Contact Us
Give us a call
Access our interactive catalogue
Look through our Project Reference Brochure
Find where our wholesalers are located
 

Returns Policy

To download this policy in PDF format, please click here (PDF).

To download the Product Test Request Form, please click here (PDF).

Returns Policy

Faulty and Damaged Product Returns

The purpose of this policy document is to outline the process for the return of Faulty and Damaged Product and ensure returns are dealt with effectively and efficiently

Product Returns Policy

As a Company that values the business and support of its customer network, Hager Limited provides the opportunity to return Faulty or Damaged product. Hager Limited will accept its responsibility and will give full credit only if:

a. A fault has occurred due to the manufacture of the product.

b. The product has been damaged during (Hager carrier) transit.

Hager Limited will only provide a test report for any returned Faulty product where specifically requested by our Distributor Partner. The Returns Process described in Section 3 will be implemented.

This service is provided as an added business benefit to Hager's customers and is offered subject to the following terms and conditions.

1. Faulty Product Return

The customer must contact the Hager Customer Returns (Debits) Department to obtain authorization for all returns.

If any part is missing, please contact our technical services department 0870 607 6677, who will advise what to do.

Hager Customer Returns (Debits) Department will issue a RAN Number to arrange for the collection of the goods.

Where Hager Ltd accepts the product as faulty a credit will then be given.
No credit will be given where no fault has been found. Notification of non-acceptance will be sent to the customer within 25 working days.

2. Damaged Product Return

Packaging

Customer must notify Hager of any damaged packaging within 24 hours of receipt, sending photographic evidence of the carton/label and any damage.

  • Where packaging is damaged the customer should check for damage to all product(s) within.
  • If the above is not adhered to then the goods will not be accepted back at any later date under any section of our policy, i.e. Stock Cleanse, Faulty etc.
Product

Hager customer returns department must authorise the return of any damaged product, prior to dispatch back to Hager. If a product is reported damaged the customer must contact the Hager Customer Returns (Debits) department providing photographic evidence of the damage.

Hager Customer returns (Debits) department will issue a RAN Number and arrange for the collection of the goods once all relevant information has been received where Hager Ltd accepts the product as damaged a credit will then be given.

3. Customer Requesting a Test Report

a. A product deemed Faulty where a Test Certificate is requested shall satisfy the following criteria

  • Installed by a competent person and where applicable using the Hager installation instructions
  • A valid test certificate is available for the installation
  • Product has been purchased through one of our distributors
b. Details of the Installation, Environment etc must accompany the Faulty Product Return and will include

  • Product code(s) and quantity
  • Whether Product was Hager or Site assembled
  • Installation conditions – temperature, dampness etc
  • Copy of relevant Test Certificate
  • Any other relevant information
c. Completion of Product Test Form – available from Hager

  • Completion of Product Test Form to be undertaken by either Distributor and/or a member of the Hager Technical Sales Team
  • A copy of Product Test Form (DND.04) must be included with the return
  • Outer packaging must be identified with ‘Test Report Required’.
d. Test Report

  • Any product sent for a test is tested to destruction and therefore will not be returned
  • Written confirmation of the outcome will be sent direct to yourselves within 4 working weeks, from receipt (at Hager) of the products being returned for testing.
4. Contact Details

Hager Customer Returns Department
Tel Number: 01952 675 598
Fax Number: 01952 675 645
Email: customer.returns@hager.co.uk

5. Health and Safety

  • All pallet returns must not exceed 1 metre high and all products must be within the footprint of the pallet and be secured by either shrink-wrap or suitable fixing methods.

Stock Cleanse Policy

The purpose of this policy document is to ensure that stock cleanses are dealt with effectively and efficiently.

Policy

Hager understands that our distributor partners need to hold saleable products and to ensure we encourage and support this we operate a Stock Cleanse Agreement for current products. This service is provided as an added business benefit to Hager's customers and is offered subject to the following terms and conditions:

1. Returns

  • The customer must contact the Hager Customer Returns (debits) department to obtain authorization for all returns.
  • Upon receipt and verification of debit note Hager Customer Returns (Debits) Dept. will issue a RAN number and collection of goods will be arranged.
  • For any products not eligible for return a DND.01 form will be sent advising of any items which will not be accepted under this policy, which must be signed and returned to the Hager Customer Returns (Debits) Department either by email or fax see point 6.
2. Products Eligible for Return

  • Must be in an ‘as new’, saleable condition. (Original unmarked, undamaged, packaging complete with instructions).
  • Must be listed in our most up to date PDF catalogue found at www.hager.co.uk/downloads
3. Number of Returns

  • The total number of stock cleanses will not exceed two in any calendar year. Only goods purchased by the distributor branch will be eligible as part of the stock cleanse.
4. Product Specifically Excluded for Return

  • Product ranges where less than one full year (twelve calendar months) trading has been completed.
  • Non Standard Products – including specials/kilk.systems made for a specific project.
5. Charges

Two options available

a. 10% handling charge + like for like replacement order

b. No handling charge double the value replacement order

Each product to be Stock Cleansed will be credited to a maximum of its current Nett Purchase price to that stockist branch. The compensating replacement order must be placed in the same calendar month as the goods returned to Hager.

6. Contact Details

Hager Returns Department
Tel Number: 01952 675 598
Fax Number: 01952 675 645
Email: customer.returns@hager.co.uk


7. Health and Safety

All pallet returns must not exceed 1metre high and all products must be within the footprint of the pallet and be secured by either shrink-wrap or suitable fixing methods.

Cancelled Order Policy

The purpose of this policy document is to clarify responsibility and ownership of the process and to ensure that all Cancelled Orders are dealt with effectively and efficiently. The policy explains the conditions under which Hager Limited will accept written cancellation of a customer order.

As a Company that values the business and support of its customer network, Hager Limited provides the opportunity, in certain circumstances, to cancel orders. This service is provided as an added business benefit to Hager's customers and is offered subject to the following terms and conditions being adhered to.

1. Standard Product

Cancellation of an order/order lines for standard product prior to any dispatch will be accepted and acknowledged directly with the customer.

Cancellation of an order/order lines for standard product once any of the product(s) has been dispatched will not be accepted.

2. Non Standard (Special) Product

All Non Standard Product orders/order Lines manufactured to specific individual customer requirements, which are cancelled prior to dispatch, will be subject to a charge. The charge will be dependant upon the stage of design/manufacture at the time of written cancellation from the customer:

Stage of Design/Manufacture
Cancellation Charge Applicable
Up to 50%
50% of Order Value
50% to 100%
100% of Order Value
All Non Standard Product Orders/Order Lines which have been dispatched, as a part delivery or in their entirety, cannot be cancelled.

Cancelled Orders that fall outside this policy will not be accepted.

3. Kilk.System Projects

Hager will not accept cancellation for any klik.system Project Orders / Order Lines once the Project is confirmed.

4. Authorisation

All written requests to cancel orders must be sent to Hager Customer Returns Department
Tel Number: 01952 675 598
Fax Number: 01952 675 645
Email: customer.returns@hager.co.uk
Issue 5, November 2012