ACU-SOL ORDERS, DELIVERY and GOODS RETURN POLICY
Revision: 30 August 2022
ORDER CONTACT DETAILS:
Sales Team: Ginette Ilunga
Tel: 021 931 6775/4741 Email: firstname.lastname@example.org
Customer service and Product Service and Quotations:
Shaanre’ Barkhan (Miss): Tel: 021 931 6775 (Extension 4) Email: email@example.com
Searle Barkhan (Mr.).: Tel: 021 931 6775 (Extension 6) Email: firstname.lastname@example.org
Trading hours are between 7:30 am and 4:30 pm, Monday to Friday.
We recommend that orders are placed preferably via email or online platforms. All orders should contain the correct description, strength, pack size, product codes, quantity, customer name and order reference.
Customers on account who order regular Ex stock items will have their stock dispatched on their account according to their credit limit. Should a cash customer purchase regular Ex stock items, the order will be accepted, and dispatch will wait for proof of payment before proceeding. Should a line not be regular Ex Stock then cash customers must make payment in advance before production may proceed, the same may apply to account customers.
Stock collection for orders exceeding R750.00 (excl vat), will qualify for a 2.5% discount on the invoice. This applies to all wholesalers, whether they pay cash or are on a 30-day account.
PLEASE Note: Notification requesting collection must be clearly stated on the official order.
Stock will only be released upon proof of payment for cash customers. Orders where Proof of Payments are received before 2:30 pm will be prepared the same business day for dispatch. If received after 2:30 pm the order will be dispatched the following business day.
Daily cut off time for dispatch by delivery is 2:30 pm. Orders received for national deliveries (area dependent) on a Thursday will only be dispatched on a Friday.
We make use of third-party courier services as well as our own delivery service. Both do not accept cash or card payments on our behalf.
The couriers operate on set routes and cannot prioritize any deliveries unless we receive an extra charge. Please see the Table 1 for expected time (ETA – Expected time of Arrival) from paid order to delivery/receipt of your order.
Though Acu-Sol (Pty) Ltd will use every endeavor to comply with the time period of delivery, no responsibility can be accepted for any loss or damage incurred by Acu-Sol (Pty) Ltd on account of any delay in delivery arising out of any circumstances beyond Acu-Sol (Pty) Ltd’s control, which circumstances will include, but in no way be limited to:
any delays in the supply of merchandise by the Suppliers which cannot be directly or indirectly attributed to them.
the Client not providing Acu-Sol (Pty) Ltd with necessary information.
adverse weather conditions
any delays caused by third party couriers.
Delays can occur resulting in an extra day stock ETA. We cannot be held responsible for delays in delivery by third party couriers.
Re-deliveries or backorders may carry an additional delivery charge.
An additional fee may be charged if re-delivery must take place due to no-one being there to receive the initial delivery. If you will not be available for delivery, kindly inform our offices in advance for us to make alternative arrangements or provide an alternative delivery address and contact number. This notification must be in written format in email, 24 hours prior to delivery.
Due to the inherent cost of delivery, please accept the below (Table 1. Delivery Charge per Order Value in Location and Stock ETA) detailing the delivery cost per region and order value.
Table 1. Delivery Charge per Order Value in Location and Stock ETA
HUB REGIONS DETAILED:
Below is a guideline outlining which locations fall into the respective location terms (Table 2 - Delivery Location, Terms and Town/City examples). This list is not all encompassing, and should your region not be detailed below, please contact us to find out which location term your delivery falls into. Acu-Sol shall send an ETA in their order acknowledgement, as possible.
Table 2. Delivery Location Terms and Town/City examples
GOODS RETURNS POLICY:
If you are not entirely satisfied with your purchase, we are here to help.
Your item needs to have the invoice or proof of purchase.
Any request to uplift or return stock for credit must be made strictly within 10 days from the date of receipt of such stock.
