Returns

Framework Client satisfaction is our first priority. Botanic Building Supplies accepts returns of faulty products, products of inferior quality and non-faulty products ordered in error. Botanic Building Supplies accept returns when the goods are returned:

• Within 30 days of receipt
• In an unused/unworn condition
• Where no bespoke logos have been applied
• With the original delivery docket
• With the original packaging/boxes

The goods returns procedure is as follows:

1. Botanic Building Supplies will take receipt of the items, which includes a Returns Note. The Returns Note will show any remarks that customer service took from the customer when the fault was notified.
2. Following an examination of the Return, the following actions will be considered:
   1. Framework Client found that the item was damaged on receipt and reported same promptly to Customer Service.
      The Framework Client is offered a credit note, replacement or a refund depending on the particular circumstances and the customer’s wishes.
   2. Framework Client has noted damage or a fault in the product after using the product.
      The product must be carefully examined to determine whether the fault relates to materials or workmanship or whether the damage was a result of misuse or normal “wear and tear”. The course of action taken here can be any of the following:
      1. The fault is a result of a failure of materials and workmanship.
         The Framework Client is offered a credit note, replacement or a refund depending on the particular circumstances and the customer’s wishes.
      2. The fault is a result of misuse or general wear and tear.
         This must be explained to the Framework Client, who can elect to have the item returned to them at their own cost.

      NOTE: In either case B(i) or B(ii) above, it may be determined that the fault is repairable or can be remedied by replacing a part. This will be explained to both the supplier and Framework Client and a reasonable time frame established with all parties for the completion of the repair depending on the availability of spare parts and the complexity of the repair.

   3. The item has been returned by the Framework Client for reasons other than the item being faulty button receipt it is noted that the item is now not resalable due to damages to the packaging or to the fact that the product has been used.
      The Framework Client must be informed that returns for credit or refund can only be accepted in resalable condition. The Framework Client will have the option of having the item returned to them at their own cost.
   4. The item was returned by the Framework Client as parts were missing.
      The Framework Client is offered a credit note, replacement or a refund depending on the particular circumstances and the customer’s wishes.