Return Authorisation, Refunds and Warranty Terms and Conditions -- Last Revised – 21st May 2019
Ritemate Workwear will not accept return of any product that has not been allocated a Credit “Return Authority” Number (RA) by Ritemate Workwear.
All requests for RA’s should be made via direct contact with Ritemate Workwear Head Office. The information requirements of the request for an RA are designed to ensure a clear understanding of the garments being returned, to ensure the garments are ready for collection, and to provide a clear audit trail for dispute handling purposes. All returned products must have the provided RA clearly marked on EACH carton.
Products returned without a valid RA will not be accepted and will be returned to the sender at the sender’s expense.
Return of Goods No Longer Required / Change of Mind
Stock return requests must be made within 7 days of invoice and will be subject to management approval. Approved return requests will be subject to a minimum 15% re-stocking and handling fee.
Special orders and indent orders cannot be returned unless the garment is deemed faulty by Ritemate Workwear.
Where Ritemate Workwear accepts the return request for Special or Indent Ordered stock, Ritemate Workwear will provide an RA. Goods must be returned at the resellers expense to the Ritemate Workwear warehouse. Stock must be returned to Ritemate Workwear within 7 days. If goods are not received within 7 days after RA approval, your RA request will be cancelled. All returned products must be in “As Supplied” condition sealed in the original packaging with original labels and swing tickets. Returns will not be accepted for any stock that has been opened, used or returned incomplete. Ritemate Workwear strongly recommends using a reputable carrier capable of providing proof of delivery and that the stock is properly packed and fully insured for any loss or damage. The client shall be liable for any damage incurred during transport of returned goods.
For faulty or damaged Special Order or Indent products, refer to the below procedure.
Return of Faulty Goods or Goods Damaged in Transit
To the greatest extent possible, the client should inspect the garment and ensure the fault is caused by a manufacturing defect and not by end-user misuse, abuse or incorrect care (such as failing to follow the care label instructions). For all defect claims or where the cause of the fault cannot be readily determined, the reseller should contact Ritemate Workwear for further assistance prior to submitting a request for “Return Authorisation” (photographic evidence of the fault is to be provided in all cases before an RA can be issued).
Ritemate Workwear will not accept returns of garments that have been damaged whilst the product is in the reseller’s possession and control or by a customer. All goods in transit are at purchaser's risk. If you have received goods that have been damaged in transit, you must notify Ritemate Workwear immediately in writing. Please ensure the goods are inspected by the receiver before signing the “Proof of Delivery” (POD). Ritemate Workwear will not be liable if Proof of Delivery (POD) does not identify that cartons were damaged in transit. No claims of this nature will be recognised more than 7 days after receipt.
Where Ritemate Workwear accepts the request, Ritemate Workwear will provide an RA. Ritemate Workwear will book the return on your behalf with the information you supply and forward on all references for your convenience. If courier pick up is unsuccessful it is your responsibility to notify the Ritemate Workwear Warehouse within 7 days. If goods are not received within the 7 days your RA will be cancelled.
Where a product is not ready for pickup at the agreed time and location, costs incurred by Ritemate Workwear by reason of futile pickup may be passed on to the client through a reduction in any credit given.
Ritemate Workwear will assess the product. Any product found not to have a manufacturing defect or sufficient seriousness to oblige Ritemate Workwear to accept a return, the reseller will not be credited and the product will be returned to the reseller and the costs of assessment and transport will be on-charged accordingly.
Wherever possible, faulty or damaged garments should be returned in the original packaging. In all cases clients must ensure that products are packed in such a way as to avoid further damage during transport. Products must be returned in total. Where products are incomplete, Ritemate Workwear reserves the right to reduce the amount of credit given for any missing items. Credits will be processed once returned garments have been inspected and pass the incoming goods inspection less any deductions made for incomplete units.
Should the occurrence of customer payment being received for products that due to unforeseen circumstances are not in stock, the payment will be credited to the customers account for offset against future purchases. Should the customer require a refund, notification to Ritemate Workwear must be made in writing on customer letterhead. Please allow 5 – 7 business days to process all refund requests.