Faulty / Damaged Products

 

Purpose

The purpose of this policy is to outline the process for the return of Faulty or Damaged product and ensure that returned items are dealt with effectively and efficiently.

 

Product Returns Policy

Lewden Ltd provides the opportunity to return Faulty or Damaged product(s).

• All correspondence relating to faulty or damaged products must be done via email. Contact details are in section 3.
• Customer debit note must contain the product ID, cost, original purchase order or invoice & quantity being returned. Missing information could result in the debit note being returned.
• Lewden Customer Returns Department will issue an authorisation number & arrange for the collection of the faulty or damaged goods. Any failed collection will not be rebooked and will need to be returned by the customer.
• Payment terms will be 60 days from completion of the investigation.
• All values will be deducted from any rebate future calculations

 

We will accept liability and will offer either a like for like replacement item, or a full credit, minus settlement discount, where:

• The product has been damaged by Lewden carrier transit (see below).
• A fault has occurred due to a manufacturing defect, within the warranty period.

 

We will not accept liability for any product deemed to have been misused/mistreated, out of warranty or old design/obsolete products.

• Transit damage

 

Packaging Damage

The customer must notify Lewden of any damaged packaging within 2 working days of receipt of goods, sending clear photographic evidence of the carton/label and any damage.

• Lewden Customer Returns department will issue an authorisation number & arrange for the collection of the goods once all relevant information has been received.
• 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 Damage

The customer must notify Lewden of any damaged product(s) within 2 working days of receipt, sending clear photographic evidence of the damage.

• Lewden Customer Returns department will issue an authorisation number & arrange for the collection of the goods once all relevant information has been received.

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.

 

• Other Product Related Issues
• All deliveries with short quantities and/or the incorrect product has been supplied must be communicated to Lewden within 2 working days.

 

• Faulty Product Return
• Credit may not be given where Lewden cannot replicate the reported fault. Notification of non-acceptance will be sent to the customer within 10 working days.
• If any part of the product is missing, please contact the Customer Returns department, who will advise the best action to resolve the issue.
• The customer must arrange collection of the product(s) where liability has not been accepted. Products will be held for a maximum of 28 days after which they will be disposed of.

 

• Contact Details

Lewden Customer Returns Department

Email: returns@Lewden.co.uk

 

• Health & Safety

All pallet returns must not exceed 1 metre high and all products must be within the footprint of the pallet and Individual boxes must not exceed 20kg. All must be secured by a suitable & secure fixing method.