We recognize that, from time to time, customers may return goods which we have supplied to them. We distinguish between cases where the return is occasioned by a fault or error which is the responsibility of ourselves and cases where the customer has requested a return for their own reasons (such as goods ordered in error or no longer needed).
- AFFRA Responsibility:
If the goods supplied are damaged on arrival, the delivery quantity is incorrect, or the wrong goods are supplied you must record this on the delivery note which you sign, and report it to us within 24 hours, when we will issue you with a goods return number in the form of a CIF (Continual Improvement Form) number. We reserve the right not to accept returns in cases where you have not contacted us and been given a CIF number. In such cases AFFRA Products will arrange collection and reserves the right not to pay any charges incurred where the customer has arranged collection.
AFFRA Products will offer a full refund or replacement and a refund of any applicable, reasonable delivery cost subject to the above conditions.
- Customer’s Request:
If you wish to return a product purchased from AFFRA for any reason other than those mentioned in 1) above you must make your request known within 15 working days of the date of despatch. In such cases you must arrange and pay for collection. We can arrange collection on your behalf at agreed rates but will take no responsibility for any subsequent loss or damage to the product or packaging. We reserve the right not to accept such return requests.
The returned goods must be in a resalable state and any goods or accessories that accompanied the products must also be returned to us. The goods should also be returned with their original packaging.
In the event that an item was ordered in error or is no longer required a refund may be given on the cost of the goods only at the discretion of AFFRA Products.
Any refund offered will be by way of credit note issued upon receipt of the returned goods in a satisfactory condition. AFFRA Products reserves the right to charge for any goods that arrive damaged or require repackaging.
Issue 1 January 2022