Refund policy
Purpose:
The Purpose of this document is to clearly outline the Return and 30-day Satisfaction Guarantee policy currently in place and being utilized by Van Beek Companies. This will serve as a guide for our internal employees as well as our distribution partners and direct customers. Any exceptions will be approved or denied by Compliance.
Scope:
This document serves as instructions to our Sales Teams, Customer Service/Account Managers, and to our distribution partners.
Policy Guidelines:
Internal employees and distribution will refer to this document when receiving inquiries regarding unsatisfied customers wanting a refund or wanting to return the product.
Returns:
The process owner shall be responsible for proper and on time initiation of all steps described below.
A. Return Policy Logistics
1. Only items purchased from Van Beek companies to be returned and displaying a Van Beek companies return merchandise authorization (RMA) number on the outside carton will be accepted. Any items returned without an RMA will be refused.
2. To receive an RMA, you need to contact customer service at
cs@vanbeeknaturalscience.com or (712) 737-2958.
3. Returns are subject to a 25% or a $25 re-stocking fee, whichever is greater. Opened or damaged product packages may not be returned unless authorized by Compliance.
4. The customer pays freight unless the return is a result of a Van Beek company’s
shipping error or product recall.
5. No returns will be allowed after 30 days. We do not take back expired or slow-moving products.
B. 30 Day Satisfaction Guarantee – Van Beek Companies offer a 30-day Satisfaction Guarantee on all products. This program has requirements that must be met by the distributor that will be detailed below.
1. Companion/Large Animal – Distributor must call and explain the situation to a Van Beek customer service representative for approval.
a. If a product has been opened or used it will not be eligible for return, only a refund.
b. If a product has been placed on a farm, it will not be approved for return.
Return & Damaged Goods Policy VB-4P-001
Revision #: Approved by: Management
3689 460th Street
Orange City, IA 51041
United States of America
Original Date: 10/20/2021 Process Owner: Customer Service
Revision Date: Review Frequency: Annually
Implementation: 10/20/2021 Document Type: Policy
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c. Purchase must fall within 30-day period to qualify for refund or return.
d. Purchase must be with an approved partner such as a registered vet clinic, distribution partner, etc.
e. Online purchases must be returned through an online vendor.
f. Therefore, confirmation of purchase and some investigation may be required.
2. Internal Process
a. Once a return is approved, Customer Service/Compliance will log the event and
the return amount in smart sheet and issue an RMA.
b. Once the product is received and inspected, a credit memo may be issued (in
some cases, this may be directly to the customer).
3. Shipping
a. If orders qualify for free freight, and part of order gets returned where the order no longer qualifies for free freight, freight will be added to the invoice upon return of
the product.
4. Claims
a. All claims for shortages, loss, or non-delivery must be made within 10 days of the
date of the invoice. Claims for damage in transit must be made with carrier upon
receipt. Save all shipping cartons for their inspection. Claims for product defects
would fall into the 30-day process.
5. Terms
a. Terms are net 30, a late payment service charge of 1.5% per month (18% per
annum) assessable on past due invoices not paid in 30 days.
b. Company purchase order and approved credit are required.
c. Orders not qualifying for free freight will have freight added to the invoice.
d. No cash on delivery or cash orders accepted.
Terms & Abbreviations
The following terms and abbreviations all have their respective meaning in this document:
Van Beek Companies : Thermocal Minerals of Idaho, L.L.C.
Van Beek Nutrition, L.L.C.; and
Van Beek Natural Science, L.L.C.