Returns Policy

1. Purpose and status of this policy

Crawford Scientific Ltd (“Crawford Scientific”, “we”, “us” or “our”) recognises that circumstances may occasionally arise in which a customer wishes to return Goods, cancel or amend an Order, or report Goods that are damaged, defective, short-delivered or incorrectly supplied.

This policy explains how Crawford Scientific will normally consider and administer such requests.

This policy:

is intended primarily for business-to-business transactions;
is a statement of Crawford Scientific’s current administrative practice;
does not create an automatic or general right to return Goods;
does not constitute an offer, warranty, representation or contractual commitment;
does not amend or override any applicable quotation, Order, contract or Crawford Scientific terms and conditions;
may be varied, withdrawn or applied differently by Crawford Scientific at any time; and
does not affect any rights or remedies which cannot lawfully be excluded.

No return, cancellation, exchange, credit or refund is authorised unless Crawford Scientific has confirmed its approval in writing.

Where Crawford Scientific accepts a return or cancellation on one occasion, this shall not create a precedent or require Crawford Scientific to accept any similar future request.

2. Contacting Crawford Scientific

Customers must contact Crawford Scientific before returning any Goods.

Return requests should be sent to:
Email: [email protected]
Telephone: 01357 522 961

The customer should provide:

customer name and account number;
Crawford Scientific order or invoice number;
customer purchase order number;
product description and part number;
quantity affected;
batch, lot or serial number, where applicable;
date of delivery;
reason for the proposed return;
details and photographs of any visible damage;
details of any suspected defect or non-conformity;
confirmation of whether the Goods have been opened, installed, connected, used or exposed to any sample, solvent, chemical or other material; and
any other information reasonably requested by Crawford Scientific.

Goods must not be returned until Crawford Scientific has issued written return authorisation and provided any applicable return reference and delivery instructions.

Unauthorised returns may be refused, held at the customer’s risk and cost, or returned to the customer at the customer’s expense.

3. Shortages, visible damage and incorrect deliveries

Customers should inspect Goods promptly on delivery.

Any shortage, visible transit damage, incorrect product or other immediately apparent non-conformity must be notified to Crawford Scientific in writing within 48 hours of receipt.

The notification should include:

the delivery note and order details;
the quantity received;
the quantity missing or affected;
photographs of the Goods, external packaging, internal packaging and shipping label;
details of any damage noted on the carrier’s delivery record; and
confirmation that the packaging and affected Goods have been retained for inspection.
Customers should not dispose of damaged Goods or packaging or return Goods to Crawford Scientific unless instructed to do so.

Where Crawford Scientific confirms that Goods were lost or damaged in transit by a carrier appointed by Crawford Scientific, Crawford Scientific may arrange redelivery, replacement, repair, collection, credit or refund, as Crawford Scientific considers appropriate.

Failure to report an apparent shortage, visible damage or incorrect delivery within 48 hours may affect Crawford Scientific’s ability to investigate the matter or pursue a claim against the carrier.

4. Suspected defective or non-conforming Goods

Crawford Scientific’s applicable terms and conditions provide a limited warranty in relation to Goods for a period of 30 days from delivery, subject to the exclusions and conditions contained in those terms.

A customer wishing to report a latent or subsequently discovered defect should notify Crawford Scientific:

within 14 days after discovering the suspected defect; and
in any event, within 30 days after delivery.

The customer must:

stop using the affected Goods where continued use could worsen the defect, cause contamination or create a safety risk;
provide a clear description of the alleged defect;
provide method, instrument, application and operating information where relevant;
follow reasonable troubleshooting or investigation instructions;
allow Crawford Scientific, the manufacturer or an appointed specialist a reasonable opportunity to inspect or examine the Goods; and
return the Goods if requested, using the return procedure specified by Crawford Scientific.

Unless Crawford Scientific agrees otherwise in writing, the customer is responsible for the cost and risk of returning Goods for examination.

Where Crawford Scientific agrees that Goods fail to comply with the applicable contractual warranty, Crawford Scientific may, at its option:

repair the Goods;
replace the Goods;
refund the price paid for the affected Goods; or
provide another remedy agreed with the customer.

Any replacement, repair, credit or refund is subject to the applicable contract and shall not constitute an admission of liability.

Crawford Scientific may refuse a warranty return or remedy where, among other things:

the Goods continued to be used after a defect was reported;
the Goods were improperly installed, commissioned, handled, operated, maintained or stored;
the customer failed to follow Crawford Scientific’s or the manufacturer’s instructions;
the Goods were used outside their specified pressure, temperature, solvent, instrument or operating limits;
the Goods were altered or repaired without written approval;
the problem arose from accident, fair wear and tear, misuse, negligence, wilful damage or abnormal conditions;
the alleged issue arises from the customer’s method, sample matrix, instrument configuration or application rather than a defect in the Goods;
the Goods were manufactured, configured or supplied in accordance with information, drawings or specifications provided by the customer; or
the difference from specification results from a change required to comply with applicable legal or regulatory requirements.

