2.0 Returns Policy
2.1 Returns Periods:
2.1.1 The standard returns period is 30 days. This starts from the point the goods are delivered. The product must be returned in a resalable condition, must not have been used and the goods must be in their original packaging. Some items such as specifically created items will have to be approved for a return by the departments manager due to the unlikely chance the product can be resold.


2.1.2 Damaged Items. Synergy Environmental Solutions Ltd must be informed of any damaged items within 48 hours of the product being delivered. The product should be checked at point of delivery and any damage must be marked with the courier. Any hidden damage will come under the 48 hours damaged period.


2.1.3 The return of goods outside of the returns periods detailed in section 2.1.1 and 2.1.2, can only be accepted if the following criteria are met. 1) The product has been recalled due toa manufacturing, or design error. 2) The product provided by Synergy Environmental Solutions Ltd. is not suitable for the application specified by the customer. All products being returned outside of the returns periods that do not meet this criterion must be approved by a company Director of Synergy Environmental Solutions Ltd.



2.2 Returns Process:
The normal returns process must always be completed when any product is to be returned to Synergy Environmental Solutions Ltd. This ensure that’s that records are correctly maintained, and so that returned products can be dealt with in the most effective and efficient manner.

2.2.1 A Return Merchandise Authorisation (RMA) form must always be completed by the customer before the product can be returned. Once an RMA form has been completed, it must be sent back to Synergy Environmental Solutions Ltd for processing. RMA forms must contain all relevant information including but not limited to; PO number, quote reference number, item description, reason for return, contact name and contact telephone number (Where products are agreed to be collected, the contact information must be for the end user at the site the product is being collected from).



2.2.2 Once an RMA form has been received, processed and accepted, an RMA number will be raised and issued back to the customer. The customer must label the product being returned with the RMA number; this will ensure that product can be matched to the RMA claim. Customers who fail to suitably label the product with the RMA number may see a delay in the returns process.


2.2.3 Products can only be returned to Synergy Environmental Solutions Ltd one the RMA process has been completed, and an RMA number has been raised. Where a product has been sent back without an authorised RMA number, the returns process may be delayed, or the customer may have to arrange for the products to be re-collected from the holding warehouse.


2.2.4 If an order has been damaged, a claims form must be completed and sent to Synergy Environmental Solutions Ltd for processing. For claims to be processes effectively, the following information should be included with the claim as a minimum; Photographs of the damaged product (including packaging), Description of the product and damage, Copy of the delivery note, Consignment number (where applicable), Product part number, Your original PO number and the quantity of affected products.


3.0 Missing Products:
3.1 Synergy Environmental Solutions Ltd must be informed of any missing products within 48 hours of the product being delivered. Missing products will come under two categories: ‘Missing on Site’, and ‘Missing During Transportation’.

3.1.1 Products missing on site is when a courier claims to have delivered the goods. If a Proof of Delivery (POD) with a signature has been received, the customer is responsible to prove that the goods were not left at the site. If this cannot be proven, the goods will be classed as delivered. If the courier claims to have delivered the goods but a POD cannot be supplied, we will presume that the goods were not delivered and replacements goods will be ordered.


3.1.2 Products missing during transportation is where the goods are presumed lost during transportation, or we have been informed by the courier that the goods are missing. Synergy Environmental Solutions Ltd will re-order the missing goods and open a claims procedure with the courier.

3.1.3 If an order has been lost in transit, a claims form must be completed and sent to Synergy Environmental Solutions Ltd for processing. For claims to be processes effectively, the following information should be included with the claim as a minimum; Courier confirmation of missing product (if available), Part number of missing product, Your original PO Number and Quantity of missing product.


4.0 Claims:
4.1 If a claim is accepted, a replacement product will be ordered and sent out to the customer as soon as practicably possible.
4.2 If a claim is denied, it is the responsibility of the customer to request a new order is raised, with normal ordering procedures being followed.