Shortages and damages in transit
Any shortages or damages must be reported to the company within 24 hours or next working day from the delivery date.
Cancellation procedure & returns policy
Goods will not be accepted by William Reynolds & Sons Ltd until a return number is obtained. All goods must be returned in their original undamaged packaging with the return number clearly displayed on the outside of the box. Goods returned must be in good condition and together with all parts and instruction manuals pertaining to the goods which are being returned.
When returning goods, use the original packing wherever possible, as this reduces the chances of transit damage. If this is not available, then please ensure that you return an item with suitable packaging. We cannot accept responsibility for items that arrive damaged due to insufficient or inadequate packaging. Any additional parts needed to rectify transit damage will not be covered by the warranty.
Special care should be taken with any unit that uses fluids. Fluids MUST be removed before shipping. If fluids remain in the unit, the product will be damaged and no repair, replacement or credit will be possible a carriage charge may be levied to return the item. Additionally, items that we have collected that are found to contain fluids will have the collection charge levied.
Any goods returned to us must contain all items originally included with the product, such as remote controls, cables, instructions, manuals, leads, brackets and knobs, especially where required to make the product function. Credits will not be issued should parts be missing, and the item will be returned to you. A carriage charge may be levied to return the item.
Please note, some items are not covered by our warranty; these include blown lamps, blown woofers, blown diaphragms, fuses and triacs also blocked fogger nozzles and incorrectly user-adjusted controls such as dipswitches, menu settings and amplifier parallel/bridge switches. Should a return only require a lamp, fuse, triacs, nozzle unblocking or adjustment to user adjusted controls to make the unit function, the repair will become chargeable. Our fog and haze machines only use high quality, water based fluids recommended by the manufacturer. Other fluids may cause clogging and void the warranty. Should a return prove to have no fault, then a “no fault found” charge will be levied, and you may be liable to pay for carriage to return the item.
Please ensure that faults are described in as much detail as possible, so that our engineers can readily locate the fault, to ensure a speedy turnaround.
Please clearly mark the outer carton with the returns number included in that parcel. Should any parcel arrive at our warehouse without a returns number marked on the outer carton it will be refused.
The warranty on most products are for 12 months starting from the day you receive the goods. If a product fails within 28 days of the purchase you may be eligible for an advanced replacement. We can only issue an advanced replacement once we have received the faulty item back for inspection in our workshop. If deemed a major fault and we cannot repair immediately we will issue a replacement. Should we have no stock to issue a replacement, then your warranty item will be eligible for a priority repair and return, which we aim to turn around within 48 hours of receipt. For items that fail after 28 days, but within 12 months from delivery, your product will be repaired and returned to you. You are responsible for the carriage costs to William Reynolds & Sons Ltd, and we will cover the return carriage to you.
Complete the returns form here and send back the completed form to firstname.lastname@example.org
For repairs, credits and replacements, please give as many details of the fault as possible on the returns template, or on additional sheets. This will speed up the repair, as we will know what we are dealing with. Please supply the date it was purchased and invoice number. If the goods were supplied more than 12 months ago, then the repair will only be completed under warranty in certain circumstances if you can provide the proof of sale. Proof of sale is the receipt that your customer was issued at the time that they bought the item from you. Proof of sale should be submitted by e-mail, but may be enclosed in the carton if agreed in writing by the office.
Once your template has been received with all the relevant information filled in and any proof of sales provided, we will then create your return numbers on our system and these will then be e-mailed back to you on your template. Please allow up to 24 hours for the office to generate your numbers.
Clearly mark the outer carton with the returns number, if more than one return is inside a carton, please mark the outer box with all the returns numbers enclosed. All cartons that do not clearly display a returns number will be refused. Do not give the return to your area representative, as he may not call at the office for some time, and returns are dealt with in strict chronological order from the day they arrive in our warehouse. Only complete items should be returned, unless otherwise requested by a service department.
Credits or credits for advanced replacements will only be considered when the goods are less than 28 days old and are faulty on return. Should items coming back for credit or advanced replacement be reported as “out of box” failure, the item will be inspected on return, and if found to be in “out of box” condition, faulty and without excessive hours on the clock, will be issued with a credit or advanced replacement. Items found not to be in “out of box” condition as described, will be repaired and returned. Should items coming back for credit prove to be working correctly, then these will be shipped back to you at your expense, with a “No Fault Found” charge.
Non-warranty repairs will be undertaken, however they are not prioritised, and will each be subject to an inspection charge. This is non-refundable, but will be deducted from the final repair charge, should you wish to proceed with the repair. This applies to all customers without exception.
Should you wish to know the status of a returned item, please quote your returns number.
We will try to repair items to the best of our ability within a reasonable time frame. Unfortunately certain issues may be out of our hands, e.g. parts unavailable from suppliers, long lead times from suppliers.
Please note, some manufacturers offer extended warranties, this is for the repair of the item but it does not cover delivery charges incurred. Which will be at the customers cost.
The company reserves the right to refuse delivery of goods that are returned without authorisation.
The company has a re-stocking charge of 15%, which will be made for goods returned for credit that were correctly supplied. Please note that some manufacturers’ re-stocking fee is greater and this will in turn be passed on.