UK Returns Policy
The returns process shall be followed for all products to be returned to Craig & Derricott, whether for credit or potential faults. A Returns Authorisation Notification Form (RAN) must be completed, and an authorisation number provided by Craig & Derricott before any products can be returned. This number also needs to be on the parcel/s to allow the return to be dealt with as efficiently as possible. All returned products back to C&D will be subjected to inspection and investigation before any credit notes are issued.
Product returns may not be processed if a RAN document has not been approved and returned to C&D. If the customer advises a debit-note, a RAN document will still need to be completed.
For any further queries please contact our Customer Services Team on +44(0)1543 375 541 or [email protected].
Return To Stock
- Unwanted return to stock goods must be authorised before returning. Items are to be unused, returned in original packaging and in resalable condition. Please note: the following products will not be accepted: –
- Items returned damaged.
- Items modified from original specification.
- Bespoke products manufactured specific for customer.
- Non-catalogue items.
- Any additional bundled items delivered with the product(s) found missing.
- Items older than 12 months old, unless formally otherwise agreed.
- Project built ATS units as these are custom/bespoke items.
- It is the customer responsibility to arrange carriage and suitable packaging for return to Craig & Derricott.
- If Craig & Derricott agree to returned goods, the customer shall be liable to pay a minimum handling charge being the greater of £100 or 25% invoice price. As an alternative a 2 for 1 compensating may be agreed.
- If any items do not meet the return to stock criteria after inspection the customer will be notified to arrange re-collection from Craig & Derricott. Alternative arrangements would be subject to agreement by both parties.
Warranty
- A product purchased from Craig & Derricott may be returned under warranty for the following reasons:
- The product is faulty or damaged.
- The wrong product has been supplied as compared to the customer purchase order and has been notified to Craig & Derricott within 5 working days of delivery.
- Any goods returned to C&D as faulty and found after inspection to function correctly, the customer will be informed, and an invoice will be raised to recover any incurred costs.
- A breakdown of the costs will be provided which will include handling, admin and inspection fees.
- Items returned to Craig & Derricott for the reasons outlined above should do so within 30 days of receipt.
- returns sent back by the customer without authorisation will not be credited. If a debit note is raised by the customer, the Company have the right to offset the same from any future rebates due to the customer.
- If all Criteria are met the customer will be credited within 28 working days.
- Craig & Derricott will only undertake any corrective action to address the fault advised by the customer. If other faults or damage are observed these will be photographed and advised to the customer to confirm what action (if any) is appropriate. After investigation if we believe the returned product requires further repairs that will be subject to cost recovery from the customer, we will advise through a formal returns Investigation Report.
- If after 30 days, we have received no response or decision we will assume that the goods are no longer required and will as such will be disposed of.
Repairs
Goods returned for repair will be reviewed and quoted to the customer. If after 30 days, we have received no response or decision we will assume that the goods are no longer required and as such will be disposed of.
Updated January 2024
