POLICY SECTION ONE – BUSINESS POLICIES SUMMARY
These Policies are to be read in conjunction with the Wholesale Conditions of Sale.
In the documentation attached you will find policies relating to the Return of Goods, Conditions of Sale and Installations. It is mandatory for Customers requiring access to our range of products to read the attached policies, which formulate the LSW Wholesale Agreements. It is an essential condition in starting business relations with LSW for the appropriate persons to acknowledge acceptance of the policy agreements by signing the nominated area.
1. CHECKING INWARD GOODS RECEIVED FROM US
Unless the following guidelines are followed, LSW cannot and will not accept responsibility for transit damage claims.
(a) You should ensure that all goods delivered to your premises originating from LSW are checked thoroughly and promptly against invoices, purchase orders and/or delivery docket(s) at the time of receipt of goods. Wrong delivery, short delivery and loss or damage or any other claims must be made immediately to the freight company as well as LSW.
(b) The carrier/consignment note receipt must be noted for deficiencies before being signed. LOSS,
DAMAGE OR SHORT DELIVERY OR ANY OTHER CLAIMS MADE AFTER 48 HOURS FOLLOWING RECEIPT OF GOODS WILL NOT BE ALLOWED OR ENTERTAINED BY LSW.
(c) The date of delivery will be determined by the date shown on the carrier’s consignment note or similar receipt of delivery.
(d) PLEASE NOTE: NEVER give clearance signatures to the carrier unless you have opened and examined the contents, then SIGN and write EXAMINED. If there is obvious damage, state what appears to be wrong and if cartons appear to have been opened state this next to your signature.
(a) Goods returned to LSW will not be accepted at all unless a return authority number and invoice number are quoted on the accompanying consignment note and paperwork. The original invoice (photocopy OK) must be enclosed and the Return Authority Number must be clearly noted on the carton. Once a return has been authorised by LSW the goods must be physically received by LSW within 7 days otherwise such return will no longer be allowed or permitted and any claims in relation thereto will not be allowed or entertained at all by LSW. All returned goods must have freight pre paid by you. In cases where goods are supplied in error by us, return road freight will be paid by us provided a return authority number has been first obtained and is clearly noted on the outer carton and in this event goods returned must be sent via our companyÕs nominated freight company or you will bear the freight charges.
(b) Goods returned which in the sole opinion of LSW are unsuitable for resale in any respect whatsoever will not be accepted as a return in any circumstances, (i.e. goods which are returned which are not in the same original condition in which they were sent will not be accepted as a valid return). All Returns are governed by LSW policies on returns which may be altered by us at any time.
(c) Goods returned in opened cartons or improperly packed will have a minimum restocking fee of 20% or such other fee as LSW determines deducted from any credit determined by LSW to be due. Damaged, Loan, Approval or Evaluation goods will be similarly charged. Restocking fees attract GST.
(d) Any faulty or missing items must be reported to email@example.com within 48 hours of your package being delivered to receive an LSW Returns Authorisation to be issued before returning any items.
(e) Any faults, missing items or problems will be addressed within a reasonable amount of time within the framework of the Australian Consumer Law.
3. PRICES, COST OF INSURANCE, COST OF FREIGHT, QUOTATIONS AND ESTIMATES
(a) These are subject to change at any time for any reason whatsoever and at the sole option and discretion of LSW. Customers should bear in mind that sudden changes in economic conditions, unforeseen shortages of supply, import delays and currency fluctuations are among a variety of non-exclusive factors which may cause such changes.
(b) LSW trading terms are ex-warehouse and all orders are shipped ex-warehouse. You are responsible for all freight costs and unless otherwise instructed we will ship goods to you via the carrier organised by us and the freight costs for same will be added to the costs of the goods and shown as a separate item on the invoice. You are responsible for goods ordered by you from the time the goods leave our warehouses. In good faith and to protect your interests a nominal fee of 1% of the value of the goods being shipped will be charged to cover damage caused in transit unless instructed otherwise by you and this fee will be shown as a separate item on the invoice.
4. LOAN, EVALUATION AND APPROVAL STOCK
(a) It is the responsibility of the company in possession of loan, approval or evaluation goods to return the goods by the return date specified by LSW or such amended or altered date as specified by us from time to time. Goods must be returned in original condition, complete with all original packaging, documentation, cabling and accessories. Goods not returned by the specified return date will be invoiced to you and charged for in all circumstances. All freight charges for the return of such goods are at the cost of the customer.
