Eurolux

RETURNS POLICY:
This policy is an addendum to Eurolux (Pty) Ltd.’s standard terms and conditions of trade and must be
read and understood as if incorporated in such terms and conditions.
No goods will be accepted for return, nor any credit given, unless the correct procedures for return are
followed, and the reason for return falls within Eurolux (Pty) Ltd.’s returns policy.
1. Breakages
1.1 All breakages are to be reported to Eurolux within 72 hours of receipt by the client.
1.2 The client must supply the original invoice number and Eurolux stock code of the items.
1.3 The client must provide a written report on how the damages/breakages occurred.
1.4 The client should obtain a numbered Return for Credit (RFC) document from Eurolux which will be
submitted to the client for return with the goods.
1.5 In the event that replacement spares can be supplied these will be supplied at no cost to the
client.
1.6 The RFC will contain details of whether the goods are to be returned or not.
1.7 No returns will be accepted where the goods have been damaged due to negligence of the client
or its agents.
1.8 No returns will be accepted where the goods have been disassembled, physically altered or
combined with other goods or property.
1.9 No returns will be accepted where the consumer did not adhere to the installation instructions.
Please note: Where applicable all fittings must be installed by a licensed / registered electrician,
failing which Eurolux will not accept returns or be liable in any manner.
2. Faulty Goods and Warranty Claims
2.1 Eurolux warranty period is 12 months from the date of invoice of the goods, with the exception of
light bulbs.
2.2 Warranty period on light bulbs is dependent on the rated hours for such light bulbs.
2.3 All faulty goods or warranty claims are to be reported to Eurolux and authority obtained from the
Eurolux returns department prior to returning these goods to Eurolux for repair, replacement or
credit.
2.4 The client must supply the original invoice number and Eurolux stock codes of the items being
returned.
2.5 The client should obtain a numbered Return for Credit (RFC) document from Eurolux which will be
submitted to the client for return with the goods.
2.6 Eurolux reserves the right to replace/repair the faulty goods at their own cost, and a credit will not
necessarily arise.
2.7 Where Eurolux has repaired the goods, such repairs will carry a warranty for three months and
the consumer must retain the proof of repair for the three month warranty period.
3. Incorrectly Ordered
3.1 Goods incorrectly ordered by the client, may be returned for credit within 72 hours of receipt by
the client.
3.2 Goods returned attract a 15% handling fee and the client will be liable for the original delivery
costs as well as the return delivery cost.
3.3 The client must supply the original invoice number and Eurolux stock codes of the items being
returned.
3.4 The client should obtain a numbered Return for Credit (RFC) document from Eurolux which will be
submitted to the client for return with the goods.
4. Incorrectly Supplied
4.1 Where goods are incorrectly supplied by Eurolux, these will be credited in full on receipt by
Eurolux, provided they are received in the same order and condition.
4.2 Goods being returned must be reported within 72 hours of receipt, failing which the client shall be
liable for payment.
4.3 The client must supply the original invoice number and Eurolux stock codes of the items being
returned.
4.4 The client should obtain a numbered Return for Credit (RFC) document from Eurolux which will be
submitted to the client for return with the goods.

5. Short Delivered
5.1 Where goods are short delivered by Eurolux, these will be delivered or credited as the case may
be, provided the matter is reported to Eurolux within 72 hours of delivery to the client.
5.2 The client must supply the original invoice number and Eurolux stock codes of the items short
delivered, as well as the courier documents on which the delivery was made.
5.3 The client should obtain a numbered Return for Credit (RFC) document from Eurolux which will be
submitted to the client, as proof of credit being approved.
5.4 Failure to report any shortage within 72 hours of delivery shall be deemed to be receipt by the
client of a complete order and the client shall be liable for full payment.
6. General
In the event of any conflict between this returns policy and the standard Eurolux terms and conditions,
then the stipulations contained in this returns policy shall prevail and be binding and enforceable.
GOODS RECEIVED BACK PROCEDURE:
Drivers are not allowed to accept goods back without the customer having first phoned for
authorisation in order to obtain approval and a return for credit (RFC) order number.
The driver may only accept goods back if:
 The customer has a return for credit order number from the Warehouse Returns Clerk.
 The customer has written the RFC order number onto a copy of the original Eurolux invoice.
 This invoice must be returned with the goods in a sealed carton.
Courier returned goods:
 Goods will not be accepted back from a courier company if the customer has not received a RFC
order number from the Warehouse Returns Clerk.
 This RFC number must be written onto a copy of the original Eurolux invoice and be returned with
the product in the box.
 Very important - the RFC number must appear on the forwarding documents. If the RFC number
does not appear on the document it will not be accepted.
Eurolux conditions for accepting back stock:
 The customer must phone for a RFC order number and discuss the reason for the return.
 Breakages - must be reported telephonically to the Warehouse Returns Clerk within 72 hours of
invoicing / delivery or a credit / replacement will not be considered. The Warehouse Returns Clerk is
the only person who can supply a RFC order number. If s/he is not available a message must be left
with reception specifying details of the complaint.
 Faulty goods - there is a one-year warranty from date of invoice subject to correct installation by a
certified electrician. Faulty goods will be repaired. If Eurolux is unable to repair the item it will be
replaced or credited.
 If the customer ordered goods in error - a 15% handling fee will be charged. If the RFC order
number is attained within 72 hours of invoicing, Eurolux will then accept the goods back for credit.
If the error is not reported within 72 hours Eurolux will not accept the goods back.
 Samples - these must be returned to Eurolux premises within 7 days of invoicing in perfect
condition including its packaging or the customer will not be credited. If the goods are couriered
back to Eurolux, it will be for the customer’s account and not Eurolux.
Important: all returns that are accepted back by Eurolux must be in the same or similar condition as
at sale to the client and capable of being resold as new. If the packaging is damaged or the goods
are incomplete Eurolux will not accept them back and will not pass a credit.
No goods will be accepted back if the above procedure is not followed.
VERY IMPORTANT!
EUROLUX WILL ARRANGE FOR COURIER SERVICES FOR STOCK THAT IS BROKEN IN
TRANSIT OR FAULTY STOCK THAT IS STILL IN THE ONE YEAR PERIOD.
A CUSTOMER WHO PREFERS TO USE THEIR OWN COURIER WILL BE RESPONSIBLE FOR
PAYMENT OF COURIER FEES. FOR ANY DORMANT STOCK OR CANCELLED ORDER EITHER
BY YOU OR YOUR CUSTOMER, YOU HAVE TO ARRANGE A COURIER.