ORDERING POLICY
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All orders are currently taken either by ‘phone, fax or email, and the following timetable applies:
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Day 1 - The order is placed and paid for.
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Day 2 – The order is processed, invoiced and dispatched by courier or first class post. (The only exception being the last day of the month, where all orders are invoiced and allocated PV/QV the same day.)
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Day 3/4 – The order should be received by the Dealer and/or customer, depending on location.
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No orders shall be invoiced, dispatched or allocated PV or QV until full payment is received.
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Payment is taken upon placement of order, in Pounds Sterling. No other currency will be accepted.
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Payment should either be made in the form of a Cheque, Cash or Credit/Debit Card transaction. Travel dollars will not be accepted. Bank Transfer option, available upon request (subject to status).
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Any QV transfers required, should be stated upon placing the relating order. Transfers will not be accepted unless stated at the point of ordering.
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All Dealers must place orders in their own account name/number and their account name/number only. Quest United UK will not accept any orders ‘on behalf’ of another Dealer. Likewise, Dealers must pay for their own orders and their own orders only, unless the paying party confirms by telephone and has read and understood point 9.
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The Dealer understands that whomever the invoice is made to, have full ownership and responsibility of the unit/s and the warranty, regardless of the fact that someone else may have paid for and/or received the goods. The Dealer also understands that if goods are returned for refund, Quest United UK will only refund those goods that are invoiced in the resigning Dealer’s name, even if the resigning Dealer paid for goods that are invoiced to someone else. The ownership, and therefore any refund, is assigned to the dealer whom the invoice is made to.
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Quest United UK accept no liability should Dealers send their payment or payment details via email, fax or post.
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Outside of the Dealer’s initial 14 day cancellation period (Item 3 Dealer Agreement form), having placed an order, if you are not satisfied with your purchase and you wish to return goods, you can do so provided you inform us of this decision with 7 days of the invoice date. The goods must not be used and be ‘as new’ when returned to us.
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Refunds will be credited using the original payment method within 14 days of receipt of the returned goods
NB. Within the Policies and Procedures/Rules and Regulations, under the Ordering Policies, it states; ‘Dealers are cautioned not to order excess inventory. Quest United UK recommends that a Dealer order a reasonable amount of product based on his own level of retail and wholesale activity.’
RETURNS POLICY
Quest United UK will only accept returned goods from it’s Dealers (outside of item 9 in the Ordering policy) under the following circumstances;
(a) if there is a fault with the system – in this instance, the Warranty Returns Procedure (see below) will apply, or,
(b) if a Dealer is terminating his/her agreement - in this instance, the Termination Returns Procedure (see below) will apply.
There are no other situations in which EcoQuest will accept returned units or refund goods.
Warranty Returns Procedure
EcoQuest International are world leaders in the production of air purification systems, and they are manufactured to the highest quality and measured by ISO9000. To this end, Quest United UK (QUUK) provide either a 2 year or 1 year warranty with your system - please refer to the warranty card enclosed with the system. The Fresh Air Buddy has a 90 day warranty. There are certain parts/items that have different and specific warranty periods – again, please refer to the warranty card enclosed with the system.
This does not diminish your responsibility as a Dealer to check all systems on receipt to ensure they are working exactly as you would expect, and are properly prepared for your trials or delivery to your customers.
Troubleshooting
On the rare occasion that you may experience a problem/fault with a system, then the following actions should be taken:
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Follow the ‘Troubleshooting Guide’ in the back of your product manual. (Make sure that all cleaning maintenance has been performed. If the unit is ‘dirty’, then your air purifier will not be working as effectively as it should, and excessive dirt can sometimes cause the unit to fail altogether.) If the unit fails to operate after performing trouble-shooting, see point 2.
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If a customer reports a fault, they should do so via the dealer who sold the unit to them, and not direct with the QUUK Head Office. Customers should contact their Quest United Dealer for further assistance, and as a Dealer, you should be able to advise on at least the basic fault checking. If it is a more complex issue, take the unit from your customer. See point 3.
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Contact your Upline/Sponsor for further assistance. They will have more experience with these situations and may even have knowledge of the same or a similar problem. You may be able to resolve the issue together. If you are still unable to repair the fault, see point 4.
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Contact the QU UK Head Office for further assistance on 0845 408 4112. Our customer services department should be able to give you additional trouble-shooting over-the-‘phone. If they are unable to help any further and it is decided that the unit needs to be returned for repair, then the following RMA (Return Machine Authorisation) procedure will apply.
