Product Returns Policy

Faulty Product Return

Dorman Smith Switchgear Limited products have a 12 month warranty period from date of invoice. This warranty covers the mechanical and electrical components so long as the products have been installed in accordance with our installation instructions and that the installation was undertaken and checked by a fully qualified person.

Authorisation for any product return must be issued in advance of the product being returned to Dorman Smith Switchgear Limited via a unique Returns Reference Number.

If you suspect that a product purchased from Dorman Smith Switchgear Limited is faulty then please contact our Customer Services Team to be issued with a Returns Reference Number:

Tel: 0844 225 1063

Fax: 0844 225 1064

Email: sales@dormansmith.co.uk

Our Returns Reference Number must be stated on the Debit Note accompanying the goods and any correspondence in order for your return to be processed as quickly and as efficiently as possible.

Dorman Smith Switchgear Limited will then arrange collection of your goods for return to our premises for further investigation by our Quality Department.

If Dorman Smith Switchgear Limited accepts the product as suspect faulty and/or faulty then credit will be issued against your Debit Note in good faith. Dorman Smith Switchgear Limited reserves the right to not issue credit where our investigation confirms that no fault has been found and the product performed as required. Written notification of non-acceptance and/or discrepancies regarding your Debit Note will be issued by our Customer Services Department.

Faulty Product Report

Dorman Smith Switchgear Limited can provide a report for suspect faulty and/or faulty products if this is stated as required at the time of issue of the Returns Reference Number by our Customer Services Team. The below mentioned documentation must be completed and returned to the Dorman Smith Switchgear Limited Quality Department before any investigation and report issue can take place:

  • Product Defect Form
  • Quality Questionnaire

These forms can be provided by our Customer Service Team as per the below contact details:

Tel: 0844 225 1063

Fax: 0844 225 1064

Email: sales@dormansmith.co.uk

The below criteria applies for all products where a report has been requested:

  • Installation must have been completed by a fully qualified and competent person.
  • All Dorman Smith Switchgear Limited Installation Instructions have been followed.
  • All required testing has been completed and copies of certificates provided.
  • All products have been purchased from one of our authorised distributors.

During the product testing period the product will remain the property of the customer. Once testing has been completed and the report issued then all products will be returned to the customer.

If a fault occurs with a fully built assembly switchboard then please contact the nominated panel builder directly for investigation and resolution.

Damaged Product Return

You must notify the Dorman Smith Switchgear Limited Customer Services Team of any visibly damaged product and/or packaging within 48 hours of receipt of delivery by our courier at your premises.  The contact details for our Customer Services Team are as below:

Tel: 0844 225 1063

Fax: 0844 225 1064

Email: sales@dormansmith.co.uk

Authorisation for a damaged product return must be issued in advance of the product being returned to Dorman Smith Switchgear Limited via a unique Returns Reference Number available from our Customer Services Team. Our Returns Reference Number must be stated on the Debit Note accompanying the goods and any correspondence in order for your return to be processed as quickly and as efficiently as possible. Dorman Smith Switchgear Limited will then arrange collection of your goods for return to our premises.

If Dorman Smith Switchgear Limited accepts the product as damaged in transit then credit will be issued against your Debit Note in good faith. Dorman Smith Switchgear Limited reserves the right to not issue credit where the packaging and product have been checked and no damage is identified. Written notification of non-acceptance and/or discrepancies regarding your Debit Note will be issued by our Customer Services Department.                                                                                    

Stock Cleanse Policy

As part of our continued customer support program we offer a Stock Cleanse Policy in order to ensure as an authorised distributor you are holding the correct product mix in order to support the demand for Dorman Smith Switchgear Limited products in your area. As per your signed Customer Agreement with Dorman Smith Switchgear Limited you may be entitled to participate in our Stock Cleanse process once per calendar year. The Dorman Smith Switchgear Limited Stock Cleanse process is subject to the below mentioned terms and conditions.

Nothing within this policy supersedes or replaces any element of the Dorman Smith Switchgear Limited Standard Terms and Conditions of Sale, which can be found on the Dorman Smith Switchgear Limited Website or a copy can be provided on request from sales@dormansmith.co.uk. 

Goods returned without strict appliance with this policy will not be accepted and returned to the customer at their cost plus a handling charge of 10% of total value.

Authorisation

In order for authorisation to be granted against our Stock Cleanse Policy the below criteria must be met:

  • Written request of product codes and quantities for return to be submitted to our Customer Services Team.
  • All products meet the eligibility for return as stated below.
  • On site visit by your Key Account Manager undertaken where goods inspected and suitably packed ready for return.
  • Returns Authorisation Number issued by Customer Service Team.

Customer Eligibility

In order for the Stock Cleanse Policy to be applied the below customer criteria must be met:

  • A current, active and signed Business Development Plan must be in place for each fiscal year.
  • The customer is an active customer and stockist of Dorman Smith products.
  • The quantity of Stock Cleanses per calendar year has not been exceeded.
  • A 2-for-1 Purchase Order is placed with Dorman Smith for twice the value (ex VAT) of the goods being returned in the Stock Cleanse.

Product Eligibility

The below criteria applies for all products to be returned as part of a Stock Cleanse:

  • All products must be in 100% re-saleable condition in their original packaging with kits and installation instructions.
  • All packaging must be undamaged and unmarked.
  • The product must be part of our current product range and be pre-approved for return.
  • All products must have been purchased by the distributor branch who is requesting the credit.

Any products with the below criteria will not be accepted as part of a Stock Cleanse:

  • Any products which are non-standard and have been made specifically to a customer’s requirements, including Factory Built Assemblies.
  • Any damaged products, products not in their original packaging or with kits and/or parts missing.
  • Any products which are obsolete and are not part of our current product range.
  • Any product which is not pre-approved for return on our Stock Cleanse Return Form.

Return of Goods

The responsibility for return of the goods is with the customer and must take place within 30 days of the authorisation for return date.

All palletised returns must be securely and safely packed with shrink-wrap and no overhang.

Please ensure that the heavier products are placed at the bottom and all distribution and panel boards must be palletised horizontally in order to avoid any damage in transit to our premises.

Cancelled Order Policy

Under certain circumstances Dorman Smith Switchgear Limited will accept order cancellations. The request to cancel an order / order line must be in writing and sent to our Customer Service Team as per the below contact details:

Tel: 0844 225 1063

Fax: 0844 225 1064

Email: sales@dormansmith.co.uk

The Dorman Smith Switchgear Limited order cancellation process is subject to the below mentioned terms and conditions;

Standard Product

Written cancellation request for standard product lines will be accepted so long as the item(s) have not been despatched from our premises. Confirmation of the cancellation will be provided by a member of our Customer Service Team. If your order has already been despatched from our premises then return of the item(s) will be classed as a Surplus to Requirements return as stated in Option 2 of our Stock Cleanse Policy.

Non-Standard Product

Any products that have been manufactured to a specific customer requirement are not able to be cancelled as part of this policy. Non-standard products can include the below product types:

  • Factory Built Assemblies
  • Configured devices with internally / externally fitted accessories.
  • Air Circuit Breakers.
  • Any standard product where the design has been altered to a specific requirement.

(The above list is not exhaustive and other products may be classed as non-standard)

All non-standard products that have already been despatched at the time of receiving the written cancellation request will not be able to be cancelled or returned.