Politique de remboursement

Standard Operating Procedure (SOP) – Product Returns

 

This SOP outlines the procedures and policies for processing product returns, including guidelines for return eligibility, approval requirements, and responsibilities of staff members involved in the return process.

All product returns require a Return Materials Authorization (RMA) to be initiated by the Order Entry Clerk prior to any return shipment or product pick-up.

· The Order Entry Clerk must complete the RMA form and forward the documentation Chris Rogers for approval then to the Shipping/Receiving Department.

· The Shipper/Receiver will coordinate the logistics for product pick-up or return.

Return Timeframe - Condition - Restocking Fee

  • Within 30 days - Standard Return - No stocking fee
  • 31-90 days - Standard Return - 40% restocking fee
  • After 90 days - Not eligible - No returns accepted

Note: All returned items must be in sellable condition to qualify for a credit or refund.

All special-order products are final sale. Customers must be clearly informed of this policy prior to placing their order. Additionally, all special orders MUST be paid in FULL before processing the order begins. This requirement does not apply to account customers.

It is the responsibility of the Sales Representatives to communicate these terms clearly and ensure the customer acknowledges and understands the final sale conditions before order confirmation.

Additionally, before submitting a Return Materials Authorization (RMA) request, Sales Representatives must verify that the products being returned are in sellable condition.

This return policy also apply to Stocking Agreements.

Any Changes to this MUST be approved.

 

Credit Authorization Requirements for Returned Materials

In order for a customer to receive credit for returned goods, the following conditions must be met:

1. A Return Material Authorization (RMA) form must be completed through NetSuite only.

2. Once approved by Chris Rogers, two copies of the RMA must be provided. One to the customer with signature and returned with the product. The second copy, the customer will keep.

3. The Warehouse must acknowledge receipt of the returned goods and confirm that the items are in resaleable condition.

4. A copy of the approved RMA must be attached to the credit note to be filed.

5. Opened products will not be eligible for credit unless they are verified to be defective.

6. Product date codes must be considered and are relevant to the approval of the return.

7. Product Returns for credit or refund must be completed within 30 days of purchase. Between 30-90 days there will be a 40% restocking fee. No returns after 90 days.

8. Special order items are non-refundable.

 

Return Policy

 

All product returns for credit or refund must be processed within 90 days of the original purchase date.

Return Timeframe - Condition - Restocking Fee

Within 30 days - Standard Return - No stocking fee

31-90 days - Standard Return - 40% restocking fee

After 90 days - Not eligible - No returns accepted

Special order products are not eligible for return to stock. It is the responsibility of staff to clearly communicate this to customers before the order is placed, as returns on special orders are not guaranteed.

All product returns must be accompanied by a completed Return Materials Authorization (RMA) form. This form must be submitted to the Shipping Department, along with the returned items, for approval before any credit or refund is issued.

Special Order items require a 100% deposit at the time of order. While this deposit requirement does not apply to account customers, staff must ensure that all customers are made aware of the no return policy. It is essential that customers are informed of this prior to placing their order.

 

Special Order Policy

 

Products classified as special order items require a 100% deposit at the time of order. This deposit requirement does not apply to account customers; however, it is essential that all customers are made fully aware of no returns on special order policy prior to placing an order.

Special Orders are non-refundable. It is the responsibility of the staff to clearly communicate this policy to the customers in advance to avoid misunderstandings or disputes.