Effective date: 1st October 2016 Last Revision: 16th March 2022 Next Review Date: 16th March 2023
Overview:
The purpose of this policy is to outline the conditions under which E-commerce Parts Returns will be accepted from Finning E-commerce customers and the charges applicable. Any charges assessed are intended solely to recover the costs associated to the processing of the returned parts. These costs include, but are not limited to, inspection of the returned parts, identification, cleaning, parts put away, credit documentation processing, return of parts to suppliers, inventory level disruption and carrying costs.
Compliance:
Policy compliance is at the discretion of the Parts Supply Chain representative processing the return and is subject to review / approval from the appropriate Supervisor or Manager.
Failure to comply with this policy may result in disciplinary action being taken, up to and including termination of employment.
Definitions:
• Finning - Finning International Inc., including all its affiliated entities (being entities in which Finning controls or owns, directly or indirectly, more than 50% of the outstanding shares), subsidiaries and related entities. IT - information technology used for storing, sending, receiving and processing information.
• E-Commerce Parts – parts purchased from Finning via the E-commerce channel parts.cat.com.
• Re-sellable and returnable to the manufacturer – parts that are in as new condition, with a valid and current part number and which is returnable to Finning’s vendor.
Exceptions:
Any employee who requires a policy exception must submit a policy exception request through the policy portal (in advance where possible), which will be directed to the policy owner for review and, if determined appropriate, approval. An increasing number of exceptions to a specific policy may be an indication that a policy should be revised.
Roles and Responsibilties:
Finning Parts Counter and Warehousing employees are responsible for assessing the applicable credits and issuing the approved return amount to the customer.
Policy Details:
All non-stocked parts returns must be approved by the Supervisor or Manager of the persons initiating the credit.
All parts credits more than £5,000 must be approved by the appropriate Supervisor or Manager.
Parts Returns Criteria:
• All parts must be accompanied by one of the original Finning supplied documents
o Invoice
o Delivery note
o Returns Note
• All parts for return are subject to inspection by Finning employees before acceptance and must be identified as re-sellable and returnable to the manufacturer
• All parts must be returned in the original packaging
• All parts credits will be processed at the original invoice purchase price.
• Filters, gaskets, seals, O-rings, bulbs, hoses, chemicals, fluids, lubricants, wiring harnesses, decals/films or kits that are not in the original sealed packaging or Caterpillar Bargain List will not be accepted for credit under any circumstances
• ECM (electronic control modules) will not be accepted for return if the Tamper Evident seal or tape has been broken
• Used Parts returns are required to be within the specified warranty period and in the same condition as supplied
• Parts returned within 30 days of issue will be processed free of charge subject to acceptance
• Parts returned between 31 and 90 days of issue will be processed with a 15% re-handling charge subject to acceptance
• Parts over 90 days from issue will not be accepted for return
• Original shipping and handling charges are not refundable
How to Initiate a Return
You can initiate a return by either contacting Parts Direct on 0330 123 9211 or partsdirectuk@finning.com by using the Parts Returns feature via CUBIQ Dealer Services.
Return Processing Time
After we have received your part and it has been checked, we will refund your money via the method you paid with. If you purchased on account then the value will be credited back to your account. Please allow up to 7 working days for the refund to be processed.