We will uplift and pass a full credit, upon return to Acu-Sol (Pty) Ltd on any stock supplied that is not in accord with the description on your official order. We cannot take liability for discrepancies resulting from incorrect orders. We will not take accountability for incorrect orders received telephonically. To avoid complications, we recommend that all orders be placed by email, online platform or a messaging service and include the correct description, strength, pack size, product codes, quantity, customer name and order reference.
Acu-Sol (Pty) Ltd reserve the right to refuse the client’s notice to cancel the order and the client shall be liable for the full amount per the order, Acu-Sol (Pty) Ltd alternatively may accept the cancellation and charge the client a cancellation penalty.
If you changed your order after dispatch wanting a different stock item, we will uplift the stock, however a 25% handling fee will be charged as well as the courier costs involved. Should an order be placed and is sourced or manufactured specifically for the customer, but the order is cancelled by the customer before dispatch, the right is reserved for Acu-Sol (Pty) Ltd to charge the customer 25% to 100% of the intended order value.
To be eligible for a return, your item must be unused and in the same condition that you received it. We will only pass a credit on stock that has been stored away from light in a clean dry place below 30o C. The product must be in a re-saleable condition and in its original sealed packaging.
Any stock received that has been damaged in transit, or that has a shelf life of less than four months must be claimed for in 7 days. This stock will be uplifted by Acu-Sol (Pty) Ltd and a full credit will be passed, upon its return to Acu-Sol (Pty) Ltd. Note that minor abrasion to bottle, label or boxing does not qualify as damage. Should product be leaking, "damaged stock" must be noted on the waybill or invoice on receipt and a photo submitted to Acu-Sol within 48hours from receipt. Kindly inform us of the batch number and expiry date so we may match it to the one dispatched. Once we receive your returned item, we will inspect it, to determine the cause of the defect, and notify you on the status of your credit or replacement after inspecting the item.
Any stock received with a 3-month shelf life or longer, cannot be returned short dated for full credit. It is the customers responsibility to maintain good stock control and identify short-dated stock to be returned, well in advance of expiry. No stock with less than 3-months to expiry may be returned. Should the customer insist on returning the product, transport will be for the customer’s account including a handling fee of 25%.
When the credit is passed on your return, it will remain on your account for your next purchase. No refunds to your bank account will take place, unless your account is terminated with Acu-Sol.
If for any other reason your department may make a request that we uplift and pass a credit on stock received, a 25% handling fee will be claimed. If your department feels that they are not liable to bear the 25% handling fee, a full explanation must be provided in writing which will be referred to our management.
DAMAGED OR MALFUNCTIONING EQUIPMENT:
Should a product malfunction or stop working, notification needs to be emailed to Acu-Sol (Pty) Ltd immediately.
All warranties will be for a period of 6 months from date of purchase and will only apply for any defect from the manufacturer. Appliances that malfunction within 6 months from date of purchase, when used as intended, will generally be repaired, and not replaced.
Equipment that malfunctions after 6 months warrantee will be repaired, repairs will be billed to the customer. A charge will be billed for any other fault or damage.
All courier charges will be to the accounts of the customer or goods can be couriered back at the customer’s own cost.
Once we receive your item, we will inspect it and notify you on the status of your credit or replacement after inspecting the item. If your return claim is approved, we will initiate a credit to your account for your next purchase.
If for any other reason your department may make a request that we uplift and pass a credit on stock received, a 25% handling fee will be claimed. If your department feels that they are not liable to bear the 25% handling fee, a full explanation must be provided in writing. The latter will be referred to our management.
Acu-Sol (Pty) Ltd reserves the right to institute the necessary legal proceedings in the event of non-payment, which will entitle the Acu-Sol (Pty) Ltd to repossess goods supplied.
The customer agrees that interest will be charged per applicable legislation on all monies (outstanding / arrears) that are due payable.
Save for Acu-Sol (Pty) Ltd being liable to you under the Consumer Protection Act 68 of 2008, where applicable, in relation to any products sold by Acu-Sol (Pty) Ltd, we shall not be liable for any damage, loss or liability of whatsoever nature arising from the use or inability to use products/goods sold to a client, beyond our reasonable control.
Thank you for your valued support and we desire to fulfill your expectations.