The purpose of this document is to provide a clear understanding of the return process used by Bosch when processing a credit for our account holders. This document should help account holders form an expectation of the time taken to process their credit claim and to ensure the process carries on in a smooth and efficient manner. STEP 1: ESTABLISH SUITABILITY FOR RETURN Are the goods suitable for return? Goods being returned must have been purchased within 3 months (please refer to invoice). Goods are in original, unopened and unmarked packaging (please refer to pictures below). Goods are faulty or damaged Please note that Bosch will organise transport. Any goods returned without any notification will be classified as an unauthorised return and will not be accepted by Bosch. It will incur a 15% re-stocking fee. A 15% restocking fee will apply for change of mind or excess stock returns. Please refer to the pictures below for items in unsutiable/ suitable condition for return. Picture above shows an item in an unsuitable condition. This is due to the silver packing tape and the damaged cardboard. An additional 15% repackaging fee would be applied as this box is in an unsellable condition. Picture above shows an item in an unsuitable condition. This is due to the writing,the damaged cardboard and the ripped packing stickers. An additional 15% repackaging fee would be applied as this box is in an unsellable condition. Page 1 of 6
Damaged cardboard and packing staples removed Writing on carton Packaging ripped open along with packing label An additional 15% repackaging fee would be applied as this box is in an unsellable condition. An additional 15% repackaging fee would be applied as this item is in an unsellable condition. Packing staples in place Packing staples in place Undamaged cardboard and consignment slip These items are in an acceptable and resellable condition. Undamaged cardboard and consignment slip Page 2 of 6
STEP 2: CREDIT REQUEST FORMS (provide link to form) To request a claim for credit, please fill out our Bosch Claim Form (attached in this document) or use your authorised Company Claim Form. To ensure a timely process, please include: Our original invoice number (92xxxxxx) or a delivery number (85xxxxxx) The reason for the return. If faulty or damaged, please define the fault or damage. Pick up time if you require goods to be picked up before or after a certain time. (Pick up times are normally between (12:00PM-4:00PM) This information is critical as it allows us to reference your claim to your original order and ensure the process is carried out smoothly. If using a Bosch claim form, please refer to the picture below. All information with red circles must be included in the form. Please note that Bosch s courier (TOLL Priority for Australia and DHL for New Zealand) will require a signature upon pick-up. This is to verify that the goods have been picked up and is now in the hands of the courier company. Page 3 of 6
STEP 3: SUBMITTING CREDIT CLAIM FORM Once the Claim Form has been filled out, you may submit your form using one of the methods below: Fax: 1300 30 70 38 (Attention to Hot Water Claims) Email: claims.tt@au.bosch.com Post: Bosch Thermotechnology, Locked Bag 66, Clayton South, VIC, 3169 Please address your form and letters (if sending via Post) to TT Claims. STEP 4: APPROVAL OF CREDIT CLAIM Please allow up to 10 working days for a Bosch representative to advise you of the status of the return. You will be advised if your claim has been rejected. Rejection letters will then be formally sent out to both head office and the branch via post/email. STEP 5: PROCESSING CREDIT CLAIM Once the claim has been approved, a Bosch representative will process the form information, generating a Credit Return Authorisation (CRA) number which will be faxed or emailed to the account holder within 48 hours. Please ensure this CRA note is attached to the box of the unit. (Refer to the picture above in step 1.) Page 4 of 6
STEP 6: PICK-UP A Bosch representative will notify you via phone call or email, that a courier (TOLL Priority for Australia and DHL for New Zealand) will be organised to collect the goods usually between 12:00PM and 4:00PM. Bosch will also advise you of any re-stocking fees thay may apply. If the goods have not been picked up within 5 days of the notification call or email, please contact claims.tt@au.bosch.com immediately. Bosch will then investigate the reason. STEP 7: COLLECTION TOLL will apply pre-addressed return labels with the allocated Credit Return Authorisation (CRA) numbers onto the item(s). The Toll representative will provide a copy for your records. This should be kept until the credit is completed. It will then be delivered to our returns warehouse. Please allow up to 10 working days after pick up for credit to be released. STEP 8: INSPECTION Once the goods have arrived in the warehouse, a final inspection will be conducted. If the goods returned do not meet company policies, credit may be rejected. If this occurs, you will be advised via phone call/email. STEP 9: CREDIT NOTE A credit note is generated and is posted to the account holder through a letter and faxed. If a store branch requires its own copy, please advise by contacting: Frequently Asked Questions Q. My goods have not been picked up, what should I do? A. If goods have not been picked up within 3 days after a pick up has been organised, please contact us immediately to re-arrange another pick up. Q. I have an issue with my claim, who should I contact? A. If you have any issues regarding claims, please contact: Page 5 of 6
Q. When should I expect to receive credit in my account? A. The whole return procedure could take as long as 1 month to receive credits after claim form has been sent. However, Bosch endeavours to keep this time as short as possible. Q. Who should I contact to receive a copy of a credit note? A. You may contact: Q. Do I pay for freight? A. No. Freight is organised and paid for by Bosch. Returns must have a Credit Return Authorisation (CRA) number attached to a form or else they will be rejected. It also provides consistency to the warehouse team, allowing faster processing. Q. What will happen if my claim is rejected? A. If your claim is rejected, a rejection letter will be formally posted via mail to both the head office and the branch of the company. The letter will discuss the reason why it was rejected. Q. How can I find the status of my claim? A. If the item(s) have not been picked up, please allow up to 3 days before contacting. If the item(s) have been picked up, please allow up to 10 working days before contacting. You may contact: Page 6 of 6