Incidence rate includes all types of problems that can cause a customer to reject delivery or request a replacement product. The five incidences that are included in the incidence rate are:
While the bottom three incidences are the supplier´s responsibility, damage in transit responsibility often lies between supplier and carrier. Our expectation is that suppliers pack products in accordance with the delivery method used. For instance a product sent through a small parcel courier such as UPS will have to go through conveyor belts and therefore will need to resist at least 1 metre drop tests.
BuyBakeware.co.uk is committed to working with suppliers and carriers to reduce incidences of damage. Because drop-shipments are generally prone to higher damage rates than pallet shipments, we have invested developed a robust set of packaging requirements that can be found at the end of this guide. We will actively engage with suppliers to use best practices and reduce damage rates, using the best transport methods and carriers available.
With regards to refunds, BuyBakeware.co.uk is absolutely on your side, treating the customer as king. You can have your full refund on the item cost for any orders that you are unsatisfied with (subject to quality checks when the item is returned back in the supplier warehouse). All you have to do is contact us within seven days of the receipt of the goods/order and we aim to return within next 24 hours!
BuyBakeware.co.uk’s policy is to allow customers to return unused (re-sellable), undamaged products in original packaging for 30 days after receipt (buyer’s remorse returns). In such cases, BuyBakeware.co.uk will provide the customer with your purchase order number to be used as the Return Authorization (RA) number. The supplier will accept returns under this policy unless otherwise specified. The supplier will notify us within two business days once the returned item has been received by issuing a credit to us for the cost of the product. This will be reflected back to you accordingly.
If a customer cancels their order, BuyBakeware.co.uk will notify suppliers immediately via e-mail with a request for confirmation. Cancellations that have not been confirmed by the Supplier within six business hours will be automatically cancelled and confirmed with our customer. BuyBakeware.co.uk will not be responsible for any costs related to orders that ship beyond one business day after the cancellation notice was sent to the supplier or where a response and / or shipment confirmation is not received within this timeframe. BuyBakeware.co.uk reserves the right to cancel special order, made to order, and custom made products after the stated lead time has expired if shipment confirmation has not yet been transmitted.