Faulty / Damaged Products

1. Purpose

The purpose of this policy is to outline the process for the return of faulty or damaged products and to ensure that returned
items are handled efficiently and effectively.

2. Product Returns Policy

Lewden Ltd allows the return of faulty or damaged products under specific conditions:

• Submit a detailed list using Lewden's Customer Return Request Form (excel format)
• All correspondence must be via email. Contact details are provided in Section 4.
• Customer debit notes must include:
• Product ID
• Cost
• Original purchase order or invoice number
• Quantity being returned

Incomplete information may result in the debit note being returned.

• The Lewden Customer Returns Department will issue an authorisation number and arrange collection of faulty or
  damaged goods. Failed collections will not be rebooked; the customer must return the goods themselves.
• Payment terms are 60 days from completion of the investigation.
• All returned product values will be deducted from future rebate calculations.

Lewden accepts liability and will offer either a like-for-like replacement or a full credit (minus any settlement discount) when:

• The product has been damaged during transit by a Lewden carrier (see Section 2.1 - Transit Damage).
• A fault has occurred due to a manufacturing defect within the warranty period.

Lewden does not accept liability for products that:

• Have been misused or mistreated
• Are out of warranty
• Are old design or obsolete

2.1 Transit Damage

Packaging Damage

• Customers must notify Lewden of damaged packaging within 2 working days of receipt, including clear
  photographs of the carton/label and any visible damage.
• The Lewden Customer Returns Department will issue an authorisation number and arrange collection once all
  relevant information has been received.
• Customers should inspect all products within the damaged packaging.
• Failure to follow these steps will result in non-acceptance under any Lewden policy (Stock Cleanse, Faulty, etc.).

Product Damage

• Customers must notify Lewden of damaged product(s) within 2 working days of receipt, including clear
  photographs of the damage.
• The Lewden Customer Returns Department will issue an authorisation number and arrange collection once all
  relevant information has been received.
• Failure to follow these steps will result in non-acceptance under any Lewden policy (Stock Cleanse, Faulty, etc.).

2.2 Other Product-Related Issues

Any short deliveries or incorrect products supplied must be reported to Lewden within 2 working days of receipt.

3. Faulty Product Return

• Credit may not be given where Lewden cannot replicate the reported fault. Notification of non-acceptance will be sent
  to the customer within 14 working days.
• If any part of the product is missing, please contact the Customer Returns department, who will advise the best
  action to resolve the issue.
• The customer must arrange collection of the product(s) where liability has not been accepted. Products will be held
  for a maximum of 14 days after which they will be disposed of.

4. Contact Details

Lewden Customer Returns Department
Email: returns@Lewden.co.uk

5. Health & Safety

• Pallets must not exceed 1 metre in height.
• Products must remain within the pallet footprint.
• Individual boxes must not exceed 20 kg.
• All items must be secured using a suitable and safe fixing method.