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To obtain HNG WHOLESALE's
authorization to return a defective item for credit or replacement, simply contact
Member Support within 30 days of purchase. Non-defective merchandise returns
will incur a 20% restocking fee, and must also be returned within 30 days of
purchase. Product boxes and/or items that have been written on or otherwise
marked will not be considered for credit or replacement.
HNG Wholesale now uses an RMA
system. Please do not attempt to make any returns without using the RMA system.
CONDITIONS
Non-defective merchandise must meet the following conditions to qualify for
return acceptance.
- Merchandise must be in its original minimum inner pack
quantity, as shipped by HNG WHOLESALE. Broken quantity inner packs are
not returnable.
- Sample items are not returnable.
- Merchandise, merchandise packaging, and inner pack
must bear no markings or be otherwise defaced or damaged.
Returns which do not meet the
conditions described in this return policy will be returned and shipping cost
of return will be charged.
ITEMS WITH GUARANTEES OR WARRANTIES
If a purchased item includes a product guarantee or warranty follow the
instructions on the guarantee or warranty for repair or replacement.
ITEMS DAMAGED DURING SHIPMENT
All merchandise damaged during shipment is covered by the shipper. If you
receive merchandise damaged during shipping, please contact our Member Services
department within 30 days of the date of shipment of your order, and your claim
will be processed immediately. NOTE: Established procedures by UPS, U.S.Parcel
Post, and trucking lines, must be complied with or they may deny your claim.
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Q:
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I received a package. Upon
examination I found a broken ceramic vase. Should I place a claim with the
carrier or return it to HNG WHOLESALE?
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A:
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Please contact Member Support.
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Q:
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What procedure do I follow if I
place a claim for a lost shipment and it arrives soon after?
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A:
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Please notify HNG WHOLESALE
immediately so we can close our files without continuing unnecessary expenses
for HNG WHOLESALE and the carrier.
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Q:
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My order has been lost. I need it
now. Can't you just send a duplicate?
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A:
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UPS, Parcel Post, and trucking
firms will not accept any responsibility for hardships caused by lost
shipments. We regret that we cannot assist you in this manner. We suggest you
place and pay for a duplicate order. When the carrier validates your claim,
we will credit your account or send a refund check at your request.
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Q:
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I received a watch that doesn't
work. I bought it 3 weeks ago and didn't realize it didn't work properly
until I sold it to a customer. What's the procedure on this?
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A:
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Any watch received in a defective condition
that doesn't show signs of wear, which is returned to HNG WHOLESALE within 45
days of purchase date in its original display box, can be returned to HNG
WHOLESALE for credit or replacement. A Return Authorization Form must be used
as no merchandise can be returned to HNG WHOLESALE without prior consent from
HNG WHOLESALE.
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Q:
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My customer wore the defective watch
and it does show signs of wear. Won't you repair it?
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A:
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Yes. Any defective watch purchased
from HNG WHOLESALE that shows signs of wear will be repaired free of charge,
providing it was purchased within the previous 45 days. Proof of date and
purchase (your invoice) must be included, as well as a note saying the watch
is defective, with a brief explanation if necessary.
Contact Customer Service for directions on returning the item.
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Q:
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What if the watch was purchased
longer than 45 days previously?
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A:
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Any watch purchased more than 45
days previously which has not been worn, must be accompanied by the service
fee and the Guarantee Certificate which is included with each watch.
Contact Customer Service for directions on returning the item.
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Q:
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If a 14K gold item is $39.95 or
less, is it covered by the costume jewelry guarantee?
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A:
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Yes. All 14K gold jewelry is
covered by the 14K gold warranty regardless of cost.
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Q:
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What can I do to help HNG
WHOLESALE lower my prices by reducing returns, yet not absorb a loss myself?
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A:
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Get jeweler's cement. If a stone
falls out of a jewelry setting, a dab of cement will save you, your customer
and HNG WHOLESALE a lot of time and money. A chipped ceramic or porcelain
item can be made to look like new by cementing the piece back. HNG WHOLESALE
has determined that 80% of damaged returns can be restored and sold as new or
as slight seconds with minor work! Offering a slightly defective product at a
reduced price brings you a satisfied customer who got a bargain.
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Q:
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Your costume jewelry guarantee is
really great! This guarantee offers replacement regardless of reason for only
a small service fee. Do you have a similar guarantee for the 14K gold
jewelry?
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A:
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HNG WHOLESALE offers a separate
warranty for 14K and 10K gold jewelry. Gold and gems are by far the biggest
cost factor in 14K/10K gold jewelry compared to labor for costume jewelry.
The only feasible guarantee we can offer for 14K/10K gold jewelry is to
guarantee that it's exactly as described. Money will be refunded if the
14K/10K gold jewelry is returned in perfect resalable condition, exactly as
received and unused, within 10 days of receipt. There is no restocking fee
when 14K/10k gold jewelry is returned under the conditions of the guarantee.
Note: All HNG WHOLESALE jewelry and watches come with guarantees and
warrantees. Please refer to the last page of the World of Products catalog
for more information.
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WHAT IF I HAVE A CLAIM?
HNG WHOLESALE makes a supreme effort to see that your orders are shipped correctly
and that they reach you safely. Every order shipped from HNG WHOLESALE is
double-checked for accuracy. If a member places a claim for a shortage on an
order, we take special care that it will not happen again. The member's file is
flagged. Each order placed by a flagged account must be double-checked by a
supervisor before it is packed and shipped. HNG WHOLESALE's quality control
procedure is one of the most stringent in the industry. In addition to
retaining overseas inspectors, each shipment is spot-checked on arrival. If
excessive defects or a problem is found, the entire shipment is individually
inspected and imperfects removed. Items are again randomly inspected on the
order filling line.
