Returns and Claims policy

Returns and Claims policy

We understand that projects can be unpredictable, leading to occasions where you might need to return a product for various reasons.  To ensure a smooth process, please review our Returns and Claims Policy outlined below.  Note that returns not pre-authorised by us will not be credited to your account. 

Returning re-saleable products

Changed your mind? 

At times, you or your customer may change their mind and a product may no longer be needed.  Below are the steps to follow should you need to return a product. 

Process 

• Contact our Customers Service team within 30 days from your delivery date to initiate a return process. 
• Jacobsen will respond to your request within 3 working days.  Products must be in a re-saleable condition for the return to be considered (No indent or sales and clearance items.  Further details below).  
• Upon assessment and approval, you will receive a Returns Management Authorisation (RMA) paperwork, marking the beginning of the returns process.  A 20% restocking fee applies to all returns, subject to a minimum charge of $50. 
• All returns must be received by our Distribution Centre within 14 days.   
  Upon receipt at our Distribution Centre, the products will undergo an inspection to ensure their re-saleable condition. 
• Once inspected and approved by our team, a credit will then be issued to your account* minus actual freight costs (for delivery and return), 20% restocking fee and any variation to the original order. 
   

*For cash customers, please allow 30 days for the refund to be applied once we receive your bank account details 

Important notes 

• Customers will be responsible for the actual return freight cost to send the products back to us. 
• Customers will also be responsible for the actual original order delivery freight cost (from our warehouse).  Often the cost of freight is higher than our delivery fee.  As part of the return, we will charge you the difference between the actual cost minus the $75 delivery fee. 
• Products are deemed sale-able if they are: 
  
  • In their original, undamaged packaging 
  • Full roll products only 
  • Part of current stock with existing batch remaining 
  • Not indent items 
  • Not on sale or clearance 
  • Should a product not meet the re-saleable condition, we will discuss returned or disposal options with you, at your expense or free of charge, respectively. 
     

Incorrect product 

Despite our best efforts, mistakes can happen.  If you receive an incorrect product, please follow the steps below. 

Process 

• Immediately contact our Customers Service team within 30 days from the delivery date to initiate a return process. 
• Jacobsen will review your return request within 3 days.  Products must be in a re-saleable condition for the return to be considered (further details below). 
• Once approved, you will receive a Returns Management Authorisation (RMA) paperwork, marking the beginning of the returns process. 
  Should you require a replacement product, it will be dispatched on the next business day after your return is approved and a new invoice will be issued as per usual trading. 
• All incorrect products must be received by our Distribution Centre within 14 days, in a re-saleable condition. 
• Once received, our team will inspect the products for their re-saleable condition. 
• A credit will then be issued to your customer account upon verification. 
   

Important notes 

• Please inspect the products to ensure your product is correct before opening the packaging.
• Variations between batches are common for all products, including different calibrations (sizes) for ceramic tiles. This is not considered as an incorrect product.  Please ensure you check that all your products are from the same batch and/or calibration (ceramic tiles) before installation. 
• Products are deemed re-saleable if they are: 
• In original undamaged boxes 
• In original quantity and in supplied form.  If there’s any variation to the order, only the re-saleable products will be refunded. 
• Should a product not meet the re-saleable condition, we will reach out to discuss returned or disposal options. 
   

For any questions related to returns, our Customer Service Team and After Sales Service Administrator are here to help. Contact us at returns@jacobsen.co.nz. 

Returning damaged products 

Freight damage 

Upon delivery, if you discover any visible issue that may be related to freight, please contact us immediately.  Following the process below to initiate a return: 

Process 

• Sign the carrier’s consignment note noting receipt of damaged product. 
  Contact Customers Service team within 24 hours from the day you signed for the products to begin a return process. 
• Jacobsen will review your return request within 3 days.   
  Once approved, you will receive a Returns Management Authorisation (RMA) paperwork, marking the beginning of the returns process. 
• Should you require a replacement product, it will be dispatched on the next business day after your claims is approved and a new invoice will be issued as per usual trading. 
• All incorrect products must be received by our Distribution Centre within 14 days, in a re-saleable condition, at our cost. 
• Once received, our team will inspect the products for their re-saleable condition. 
• A credit will then be issued to your customers account upon verification. 
   

Product manufacturing faults 

We recognise that, on occasion, issues may arise with our products for various reasons.  To address any concerns effectively, we have established comprehensive investigation process.  Follow the steps below to initiate a claim: 

Process 

• Contact our Customers Service team or your Account Manager as soon as you discover the issue. 
• Complete the online product claim form accessible via our Customer Portal.  Simply sign in here.   
• Ensure the form is fully completed to begin the claims process.  This includes uploading invoices, photos and/or samples of the faulty product. 
• Once the claims process is initiated, our team will contact you within 3 days to discuss the next steps, which may involve a site inspection. 
• Should the claim be approved, and it is determined that you need to return the product, you will receive Returns Management Authorisation (RMA) paperwork to co-ordinate the return. 
• A credit will be applied to your account upon receipt of the returned product.