Delivery & Returns
Delivery and Returns Procedures:
a) Products supplied by Douglas Stewart EDU Ltd (DSEDU) are delivered at the risk of DSEDU unless the customer requests a special method of delivery, in which event products are delivered at the risk of the customer and an extra charge may be made for delivery.
b) Customer is liable to pay for transport costs. Products from some manufacturers may be subject to special shipping terms and charges given size and weight and if it is part of a drop-ship program. It may be possible to reduce customer transport costs by requesting longer delivery times. Additional freight will be billed on all shipments for outlying regions. They include Belfast, Aberdeen, Isle of Wight, and other remote areas.
c) DSEDU will use reasonable endeavours to deliver products efficiently by or about any stated delivery date. Delivery to outlying regions may be delayed. No liability will be accepted by DSEDU for failure to meet delivery dates, however delay is caused.
d) Shipping Discrepancies or Damaged Products: It is very important to inspect your shipment when it arrives and note discrepancies or damage on the delivery notes at the time of delivery. We cannot process claims for shipments signed as complete and undamaged later found to be incomplete or damaged. Check the package for damage or pilferage before the carrier leaves. Report claims for damage or short shipments to DSEDU Customer Service within 48 hours of receiving your shipment to request an RMA return Authorisation. Also provide pictures of the consignment where able to DSEDU Customer Services to support your claim. Return the items with the issued RMA number on the outside of box. We will credit you at invoiced cost. Retain all shipping materials for inspection.
e) Our Shipping Errors: DSEDU errors resulting in shipping discrepancies such as incorrect quantities or products must be reported to DSEDU within 7 days of receipt of product. If you receive an incorrect shipment, call DSEDU customer service. We will then arrange to collect the shipment and replace with the correct product or we will credit you at invoiced cost including transportation charges via the least expensive way. Shipping errors must be reported within 7 days of receipt.
f) Special Orders - Upon request we will special order product not on our current price list. Special orders may take longer to deliver. We do not accept returns on special order products.
- Returns. Product may only be returned to DSEDU after first obtaining DSEDU’s agreement to do so. Whenever DSEDU agrees to accept goods for return, it will do so by first issuing a Returns Material Authorisation (RMA) number to the Customer. To request a return, you must obtain a Return Authorisation (RMA) form from DSEDU. All RMA requests must include your DSEDU reseller name, reseller account #, requester’s name, original DSEDU order#, SKU #, product description, quantity to be returned, price, and reason for return. Once accepted, DSEDU will send you an RMA number for the return. Your RMA number is valid for 30 days and must be clearly marked on the outside of all return packages. You must allow for in-transit time as DSEDU must physically receive the products within 30 calendar days of RMA issuance or the RMA will be cancelled. Any products received after 30 days or otherwise not conforming to DSEDU’s return policies will be returned to you at your shipping expense. If you refuse the shipment or return the same product again without a valid Return Authorisation or otherwise not conforming to DSEDU return policies, you give up title to the product and will not be eligible for any credit related to this product. Except for returns due to shipping errors, shipping fees are your responsibility.
- a) Non–defective returns in the case of non–defective, undamaged goods DSEDU may allow the return of certain non–defective goods; however, such returns will be on a case-by-case basis and may be subject to a DSEDU re-stocking fee (10% of original goods invoiced value) and/or off-setting order from the Customer of at least equivalent size. Such requests should be made to DSEDU’s customer service department. DSEDU reserves the right to charge an administration charge in respect of the rotation or restocking of products and returns. Many manufacturers handle returns according to their own special terms and conditions, or according to their own case-by-case determinations. For those instances where returns are material to a purchase decision, please contact DSEDU for specific guidance prior to any purchase, in this case:
- i) the returned goods must be received at the DSEDU warehouses in a pristine condition –i.e. undamaged, unmarked, unopened, and together with any accessories or cables as originally supplied.ii) the returned goods must be accompanied by a list of the products included in the return
b) Return of damaged goods -Any products received visibly damaged must be notified, in writing or via-email, to DSEDU within 48 hours of receipt. Follow the standard process for obtaining a Return Authorisation within 15 calendar days of reporting an error if the discrepancy is not resolved at the time of reporting. All such units will be replaced provided the damage was incurred prior to receipt by either the Customer or the Customer’s carrier.
c) Returns of Free Goods, Demonstration Product and Not for Resale Product - If returning a product that was purchased in conjunction with a promotion providing free product (i.e., a buy 4, get 1 free promotion) the first product returned is the free product. Demonstration and Not for Resale (NFR) products are not returnable.
d) Software Volume Licensing – to request a return for volume licensing, follow the standard process for obtaining a Return Authorisation within 30 calendar days from the date of receipt, all software volume licensing returns are first subject to acceptance of the return from the manufacturer.
e) Electronic Software Delivery (ESD) – DSEDU will not take returns for ESD Products/Keys unless the product is deemed to be defective or in breach of warranties provided in the End User Warranty or otherwise required by law.
f) Discontinued Product Returns –Products purchased from DSEDU with notification of product discontinuation (notification method may be removal from price lists) are eligible for return subject to acceptance of the return from the manufacturer. Reseller must request the RMA for discontinued products within 30 days after the notification of product discontinuation.
g) Defective Merchandise – Current product purchased from DSEDU found to be defective according to the manufacturer or the manufacturer’s warranty is eligible for return. DSEDU or the manufacturer may test the products and return to reseller at reseller’s expense any product determined not to be defective. DSEDU may require reseller to return products reported to be defective directly to the manufacturer.
h) Emblematic and custom branded product – Special terms and conditions apply to emblematic and custom branded product; Emblematic/Custom Branded Product is not eligible for overstock or discontinued return.
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