FOR ALL RETURN AUTHORIZATIONS
You must contact Fellowes Customer Service to receive a Return Authorization number prior to returning any product (Fax: 1-800-955-9329 or by e-mail: [email protected]). When requesting a return authorization, please itemize the product; provide related invoice date, quantity, product pricing, description of why each product is being returned, contact name, phone, fax, email address and address product is located at. A serial number must be provided on all shredder returns.
You will receive a Return Authorization form that may require review. The form will need to be signed and returned before a Return Authorization number can be issued. Once agreement is reached, Fellowes will forward the Return Authorization number and return address. Return Authorization numbers are valid for a period of 30 days unless noted on your return confirmation.
Product returned to Fellowes without a valid Return Authorization number; after 30 days from the issuance of the Return Authorization or without prior written approval may be: 1) refused and returned to you at your expense without prior notification or 2) destroyed and/or donated at our discretion.
Fellowes will accept defective returns for up to one year from the original date of purchase. Any defective claims after one year should be between the end user and Fellowes directly. Merchandise returned to Fellowes as defective will be inspected and credit will be issued for all products found to be defective. For product returned as “defective” in which upon receipt is deemed in non-defective, salable condition, credit will be issued, less a 20% handling fee.
Fellowes offers world class after sales support which includes toll-free customer assistance and a nationwide network of servicing dealers. We encourage our customers to provide Fellowes’ 800-955-0959 number for direct resolution of product inquiries and warranty support claims or see Fellowes Warranty Claim policy for more details.
DISCONTINUED PRODUCT, OVERSTOCK PRODUCT, AND PLAN-O-GRAM RESETS
Fellowes may occasionally accept the return of overstock product or product due to plan-o-gram reset. Overstock and plan-o-gram resets returns will be subject to a 20% handling charge and the customer is responsible for the return freight costs. Once a reset agreement has been reached (approved items, quantity, pricing, return terms, etc.) Fellowes will cease shipment of all products to be returned as a result of the plan-o-gram reset. To qualify for credit, returned product must have been purchased within the last 6 months.
Customer, made to order or pallet program products may not be returned. Fellowes will not accept the return of discontinued products more than 30 days after discontinuance by Fellowes.
Discontinued, Overstock and Plan-O-Gram Product must be unopened, in full carton quantities and in unblemished original packaging. This includes no writing or labels on the cartons. Product may be refused or a 20% handling fee will be imposed for product that does not conform to the proceeding conditions. No credit will be issued for damaged product.
EXTERNAL SHIPPING DAMAGE OR SHORTAGES
Please contact Fellowes Customer Service within 72 hours of receipt of goods regarding damages or shortages. A Fellowes representative will respond with the proposed resolution within two weeks.
Damages: If you receive shipping cartons from a package carrier (i.e. UPS, Federal Express, etc.) that shows obvious damage Fellowes asks that you list the damage on the carrier’s delivery receipt and refuse the damaged product. If you receive a Less Than Truckload (L.T.L.) shipment that shows obvious damage, Fellowes asks that you list the damage on the carrier’s delivery receipt and refuse the damaged product. For a Trailer Load shipment that shows obvious damage, Fellowes asks that you list the damage on the carrier’s delivery receipt and accept receipt of the shipment.
Shortages: For package carriers, Less than Trailer Load (L.T.L.) and Trailer Load carriers, Fellowes asks that you list any shortages on the carriers delivery receipt.
CONCEALED SHIPPING DAMAGE OR SHIPMENT ERRORS
Fellowes requires notification within 72 hours of receipt of shipment regarding any miss-shipments, concealed damages and/or shortages. In event of any of the above, please notify Fellowes Customer Service within 72 hours of delivery and Fellowes representative will respond with the proposed resolution within two weeks.
CUSTOMER ERROR RETURNS
Fellowes may occasionally accept customer error returns, i.e. buyer’s remorse, changed mind, ordered wrong item, etc. These requests must be submitted in writing within a period of 30 days from the date of invoice. Please e-mail to: [email protected] for review and return disposition.
Note: the product must be unopened in salable condition with unblemished original packaging, manuals, parts etc. You must provide related invoice date, PO#, quantity, product pricing, description of why each product needs to be returned, contact name, phone and fax number, e-mail and address product is located at. For returns resulting from Customer error, the customer is responsible for the return freight and any associated costs along with a 20% handling fee. Failure to submit a claim within a period of 30 days from the date of invoice will nullify the claim and a return will not be eligible.