HNG WHOLESALE seeks the best value
which takes into account price as well as quality. We believe we offer the best
quality for the lowest possible price. However, quality is subjective and
viewed differently by each person. What appears to be a flaw to one person may
be viewed as a natural mark of beauty to another. From time to time, claims may
also arise because spot-checking cannot assure that 100% of flawed merchandise
is removed.
HNG WHOLESALE uses styrofoam pellets
as cushioning material when packing your order. These pellets are much more
costly than shredded newsprint which is commonly used. The pellets do not
compact, and therefore offer more protection. They are much lighter than
shredded paper thereby saving you shipping costs. To recycle the pellets, contact
(800) 828-2214.
Despite all of these precautions,
claims do arise. HNG WHOLESALE's adjustment and return policy is truly very
simple. We want to protect you and make you feel comfortable - and make certain
you get what you pay for. We have established some requirements to make our
policies and programs workable.
CLAIMS
Claims will fall under the following categories: (1) Lost order, (2) Damaged
merchandise, (3) Shortage on order, (4) Defective merchandise, (5) Wrong item
sent, (6) Manufacturer's Guarantee defect.
LOST ORDERS
It doesn't happen often, but carriers such as UPS, truck lines and Parcel Post
do lose orders. If you have placed an order and have not received it in a
reasonable period, do the following:
- Phone HNG WHOLESALE. Ask for the Member Services
Department. Please have the following information ready:
- Your name as it appears on your HNG WHOLESALE
purchasing license.
- Your HNG WHOLESALE account number.
- A copy of the order submitted to HNG WHOLESALE and
date mailed.
- Approximate dollar amount remitted and how the order
was paid. Personal check? Charge card? Money order?
- Your latest HNG WHOLESALE statement, if it shows the
order in question.
- If a partial order was delivered and the invoice is
included in one of the delivered cartons, please have this invoice
available and a list of the missing items. Advise the Adjustment
Department of the number of cartons received.
- HNG WHOLESALE will check our computer to find the date
your order was shipped and the carrier used.
- HNG WHOLESALE will initiate a tracer with the carrier.
Normally a response is received within 10 working days after the tracer is
initiated. Most carriers require a 10-day waiting period before they will
accept a tracer request. The U.S. Postal Service requires a 30-day waiting
period from date of shipment before they will accept a tracer. (90 days
outside continental U.S.)
- HNG WHOLESALE will notify you when we receive the result
of the tracer. Results of a tracer are generally one of the following:
- The Carrier is unable to prove delivery. Therefore,
credit has been issued to your account, or we have reshipped your
merchandise as you requested.
- The Carrier will submit a photocopy of a delivery
receipt which will be forwarded to you. It will show the order was
delivered in full, and the signature of the person who received the order
and the date it was delivered.
- If, after receiving the photocopy, you find the
signature is not yours, a neighbor's or a member of your family's return
the photocopy to HNG WHOLESALE's Adjustments Department together with a
denial of signature letter. We'll then file a denial of signature claim
with the carrier. This will require an additional 7 to 10 working days.
We'll notify you of the results.
- The Carrier may have returned the order to HNG
WHOLESALE for the following reasons:
- UPS made three attempts at
delivery to you and no one was home.
- Your delivery address is a
Post Office Box. UPS does not deliver to a Post Office Box. They notify
you, but if no response is made within seven days, the package is
returned to HNG WHOLESALE.
- You have moved and your order
was sent to your former address. The package may have been retained by
someone who signed for the package at your old address, or the shipment
was returned to HNG WHOLESALE.
DAMAGED MERCHANDISE
Inspect each box for signs of damage such as crushed, torn, open, unseamed
tape, etc. If you do find outward damage, sign the receipt with the words
"Exception - Damage." For United Parcel Service deliveries, request
an RMA from HNG WHOLESALE's Member Support Department and give the invoice
number or the shipment involved. Explain the damage involved, number of cartons
received and whether you desire a replacement or credit to your account. This
information will prepare us for a claim report from the carrier.
Hidden Damage by carrier:
If you should receive a shipment delivered by carrier that shows no visible
damage, but upon inspection you discover damage due to evident rough handling, request
an RMA from HNG WHOLESALE within 30 days of invoice date and report the damage.
HNG WHOLESALE will issue credit or replacement at your request.
If your drop-ship customer reports
damage:
You must notify your drop-ship customer that they need to:
Inspect each box for signs of damage
such as crushed, torn, open, unseamed tape, etc. If you do find outward damage,
sign the receipt with the words "Exception - Damage."
Then you will need to Request an RMA
from HNG WHOLESALE, giving us your drop-ship customer's name and address. HNG
WHOLESALE will reship to your customer or credit your account.
SHORTAGES
If you receive an order from HNG WHOLESALE and find it has not been filled
completely:
- Check your invoice. If the item was out of stock, it
was not charged to your account. If the item does not appear on your
invoice, be sure to advise the Member Support Department representative
when you contact or write.
- Thoroughly check the cartons and packing. Small items
may be under the packing material. Upon receipt, check the condition of
the cartons. If there is a shortage due to tampering, a claim must be
placed with the carrier. Follow the same procedure as if there is damage.
- If there is no tampering and an actual shortage exists,
request an RMA from HNG WHOLESALE's Member Support department. We'll need to
know the invoice number, number of cartons received, the missing item
number, and whether you prefer credit or a replacement.
- HNG WHOLESALE will investigate the shortage. When the
item is confirmed as not shipped, it will be shipped or credit will be
issued to your account, whichever you prefer.
- If reweighing your shipment or other checking
procedures indicates all items were shipped, we will advise you.
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