Where a quotation or Order contains specific acceptance criteria or functional testing requirements, Crawford Scientific may assess the Goods against those criteria. The customer should identify precisely which acceptance criterion has allegedly not been met.

Manufacturer warranty procedures may also apply. Crawford Scientific may require the customer to provide information or cooperate with a manufacturer’s investigation before a remedy can be determined.

5. Returns of correctly supplied Goods

A customer has no automatic right under this policy to return Goods that:

were correctly supplied;
conform to the Order;
are not damaged or defective; and
are no longer required, were ordered in error or are unsuitable for the customer’s intended application.

Crawford Scientific may nevertheless consider such a return as a discretionary commercial accommodation.

Requests should normally be made within 14 days of the invoice date. Crawford Scientific may consider later requests, but is under no obligation to do so.

Whether a return is accepted will depend on factors including:

the nature and value of the Goods;
the length of time since supply;
whether the Goods were specially ordered or reserved for the customer;
whether Crawford Scientific’s supplier or manufacturer will accept the Goods back;
the condition, age and remaining shelf life of the Goods;
whether the Goods can be resold;
whether seals or packaging have been opened;
whether the Goods have been installed, used, connected or exposed to samples or chemicals;
applicable manufacturer restrictions;
minimum order quantities;
the cost of handling and processing the return; and
any health, safety, contamination, quality or regulatory concerns.

Crawford Scientific may refuse the return of opened Goods.

All Goods accepted for discretionary return must normally be:

unused;
uninstalled;
uncontaminated;
undamaged;
complete;
in resalable condition;
in their original packaging;
accompanied by all accessories, instructions, certificates and documentation supplied with them; and
returned in accordance with Crawford Scientific’s instructions.

Issuing return authorisation does not guarantee that a credit or refund will be provided. Final acceptance remains subject to inspection after receipt.

6. Goods which may not be accepted for discretionary return

Crawford Scientific may refuse any return and will normally refuse Goods which:

have been opened, used, installed, modified or damaged;
are not in their original packaging;
are incomplete or not in resalable condition;
have been contaminated or exposed to chemicals, solvents, samples or hazardous substances;
present a health, safety, environmental or regulatory risk;
were made, modified, configured, calibrated or sourced specifically for the customer;
were purchased or reserved by Crawford Scientific specifically to meet the customer’s Order;
cannot be returned to the original manufacturer or supplier;
have insufficient remaining shelf life;
are obsolete, discontinued or no longer ordinarily stocked;
are subject to manufacturer restrictions or minimum order quantities; or
cannot reasonably be resold.

Crawford Scientific may require a signed declaration confirming that Goods are unused and uncontaminated before authorising or processing a return.

7. Return carriage and risk

Unless Crawford Scientific agrees otherwise in writing:

the customer is responsible for arranging and paying for return carriage;
the customer is responsible for appropriate packing, insurance, export and import documentation and carrier arrangements;
Goods remain at the customer’s risk until received and accepted by Crawford Scientific at the specified return location; and
Crawford Scientific is not responsible for Goods lost or damaged during return carriage.

Goods must be sent only to the return address specified in Crawford Scientific’s written authorisation. Returns sent to another Crawford Scientific site, manufacturer, supplier or service location may be refused.

Where Crawford Scientific arranges collection, the customer remains responsible for ensuring that the Goods are safely packaged and ready for collection.

8. Restocking, handling and other charges

Any discretionary return, cancellation, postponement or amendment may be subject to:

a handling or restocking charge of up to 75% of the value of the affected Goods, calculated in accordance with the costs we incur and the return policy of our supplier
any restocking or cancellation charge imposed by the manufacturer or downstream supplier;
outward and return carriage charges;
customs duties, taxes, import or export costs;
collection, inspection, repacking or administration costs;
any loss in value or cost of restoring the Goods to a resalable condition; and
any other costs reasonably incurred by Crawford Scientific because of the return, cancellation, postponement or amendment.

The charge applied will depend on the circumstances, downstream supplier terms and the actual or reasonably anticipated costs and losses associated with the request.

Crawford Scientific may also apply:

minimum return values;
minimum handling charges;
minimum order quantity requirements; or
restrictions applying to particular suppliers, manufacturers or product groups.

9. Credits, exchanges and refunds

Where Crawford Scientific accepts a discretionary return, Crawford Scientific may elect to provide:

replacement Goods;
an exchange;
a credit against the customer’s account;
a credit note; or
a refund.

Any credit or refund may be reduced by the charges and costs described in this policy.

No credit or refund will normally be processed until:

the Goods have been received;
Crawford Scientific has completed any necessary inspection or investigation;
the Goods have been accepted for return; and
the amount of any applicable deduction has been determined.

