Credit Claims

 

This page explains our system for making claims for credit
 
Q. Why is there a need for a system?
A. A procedure which we can all adhere to will improve the efficiency of your claims and ensure your credits reach you more quickly.

Q. How do I return goods from the order being delivered today?
A. Our driver will record any valid claims noticed at the point of delivery, on your invoice, and we will retain a copy which will be processed the following day.

Q. How do I return goods from a previous delivery?
A. If you wish to return goods from a previous delivery please contact our Sales Team on 0117 9430 800 and ask for our Credit Claim Department.

If our Credit Claim advisor agrees that a claim is due to you he or she will issue you with a claim number: it is important that you make a record of this number. When you receive your next delivery, our driver will match your claim number to a collection note of agreed returns. The driver will tick the document to confirm that the goods have been collected.

Once your returns reach Essential Trading your credit will be processed. Your credit note number will match the reference number you were
given by our Credit Claim advisor.


Q. How do I make a claim?
To make a claim by telephone you will need:
1. Product code
2. Invoice number
3. Delivery date
4. Reason for return (please refer to our ‘Conditions for Returns’ below.

If the goods you wish to return are different from those you have been invoiced for, please have details ready of product you originally ordered and were billed for. This will avoid confusion and help your claims to be processed quickly and efficiently.

GUIDELINES FOR RETURNING


GOODS WITH OUR DRIVER
Please give details to our Credit Claim advisor before 11am on the day before your delivery.

You will only be able to return goods that are listed on our driver’s collection note. This note is produced when you telephone our Credit Claim advisor with the details of your claim.

Our drivers are unable to accept any returns that do not appear on their collection note. Please therefore ensure that we have prior notice of any item you wish to return.

CONDITIONS FOR RETURNS

For your claim to be valid we ask that:
1. You notify us within 5 working days of receipt of the goods you wish to return
2. You provide full invoice details including product codes.
3. You only return goods which are faulty or were delivered in error.

We regret your claim will be invalid if:
1. Upon first notifying us of your wish to return product, you have had the goods in your possession for 5 days or more.
2. The goods have been damaged, pricemarked, written on or defaced in any way.
3. The goods are Special Order items we do not usually stock, but which we obtained solely on your behalf.
4. The goods are kept frozen or refrigerated.

To make a claim contact our Returns Hotline on 0845 458 0204 and ask for our CREDIT CLAIM ADVISOR.

Please have ready:
1. Product code of the item invoiced
2. Your invoice number
Delivery date
3. Reason for return – please see our ‘CONDITIONS FOR RETURNS’
4. Details of goods to be collected if different from