Product Claim Policy & Procedure - Benmatt Industries
Effective Date: October 1, 2007 (replaces all prior policies and procedures)
Even though we strive to provide excellent product and service, an occasional instance may arise in our performance. If this should happen, the following guidelines have been developed to efficiently service you and quickly resolve your order discrepancy.
Claim Policy
Damaged Product
Please inspect all orders upon receipt. Do not sign for cartons or products delivered with obvious damage. Immediately call 877 - 236 - 6288 to report a damaged item. Benmatt will replace any product damaged in shipping. Remember to contact us immediately when you discover damaged product. We require that all shipping damages are reported at time of receipt and all hidden damage is reported within 10 days of receipt. No replacements will be made after 10 days from receipt.
Do not discard any product until you have been instructed by our Claim Administrator. Benmatt reserves the right to have the product returned at our expense for further examination and resolution with the carrier.
Order Discrepancies
Please inspect all orders immediately upon receipt. If a discrepancy is discovered, contact the Benmatt Claim Administrator at enmattclaims@benmattIndustries.com or complete the claim form at www.benmattIndustries.com. There is a 45 day claim period beginning with the date your order was received.
Do not discard any product until you have been instructed by our Claim Administrator. Benmatt reserves the right to have the product returned at our expense for further examination.
Order discrepancies include:
- Incorrect quantity
- Incorrect part number / product
- Product manufactured incorrectly
- Product received at the wrong location
- Product received in error (without prior PO / authorization)
All discrepant products will be replaced and invoiced at the original sales contract price and terms, unless noted as exception by the Benmatt Claim Administrator. Receipt of damaged or incorrect product does not necessarily negate the sales contract initiated by your purchase order, be it written or verbal.
Invoice / Billing Discrepancies
Send your questions concerning the invoice quantity, invoice piece price, surcharges or freight charges to service@benmattIndustries.com or contact our Service Department at 610 - 361 - 4250. Your prompt notification facilitates quick resolution while keeping your account in good status.
Claim Procedure
Immediately call 877 - 236 - 6288 to notify us of shipping damage; for all other reasons, if you need to make a claim against your order, please follow these instructions:
- Email us at benmattclaims@BenmattIndustries.com (preferred method) or
- Complete the claim form at www.benmattIndustries.com or
- Call us at 877 - 236 - 6288 and leave us a voice message
Provide us the following information:
- Order Number or Invoice Number or Purchase Order Number
- Business Name, City & State
- Your name, title, email address, and phone or fax number
- Brief explanation of the discrepancy
You will receive our confirmation and your claim identification number via email within 1 business day. You will receive a follow up contact after a review of your claim, within 3 business days. If a product return is required you will receive a Return Material Authorization (RMA) number. Call tags will be issued for pickup and returns must be made within 7 days from the date of notice.
Do not discard any product until you have been instructed by our Claim Administrator. Benmatt reserves the right to have the product returned at our expense for further examination.
- Make sure your name, address, and return authorization number appear on the return address portion of the package.
- For subsequent communication please reference either your claim id number or the RMA number provided.
- Credit allowed will be applied to your account upon successful receipt at our location of your returned product.
- Applied credits to your account will expire after 180 days if unused. Prior authorization for any extension is required.
Order Change or Cancellation Procedure
All orders for Custom Products are final. However, we understand the need to occasionally react to unexpected circumstances. Every attempt will be made to comply with your request, but we cannot always do so. If you need to make a change or cancel an existing order, please follow below instructions.
To provide the best possible results, our Field Sales personnel will no longer have the ability to support your requests for order changes and cancellations. It is your responsibility to initiate the process as outlined here.
- Email us at service@benmattIndustries.com (preferred method) or
- Call us at 1 (610) 361-4250 and leave us a voice message
Provide us the following information:
- Order Number or Purchase Order Number
- Our Part Number and Quantity
- Business Name, City & State
- Your name, title, email address, and phone or fax number
- Change or Cancel instruction
You will receive a same day response, notifying you of order status - our ability to comply with your request at the time received. If there are any change or cancellation charges that apply to your order, you will be informed at this time. It is your option to accept the cost associated with your request or allow the order to be completed as scheduled.
Benmatt will only apply appropriate cost, based on the stage of completion in the fulfillment process. There are no costs applied for Administrative work, only for materials, labor or freight committed to the order.
Providing that Benmatt has sufficient time to execute your requested change or cancellation and you agree to the applicable costs (if any), you will be provided with a confirmation number. This confirmation number is recorded with your order in our system and should be saved by you for any future reference. You will be required to verify the transaction request by your signature on return facsimile or reply email.
Charges related to changes will be invoiced together with the product upon delivery. While cancellation costs will be invoiced upon entry of the confirmation number in the order record.