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 (“Goods”), it is important to understand the below conditions.

Unopened Stocked Goods

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

Opened Stocked Goods

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

Cancelled Orders

• 30% 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

Non-standard stocked / Special Goods

• Customer will not be able to be refunded for Goods that we do not hold as regular stock. Goods are the likes of, but not limited to:
  • Bar Screens
  • Dehydrators
  • Rotary Air Blowers
  • Pumps for high temperature liquids (Rank 60, Rank 80)
  • KRDX (1000V)
  • Seawater resistant pumps
  • Cast 316 stainless steel pumps
  • Mixers
• If unsure if the Goods are ‘non-standard/special’, please contact Tsurumi on 1300 917 915

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

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