RED-INC CUSTOMER RETURNS POLICY 1. GENERAL 1.1 This is the Seller‟s Customer Returns Policy (“Returns Policy”) of Red-Inc Ltd (“the Seller”) (registered office Second Floor, 3 Liverpool Gardens, Worthing, West Sussex, England, BN11 1TF , registration number 06689322 ). 1.2 In addition to this Returns Policy the Seller has supplementary returns policies in respect of specialised product groups contained in the Trade Price List and which are notified to the purchasers of such products. 1.3 In the event of any conflict between the terms of this Returns Policy and the terms of any of the specialised product group‟s returns policies then the provisions of the relevant specialised product group returns policy will prevail. 2. RETURNS 2.1 The Seller has the discretion (which it may exercise as it wishes) to accept the return of any of the Goods supplied to but not required by the Buyer and to issue a credit note in respect thereof. Any request by the Buyer to the Seller to exercise such a discretion must be made in accordance with the procedure and within the time periods set out in Condition 3 and is subject to the provisions of this Condition 2. 2.1 The Seller will only consider any claim by the Buyer for a return if the provisions of this Returns Policy are complied with and: 2.2.2 the items to be returned are in their original inner and outer packaging and none of the packaging shall have been written upon, taped or had permanent labels attached; 2.2.3 the items to be returned are in otherwise satisfactory and merchantable condition and may be re-sold at a price that would have been paid by the Buyer; 2.2.4 the items to be returned are of a type distributed by the Seller at the time of the claim; 2.2.5 in the case of electronic office machines the Seller has a like remedy against the manufacturer thereof; 2.2.6 in the case of dated products (but not including academic diaries) the return request is made by 10 December of the year previous to the year to which such dated products relate after which the product becomes non returnable regardless of when the product is ordered; and 2.2.7 in the case of computer consumable products, the outer seal has not been tampered with in any way. If the Buyer returns such product(s) as faulty, it will only be granted a credit note if the manufacturer of such product(s) accepts that the product has not been misused, overloaded, incorrectly installed or incorrectly stored. In certain circumstances, a faulty product evaluation form must be completed by the Buyer. 2.3 The Seller is entitled to charge the Buyer for the cost of collecting the Goods no longer required, and / or for any carriage costs that it may incur for accepting the return of such Goods. 2.4 If the Buyer returns the Goods within 16 – 30 Working Days from the date of delivery then the Seller reserves the right to charge the Buyer a 20% restock fee. 2.5 If a return is accepted a credit note will be issued in the sum of that part of the purchase price paid in respect of the Goods returned less deductions for the Seller's costs as set out in this Condition 2.6 The Seller will not (without prejudice to its discretion in Condition 2.1) accept the return of any electrical items which have been removed from their packaging or any food stuffs or food products. 2.7 The Buyer may not return Bespoke Goods or any Goods marked as non-returnable in the Trade Price List. 3. CLAIMS PROCEDURE FOR RETURNS 3.1 The Seller's Head office must be notified of any claim in respect of any returns or request by post, facsimile, email or by telephone specifying the reason giving rise to such claim or return. Notification must be made within the time limits set out below for each reason giving rise to a claim: 3.1.1 where any product is no longer required - within 3 Working Days; 3.1.2 where a product was ordered and invoiced but an incorrect product was sent out due to picker error - within 3 Working Days; 3.1.3 where a product delivered to the Buyer was not ordered by the Buyer but invoiced to the Buyer and delivered in error - within 3 Working Days; 3.1.4 where a product delivered to the Buyer was not ordered by the Buyer and has not been invoiced to the Buyer or the product was over supplied - within 3 Working Days. Where such a claim or request is made by telephone it will only be considered by the Seller if an acknowledgement reference is obtained by the Buyer and the claim or request is confirmed by post, facsimile or e-mail by the Buyer within 3 Working Days quoting the acknowledgement reference. 3.2 The Seller will only consider a returns request in respect of any of the Goods if the following further information is given: 3.2.1 the invoice number and/or the advice note number in respect of the Goods; 3.2.2 the part number of the item (or any description that clearly identifies the item to be returned); 3.2.3 the quantity of the Goods (expressed in the Seller's correct unit of sale) the subject of the returns request; and 3.2.4 the reason for the returns request and the collections note number and/or the returns note number. . 3.3 The Buyer may not return Bespoke Goods following delivery. CLAIMS PROCEDURE IN RESPECT OF DAMAGED AND FAULTY FURNITURE PRODUCTS 1.1 The Buyer must notify the Seller of any Furniture Products which are received damaged within three days of receipt. 1.2 The Buyer must notify the Seller of any Furniture Products which are faulty (for example, Furniture Products which have a manufacturing fault, a part is missing or there is some other problem attributable to the manufacturer) within three days of the fault being identified. 1.3 If a Furniture Product is damaged in transit, the Seller will send replacement component parts as soon as reasonably practicable. The Seller shall (where possible) send the replacement component parts by next working day delivery. 1.4 All Furniture Products arriving in damaged packaging must be signed for as damaged on receipt of the consignment. Failure to do this may result in the claim not being processed. 