Returns Statement & Procedure

RETURNS STATEMENT

Tsurumi Australia is committed to providing the best experience with our products. In some rare instances, should a customer wish to return an item (defined as “Goods”), it is important to understand the below conditions.

Definitions

• Stocked Goods: Consistent pumps, parts or accessories that are kept on hand for sale
• Special Goods: Goods which we do not hold as regular stock, pumps made to order or modified pumps

Unopened Stocked Goods

• Customer may return “’unopened” Stocked Goods within 44 days of the invoice date
  
  • Customers with a cash only account will receive a refund
  • Customers with a 30-day credit account will receive a credit
• Tsurumi will not accept returned Stocked Goods after 45 days of the invoice date
• A restocking fee applies, equivalent to 30% of the invoiced value of the returned Stocked Goods, which will be deducted from the refund/credit value
• Freight cost for Stocked Goods to return to warehouse is customer’s expense
• Goods have to be in a fully resalable condition as when Stocked Goods were initially received

Opened Stocked Goods

• Customer may return “opened” Stocked Goods within 44 days of the invoice date
  
  • Customers with a cash only account will receive a refund
  • Customers with a 30-day credit account will receive a credit
• Tsurumi will not accept returned Stocked Goods after 45 days of the invoice date
• A restocking fee applies, equivalent to 30% of the invoiced value of the returned Stocked Goods, which will be deducted from the refund/credit value
• Freight cost for Stocked Goods to return to warehouse is customer’s expense
• Goods are required to be in good condition, all components returned and proved to be in resaleable condition
• Products that have been “used” or not in their original packaging cannot be returned

Special Goods

• Special Goods are non-returnable and non-refundable from purchase order date, except for a warranty claim
• Quotations & invoices will indicate (via an *) items classified as Special Goods. If you require clarification on an item, please contact Tsurumi on 1300 917 915

Cancelled Orders

• 10% cancellation fee of the invoiced value of the returned Goods, will apply if the Goods are picked and packed, and ready for dispatch from our warehouses
• An order that has been shipped cannot be cancelled
• If Customer refuses an already shipped order, Customer will be responsible for both the outbound and return shipping costs. A 30% restocking fee of the invoiced value of the returned Goods applies
• Special Goods order cannot be cancelled at any stage of the sale

General Conditions

• Refunds will only be passed once it is passed through Tsurumi’s quality inspection
• Our warehouses will not accept returned Goods without prior notification
• Goods may not be returned except by prior written permission from an authorized officer of Tsurumi
• Any concerns or questions on this return statement, please contact Tsurumi on 1300 917 915

RETURNS CLAIM PROCEDURE

Intent 

For customers of Tsurumi Australia it is necessary to understand how to return any Tsurumi product.

Objectives

1. Create a fast and effective way to deal with customers’ requests at the earliest convenience.
2. Ensure Tsurumi obtains the full details to make a fair judgment of a return claim.

Customer Return Claim Steps

1. Obtain the document TAF-B03-Return or Replacement Authorization Form from Internal Sales, sales@tsurumipumps.com.au. Tsurumi will not take any action prior to this form being completed.
2. Complete TAF-B03-Return or Replacement Authorization Form.
   • Please make sure to provide all the applicable information including a photo of the Goods. If unsure how to include photos in the document, please attach or include on an email.
3. Submit the form & photos via email to Internal Sales, sales@tsurumipumps.com.au.
4. Once form & photos are received, Tsurumi will determine if return is acceptable or not.
5. If return claim has been approved, you can pack Goods and organise freight to the address instructed by Tsurumi. When returning Goods, ensure the TAF-B03 form is included.
6. Once the Goods are received at warehouse and analysed to be in resalable condition, a credit or refund will be issued.

Tsurumi Australia’s Returns Claim Steps

1. Once completed form & photos are received, Tsurumi will review the information and determine if return is acceptable.
2. Tsurumi will provide feedback to the customer, stating if return is accepted or declined.
3. For approved return claim, the customer will be credited or refunded.

Notes

• Refer to Tsurumi’s Returns Statement for full details on what is acceptable for a credit or refund.
• All returns are subject to a restocking fee equivalent to 30% of the invoiced value of the returned Goods.

Related Document References

• TAF-B03-Return or Replacement Authorization Form