Returns and Complaints Policy

 

Our policy is ‘Simple’, please see below for all information:


ALL delivery discrepancies, price queries and any other issues with orders MUST be notified to our sales department or to our sales representatives within 3 days of receiving your order. All issues to be notified by email: sales@forgefix.co.uk, by Fax, 01663 719 463 or by phone, 01663 719 460. We will aim to resolve your query as soon as possible.

Too many goods sent, or incorrect goods received?

We apologise for any issues you may have experienced with your delivery. If you can report your discrepancy to our sales department within 3 days of you receiving your order. We will only issue a credit for the goods that are returned to us. The sales team will do there upmost to resolve the issue/s as quickly as possible.

Has your order been damaged in transit, or are there boxes missing?

If your order has arrived to you and there are damaged boxes then please contact us immediately. If you can cross reference all items you have received undamaged this will make it easier for us to identify the damaged items. We will aim to send replacement stock to you the following day (if stock is available). If the carrier is missing a box but you have signed for all boxes then this is the responsibility of the signee. We are unable to claim for missing boxes if all boxes are signed for. If however you sign for the delivery and it is stated that a box is missing we will then raise an enquiry with the relevant currier service. If goods are signed for as complete then credits shall not be raised.

Are the goods faulty?

If your item is faulty then this must be notified to us via fax, email or phone. We do require for all faulty items to be returned, we will arrange for the goods to be collected. If the value or quantity or the goods is of a high volume we may require the local representative to first come in and get a second opinion. We also require that you provide us with your order number or our invoice number so we are able to trace the goods. Once the goods are returned to us, we will test/check them and raise a credit if required.

Return of goods no longer required

If a Sale or Return has been offered to you with regards to stands then we are able to collect and credit then item if it is complete with stock and stand. If you no longer require the goods or have ordered too many then a 15% handling charge will be put in place. We do ask if you can return the goods on your carrier, if this is an issue we can collect using our carrier but the handling charge will be increased to 20%. Please can you notify our sales department by email, fax or phone to discuss which the best option for you. If goods arrive to us in a used or damaged condition then the credit request will be refused.

Abusive behaviour toward ForgeFix staff

We will not tolerate any behavior which is abusive, aggressive, violent or discriminatory (written or verbal) toward our employees. We reserve the right to withdraw credit facilities and service to anyone who does not act in a courteous manner to Forgefix personnel.