5. WHOLESALE CONDITIONS OF SALE MUST BE STRICTLY ADHERED TO
(a) If you fail to comply fully with the Wholesale Conditions of Sale and any of its provisions or any amendments at all, LSW may at its sole option and discretion close your account and cease supply of goods to you without any notice whatsoever.
6. WE MAY CLOSE YOUR ACCOUNT WITH US AT ANY TIME FOR ANY REASON WHATSOEVER
(a) We may close your account and stop supply at any time whatsoever and all goods which are not paid for must be returned to LSW forthwith including any goods in transit. You authorise us to recall and take possession of any such goods in transit whether you have paid for them or not. We of course will only do this in circumstances which are solely in our opinion unforeseen or unpredictable or in the event of your breach of any of the terms of the General Conditions of sale.
7. OPTIONAL DISCOUNT AVAILABLE AT THE SOLE DISCRETION OF THE COMPANY FROM TIME TO TIME.
(a) LSW at its sole discretion offers a discount on all PBD Sales (Refer Clause 3 of the Wholesale Conditions of Sale), i.e. for Payment in Cash or Bank cheque before any goods are dispatched. This discount may be altered, withdrawn or amended at any time by the Company either generally, specifically, in respect of particular goods, certain groups, or individual customers. PBD discounts apply only to credit account customers. A PBD discount does not apply to transactions requiring prepayment.
8. ADMINISTRATION FEES
(a) Any cheque received that does not clear or is not honoured incurs a fee of $50.00 and $10.00 in the case of any EFTPOS or Credit Card transaction which fails to result in actual cleared funds being received by LSW. All such failed transactions, the handling and bounced cheque fees etc. will attract GST.
(a) Unless otherwise requested, goods not in stock at the time you place your order will be automatically backordered and such goods will be supplied at the original purchase prices or at a lower price before the date of dispatch. Special orders on back order cannot be cancelled.
10. PURCHASE ORDER FORMS
(a) LSW Purchase order forms are available on request. Should you have your own order book or computerised system for placing orders and not wish to use the form enclosed could you please ensure to include method of payment and any other parameter as may be noted on the sample order form.
11. ONSELLING IS NOT PERMITTED WITHOUT EXPRESS WRITTEN AUTHORISATION
(a) Goods are supplied on a non-exclusive basis at our sole discretion. You are not to sell such goods or services to any person, firm or corporation other than a bona fide retail purchaser thereof that does not acquire them for resale unless we have entered into a current distribution agreement with you, see clause 16 of the Conditions of Sale.
POLICY SECTION TWO – GOODS RETURN POLICY
These Policies are to be read in conjunction with the Wholesale Conditions of Sale.
1. The conditions herein may be altered at any time by the giving of notice in writing by LSW. Any such alterations shall then form part of these conditions.
2. There are TWO different types of returns;
(a) Goods to be returned excluding repairs.
(i) Goods which fit into the category “return to stock” (credits, refunds, incorrectly supplied goods etc.) will be requested to ship back to 81 Gould St, Campsie NSW 2194. Goods that fit into this category will be “subject to inspection”.
(b) Goods to be returned that need to be repaired.
(ii) Goods to be “repaired” in most cases will most likely be requested to be shipped to 31/192A Kingsgrove Rd, Kingsgrove NSW 2208 – Attention: SERVICE.
3. RETURN AUTHORISATION NUMBER
All goods returned must have a return authority number (RAN) quoted. Return authority numbers and the ADDRESS AS TO WHERE THE GOODS ARE TO BE RETURNED must first be obtained on request from LSW before any return can be regarded as authorised or proceeded with in any way, shape or form. Phone (02) 9787 5905 to obtain the RAN Request Form and to confirm the address as to where the goods are to be shipped. Once a RAN has been issued the goods must be sent back to and received by this company within 7 days.
Prominent reference to the RAN and a copy of the original invoice must be enclosed when returning goods. Goods will not be accepted unless a return authority number is quoted. If no proof of purchase is provided with the returned goods warranty will not apply in any case. Fees as per the “Service Department Schedule of Fees” as below will apply. The RAN form has a space for you to fill in a RAN once obtained from LSW. In ALL cases where returned goods are received by this company “proof of purchase” must be enclosed together with the RAN otherwise the goods will be automatically shipped back to you at your expense. Our warehouses have been instructed not to take delivery of goods which bear no relevance to this company.
(a) Goods returned in cartons that are improperly packed or unsuitable for resale will attract a minimum restocking fee of at least 20% (which may be deducted from any credit granted by LSW or payment for any future order). Damaged, Loan, Approval or Evaluation Goods will be similarly charged.
