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Return and Exchange Policy

General Terms

  • 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 Return Authorisation Number (‘RAN’ – being a return authorisation number 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 a RAN, noting that a failure to do so will result in Criterion rejecting a return of the Goods the subject of an issued RAN.
  • No Goods returned will be accepted by Criterion without a valid RAN.
  • No credit will be applied to the Customer account without physical return of the Goods the subject of an issued RAN.
  • 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 Non-Defective Goods returned will be applied.
  • Criterion will only process a credit in favour of a Customer 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.
  • All freight will be charged for Non-Defective Goods returned.

    Defective Goods

    • All relevant transportation details will be documented along with a RAN, and the cost of transport will be covered by Criterion.
    • If agreed by Criterion, once a RAN has been issued to a Customer and evidence, satisfactory to Criterion confirming that the Goods are defective, has been provided to it (e.g. photograph etc.) (‘Defective Goods’), Defective 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 to the Customer).
    • A RAN must accompany (be attached) to each package / pallet of Defective Goods upon pickup by a Criterion driver.
    • Defective Goods returned shall not be subject to a handling/restocking fee.

      Incorrect / Oversupplied Goods

      • All relevant transportation details will be documented along with a RAN, and the cost of transport will be covered by Criterion.
      • All incorrect or oversupplied Goods supplied by Criterion to a Customer (‘Incorrect/Oversupplied Goods’) must be returned to Criterion in a saleable condition.
      • A RAN must accompany (be attached) to each package / pallet of Defective Goods upon pickup by a Criterion driver.
      • Incorrect/Oversupplied Goods returned shall not be subject to a handling/restocking fee.

        Exclusions to the Policy

        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. made to order Goods), or (b) purchased by a Customer the subject of a special clearance sale of discontinued product
        • The Goods were not purchased directly from Criterion
        • Goods returned are not the subject of a valid RAN
        • The Customer is not able to provide proof of purchase evidence to Criterion (in a form satisfactory to Criterion).
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