Euro Business Solutions RMA Policy
In the unlikely event that you receive an item that you feel is faulty in some way, you should report the fault immediately in writing by email to firstname.lastname@example.org. Before an item is authorised for return a member of our Technical Department will contact you to try and resolve the fault. Should the problem not be resolved at this point you will be issued with an RMA number.
Accepting Goods. When signing for goods being delivered it is vitaly important that they are checked for shortages and obvious damage before signing. If any packaging is damaged in any way you can refuse the entire delivery or mark the delivery as “damaged – goods unchecked”. Ensure that you only sign for the number of items received.
Shortages Shortages of any sort must be notified immediately (within 24 hours of delivery) using the Shortages Report Form available here. The form should be completed and submitted online.
Damaged in Transit If you have accepted goods which have been damaged in transit (see accepting goods above) the damage should be reported immediately (within 24 hours of delivery) using the Damaged in Transit Report Form available here.
Return Merchandise Authorisation (RMA) Number. An RMA number must be obtained from Euro Business Solutions before any return will be accepted. Goods returned without a valid RMA number are likely to be rejected by the ‘Goods In’ department. RMA numbers are valid for 15 days from the date of issue. If the item is not returned within 15 days the RMA will be cancelled and a new RMA number must be requested if you still wish to return the item. When preparing the item for return please ensure that the RMA number is clearly visible on a label on the outer covering. RMA’s can be tracked online by logging into sitehelpdesk and viewing open calls.
Incorrectly Ordered Goods. Incorrectly ordered goods are the responsibility of the customer. Euro Business Solutions are under no obligation to accept the return of incorrectly ordered goods, and where return is accepted a restocking fee will be payable in advance. Under no circumstances will a return be considered if the original packaging has been opened or damaged in any way.
Returns Due to Late Delivery. Returns due to late delivery must be requested by fax or email within 24 hours of the due delivery date. The original purchase order must contain details of any cut-off delivery date and Euro Business Solutions must agree that a deadline for delivery had been accepted. We will arrange for the collection of goods falling into this category.
Goods Returned Not In Original Condition. Goods returned for replacement where the packaging and/or contents is found not to be in its original condition are likely to be rejected on arrival. Should they be accepted, Euro Business Solutions reserves the right to impose a handling/re-stocking fee. Should items be damaged in transit during its return to Euro Business Solutions it falls on the sender to take this matter up with the carriers.
Dead On Arrival (DOA) Goods. DOA goods are those found to have a fault on arrival. The fact that there is a fault must be confirmed by someone with technical knowledge, please be specific. DOA goods must be notified within 5 days of receipt. This five-day limit is required in order for us to meet the returns requirements of our suppliers. To qualify as DOA the item packaging must be in undamaged condition. If you require an advance replacement, the packaging of the original item must be in pristine condition otherwise you will be subject to a minimum 20% handling/restocking fee. We will meet the costs of returning the item or replacement to the customer and also any carriage costs incurred in sorting the problem out.
Faulty after 5 Days. The fact that there is a fault must be confirmed by someone with technical knowledge, please be specific. Goods reported as faulty after 5 days of receipt will be accepted back for evaluation when a decision will be made to repair or replace – no credit or refund is given except in exceptional circumstances. The customer is responsible for the freight cost of returning the item to Euro Business Solutions. If a fault is found we will meet the costs of returning the item to the customer and also any carriage costs incurred in rectifying the problem. If goods are found to be faulty through misuse or physical damage (due to dropping, spillage, foreign objects etc) we reserve the right to apply a labour charge without completing any repair. Euro Business Solutions reserves the right to retain the item until a purchase order/prepayment is received covering the labour charge and the return freight cost.
No Defect Found (NDF). If an item is returned and is found to be of NDF status, a handling/restocking fee of at least 20% will be invoiced. The percentage charged will depend on the amount of time involved and, where the item has been returned replaced in advance, the condition of the packaging and contents. Euro Business Solutions reserves the right to insist on a purchase order/prepayment covering this cost and the return freight cost before returning the item.
Packaging and Labelling. Where possible, the packaging of the items being returned should be protected by using an outer cover. Do not write on, or attach labels, to the packaging itself if this can be avoided. When preparing the item for return please ensure that the RMA number is easily visible on a label on the outer covering