(b) Goods are not to be packed in with other boxes. INDIVIDUAL ITEMS MUST BE SEPARATELY BOXED OR PACKAGED irrespective if they are on the same consignment or not. If goods are not separately boxed a 20% restocking fee will be charged.
6. FREIGHT CHARGES
All returned goods must have freight pre paid by you. In cases where goods are supplied in error by us, return road freight will be paid by us provided a return authority number and fully completed return authority form is attached. All goods returned must be sent via this companyÕs nominated carrier.
All returned goods must be labelled correctly with the LSW address noted on all packages and cartons. An adhesive label is recommended. Smaller cartons should be wrapped in plain paper for security and delicate goods must be properly protected, insulated and packaged. Goods returned with any sort of markings of which are unable to be erased will not be authorised or accepted for return and no credit will be granted.
8. LOAN, APPROVAL OR EVALUATION STOCK
It is the responsibility of the company in possession of such goods to return the goods on any return date specified by the company. All goods are to be returned in original condition as defined by LSW complete with all original packaging, documentation, cabling and accessories. Any goods not returned by the specified return date or in a condition that renders them unsuitable for sale as in the sole opinion of LSW will be invoiced to you and must be paid for by you. All freight charges for the return of such goods are at your cost.
9. CONDITION OF RETURNED GOODS
Goods returned damaged in any way or in opened cartons which were originally shipped as new in the box and where stickers or labels have damaged the original carton in any way will immediately attract a 20% restocking fee. Goods should be packed into a separate larger box with adequate protection or wrapped in protective paper before being labelled so as to protect the original packaging. Damaged stock is not deemed a “stock return” for credit when the damage is caused by you and such damage will be paid for by the customer. Damaged goods are inspected by our service technicians and tested and inspected for damage caused by power surges and misuse and in either case will void any warranty or request for credit.
10. SCHEDULE OF CHARGES AND GENERAL CONDITIONS OF REPAIR
(a) The rate per hour is $100 + GST.
(b) The minimum labour charge is 1/2 hour.
(c) Charge repairs are covered by a 90 day warranty on the work performed only.
(d) All repairs up to $100 will proceed automatically. Over this amount a repair estimation will be given. Estimations will be charged at the minimum labour charge.
(e) All quotes remain fixed for a period of seven (7) days after issue, thereafter may be subject to price increases.
(f) Unaccepted estimations are subject to the minimum labour charge plus freight.
(g) All warranty jobs require a copy of the original customer’s receipt correctly filled out.
(h) One hour labour charge will apply to any equipment where no fault is found for all warranty and non-warranty items.
(i) Equipment not picked up within 30 days of notification will accrue a storage fee of $10 per week. Only one phone call will be made at job completion.
(j) Equipment not picked up within 3 months of notification will be sold to recoup costs of service and storage.
(k) Transport of the goods to and from the the service centre is the customers responsibility at all times.
(l) Head cleaning, routine service and accessories (batteries, cables etc.) are not covered by warranty.
(m) Physical/liquid damage of any nature voids any warranties implied or otherwise.
(n) Equipment is accepted for repair entirely at your risk. LSW will not be responsible for any loss or damage incurred.
(o) Any service times given in good faith are only given as a guide. Delays may occur due to non availability of necessary spare parts or service delays.
(p) Non warranty repairs will not be dispatched before payment is received.
(q) All repairs, orders and requests for repair work are subject to this company’s standard repair conditions AND conditions of sale.
Freight costs will be determined within the cart. Orders will be shipped via Courier or Australia Post and will be at the discretion of LSW to provide customers with the best delivery solution.
Whilst we take great care in packing all our orders, sometimes accidents, delays or errors occur.
Please inspect your parcel contents carefully on delivery. If you find any item missing or damaged, please email firstname.lastname@example.org within 48 hours of receipt.
As much as possible, orders placed prior to 1pm AEST will be dispatched within the same day. However, this is contingent in which warehouse the order is being picked from and may be delivered within a window of 1 to 14 business days. Should you require urgent delivery, please contact LSW prior to ordering on email@example.com. Unfortunately, sometimes stock levels can be inaccurate and can cause items to be back ordered. In the unlikely event that this occurs, a team member from LSW will be in contact with you.
At the time of ordering and on dispatch of orders, customers will receive notification via the email address supplied. Should there be any enquiries regarding notification emails, please send your enquiry to firstname.lastname@example.org.