RETURNS POLICY

EDL Fasteners Limited (EDL) is committed to customer satisfaction and service. As a result, EDL has improved how it handles the return of goods to ensure that customers receive the best possible service as promptly as possible.

This policy is an extension and improvement of our printed terms and conditions (CONDITIONS OF SALE BY EDL FASTENERS LIMITED (“EDL”) TO BUSINESS CUSTOMERS: Paragraph 9) which states that:

Paragraph 9.1:
EDL is not obliged to accept the return of any goods for credit. Requests for goods to be returned for credit will be considered only if received in writing within 7 days of the delivery of the goods and quoting the invoice number, and if the goods are in the same condition as despatched. EDL may grant or refuse any such requests at its sole discretion.

WHERE CUSTOMERS REQUEST TO RETURN ITEMS:

  • EDL is not obliged to accept the return of any goods for credit. Requests for goods to be returned for credit will be considered only if received within 7 days of the delivery of the goods and quoting the Sales Order number, invoice number, or other unique identifier, and if the goods are in the same condition as despatched. EDL may grant or refuse any such requests at its sole discretion.
  • An EDL representative must agree to accept a return before a credit may be processed. This may be done by calling the Customer Service Team on 0800 304 316 or by speaking to an assigned Account Manager or authorised person.
  • A restocking fee of $20 or 15% (of cost of goods) applies when goods are returned in a saleable condition. The fee is applied to cover operational costs including, but not limited to, freight, labour, delivery and other costs.
  • Returns will not be considered for non-stocked items, specially imported and/or specifically cut to size etc
  • To notify the intention of return, please call 0800 304 316 to request a Returns Authorisation Form / Customer Credit Form or contact your assigned Account Manager.
  • Where goods are accepted for return, a Returns Authorisation Form / Customer Credit Form will then be sent to accompany the return of goods and ensure that credits are processed as soon as is practicable. Where goods are returned in non-resaleable condition, the return may be refused and returned to the customer with the applicable cost charged.

FOR ORDERS PROCESSED INCORRECTLY BY EDL:

  • EDL should be notified within 14 Days of items received or as soon as practicable of any issues or discrepancies arising from an order.
  • EDL understands 14 days may not be practical for all customers, EDL may extend this timeframe at its sole discretion where it deems it to be fair and reasonable.
  • To notify the intention of return, please call 0800 304 316 to request a Returns Authorisation Form / Customer Credit Form or contact your assigned Account Manager.
  • Where goods are accepted for return, a Returns Authorisation Form / Customer Credit Form will then be sent to accompany the return of goods and ensure that credits as soon as is practicable. Replacement goods may also be requested at this time.
  • EDL wishes to improve its service to its customers and will investigate all claims to minimise a repeat of issues found to have occurred.
  • The CONDITIONS OF SALE BY EDL FASTENERS LIMITED (“EDL”) TO BUSINESS CUSTOMERS, applies.
  • Where goods are deemed not to have been at fault at time of despatch, EDL may charge a restocking fee of $20 or 15% (of cost of goods) at its sole discretion if returned in a saleable condition. Where goods are returned in non-resaleable condition, the return may be refused and returned to the customer with the applicable cost charged.

FOR GOODS RECEIVED TO INCORRECT SPECIFICATION FROM EDL:

  • EDL should be notified within 14 Days of items received or as soon as practicable of any issues or discrepancies arising from an order.
  • EDL understands 14 days may not be practical for all customers, EDL may extend this timeframe at its sole discretion where it deems it to be fair and reasonable.
  • To notify the intention of return, please call 0800 304 316 to request a Returns Authorisation Form / Customer Credit Form or contact your assigned Account Manager.
  • Where goods are accepted for return, a Returns Authorisation Form / Customer Credit Form will then be sent to accompany the return of goods and ensure that credits as soon as is practicable. Replacement goods may also be requested at this time.
  • EDL wishes to improve its service to its customers and will investigate all claims to minimise a repeat of issues found to have occurred.
  • The CONDITIONS OF SALE BY EDL FASTENERS LIMITED (“EDL”) TO BUSINESS CUSTOMERS, applies.
  • Where goods are deemed not to have been at fault at time of despatch, EDL may charge a restocking fee of $20 or 15% (of cost of goods) at its sole discretion if returned in a saleable condition. Where goods are returned in non-resaleable condition, the return may be refused and returned to the customer with the applicable cost charged.

FOR GOODS RECEIVED WITHOUT NOTIFICATION:

  • EDL is not obliged to accept the return of any goods for credit. EDL may grant or refuse any such requests at its sole discretion.
  • EDL, at its sole discretion, may investigate the nature of the returned goods and apply the appropriate restocking fee.
  • Should EDL be unable to locate the consignor, goods may be disposed of at the sole discretion of EDL.

TO ARRANGE A RETURN:

  • Call the Customer Services Team on 0800 304 316 or your local branch with your invoice number, sales order or delivery note details available
  • Our team will endeavour to resolve your query as promptly as possible.