Purple Panda Customer Returns Policy
1.1 This is the Purple Panda (Supplies) Ltd Customer Returns Policy (“Returns Policy”).
1.2 Words and expressions in this Returns Policy shall have the same meanings as set out in the Conditions unless stated to the contrary.
1.3 In the event of any conflict between the terms of the Conditions and the terms of this Returns Policy the provisions of the Conditions will prevail.
1.4 In addition to this Returns Policy the Seller has supplementary returns policies in respect of specialised product groups contained in the Trade Price List and which are notified to the purchasers of such products (including, without limitation, the Purple Panda (Supplies) Interiors Supplementary Conditions which apply in respect of Furniture Products).
1.5 In the event of any conflict between the terms of this Returns Policy and the terms of any of the specialised product group’s returns policies then the provisions of the relevant specialised product group returns policy will prevail.
2.1 The Seller has the discretion (which it may exercise as it wishes) to accept the return of any of the Goods supplied to but not required by the Buyer (upon such terms in respect of a handling charge of 20% of the invoiced value of the Goods returned or otherwise as the Seller may choose as set out below) and to issue a credit note in respect thereof. Any request by the Buyer to the Seller to exercise such a discretion must be made in accordance with the procedure and within the time periods set out in Condition 3 and is subject to the provisions of this Condition 2.
2.2 The Seller will only consider any claim by the Buyer for a return if the provisions of this Returns Policy are complied with and:
2.2.1 the items to be returned are in their original inner and outer packaging and none of the packaging shall have been written upon, taped or had permanent labels attached.
2.2.2 the items to be returned are in otherwise satisfactory and merchantable condition and may be re-sold at the price that would have been paid by the Buyer;
2.2.3 the items to be returned are of a type distributed by the Seller at the time of the claim;
2.2.4 in the case of electronic office machines the Seller has a like remedy against the manufacturer thereof;
2.2.5 in the case of dated products (but not including academic diaries) the return request is made by 10 December of the year previous to the year to which such dated products relate after which the product becomes non returnable regardless of when the product is ordered; and
2.2.6 in the case of computer consumable products, the outer seal has not been tampered with in any way. If the Buyer returns such product(s) as faulty, it will only be granted a credit note if the manufacturer of such product(s) accepts that the product has not been misused, over loaded, incorrectly installed or incorrectly stored. In certain circumstances, a faulty product evaluation form must be completed by the Buyer.
2.3 The Seller is entitled to charge the Buyer for the cost of collecting the Goods no longer required, and / or for any carriage costs that it may incur for accepting the return of such Goods.
2.4 If the Buyer returns the Goods within 1 -15 Working Days from the date of delivery then the Seller reserves the right to charge a restock fee
2.5 If the Buyer returns the Goods within 16 –30 Working Days from the date of delivery then the Seller shall charge the Buyer a 20% restock fee
2.6 If a return is accepted a credit note will be issued in the sum of that part of the purchase price paid in respect of the Goods returned less deductions for the Seller's costs as set out in this Condition 2.
2.7 The Seller will not (without prejudice to its discretion in Condition 2.1) accept the return of any electrical items which have been removed from their packaging or any food stuffs or food products.
2.8 The Buyer may not return Bespoke Goods or any Goods marked as non-returnable in the Trade Price List.
3. Claims Procedure for Returns
3.1 The Seller's customer sales office or services office must be notified of any claim in respect of any returns or request by post, facsimile, e-mail or by telephone specifying the reason giving rise to such claim or return. Notification must be made within the time limits set out below for each reason giving rise to a claim
3.1.1 where any product is no longer required -within 30Working Days;
3.1.2 where a product was ordered and invoiced but an incorrect product was sent out due to picker error -within 3 Working Days
3.1.3 where a product delivered to the Buyer was not ordered by the Buyer but invoiced to the Buyer and delivered in error -within 5 Working Days;
3.1.4 where a product delivered to the Buyer was not ordered by the Buyer and has not been invoiced to the Buyer or the product was over supplied -within 20 Working Days.
Where such a claim or request is made by telephone it will only be considered by the Seller if an acknowledgement reference is obtained by the Buyer and the claim or request is confirmed by post, facsimile or e-mail by the Buyer within 5 Working Days quoting the acknowledgement reference.
3.2 The Seller will only consider a returns request in respect of any of the Goods if the following further information is given
3.2.1 the invoice number and/or the advice note number in respect of the Goods;
3.2.2 the part number of the item (or any description that clearly identifies the item to be returned)
3.2.3 the quantity of the Goods (expressed in the Seller's correct unit of sale) the subject of the returns request; and
3.2.4 the reason for the returns request and the collections note number and/or the returns note number.
Purple Panda Bespoke Goods And Service Supplementary Conditions
A1) These Supplementary Conditions apply to Orders for Bespoke Goods and Bespoke Services and are in addition to the Conditions.
