Norman G Clark (A/Asia) Pty. Ltd. always endeavours to provide its customers with quality goods and quality service.
All goods that are faulty, incorrectly supplied, or otherwise returnable under a statutory warranty, shall be accepted for return.
Freight costs will be for the customer’s account or waived according to the circumstances.
1. Faulty, Damaged In Transit Or Incorrectly Supplied Goods
If, after inspection, your goods are found to be defective or faulty, or are agreed to have been incorrectly supplied by us, and the defect(s) or fault(s) is not due to wear, tear or misuse, we will offer you a repair, replacement or refund, as deemed appropriate by us. We will not accept liability for any consequential losses incurred by you. If, after inspection, your goods are not found to be faulty, are not deemed to have been damaged in transit or we deem that any defects or damage was caused after you took receipt of the goods, or the goods were in fact supplied correctly by us, you will be required to arrange collection of the goods from our premises or authorise us in writing to ship the goods back to you at your cost. Such goods not collected or returned at your request within thirty (30) days may be disposed of without further notice.
Please be aware that goods not manufactured by Norman G. Clark (A/Asia) Pty Ltd, may need to be returned to the overseas manufacturer for testing and/or repair and warranty adjudication.
2. Other Goods
We go beyond the legal requirement by offering a general 21 day return policy for all unused goods returned in original and undamaged condition except for goods deemed ‘Specials’ which are sold on a strictly ‘No Returns’ basis.
You must obtain a Product Return Authorisation (PRA) Number from our customer service personnel and have the subject goods delivered back into our warehouse within 21 calendar days of receipt by you. Freight costs must be borne by you.
A credit will only be issued against the original and applicable Norman G. Clark (A/Asia) Pty Ltd invoice. The credit will be for the original net purchase price of the goods less any associated freight costs borne by us.
Where goods are ‘Special’ and sold on a ‘No Returns’ basis, this will be stated on the original quotation.
This means that, unless ‘Specials’ are faulty, damaged in transit, incorrectly supplied or are otherwise returnable under a specific Norman G Clark (A/Asia) Pty Ltd warranty, or by law, the goods will not be accepted for return.
3. Returns Procedure
To return goods purchased from Norman G Clark (A/Asia) Pty Ltd, you will need to request a Product Return Authorisation (PRA) Number from our customer service personnel in advance.
You may, of course, return goods in person, provided you were the original purchaser.
Norman G Clark (A/Asia) Pty Ltd will not accept any goods for return which are not covered by a Product Return Authorisation (PRA) Number.
We will require the following information from you before issuing a Product Return Authorisation (PRA) Number:
- Name and contact details of the original purchaser.
- Invoice number & date on which the goods were originally supplied.
- Quantity, description & NGC item number(s) applicable to goods .
- Whether the goods have been used in any way.
- Reason for return.
PRA numbers are usually only valid for 21 days from the date of issue. We reserve the right to reject returned goods delivered to our warehouse under cover of an expired PRA.
Please ensure that all goods are suitably packaged to prevent damage during return shipping. We will not accept responsibility for returned goods which are damaged in transit back to us.
A copy of the original invoice, packing slip or other proof of purchase must be included with the returned goods.
Other than as required under statutory warranty, we reserve the right to refuse any returns that:
- Are incomplete or missing parts.
- Quote an invalid or expired PRA or no PRA at all.
- Were not originally supplied by Norman G. Clark (A/Asia) Pty Ltd.
- Show signs of external physical damage.
- Are not accompanied by a copy of the original invoice, packing slip or other proof of purchase.
The PRA number should be clearly visible on the outside of all shipping cartons and addressed per the following example unless otherwise directed by Norman G. Clark (A/Asia) Pty Ltd:
Norman G. Clark (A/Asia) Pty Ltd
44 Kylta Road
Heidelberg West Vic 3081
DO NOT RETURN GOODS WITHOUT FIRST OBTAINING A PRODUCT RETURN AUTHORISATION (PRA) NUMBER & OUR RETURN DELIVERY INSTRUCTIONS
For further information please contact Norman G. Clark (A/Asia) Pty Ltd
Phone: 03 9116 9200