A H Knowles & Co. Customer Terms

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We would like to start off the new year outlining a clear guide of AH Knowles policies and procedures moving forward into 2022.  Please read this document, in full, so that you are aware of your rights and obligations as a customer of AH Knowles. Our most important policy change is regarding customer Purchase Orders.

 

Purchase Orders

• All purchase orders must be forwarded to us in writing: -email, fax or a scanned document.

• Please include a unique purchase order number for each order

• Must include correct part numbers

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The above has been introduced to protect us both from miscommunication/confusion and provides us with both with a written record for future reference. Incorrect part numbers or vague descriptions without part numbers cause significant duress on our administration staff and can result in unnecessary delays to your order. If you are unsure of the part number, check back on your previous invoices or look them up with the online catalogues that are available from most of our suppliers (we use them too, they are a fantastic resource!) Alternatively, we may have a book/catalogue we can send you.

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Sales Orders

To minimize errors and to help you know in advance what your cost price is, a Sales Order will be emailed to you as soon as your PO has been placed in our system. Please check this document and notify us ASAP of any errors or queries.

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If you do not receive a sales order by 3:00pm the same day, we may have missed your order. Please call administration on 07 3868 3311 to rectify.

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Minimum Order Value

Orders under $100 will incur a $5 processing fee.

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Time Frames

AHK are bound by minimum order value (MOV) restrictions from our suppliers so your order may be suspended for a number or days (no more than 3) whilst we wait for other customers to add to the order. Once MOV is reached AHK will order your parts. There is typically a 2–4-day turnaround before the parts arrive at AHK (not including out of stock items). Stock received by AHK is processed the same day and sent via courier by 3:00pm that afternoon. NB Due to COVID, many freight companies are experiencing significant delays.

Please take these time frames into consideration when ordering.

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On the day your stock is being dispatched you will receive a Dispatch Notice via email. This notice includes a tracking number that you can use to track the whereabouts of your stock.

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If you need the stock urgently, let us know and we will order it irrespective of our MOV but, bear in mind, AHK will be charged a fee by our suppliers which will be passed on to you. Another option for more speedy delivery is to have your parts shipped directly to you from the supplier (available from Sutton, Mackay and Norma only). You will need to clearly specify this upon ordering. Prices for this service are set by our suppliers as follows:

 

Direct to Store Charges (depending on the weight of your items). Prices are ex GST

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Sutton Tools Direct to store Road - $25

Mackay Rubber Airbag - $15-$25

Mackay Rubber Road - $25.00

Norma Airbag - $15-$25

Norma Road - $25

Teng - $15

 

Freight Costs

Freight from AHK to you is free for orders above the value of $150 local and $200 outside Brisbane metro areas. If your order is under the values above, we will charge you freight costs dependent on our courier’s fees. You may opt to have your courier deliver the goods instead.  Please clearly request this desire on your Purchase Order and provide us with your customer account number and/or other details your courier will require to charge to your account.

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Returns

If you have received goods that were damaged in transit notify us immediately and email us photographs. Returns for damaged stock will not be accepted after 7 days.

Returning stock due to over ordering, change of mind, or no longer required will incur a restocking fee of $5 or 5% (whichever is greater). This fee is to cover restocking fees that AHK are charged by our suppliers and for administration costs to facilitate same.

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Notify us in writing of your intention to return stock then ship it to AHK. We will organize a Rep to come to us to inspect the parts and acknowledge whether or not they’re willing to accept the return. ONLY UPPON THEIR ACCEPTANCE can we provide your store with a credit.

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Thank you for taking the time to read through this rather lengthy document. We appreciate your time, cooperation and understanding and we look forward to supporting you throughout 2022 and beyond.