Refund policy

1. Introduction

ATS is a supplier of high-quality products sourced from reputable suppliers. All our products are made to Australian standards. We take pride in the quality of our products and service.

Although all care is taken to ensure customers receive what they have ordered, we recognize that at times customers may want to return material to ATS for multiple reasons including but not limited to oversupply of material, material ordered incorrectly, damage to material. Broadly there are two main reasons for material return: ATS-related issues or customer-own request. This document sets out the procedure for dealing with stock returns.

1. ATS-Related Returns

We recognize that internal processes may, from time to time, lead to errors in delivering the correct material to site or in damage to the material delivered. The reasons leading to the need to return material to stock include:

a. Incorrect material or material quantity entered in the order
b. Incorrect material picked or not picked
c. Material was damaged during picking or delivery
d. Material is of inferior or unacceptable quality

In those circumstances it is part of our customer promise to rectify the situation promptly and at no additional transport or re-stocking cost to the customer.

1. Customer-Originated Request

When customers change their requirements post-delivery, we may be requested to accept material returns. In general, ATS will accept returns within certain conditions as follows:

a. Material must be in as new condition so it can be re-sold without any price penalty
b. Material supplied in boxes must be kept in their original packaging
c. Material must be standard stock items
d. Material is to be returned to ATS and inspected by the warehouse team, with photos taken and a return form duly filled out and loaded onto our ERP (Timms)

If the material to be returned is not in as new condition or it is not a regular stocked item, it will not be accepted and the return will be rejected.

The stock return form is to be filled out and signed by the warehouse manager. The form along with the photos of the returned products taken at ATS warehouse need to be uploaded to Timms along with the credit request.

3.1 Material Pick-up

In principle, outside the conditions stated in item #2, ATS will not pick up any material from site. Our trucks' primary function is to deliver new orders as opposed to manage customer returns. Furthermore, pick-ups are generally done after driver's normal shift, with ATS having to pay over time rates and thus incurring higher than our usual delivery costs.

Any request for material pick-up that is unrelated to item #2 above should be first discussed with the Operations Manager to ensure we have the capacity and time to do it. In all cases, the normal freight fee ruling at the time shall be charged to the customer in addition to any re-stocking fee.

3.2 Re-stocking Fee

Returning materials to the shelves have a cost to ATS. That cost is generally higher than the picking cost, as material needs to be carefully inspected, photographed and sorted. We recognise that competing businesses may not charge a re-stocking fee. The rules below tend to balance this with costs incurred by the business.

• COD accounts: a re-stocking fee of 20 percent is to be applied
• Account customers: a minimum charge of 100 dollars or 15 percent, whichever is greater, is applicable
• Account customers: the re-stocking fee may be waived by the account manager in special circumstances, for instance when we are trying to build a relationship with the customer or trying to bring on board a new customer. Waiving of the re-stocking fee is not to be done on a frequent basis, and it should not be offered to a customer more than 1 time in any given month

Customers ought to understand that returns have a cost to ATS and that cost will be chargeable. The material pick-up fee described in Item 3.1 is always chargeable.

3.3 Full Order Return After Delivery

If a whole order is returned after delivery has taken place, the freight charge on the original delivery will not be credited back, as the delivery expense was already incurred by ATS. The requirements in items 2 through to 3.2 still apply.

3.4 Returning Undelivered Orders

If an order has been picked up but not yet delivered, it may be returned to stock at no cost to the customer.