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.

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