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Returns & Stock Cleanse Policies

To download the Product Test Request Form, please click here (PDF, 510 KB)
To download Returns & Stock Cleanse Policies in PDF format, please click here (PDF, 177 KB)

Faulty and Damaged Product Returns

The purpose of this policy document is to outline the process for the return of Faulty and Damaged Product and ensure returns are dealt with effectively and efficiently.


Product Returns Policy
As a Company that values the business and support of its customer network, Hager Limited provides the opportunity to return Faulty or Damaged product. Hager Limited will accept its responsibility and will give full credit only if:
  • A fault has occurred due to the manufacture of the product.
  • The product has been damaged during transit (Hager carrier).
Hager Limited will only provide a test report for any returned Faulty product where specifically requested by our Distributor Partner. The Returns Process described in Section 4 will be implemented.
This service is provided as an added business benefit to Hager's customers and is offered subject to the following terms and conditions


1. Faulty Product Return
  • Form FDRAN must be fully completed by either a Hager representative or our partner
  • On completion of form FDRAN Hager Limited will issue a FDRAN Number and arrange for the collection of the goods. All products must be returned to Hager Limited.
  • Hager Returns department must authorise the return of the products prior to dispatch.
  • Where Hager Ltd accepts the product as faulty a credit will then be issued;
  • A credit will not be issued were no fault on a product(s) has been found.
  • Notification of non-acceptance will be sent to the customer within 25 working days. The products will then be returned to the customer


2. Damaged Product Return
  • Customers must notify Hager Limited of any Damaged Product within 24 hours from receipt of the product, sending photographic evidence of the carton/label and any damage, (POD) after which no claims for Damaged Returns can be accepted. Where packaging is damaged, the customer should check for damage to all product(s) within.
  • Hager Limited (Customer Service Department) will create a new order to replace the Damaged Products
  • Hager Limited will arrange for the return of the damaged goods. No Credit will be made until the goods are returned to Hager Limited and the Damage confirmed.

3. Pricing
Each product valued to a maximum of its current nett purchase price to the particular stockist.


4. Returns Requiring a Test Report
A product deemed Faulty where a Test Certificate is requested shall satisfy the following criteria
  • Installed by a competent person and where applicable using the Hager installation instructions
  • A valid test certificate is available for the installation
  • Product has been purchased through one of our distributors

Details of the Installation, Environment etc. must accompany the Faulty Product Return and will include
  • Product code(s) and quantity
  • Whether Product was Hager or Site assembled
  • Installation conditions – temperature, dampness etc.
  • Copy of relevant Test Certificate
  • Any other relevant information
Completion of Product Test Form to be undertaken by either Distributor and/or a member of the Hager Technical Sales Team


5. Contact Details


Hager Customer Service
Tel: 01 8835844
Email: customer.service@hager.ie


Hager Technical Team
Tel: 01 8835844
Email: weafert@hager.ie
customer.service@hager.ie

Stock Cleanse Policy

Hager understands that our distributor partners need to hold current catalogued saleable products and to encourage and support this we operate a Stock Cleanse Agreement between our partners and ourselves. This allows for our distributor partners to cleanse stock once a year. This service is provided as an added business benefit to Hager customers and is offered subject to the following terms and conditions:


1. Products Eligible for Return
  • Products must be in an ‘as new’, saleable condition, in their original packed quantities and in their original packaging.
  • Products must be in the current interactive General Irish Catalogue available on www.hager.ie
  • Authorised with an appropriate RAN number

2. Product Specifically Excluded from Return
  • Product ranges with less than a full year (twelve calendar months) trading of that product(s) has been completed.
  • Products purchased as part of a bundle or promotional deal
  • Products purchased more than 2 years prior to return request (determined by Invoice date)
  • Non Standard Products – including specials made for a specific project

3. Pricing
Each product to be Stock Cleansed will be credited to a maximum of its current nett purchase price to that stockist branch.


4. Charges
There will be a 10 % handling charge applied to all Product Returns and a replacement order to the minimum of the return value will be applicable.


5. Value of Returns
The total value of any given stock cleanse will not exceed 5% of the previous twelve months sales to the branch. Only goods purchased by the distributor branch will be eligible as part of the stock cleanse.


NB Any return >€5k will be subject to a site visit and approval by the Hager Sales Representative prior to the issue of any RAN Number.


6. Returns Application Procedure
The customer must contact the Hager Customer Service Department to obtain authorisation for all returns. The original Hager Invoice Number for each item to be returned has to be quoted at the time of the request. A Returns Authorisation Number (RAN) will be issued. When the customer receives the RAN document they must arrange the return on their own transport attaching the RAN form to the goods. It is important that the customer contacts the Hager Returns department before raising any Debit Notes; any returns that arrive at Hager in Dublin without the RAN will not be accepted and returned to the customer at their cost. Wherever possible we will ensure that your requests are dealt with in a quick and efficient manner.


7. Contact Details


Hager Ireland Customer Service
Tel: 01 8835844
Email: customer.service@hager.ie

Cancelled Order Policy

The purpose of this policy document is to clarify responsibility and ownership of the process and to ensure that all Cancelled Orders are dealt with effectively and efficiently. The policy explains the conditions under which Hager Limited will accept cancellation of a customer order.


Policy
As a Company that values the business and support of its customer network, Hager Limited provides the opportunity, in certain circumstances, to cancel orders.


This service is provided as an added business benefit to Hager's customers and is offered subject to the following terms and conditions are adhered to.


1. Standard Product
Cancellation of an order/order lines for standard product prior to any dispatch will be accepted and acknowledged directly with the customer.
Cancellation of an order/order lines for standard product once any of the product(s) has been dispatched will not be accepted.


2. Non Standard (Special) Product
All Non Standard Product Orders/Order Lines manufactured to specific individual customer requirement, which are cancelled prior to dispatch, will be subject to a charge. The charge will be dependent upon the stage of manufacture at the time of written cancellation from the customer

Stage of Manufacture Cancellation
Charge Applicable
Up to 50%
50% of Order Value
50% to 100%
100% of Order Value
All Non Standard Product Orders/Order Lines which have been dispatched, as a part delivery or in they entirety, cannot be cancelled. Cancelled Orders that fall outside this policy will not be accepted.


3. Authorisation
All requests to Cancel Orders must be sent to


Hager customer service
Tel: 01 8835844
Email: customer.service@hager.ie