It is the customer's responsibility to check that all items received are in good condition upon delivery. Any discrepancies found between what was ordered and what was delivered must be notified to ESPAUS International immediately.
As stated in the account application form and order form, the customer has up to 10 days after delivery to inform ESPAUS of any fault, inconsistencies, or damage to the items. Complaints made after this time will be handled on a case by case basis. Customers are advised to follow the procedure below if considering returning an item:
(1) If you have identified a faulty item, you must always first notify ESPAUS and explain to us the fault.
(2) Upon notification, we will assess whether you should send the item back to us or not. Please note that sending the item back to ESPAUS does NOT automatically mean a credit will be given.
What happens if we ask you to send the item back to us
(a) Upon receipt, we will examine the item and determine whether the fault is a manufacturing fault or not. If it is not deemed to be a manufacturing fault, the item will be returned to you and no credit given.
(b) If it is a manufacturing fault, we will first endeavour to have the item fixed. Upon repairing the fault, the item will be returned to you and you will be credited for your initial postage cost.
(c) If it is a manufacturing fault and the item is not fixable, then we will either send you a replacement item (subject to stock availability) or credit you for that item, plus postage.
What happens if we ask you NOT to send the item back to us
(a) We would only ask you not to the send items back to us if we believe it to be more cost effective if you arranged for the item to be fixed yourself, and then send us the receipt for reimbursement.
(b) If this occurs, please arrange for the repair to be made locally, and send us the original receipt or tax invoice for the repair. Upon receipt of the original receipt or tax invoice, we will credit you for that amount.
Important notes:
* Sending items back to us directly, without notifying us prior, will not automatically mean you will receive a credit.
* Items that have been used cannot be returned.
* Complaints must be made within 10 days after delivery.
* Always notify us before returning any items.
Thank you in advance for your co-operation.
ESPAUS International