Return Machine Authorisation (RMA) Procedure
If the Dealer reports a fault with a unit within the first 30 days after purchase, then:
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QUUK will log the fault, taking note of the serial number, make and model of the product and your name and Dealer Number
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QUUK will then issue a RMA No. which must be shown/written on the outside of the box in which the unit is returned
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QUUK will arrange a third party collection of the faulty unit via our courier*
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QUUK will, on receipt, repair the unit if possible, or send a replacement if the fault is deemed not immediately repairable.
(*QUUK will only collect faulty units within the first 30 days of the original purchase. After the first 30 days of purchase, it is the Dealers responsibility to return the unit at their expense. Therefore, it is in the Dealers interest to check all units within the first 30 days of purchase)
Return Machine Authorisation (RMA) Procedure (continued)
If a Dealer reports a fault with a unit after the first 30 days of purchase, then:
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QUUK will log the fault, taking note of the serial number, make and model of the product and your name and Dealer Number
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QUUK will then issue a RMA No. which must be shown/written on the outside of the box in which the unit is returned
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The Dealer returns the faulty unit with proof of purchase (see below) to the UK Head Office Repair Centre at:
Quest United UK Ltd
The Atrium, Curtis Road,
Dorking, Surrey RH4 1XA
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QUUK will, within 10 days of receipt, repair the unit if possible, or send a replacement if the fault is deemed not repairable.
Please note: any units returned to be repaired that appear to be un-maintained and/or dirty, will incur a cleaning charge of £25 (+VAT). If the unit requires a charge, a letter will be sent to the Dealer who returned the product. The Dealer can then in turn charge their customer for the service if he so wishes. Any repairs will not commence until the unit is clean. If the charge is not paid within 30 days from the date of the letter, the unit will be returned without any service or repair.
Any replacement parts that are out of their warranty period that require replacing will be charged for.
Proof of purchase and dates
The warranty will start from the date that the unit was sold to the customer and this is recognised by the completion and return to QUUK of a warranty card from the customer. In the absence of a returned card, the warranty of the unit is deemed to be active from the date that the Dealer purchased it from Quest United UK.
When a unit is returned within the RMA procedure, if QUUK has not received a warranty card, a copy of the sales receipt/invoice showing the proof and date of purchase must accompany the unit.
If a Dealer returns a faulty unit to be repaired that is out of the warranty period, QUUK will repair the unit at a charge. The Dealer will be informed of the charge via a letter. If the charge is not paid within 30 days from the date of the letter, the unit will be returned without any repair.
Don’t just sent it – phone first!
If a Dealer wishes to personally return a unit, they must ‘log’ the fault prior to their arrival at the office. Similarly, nor should units be sent unannounced - QUUK will not accept any units without previous notification.
By understanding and complying to this procedure, we can all benefit from a more effective and efficient processing of any returned units.
Termination Returns Procedure
Termination Returns Authorisation (TRA) Procedure
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If a Dealer resigns from Quest United, or whose relationship to Quest United is terminated for any reason, the Dealer may return all products and marketing materials purchased within the previous 90 days for the full price less a 10% handling fee and less any bonuses paid to the Dealer. If during this period the products have deteriorated or been misused, an appropriate adjustment will be made to the refund.
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In all cases, a returns (TRA) authorisation number must be obtained before shipping items to Quest United and all items must be returned with a copy of the invoice(s) to which the product(s) corresponds with*. You can obtain a TRA number by calling customer service on 0845 408 4112.
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Refunds will be credited within 14 days of receipt of the returned goods
*Please note: according to point 7 of the Ordering Policy(above), ‘the Dealer understands that if goods are returned for refund, Quest United will only refund those goods that are invoiced in the resigning Dealer’s name, even if the Dealer paid for and/or received goods that were invoiced to someone else’. This is because as far as Quest United are concerned ‘whomever the invoice is made to, have full ownership and responsibility of the unit(s) and the warranty’.
Don’t just sent it – phone first!
If a Dealer wishes to personally return a unit, they must ‘log’ the fault prior to their arrival at the office. Similarly, nor should units be sent unannounced - QUUK will not accept any units without previous notification.
By understanding and complying to this procedure, we can all benefit from a more effective and efficient processing of any returned units. |
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