DELIVERY AND RETURNS

You can determine when we deliver to your area by identifying your location on the map.

All orders must be placed before 4.00pm the previous day. Orders may be collected by prior arrangement from our Coalville depots.

If you have any questions or feedback regarding our delivery schedule, please contact either your local Imex representative or our head office sales team.

Returns & Spare Part Policy

At Imex ceramics UK we always endeavour to offer the very best service, even when you are returning products to us! Our comprehensive returns policy has been devised to simplify the procedure.

If you have a missing part or require a spare

In the unlikely event that you have received your products and parts are missing, please contact our Customer services department on 01892 611240 and they will arrange to send you a replacement part free of charge. If you require a spare part as a replacement for a faulty item then please order this via Pura sales. Your account will be charged until the faulty item has been returned to Pura and inspected. If the product is found to be faulty a credit will be raised against your account.

Products under £35.

In order to keep our product costs competitively priced,

Pura cannot arrange for items such as wastes to be collected individually, instead please collate the items until you have others to return to us and we will be happy to credit you accordingly. Alternatively for your convenience, these low values items can be posted back to us and we will, of course, refund your postage and credit your account providing you record the value of the postage. If posting please send direct F.A.O RETURNS DEPARTMENT. Normal returns procedure applies.

How to Arrange a Return

Please fax through the details of your return stating the following:

That you have the goods on your premises

Your company name.

The products(s) and quantity(s)

The reason for return, the word FAULTY is NOT acceptable.

The order no, invoice no.

Your reference.

Contact name.

How many outer packages (boxes) there are on the return number.

ALL GOODS MUST BE PACKED IN OUTER PROTECTIVE PACKAGING

Goods must be returned in a re-saleable condition. Boxes that have been defaced or marked in anyway will not be accepted for return. If such boxes are returned to us no credit will be raised and the goods will be made available to you to collect at your own cost.

A restocking charge of 25% of the net invoice price for unwanted goods will be levied. This charge will not be incurred if goods are deemed to be faulty or damaged.

Pura will only consider current stock for returns.

Your signature is required to confirm your acceptance of these terms. It is a condition of your account application that you agree to these terms

How to Arrange a Return

Please do not arrange a collection until the goods are with you at your premises. Please ensure that the return is placed in an outer package clearly marked with a Pb returns number. It is up to the account holder to ensure that you obtain a “proof of collection” for your own records, if necessary please ask the driver to sign the returns form.

We will instruct our courier to collect the item(s) from you within 6 working days. The courier will not pick up any returns without a label which matches the returns number given by Pura.

Your request will be raised on our system and you will receive a fax from us showing the goods for collection and your returns number.

1 Pb returns number = 1 LABEL = 1 BOX.

It is important to ensure that you have fully understood our returns policy, because unfortunately if goods are refused due to non-conformity and/or the courier is unable to collect the return from you a charge of £15.00 will be added to your account and the collection request will be cancelled.

Refitting Costs

Pura will agree to pay reasonable refitting costs if the product is proved to be defective. This will be paid at a flat rate of 39.50 plus vat. Any costs must be agreed in writing before work commences, Pura reserve the right to inspect the alleged faulty product whilst insitu. A letter headed invoice which covers the cost of a replacement or damages must be placed in the box with the faulty goods for return. Please do not post your bills to us separately, if we do receive any they will simply be redirected back to you as we must be able to collate the invoice with the goods returned.

Contacts

Please contact the returns team should you require further information.

Phone: 0086-315-2316416 2334406

Email: imex2@imexceramic.com

How your return will be dealt with

Your request will be raised on our system and you will receive a fax from us showing the goods for collection and your returns number.

Please do not arrange a collection until the goods are with you at your premises. Please ensure that the return is placed in an outer package clearly marked with a Pb returns number. It is up to the account holder to ensure that you obtain a “proof of collection” for your own records, if necessary please ask the driver to sign the returns form.

We will instruct our courier to collect the item(s) from you within 6 working days. The courier will not pick up any returns without a label which matches the returns number given by Imex.

1 Pb returns number = 1 LABEL = 1 BOX.

It is important to ensure that you have fully understood our returns policy, because unfortunately if goods are refused due to non-conformity and/or the courier is unable to collect the return from you a charge of £15.00 will be added to your account and the collection request will be cancelled.

What happens when we receive the goods back?

Our warehouse supervisor will inspect the item before booking it in on our system. If the product is found to be faulty as described a credit will be issued within 6 working days

However, should the product prove not to be faulty no credit will be issued. An inspection report is available upon request.