What is Your Return Policy?
1.1 Standard Return
Description: Customer wishes to return merchandise because it does not meet expectations or they no longer require the use of the product.
Departments: Sales Consultants, Customer Service Representative
Requirements to create a Standard Return
· Merchandise can’t be used; damaged or a combination of the two.
· Request for Return must be within 7 consecutive days of delivery and noted in DDI Tickler. If in-store purchase then 7 consecutive days of pick-up.
Burkett Responsibilities
· Provide the customer with an invoice noting the return authorization.
· Inform customer of their RMA# which is the DDI Order Number of the Return Order.
· Instruct customer of their responsibilities.
Customer Responsibilities
· Properly re-package merchandise for return.
· Ensure that RMA Number is clearly and legibly written on the exterior of the box.
· Arrange the return shipment within 4 Business days of the request. · Accept the 20% Restocking Fee + All shipping charges involved.
· Provide return shipment confirmation via e-mail (info@basequipment.com) or phone 419-720-8190 along with tracking information to the Burkett Customer Service Dept.
· Understand that if they should fail to meet these requirements the return order will be canceled and considered invalid with no option of renewal.
1.2 Damaged or Defective Return
Description: Customer wishes to return merchandise that was damaged during shipping and does not wish to order a replacement. (Cancel Order)
Departments: Customer Service Representative (ONLY)
Requirements to create a Damaged or Defective Return
· Merchandise damage must have been reported to the carrier by the customer within 48 hours of delivery (UPS Ground & Air Services)
· Merchandise damage must have been reported at delivery VIA the Delivery Receipt provided by the carrier. (Freight Deliveries)
Burkett Responsibilities
· Provide the customer with the proper resources to return merchandise. Label(s)
· Create and File the claim for the costs of damages as well follow-up and complete
· Inform the customer of their responsibilities.
Customer Responsibilities
· Return Merchandise within 4 business days of receiving a shipping label.
· Make arrangements with the respective shipping carrier to pick-up merchandise.
· Confirm with the Customer Service Department that merchandise has been picked-up VIA E-mail (info@basequipment.com) OR by phone 419-720-8190
2.1 Standard Exchange
Description: Customer wishes to Exchange merchandise for alternative merchandise because the merchandise does not meet expectations or they no longer require the use of the merchandise.
Departments: Sales Consultants, Customer Service Representative
Requirements to create a Standard Return
· Merchandise can’t be used; damaged or a combination of the two.
· Request for Return must be within 7 consecutive days of delivery and noted in DDI Tickler. If in-store purchase then 7 consecutive days of pick-up.
· If Customer wishes to do a Warranty Exchange Program Form (WEP) the replacement item can ship immediately after the form has been faxed to the Customer Service Dept. (419-241-2016) Otherwise the replacement merchandise will not ship until the returning item is returned.
Burkett Responsibilities
· Provide the customer with the WEP Option for expedited shipping.
· Provide the customer with an invoice noting the exchange authorization.
· Inform customer of their RMA# which is the DDI Order Number of the Exchange Order.
· Instruct customer of their responsibilities.
Customer Responsibilities
· Determine Method of Exchange, either WEP or basic exchange.
· Properly re-package merchandise for return.
· Ensure that RMA Number is clearly and legibly written on the exterior of the box.
· Arrange the return shipment within 4 Business days of the request.
· Provide return shipment confirmation via e-mail (info@basequipment.com) or phone 419-720-8190 along with tracking information to the Burkett Customer Service Dept.
· Understand that if they should fail to meet these requirements the return order will be canceled and considered invalid with no option of renewal.
2.2 Damaged or Defective Exchange
Description: Customer wishes to exchange merchandise that was damaged during shipping and would like a replacement order made.
Departments: Customer Service Representative (ONLY)
Requirements to create a Damaged or Defective Return
· Merchandise damage must have been reported to the carrier by the customer within 48 hours of delivery (UPS Ground & Air Services)
· Merchandise damage must have been reported at delivery VIA the Delivery Receipt provided by the carrier. (Freight Deliveries)
Burkett Responsibilities
· Provide the customer with the proper resources to return merchandise. Label(s)
· Create and File the claim for the costs of damages as well follow-up and complete
· Inform the customer of their responsibilities.
Customer Responsibilities
· Return Merchandise within 4 business days of receiving a shipping label.
· Make arrangements with the respective shipping carrier to pick-up merchandise.
· Confirm with the Customer Service Department that merchandise has been picked-up VIA E-mail (info@basequipment.com) OR by phone 419-720-8190
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