A2) Words and expressions in these Supplementary Conditions shall have the same meanings as set out in the Conditions unless stated to
A3) In the event of any conflict between the terms of the Conditions and these Supplementary Conditions the provisions of these
Supplementary Conditions will prevail
B. DELIVERY DATE CONFIRMATION
B1) Following receipt of an Order for Bespoke Goods the Seller will, after first consulting with its own relevant supplier, advise the Buyer of
the estimated delivery date for the Goods. The Buyer shall be entitled to request the Seller to agree to cancel the order where the
estimated delivery date advised is not acceptable to the Buyer. The Seller may consent to a cancellation where the Seller is able to
cancel its own order with its supplier without penalty. If the Seller does not agree to cancel the Order then the Seller shall be entitled to
proceed with such order in accordance with the Conditions and these Supplementary Conditions.
C1) If the Buyer fails or refuses to take delivery of the Bespoke Goods when agreed by the Seller and the Buyer the Seller may store the
Bespoke Goods until actual delivery and charge the Buyer for the costs (including insurance) thereof or (at the Seller\u02bcs option) sell the
Bespoke Goods at the best price readily obtainable and (after deducting all reasonable storage and selling expenses) account to the
Buyer for the excess of the sale proceeds over the price agreed between the Seller and the Buyer for the Bespoke Goods or charge the
Buyer for any shortfall of the proceeds below such price or where the Seller cannot sell the Bespoke Goods charge the Buyer at the full
invoice value for the Bespoke Goods.
D1) The Buyer may not return Bespoke Goods following delivery.
Purple Panda Interiors Supplementary Conditions
1.1 These Purple Panda Interiors Supplementary Conditions apply to Orders for Furniture Products except for those for delivery in ROI and NI and shall apply in addition to the Conditions and the Seller's Customer Returns Policy.
1.2 Words and expressions in these Purple Panda Interiors Supplementary Conditions shall have the same meanings as set out in the Conditions unless
stated to the contrary.
1.3 In the event of any conflict between the terms of the Conditions, the Seller's Customer Returns Policy and these Purple Panda Interiors Supplementary
Conditions, the provisions of these Purple Panda Interiors Supplementary Conditions shall prevail.
2. DELIVERY OF FURNITURE PRODUCTS
2.1 The Seller shall be entitled to charge the Buyer for delivery of Furniture Products in accordance with its currently published Purple Panda Interiors Delivery Charge Policy as at the date the Order is accepted.
2.2 Whilst the Seller shall use its reasonable endeavours to deliver the Furniture Products to the Buyer within the period specified in the Contract, this
may be affected by circumstances beyond the Seller's control. Time for delivery shall not be of the essence.
2.3 Palletised deliveries may be made by an articulated vehicle. The Buyer must notify the Seller of any access issues at the time the Order is placed.
Failure by the Buyer to do so may result in a failed delivery and additional charges being payable for redelivery as set out in Condition 2.4
2.4 If the Furniture products cannot be unloaded at the delivery address specified in the Order for any reason a single attempt to redeliver the Furniture
Products will be made. If subsequent delivery attempts fail or the Order is refused this will be classed as a product that is no longer required and a
35% restock will be applied as detailed in Condition 5.5 below. If the Buyer requests a redelivery to a different address than originally specified in
the Order this will be dealt with by the Seller on a case by case basis and the Seller shall provide a quote for the redelivery charge before arranging
2.5 Unless agreed otherwise at the time the Order is accepted, delivery shall be to the ground floor only and palletised deliveries shall be made to the
kerbside outside the delivery address.
3. CLAIMS PROCEDURE IN RESPECT OF DAMAGED AND FAULTY FURNITURE PRODUCTS
3.1 The Buyer must notify the Seller of any Furniture Products which are received damaged within three days of receipt.
3.2 The Buyer must notify the Seller of any Furniture Products which are faulty (for example, Furniture Products which have a manufacturing fault, a
part is missing or there is some other problem attributable to the manufacturer) within three days of the fault being identified.
3.3 If a Furniture Product is damaged in transit, the Seller will send replacement component parts as soon as reasonably practicable. The Seller shall
(where possible) send the replacement component parts by next working day delivery.
3.4 All Furniture Products arriving in damaged packaging must be signed for as damaged on receipt of the consignment. Failure to do this may result
in the claim not being processed.
3.5 In the event that a Furniture Product develops a fault due to manufacturing problem, replacement parts will be sent according to the applicable
guarantee and warranty. If replacement parts cannot resolve the fault, the Seller will be entitled to seek alternative evidence (e.g. electronic
images) or potentially provide a replacement product to the Buyer and collect the faulty products.
3.6 If the fault given as cause for returning the Furniture Product is not apparent on inspection by the Seller, the Furniture Product will be returned to
the Buyer at the Buyer's expense and no credit applied to the account.
4. SHORT DELIVERY AND ERRORS
4.1 The Buyer must notify the Seller of any Furniture Products which are short delivered within one (1) Working Day of delivery
4.2 The Buyer must notify the Seller of any Furniture Products which are received incorrectly (for example, where the incorrect product has been sent
or a product has been delivered which was not ordered) within three (3) Working Days of receipt. Incorrect products must remain in a saleable
condition and within their original packaging or additional charges may be incurred.