GWI RETURN POLICIES & PROCEDURES

RETURNED GOODS MUST BE ACCOMPANIED BY INGREDIENTS ONLINE’S (GWI) RETURNED MATERIALS AUTHORIZATION DOCUMENT. IF PRODUCT IS RETURNED WITHOUT AN RMA DOCUMENT, SHIPMENT WILL BE SUBJECT TO REFUSAL.

 

ALL QC RELATED CLAIMS MUST BE SUBMITTED WITHIN 21 DAYS OF PRODUCT RECEIPT AND ALL OTHER TYPES OF CLAIMS MUST BE SUBMITTED WITHIN 15 DAYS OF PRODUCT RECEIPT.

 

1. For quality related claims:

a. All lab tests MUST reference our batch number.

b. Lab test report MUST be from a 3rd party lab.

c. Lab test MUST use same test methodology as indicated on provided batch COA.

d. Foreign matter found inside the product must be left as is and must be returned in its original packaging and label.

e. For return please provide GWI Shipping with best pick up date, hours of operation, pallet count, and pallet dimensions. GWI will cover shipment costs and scheduling.

 

2. For damaged product claims:

a. Any damages must be brought to the attention of GWI within 15 days of customer’s receipt

b. Must have proof of damage by photo or indicated on the bill of lading when delivered.

c. If shipment was delivered via UPS, any damage must either be brought to GWI’s attention immediately or shipment must be refused. Package must be left in condition it was delivered in as UPS will want to inspect the product.

d. For return please provide GWI Shipping with best pick up date, hours of operation, pallet count, and pallet dimensions. GWI will cover shipment costs and scheduling.

 

3. For all other claims:

a. Product MUST be returned in its original packaging.

b. A restock fee ($5 per piece) will be charged for the product being returned. There is also a minimum restock fee of $25. Anything returned between 1-5 pieces will be charged the minimum fee.

c. Sender will be responsible for all freight costs and international duty fees

WHEN SHIPPING PRODUCT BACK TO GWI

1. RMA document must be included with return shipment. Do not write on or add any other labels to the packages.

2. RMA expires 10 business days from the date the RMA Authorization form is received. If product is not received back within 10 business days from the date the RMA Authorization form is received, the return may not be accepted.

3. Return fees are to be pre-paid by customer unless otherwise authorized by GWI. COD shipments will not be accepted.

4. Customers are to securely package any returned items to prevent possible damages during transit. The customer should consider insuring returned items as GWI will not be responsible for any damaged/lost goods.

5. Any credit to customer’s account is subject to inspection of the returned goods and subsequent approval of GWI.

6. Please refer to the 3 types of claims and ensure you either provide the necessary information for GWI to schedule the pickup or if you are responsible for shipment fees and scheduling.

7. Any damage done to products during transit will require a claim to be filed by you if your carrier is being used. If the carrier being used is from GWI the claim will then be handled by our team.