Refunds will normally be made using the original payment method or by crediting the relevant customer account.

Crawford Scientific may set off any credit or refund against amounts which are due and payable by the customer to Crawford Scientific.

10. Cancellation, postponement or amendment before delivery

An accepted Order is binding and cannot be cancelled, postponed or amended by the customer as of right.

Crawford Scientific may consider a written request to cancel, postpone or amend all or part of an Order.

Approval may be conditional upon the customer paying:

a handling or restocking charge of up to 75% of the value of the affected Goods, calculated in accordance with the costs we incur and the return policy of our supplier;
carriage and supplier cancellation charges;
the cost of Goods already purchased, manufactured or reserved;
work and costs already incurred;
costs resulting from the postponement or amendment; and
other reasonably incurred losses and expenses.

Crawford Scientific may refuse a request where Goods have already been ordered, manufactured, configured, dispatched or reserved or where a supplier or manufacturer will not accept cancellation.

11. Standing orders

Where a standing order has been agreed, Crawford Scientific may permit the customer to cancel or reduce the standing order subject to conditions including:

purchase of the next scheduled shipment;
purchase of stock already reserved for the customer;
purchase of stock which Crawford Scientific or its supplier cannot return or reallocate;
compliance with any required notice period; and
payment of applicable costs and charges.

Reserved stock may include several months of anticipated supply, potentially including the remaining committed quantity under the standing order.

Reasonable amendments may be considered where the customer continues to purchase the full agreed quantity within three months before or after the original standing-order period.

At least 30 days’ written notice should be provided for any proposed reduction to the next scheduled shipment.

12. Call-off contracts

Goods held under a call-off contract may have been purchased, paid for, manufactured or reserved specifically for the customer.

Where a customer asks to cancel any remaining call-off quantity, Crawford Scientific may, but is not required to, ask the original manufacturer or supplier to accept a return.

If the manufacturer or supplier does not accept the return, the customer will remain responsible for the full amount payable for the remaining Goods.

If the manufacturer or supplier agrees to accept the Goods, Crawford Scientific may charge:

· a handling or restocking charge of up to 75% of the value of the affected Goods, calculated in accordance with the costs we incur and the return policy of our supplier;

the manufacturer’s or supplier’s charges;
carriage and associated logistics costs; and
any other costs reasonably incurred because of the cancellation or return.

The customer remains responsible for calling off and taking all Goods by the expiry date specified in the relevant call-off contract.

13. Returnable packaging and containers

Where Crawford Scientific has identified packaging, containers or other materials as returnable, the customer must make them available for return or collection in accordance with Crawford Scientific’s instructions.

Where Crawford Scientific requires packaging materials to be returned, Crawford Scientific may arrange or pay the reasonable return or collection costs.

A deposit or charge applied to returnable packaging may be refunded or credited where the item is returned:

within the applicable period;
complete;
in the same condition in which it was supplied, allowing for reasonable handling; and
in accordance with Crawford Scientific’s instructions.

Crawford Scientific may retain the deposit or apply a replacement, repair or cleaning charge where returnable packaging is not returned or is returned damaged, incomplete or contaminated.

14. Product recalls and regulatory returns

This policy does not restrict any product recall, field safety corrective action or other return required for legal, safety, quality or regulatory reasons.

Customers must cooperate fully with Crawford Scientific in connection with any recall or corrective action and must:

stop using or distributing affected Goods when instructed;
identify affected stock, batches, serial numbers and onward recipients;
store affected Goods safely;
follow return, quarantine or disposal instructions; and
provide information reasonably requested by Crawford Scientific.

Crawford Scientific will provide specific instructions concerning collection, replacement, credit, disposal or other corrective action where a recall applies.

15. Unpaid Goods and Crawford Scientific property

Nothing in this policy limits Crawford Scientific’s contractual rights relating to:

Goods for which title has not passed;
unpaid Goods;
Goods which Crawford Scientific is entitled to recover;
returnable containers;
demonstration or loan equipment;
Supplier Materials; or
Goods or materials which must be returned following termination or expiry of a contract.

Any such Goods or materials must be returned promptly when requested and must be kept safe, identifiable, complete and in satisfactory condition pending return.

16. Statutory rights and applicable terms

This policy is intended for business customers and should be read alongside the applicable Crawford Scientific quotation, Order confirmation and terms and conditions.

Where there is any inconsistency between this policy and a binding contract or Crawford Scientific’s terms and conditions, the binding contract or terms and conditions will prevail.

Nothing in this policy excludes or restricts:

liability which cannot lawfully be excluded;
any mandatory statutory right; or
any rights available to a consumer where Crawford Scientific has expressly agreed to contract with that person as a consumer.

Crawford Scientific reserves the right to amend or withdraw this policy at any time without notice. The policy applicable to a request will normally be the version published or otherwise made available when the request is considered.

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