Order Inspection & Verification rts.com



Damages, Returns, and Claims PolicyThough we work to ensure that each and every order is checked for accuracy, packaged correctly, and shipped properly, issues with shipments do occasionally arise. There are several steps you can take to help limit the occurrence of errors and address those that do occur. Order Inspection & Verification The responsibility of Rheem Replacement Parts Division shall cease upon delivery of goods to a carrier. Since goods are shipped at the customer’s risk, they should be examined carefully before signing delivery receipts.Before signing for a delivery, it is the customer’s responsibility to inspect the delivery for correct item count and condition. It is your right as a customer to 15 minutes of the driver's time in order to fully inspect any freight packages.Look for the following…Torn or punctured cardboard or shrink wrapBroken or crushed cornersBroken palletsModule stacks that shifted on the palletVerify the packing slip matches the items received in the shipment.If you are unsure whether or not the shipment looks damaged, please inspect it further and open it in front of the driver before signing that it has been received.Note any discrepancies in item count and any item damage on the delivery receipt and inform the driver.Please do not refuse the delivery!!!Refusing delivery does not alleviate your responsibility to file a claim. It does, however, reduce your ability to recover costs and may result in a restocking fee of up to a 25% and return shipping charges. Reporting Order Issues Please note: Rheem’s responsibility for the integrity of the product shipment ceases when the shipment is received at the original delivery destination. Claims received for parts transferred to other locations after the initial delivery will not be covered. The various claim types are described below.Shipping DamageRheem Replacement Parts Division freight terms are F.O.B. Shipping Point. Freight liability and title for goods passes to the customer when the order leaves the Replacement Parts Division facility and is picked up by the carrier.Claims for shipping-related damages for items shipped TL, LTL or UPS Parcel must be filed with the transportation carrier and not with the Replacement Parts Division. FedEx Parcel shipping is the only exception to this policy as noted below:FedEx Parcel Shipping DamageFor items shipped via FedEx Parcel, please notify Parts Claims at parts.claims@ within 7 days of the delivery date of any shipping damage. Claims filed later than 7 days may be denied.Deductions for shortages or damages from any invoice are NOT permitted without prior WRITTEN permission from Rheem Replacement Parts Credit Department or parts.claims@.After inspecting the shipment, immediately write a description of the damage on the delivery receipt and inform the Driver.After noting all discrepancies, please sign for the delivery. Photos of the state of the packages and any visible damage will be needed to file a claim for credit.Please forward the following information to Parts Claims for credit determination:Tracking or PRO numberPictures of the damaged packaging and productComments about damages to the pallets or shrink wrapCopy of signed delivery receipt Copy of the audited packing slip and invoiceConcealed DamageSometimes damage is not readily apparent. Claims for concealed damage will only be considered up to 3 months from the ship date. Please notify Parts Claims at parts.claims@ immediately once you notice concealed damage. You will be asked to provide the following:Part number(s)/Quantity of the damaged materialOriginal PO/Order Number the items were purchased onPictures of the Concealed Damaged item/packagingContactPhoneEmail AddressParts Claims FAX: 336-495-6867parts.claims@Material Returns (New and Unused)An RMA (Return Merchandise Authorization) number is issued in good faith based upon customer's representation of the product quantity, condition, age and reason for return.Material purchased from Rheem Replacement Parts Division may be returned for credit within 90 days of the date of purchase, subject to a 20% restocking charge.Returns are only allowed for new and unused products returned in resalable condition.Returned products must be the same as those originally purchased within the 90 day period and without substitution.The minimum amount for all returns is $25.00.Certain items are non‐returnable (even within the 90 day period) including: ChemicalsDirect shipped itemsParts beginning with the prefix ‘AE’, ‘AM’, or ‘AS’ Any coil, regardless of the part number LP conversion kits Special order items (non-stock items)Items that are discontinued, obsolete or supersededItems with date codes older than 1 yearWe do not accept returns on the items listed above once the order is placed. Field scrap authorizations will not be issued for any item with a distributor net price less than $10.00.After 90 days, material return requests will be reviewed for consideration based on several factors and will be subject to at least a 25% restocking fee if approved. Rheem reserves the right to assess a higher restocking fee based on the circumstances of the return.Products will only be considered for return up to one year from the date of purchase. All approved returns must be shipped within 30 days of approval. The RMA number provided by our team must be included and visible on the return shipment to receive credit. Returns received without the RMA number will be returned to sender FREIGHT COLLECT and no credit will be issued.We are not responsible for lost or damaged shipments. We recommend you retain tracking information after shipment. If the product is lost or damaged, it will be the customer’s responsibility to file a claim with the carrier.All approved returns must be shipped FOB destination, prepaid and allowed.Return Addresses:Rheem Replacement Parts Division1045 Commonwealth RoadRandleman, NC 27317Rheem Replacement Parts Division2475 South 3200 WestSuite DWest Valley City, UT 84119Overages and ShortagesShortagesClaims for shortages can only be considered up to 21 days from invoice date. Credits and deductions for shortages on any invoice are NOT permitted without prior WRITTEN permission from Rheem Replacement Parts Credit Department or parts.claims@.Please notify Parts Claims at parts.claims@ immediately once you notice a Shortage. You will be asked to provide the following:Part number(s)/Quantity of the shorted itemsOriginal PO/Order Number the items were purchased onPreference of whether you want credit and/or re-ship and re-bill of the shorted itemsOveragesPlease notify Parts Claims at parts.claims@ immediately once you notice an Overage. You will be asked to provide the following:Part number(s)/Quantity of the over-shipped itemsOriginal PO/Order Number the items were received onPreference of whether you want to return the over-shipped items or be billed and keep the over-shipped itemsOverages will be billed on a separate sales order.Miss-Shipped / Miss-Picked ItemsIt is rare that Rheem Replacement Parts sends out the wrong products, as we double check every order. However, if you receive an incorrect product, you must notify Parts Claims within 5 days of delivery by email or fax. Please advise if you would prefer credit and reshipment/rebilling of the miss-shipped / miss-picked material. We can place a new order for the correct items and ship them out to you as soon as possible. You will be credited for the full amount of the part billed and receive return instructions or a field scrap directive for the incorrect part.ContactPhoneEmail AddressParts Claims FAX: 336-495-6867parts.claims@Order Cancellation PolicyProvided the order has not shipped, an order will be canceled without penalty. Keep in mind our standard shipping cycle is one day and some parcel shipments may ship the same day. Once an order is loaded on a truck, we cannot stop the shipment.If the order has already been shipped and is cancelled, original shipping charges will not be refunded and the order will be subject to the standard 20% restocking fee.All return shipping fees for refused orders due to cancelation will be billed to the customer in addition to the 20% restocking fee at the time of return. ................
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