1.5 In the event that a Furniture Product develops a fault due to manufacturing problem, replacement parts will be sent according to the applicable guarantee and warranty. If replacement parts cannot resolve the fault, the Seller will be entitled to seek alternative evidence (e.g. electronic images) or potentially provide a replacement product to the Buyer and collect the faulty products. 1.6 If the fault given as cause for returning the Furniture Product is not apparent on inspection by the Seller, the Furniture Product will be returned to the Buyer at the Buyer's expense and no credit applied to the account. 2. SHORT DELIVERY AND ERRORS OF FURNITURE PRODUCTS 2.1 The Buyer must notify the Seller of any Furniture Products which are received incorrectly (for example, where the incorrect product has been sent or a product has been delivered which was not ordered) within three (3) Working Days of receipt. Incorrect products must remain in a saleable condition and in their original packaging or additional charges may be incurred. 2.2 If the Buyer receives incorrect items on a delivery and reports this to the Seller provided that the item is in stock the Seller will (where possible) send the correct items out on a next working day delivery, and arrange a collection of the incorrect items on a date to be agreed with the Buyer. 2.3 In the event that Furniture Product(s) are to be returned to the Seller due to an error on the part of the Seller, the following procedure will be followed: 2.3.1 A replacement Furniture Product will (if applicable) be sent with the original invoice number referenced on the new order. The replacement Furniture Product will be charged for on the Buyer's account, and then a credit applied on receipt by the Seller of the returned Furniture Product. 2.3.2 A returns note will be raised and the Seller shall contact the Buyer to arrange a date for the collection. When these details are agreed, a collection confirmation note will be sent to the Buyer via fax or email. If the Buyer wishes to make any changes to these details it must contact the Seller‟s Customer Services not less than one full Working Day before the date the collection is to be made. 2.3.3 The Buyer shall ensure that all returned Furniture Products are boxed or palletised using their original packaging in order for the carriers to collect. A copy of the collection confirmation note must be securely attached to one box or pallet for identification on arrival at the Seller's warehouse. Returned Furniture Products that do not have a returns reference / collection note will be refused at the Seller's warehouse and returned to the Buyer at the Buyer's expense. Furniture Products which are not packaged in their original packaging will also be refused at the Seller's warehouse and returned to the Buyer at the Buyer's expense. All Furniture Products must arrive at the Seller in a saleable condition. 2.3.4 If the collection is to be made from a third party then the Buyer will be notified of the collection arrangements and shall be responsible for any failed collection or return charges. Furniture Products not packaged in their original packaging, (which do not have a returns reference) or which arrive in a condition not fit for resale will be refused at the Seller's warehouse and be returned to the Buyer at the Buyer's expense. No credit will be issued in these circumstances. 2.3.5 The Seller shall inspect the Furniture Products on receipt at the Seller's warehouse and, provided that Conditions 2.3.3 and 2.3.4 have been complied with, a credit will be applied to the original invoice against which the Furniture Products were purchased on the Buyer's account. 2.3.6 If the fault given as cause for returning the Furniture Product is not apparent on inspection by the Seller, the Furniture Product will be returned to the Buyer at the Buyer's expense and no credit applied to the account 3. FURNITURE PRODUCTS WHICH ARE NO LONGER REQUIRED 3.1 The Seller has the discretion (which it may exercise as it wishes) to accept the return of any Furniture Products supplies to but not required by the Buyer (upon such terms as the Seller may choose) and to issue a credit note in respect thereof. Any request by the Buyer to the Seller to exercise such a discretion must be made in accordance with the procedure and within the time periods set out in Condition 3.2 and is subject to the provisions of this Condition 3.4. 3.2 The Buyer must notify the Seller‟s Customer Services of any Furniture Products which are no longer required within fifteen (15) days of delivery. A returns note will be raised and sent to the Buyer by fax or email. 3.3 The Seller will arrange the collection and transportation of the Furniture Product to be returned to the Seller. The Buyer may, with the Seller‟s consent, and at the Buyer‟s own expense, return the Furniture Products to the Seller at Red-Inc, Unit I, Block B Arndale road, Littlehampton, BN17 7GA. The Buyer shall be charged either (i) a 35% restocking fee for all Furniture Products that are collected by the Seller and returned; or a 15% restocking fee for all Furniture Products that are returned by the Buyer at its own expense in accordance with Condition 3.5 below. 3.4 The Furniture Products returned must be received by the Seller in a re-stockable and resalable condition, unused and in original and secured undamaged packaging and must include the returns documentation provided by Red-Inc. Any Furniture Products returned that cannot be restocked due to the Buyer's failure to comply with this Condition 3.4 will be returned to the Buyer, and the Seller shall be entitled to apply a carriage charge to the Buyer's account. 3.5 If the returned Furniture Products are accepted, the Seller shall apply a credit to the Buyer's account, less a thirty-five percent (35%) restocking fee or a fifteen percent restocking fee if the Buyer returned the Furniture Products at its own expense. Any delivery charges relating to the original delivery are non refundable in this instance.