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Return and Exchange Policy

General Terms

  • Customers can return goods to Criterion provided they notify customer service within 20 business days of receipt of order.
  • Customer service will issue customers with a Return Authorisation (RA) number and goods are to be returned within 7 business days or the return will be rejected.
  • No returned goods will be accepted without a Return Authorisation Number.
  • No Credits will be applied to the customer account without physical return of goods, unless authorised by Customer service Staff (Proof maybe required)
  • A restocking fee equal to 20% of value of goods being returned will be applied.
  • Credit will be applied only after the item is received and examined by Criterion Industries’ and where the goods are determined to be in saleable condition. Until that time, the customer remains liable for payment in full.
  • All freight will be charged if the product is non-defective.

    Defective product

    • Transportation details will be documented along with the RA and cost of transport will be covered by Criterion Industries.
    • If agreed by Criterion, once the RA Form has been raised and photo evidence has been provided, defective material may be disposed of on site.
    • Goods returned shall not be subject to a handling / restocking fee.

      Incorrect / Oversupplied Product

      • Transportation details will be documented along with the RA and cost of transport will be covered by Criterion Industries.
      • All goods supplied incorrectly or over supplied are to be returned to Criterion Industries in saleable condition.
      • Goods returned shall not be subject to a handling / restocking fee.

        Exclusions

        Criterion Industries will not issue a credit for non-defective products under any of the following reasons:

        • Custom manufactured or special orders (made to order)
        • Special clearance sales of discontinued product
        • Goods purchased through anyone other than Criterion Industries and or purchased from an outside vendor
        • Product for which the customer cannot provide proof of purchase from Criterion Industries
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