Returns Policy
To download this policy in PDF format, please click here (PDF).
To download the Product Test Request Form, 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.
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
Hager Customer Returns Department
Tel Number: 01952 675 598
Fax Number: 01952 675 645
Email: customer.returns@hager.co.uk
5. Health and Safety
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.
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
- 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
- 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’.
- 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.
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
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:
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.
- 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
- 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.
- 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.
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:
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
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
