Goods Return & Cancellation Policy
Updated 9th February 2022
The purpose of the Goods Return and Cancellation Policy for Customers (the Policy)
is to provide rules to manage:
a) the process by which Customers return any Goods (otherwise known as Return Material Authorisation) (RMA); and
b) cancellation of orders.
2.1 The Policy is applicable to all ALG Group businesses: Doric Products, H.M. Cowdroy, Azuma, Lock & Roll, AMS Australia and Colonial Security (the Company).
2.2 Any variation to the Policy needs to be made in writing by the National Business Manager and needs CEO approval before any changes can be implemented.
Return of Goods
3.1 Return of Goods will not be accepted by the Company except by prior agreement.
3.2 The Customer must obtain a Return Material Authorisation Number (RMA Number) from the Company before returning any Goods.
3.3 The RMA number is obtained by the Customer contacting the company’s Customer Service Department for authorisation of an RMA Number.
3.4 Once the Customer has obtained an authorised RMA Number from the Company, Goods must be returned by and at the Customer’s expense in their original undamaged packaging unless the Goods are the subject of a warranty provided by the Company or do not meet any applicable consumer guarantees provided by Australian Consumer Law (to the Customer).
3.5 When goods are returned, a copy of the original invoice for the Goods must be attached to the box or boxes returned and the authorised RMA Number must also be clearly marked on the outside of the box or other packaging in order for the goods to be accepted by the company’s staff.
3.6 RMA’s returned which are incomplete or do not match the requested return will not be accepted and will be returned to the Customer at the customer’s expense.
3.7 Non-stocked or made-to-order products such as Specific Colours, special product specification or special functional specification are NON–RETURNABLE.
3.8 The Company will only accept a return of Goods if the Goods are returned in as new and saleable condition free of any damage to the product or packaging and subject to the Customer paying a restocking fee of 25% of the purchase price of those Goods. Freight Charges are excluded.
3.9 Unless the Customer has inspected the goods and given written notice to the Company within Seven (7) days after collection or delivery that the Goods do not comply with The relevant specifications or descriptions, the goods are deemed to have been accepted In Good order and condition.
3.10 Returned Goods must be returned within fourteen (14) days of the original order being placed by the Customer.
3.11 The issuance of an authorised RMA Number and acceptance of returned goods by the Company’s staff does not automatically constitute acceptance by the Company of the Customer’s claim for return.
3.12 Acceptance of any Goods returned by the Customer more than fourteen (14) days following delivery of such Goods to the Customer will be at the Company’s sole discretion.
3.13 Any Goods returned without an attached authorised RMA Number will be returned to the Customer at the customer’s expense together with a letter outlining the Company’s Goods Return and Cancellation Policy for Customers.
Cancellation of Order
4.1 No Order may be cancelled, modified or deferred without the prior written consent of the Company. This consent is at the Company’s sole discretion.
4.2 If such consent is given by the Company, it is subject to the Company being reimbursed for all losses including loss of profits, and being paid a cancellation and restocking fee of 25% of the invoiced value of the Goods.