This Returns Policy describes how Eago UK Co Ltd ("Eago",
"we", "us" or "our")
handles return of goods in connection with delivering
the products and services that are made available
to you through the Site.
By accepting the User Agreement
during the process for registering an Eago account,
or by using the Site, you expressly
consent to this Returns Policy.
This Returns Policy is valid
from 1st November 2007 and is effective upon acceptance
for new users.
1. Eago business ethics are
to Provide "Best Quality Items at Affordable
Prices". All our products undergo stringent testing
at our factories before being dispatched in UK. If
you encounter a problem, please let us know and we
will rectify it immediately - and this is how we do
it:
2. General Public:
* First tell us about the specific problem you are
experiencing. You can do this by email, telephone
call, fax, or by visiting one of our showrooms in
person
* Please have you Order Number and Invoice handy,
as we need these to track products
* Generally we will not accept returns of large items:
such as Showers, Baths, or Hot Tubs. This is to prevent
Policy misuse by malicious Traders posing as genuine
customers. Instead we will rectify the problem for
you free of charge with replacement parts. For specific
details regarding fitting of replacement parts, please
know that we are real people and a conscientious Company.
If you live locally, we will do this within a few
hours. If we need to fly Internationally to replace
a tap washer, we will not do this. We will do what
is 'Reasonable' - and reserve the right to determine
what is, and what is not 'Reasonable'. Our business
is built upon 'Personal Recommendations', so we will
be more than Fair, but not stupid
* This does not affect your statutory rights, and
we acknowledge all 'Distance Selling' in UK has an
obligatory '7-Days Cooling-Off Period' which we will
honour. A full refund will be given upon receipt at
Vendors location. The Purchaser is responsible for:
1. Returning the goods
in the condition that they were received
2. Ensuring goods are
received by Vendor as originally delivered, and in
the same packaging
3. Where the product
is serviceable, and simply returned due to 'Cooling-Off
Period', the Buyer is responsible for all return charges,
and for ensuring the goods are returned in the 'Same
and Original Condition' as delivered
3. Trade Buyers - Buyers, Distributors,
and Agents:
* Please see you own Agreements and Contracts for
specific details. Basically we will supply replacement
faulty parts, but not accept returns unless very valid.
You will normally be responsible for fitting replacement
parts at your own expense
4. In all cases, the Buyer
is responsible for paying return transportation costs.
We will QA any returned items immediately upon receipt.
* If the total product supplied by us is deemed by
us to be 'Faulty', we will replace the product free
of charge, and also refund carriage charges
* If the product supplied by us has 'Major flaws',
we will replace the faulty components free of charge,
and also refund carriage charges, and provide for
installation by your local Agent
* Please know that it is very difficult for us to
be Specific in a general Policy such as this. We will
gladly replace a faulty tap or valve free of charge
+ refund your carriage costs
* Contrarily: We will not accept returns from
'entrepreneurs' posing as private buyers, who use
our products for Marketing and Promotional activities
for 6 days - then demand we honour the legally enforceable
'Cooling-off' period (UK)
* Same condition return policy. Goods should be returned
to us in the same condition they were sent, including
all packaging, Advice notes (Copy acceptable), and
/or invoice (As applicable)
Specific rules apply to the
return of damaged, defective, or incorrect items.
Please contact us for full details as relevant to
your Buyer Status, product, and problem
5. Delivery Schedule
Delivery times may vary depending
on seasonal demand. Please see individual products
for more specific delivery lead times. As we operate
throughout England and Wales, we cannot give timed
deliveries. We will contact you to advise and arrange
a suitable delivery date. We have many items in stock,
so please contact us to get a more accurate timescale
for delivery. Please ensure that someone is available
on the day of delivery who is capable of assisting
the driver in off loading the goods when they arrive.
They will need to be capable of lifting heavy items
of up to 25kg as we only send out one driver and some
items weigh up to 50kg. Hot Tubs and Log Cabins are
delivered on a flat bed van (no crane) so will need
to be unloaded by hand. Please have enough capable
people ready to assist in off-loading. Alternatively,
we can supply extra staff for an additional fee, please
contact us for details
Please Note: Kerbside delivery
only.
In the event that an able bodied
person (capable of lifting up to 25kg) is not present
to help the driver unload a delivery, goods will be
returned to our premises and a redelivery charge of
£85 will apply. (This fee represents the true
cost of a delivery, as the initial discounted rate
we offer does not apply for second deliveries.) Please
note; If we have attempted delivery and the order
is subsequently cancelled a £85 delivery fee
will be deducted from any refund given.
General
We may amend this Returns Policy at any time by posting
the amended terms on the Site. All amended terms shall
take effect automatically 30 days after they are initially
posted on the Site. In addition, we will notify you
in accordance with your notification preferences (Usually
via email)
If you have any questions
about this Returns Policy, please contact Eago Customer
Support.
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