Why do we have this Policy?This Policy clarifies what product purchased at BJ Electric Supplies Ltd. (BJE) is later cancellable or returnable for either a refund or credit to the customer's account to avoid confusion and ensure customer satisfaction.
Product Returns PolicyBJE will accept order cancellations and returned product - and provide compensation - only under the guidelines listed. Any return requests not meeting each of these guidelines will be reviewed on a case-by-case basis and may not be approved.
1.
Time Limit: any order cancellation requests for orders in progress of being fulfilled must be received within 30 days from the time of order confirmation. Any product return requests for products purchased from BJE must be received within 30 days of the receipt of goods.
2.
Condition: If already received by the customer, the product should be returned in its original packaging and in new, unused condition, unless the reason for the return request is either that the product has been damaged in transit or is defective.
3.
Acceptable Reasons:
- Incorrect Product: If the product was ordered by the customer in error, return freight will be at the cost of the purchaser. If the product was ordered by BJE in error, all freight costs will be waived.
- Product Damaged in Transit: Damaged products should be reported within 48 hours of confirmation of delivery.
- Defective Product: Defective product will be subject to the manufacturer’s warranty and will be repaired or replaced as per the manufacturer's approved policy.
4.
Exclusions: Custom, made-to-order (including wire, cable or raceway specified as "cut to length") and products identified as 'clearance' are sold on a 'Final Sale' basis only; no cancellations or returns will be authorized. While not strictly excluded, items considered 'non-stock' as well as LED luminaires and lamps must involve Purchasing in any request for return or cancellation.
5.
Acceptable Method of Notice:
- A return request for products already received can be directed to the customer's dedicated Account Manager, an Inside Sales Representative, or simply presented to a Counter Service Representative in store for return inspection.
- A cancellation request for products ordered in advance and no longer required should be directed to the customer's dedicated Account Manager or to an Inside Sales Representative.
Who does this impact?This Policy applies to all employees and all customers of BJE.
Inspections of returned product from the customer will be the responsibility of the BJE representative handling the request.
Proper handling of the cancelled or returned material in question will be the responsibility of the BJE representative handling the request.Return requests will be referred to the Inside Sales Supervisor when of greater value than $1,000, or in cases where not all return guidelines been met.
Purchasing will be notified in return requests involving LED lamps, LED luminaires or products considered non-stock.
How is it done or carried out?Customers can request a Return Material Authorization (RMA) if wanting to return a product that has been shipped OR if wanting to cancel a confirmed sales order for refund or credit. The request should meet return guidelines:
1.
An invoice, BJE sales order number or customer purchase order number will allow BJE to assess any
Time Limit,
2. If the product has been received, the customer should state the product's
Condition,3. The customer should state the
Acceptable Reason for return or cancellation,
4. If the order has been received, the customer should indicate how the product will be returned,
5. The customer should state their preference as to refund, replacement or credit, and
6. The request should be made through an
Acceptable Method of Notice.Return Material Authorizations (RMA) and Order Cancellation RequestsIf the product in question is being returned or cancelled due to an error on the part of either BJE or the manufacturer, the customer will be made whole.
Where a customer has requested the return of product received, an official Return Material Authorization document shall accompany the goods. In the case of an order cancellation, an email, text message, or some other written form of approval from the BJE representative handling the request shall suffice.
If the product in question is considered stock and is found suitable for resale, and the product's value is less than $1,000, the return / order cancellation will be approved by the BJE representative who received the request.
Return requests will be referred to the Inside Sales Supervisor when of greater value than $1,000, or in cases where not all return guidelines been met. The Supervisor shall determine any additional charges which may apply, such as freight or restocking fees.
If the product involves LED luminaires, LED lamps, or is considered non-stock, Purchasing must determine whether the product can be returned, and if there will be any associated fees or penalties from the manufacturer. Such fees and penalties will be indicated to the customer on the RMA document.
Products approved for return should be returned with the reference number indicated in the return address and copies of the RMA document affixed to the outside packaging.
Definitions.“Stock”: product stocked on the shelf at the BJE location the product was purchased from.
"Non-stock": product not stocked on the shelf at the BJE location where the product was purchased from, but instead ordered at the direction of the customer.
"Custom": product that has been designed and manufactured to meet a customer's specific needs, typically indicated by the manufacturer, eg. custom cables and wire harnesses, electrical control panels, switchgear, power distribution units (PDUs), connectors with unique pin configurations.
"Made-to-order": product that has been fabricated after manufacture to meet a customer's specific needs, eg. wire, cable or flexible conduit cut from a reel to specified length, lighting fixtures with unique shapes, sizes, or finishes, enclosures with knockouts, pre-printed labels and identification tags.
"Clearance": product who's sale price has been heavily discounted to at or near cost, either by BJE or the manufacturer.