A Goods Return Authorisation (GRA) Request must be submitted to RTL prior to returning any goods.
No goods are to be returned until the request has been approved. This includes replacement products, refunds, credits, or repairs.
If the request is approved, a printable GRA PDF will be issued, that must be attached to the goods before being returned.
For instructions, please click the Policy & Procedure or contact us.
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Form Instruction Guide
1) Fill out your details, including customer name and company name
2) Include the original Sales Order/Invoice Number (you will find this on the Packing Slip).
3) Select a reason, via the Reason for Return drop down menu
4) Click add a specific product by clicking Add Product Details
5) Include the original product Stock Code, quantity and description. If returning for repair, include the product Serial Number and fault.
6) Push Submit
7) RTL will review and accept or decline your request. No goods are to be returned until our Sales & Service Teams have approved it and the printable GRA form is attached to the returned goods.
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Policy and Procedure
For any returns - including replacement products, refunds, credits, or repairs - a Goods Return Authorisation Request, also known as a GRA Request must be submitted prior the return of the Items. This must be done within 7 calendar days from the Packing Slip date.
A GRA Request can include multiple products but must be from the same original Sales Order. If there are multiple Sales Orders, separate GRA Requests will need to be submitted for each one.
The Sales/Technical Department will approve or decline the request to return, replace, credit or repair.
If approved, a notification will be sent to the email address used in the original GRA Request, with an allocated Goods Return Authorisation (GRA) number and a GRA Print out. This GRA Print out is to be printed and attached to the outer packaging of the returned goods. This GRA number or GRA Print out does not guarantee that the goods will be accepted back into RTL stock, or be replaced, credited or repaired – it is purely a form to authorise return of the goods.
All returned goods must be unused, in original packaging and in saleable condition with an attached copy of the GRA Number Form. Any returns must be made within 14 calendar days of the GRA Approval. The customer will be responsible for the cost of returning goods for refund or exchange unless advised otherwise.
Upon return of the goods, the goods will be inspected and assessed by our Inwards Department. If the goods are in an undamaged, saleable condition, only then the Sales Department will approve the credit request. If the goods were returned for repair, the Technical Department will be in contact with you.
Goods received damaged or not in their original condition will not be accepted for credit. RTL reserves the right to charge a restocking fee equivalent to a maximum of 10% of the value of goods returned.
All refunds will be made to the credit card that you used to pay for your goods, or a credit will be made against your trade account with RTL. Please note your delivery fee will not be refunded.
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