Unwanted Items

 

  1. Customer advises they wish to return an item (no refund shall be given for products that have been manufactured to a Specification (bespoke made), unless the goods are faulty).
    1. if they wish to cancel an order or they’re unhappy with the goods for any other reason after they are delivered, the goods may be returned at their own cost (it may be possible for our supplier to arrange a collection, but this would be chargeable to the customer).
    2. they must notify us of their wish to return the item within 14 days of receiving the goods and then the returned goods must be received within a further 14 calendar days (30 days for faulty/damaged goods). Following expiry of this period the customer shall have no right to return the goods. 
    3. For CONSUMERS only; Upon receipt of the returned goods and providing the returned goods are, in the Supplier´s reasonable opinion, unaltered and undamaged, we will refund the amount paid for the goods (not the original shipping unless faulty).
    4. For BUSINESS customers only; the refund will be less the original shipping charge and a restocking and administration fee of 20% + Vat of the total order value.
  2. Add notes to CMS order for reason for return (changing status to “awaiting return”)
  3. Email the customer the address for return (suppliers address, not ours)
  4. Ensure the customer marks the outside of the package with the FTS number, and the inside of the package with the FTS number and reason for return
  5. Email the supplier to advise that the item is to be returned for credit
  6. Raise a “Credit Note Request – FTS xxxxx” ticket for Roisin, using canned response

 

 

 

Warranty Items

 

  1. Customer advises they have a warranty issue
  2. Request information on email regarding the issue, including photos (be cautious as not all warranty claims are warranty – they need to be assessed)
  3. Add notes to CMS order for warranty issue (changing status to “query”)
  4. Forward the warranty issue information to the supplier for their assessment (each case needs to be looked at individually)
    1. Accessory items may need to be returned for assessment (the customer may need to purchase a replacement item until the assessment has been completed.  In this case, once warranty if proven the replacement cost will be credited)
    2. Tanks may be repaired on site, or replacements sent