Subject to the terms and conditions detailed (a) in this policy, and (b) the Criterion terms & conditions of sale (as published from time to time at www.criterionindustries.com.au), a Criterion Industries Pty Ltd (‘Criterion’) customer (‘Customer’) may return goods purchased from Criterion (‘Goods’) to Criterion.
A Customer must notify Criterion customer service staff of its intention to return Goods within 20 business days of receipt of those Goods.
Upon such notification, Criterion customer service staff will (in the case of Defective Goods or Incorrect/Oversupplied Goods), or may (in the case of Non-Defective Goods), issue to a Customer a Sales Return Order (SR) in Business Central (being a system-generated authorisation linked to the original sales order number).
Goods must be returned (other than Defective Goods that Criterion has authorised may be disposed of under the below section titled ‘Defective Goods’) within 7 business days of a Customer being notified of an SR, noting that a failure to do so will result in Criterion rejecting the return.
No Goods returned will be accepted by Criterion without a valid SR reference.
No credit will be applied to the Customer account without physical return of the Goods linked to the SR (other than Defective Goods that Criterion has authorised may be disposed of on site).
In the case of Non-Defective Goods, a handling/restocking fee equal to the greater of $100.00 plus GST or 20% of the value of the Goods returned will be applied.
Criterion will only process a credit after (a) the Goods have been returned and examined by the Criterion receiving department, and (b) in the case of Non-Defective Goods or Incorrect/Oversupplied Goods, Criterion has determined that the Goods are in a saleable condition. Until that time, the Customer remains liable for payment in full.
Freight: All freight will be charged for Non-Defective Goods returned. Where Criterion is at fault (Defective or Incorrect/Oversupplied Goods), Criterion will cover the cost of transport.
All relevant transportation details will be documented along with an SR.
If agreed by Criterion, once an SR has been issued to a Customer and evidence (e.g. photograph) satisfactory to Criterion has been provided confirming the Goods are defective, such Goods may be either collected by Criterion or disposed of on site by the Customer (in Criterion’s sole discretion and as advised in writing).
An SR reference must accompany (be attached to) each package/pallet of Defective Goods upon pickup.
Defective Goods returned shall not be subject to a handling/restocking fee.
All relevant transportation details will be documented along with an SR.
All Incorrect or Oversupplied Goods supplied by Criterion to a Customer must be returned in a saleable condition.
An SR reference must accompany (be attached to) each package/pallet of Goods upon pickup.
Incorrect/Oversupplied Goods returned shall not be subject to a handling/restocking fee.
Criterion Industries will not issue a credit to a Customer for Goods under any of the following reasons:
In the case of Non-Defective Goods, they were either (a) specially or custom manufactured (e.g. Non-Stocked Items / made-to-order Goods), or (b) purchased by a Customer as part of a clearance sale of discontinued product.
Custom or Special Orders (Pre-Delivery): Where a Customer cancels Goods that are specially or custom manufactured, or procured on order, but production or procurement has already commenced, Criterion reserves the right to charge the Customer up to 100% of the order value (depending on the stage of manufacture/procurement). If production or procurement has not yet commenced, Criterion may allow cancellation without penalty, at its sole discretion.
The Goods were not purchased directly from Criterion.
Goods returned are not the subject of a valid Sales Return Order (SR).
The Customer is not able to provide proof of purchase evidence to Criterion (in a form satisfactory to Criterion).
Criterion does not provide long-term storage for Customer orders.
All Goods (including Stocked Items, Non-Stocked Items, and Custom/Special Orders) must be delivered to the Customer within 30 days of being made available for dispatch.
Where Goods are not collected or cannot be delivered within 30 days, Criterion reserves the right to:
invoice the Customer in full;
arrange delivery to the Customer at the Customer’s cost; or
apply a storage fee at Criterion’s discretion.
Custom/Special Orders (made-to-order or procured on order) will not be stored in Criterion’s warehouse pending later delivery — these must be accepted by the Customer once completed or received.
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