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Customer Support Policy

Query Customer Action Timescales UF Action
Invoicing
Invoice errors Notify Finance department within 30 days of invoice Investigate, resolve with Marketing and communicate to customer
POD requests Notify Finance department within 30 days of invoice Locate and send POD to customer
Email: Call: 01282 418016
Pricing
Pricing errors Notify Marketing department within 12 hours of order acknowledgement Investigate and change prices where applicable
Email: Call: 01282 418005
Delivery / Ordering / Processing / Missing Parts
Damaged on delivery Notify Sales office within 48 hours of delivery Within timescales full credit to customer*
Picking error/processing error/shortages Notify Sales office within 48 hours of delivery Resolve with customer and send replacement if required
Customer cancelled order Notify Sales office within 48 hours of placing order 25% restocking charge will be applied to credit if goods despatched
Customer ordering error Notify sales office within 48 hours of placing order 25% restocking charge will be applied to credit if goods despatched
Email: Call: 01282 418000
Faulty Products
Spare Parts Notify Technical Within 7 days of receipt of goods Where available replacement parts will be sent FOC to the customer
Faulty Product
Pre Installation
Notify Technical Immediately upon fault found Resolve with customer, via spare part or replacement item
  • The replacement item will be chargeable after 30 days if the faulty item has not been returned and agreed faulty, or authorisation hasn't been provided by the technical team



Faulty Product
Post Installation

(within guarantee period)


Notify Technical Immediately upon fault found Resolve with customer via Tecnical Diagnostics Service, spare part, engineer visit or replacement item.
  • Engineer visits are chargeable at £126, if the item in question is not faultly and the issue relates to installation or missuse

  • The replacement item will be chargeable after 30 days if the faulty item has not been returned and agreed faulty, or authorisation hasn't been provided by the technical team

Email: Call: 01282 446789

*applies to deliveries to your business premises only (deliveries despatched to your customers address on the drop ship service are at your own risk).