Delivery (general)
It is very important that you check that your order is complete as soon as you receive it. This includes the actual number of packages or pallets received, the relevant transport references and the address of the consignment. Please state any discrepancies on the delivery note.
If you have not received your parcel delivery within 2 days or pallet delivery within 3 days of its dispatch from our warehouse, please contact our Service Desk as soon as possible. For missing items see section "Incorrect delivery (general)".
RMA (general request)
To obtain an RMA number you will need to complete an RMA request form in accordance with the terms specified on the form, and fax or e-mail it to our Service Desk. Always obtain an RMA number when returning (faulty) products. Goods that have been returned to our warehouse without an RMA number will be returned without any further processing.
Various types of RMA requests:
- Incorrect delivery (product does not correspond with the order).
- Incorrect delivery (product does not correspond with the packing list).
- Incorrectly ordered by the customer (Please note: a restocking fee of at least 10% will apply).
- The order has been cancelled and the cancellation has been confirmed in writing by the sales department
- Goods damaged in transit. This needs to be reported within 24 hours of receipt and specified on the delivery note.
- Faulty products (provided that the claim is in accordance with the supplier's guarantee terms).
Incorrect delivery / incorrect order (general)
Goods that have been either incorrectly delivered or ordered must be returned complete and undamaged and in original, unopened and undamaged packaging (i.e. unmarked and with no stickers). The goods should be packed and sent in outer packaging that is suitable for transport. If the goods do not meet the above criteria, they will be returned.
1) Incorrect delivery (does not correspond with the order)
Delivered goods that do not correspond with your order must be reported to the Service Desk within 3 working days of receipt. Please use our RMA request form for this purpose.
2) Incorrect delivery (does not correspond with the packing list)
Delivered goods do not correspond with the packing list (e.g. short shipment, overshipment or incorrect goods delivered) must be reported to the Service Desk within 3 working days of receipt. This will enable us to rectify an incorrect delivery as quickly as possible and to deliver the correct and/or missing goods. For goods that need to be returned to Alpha International, please use the RMA form to obtain an RMA number. After expiration of this period, we will consider the shipment to have been delivered in accordance with the packing list.
3) Incorrect order (incorrectly ordered by the customer)
An incorrect order should be reported to the Service Desk on an RMA form within 10 days of the invoice date. An incorrect order will be subject to a 10% restocking fee. The products to be returned must be current stock and resellable as new. We are unable to take back neither obsolete products nor products purchased specifically to order. In the case of stock rotation / overstock we regret that we will be unable to consider incorrect orders reported after 3 months. Products that have already been opened cannot be returned. You should therefore always check that the goods you receive are correct before opening the product.
4) Cancellation
If you receive an order which you have already cancelled by fax or e-mail and the cancellation has been confirmed by our sales department, please reject the shipment (if the cancellation concerns the entire delivery) or notify our Service Desk within 2 working days of receipt. Please use the RMA form to obtain an RMA number for the goods to be returned to Alpha International.
5a) Damaged in transit
If goods are visibly damaged in transit upon receipt, please follow the following procedure:
- In the event of visible damage (this also includes shipments that have been repacked by the forwarder), always reject the delivery, stating the following reason: "damaged in transit".
- Have the forwarder confirm that the goods were damaged in transit; if possible, e-mail a digital photograph of the damage to our Service Desk.
- Inform the Service Desk about the damaged delivery immediately.
- We will ship replacement goods immediately and will raise a credit note for the damaged goods as soon as we receive them.
If you accept damaged goods, please specify the damage on the delivery documents. We will not consider claims later on if this has not been specified on the delivery documents.
5b) Hidden damage in transit
If the damage in transit is not visible and is only discovered when the packages or pallet are opened, please report this to our Service Desk within 24 hours. Please also e-mail a digital photograph of the hidden damage in transit to our Service Desk if possible. We regret that claims reported after this time cannot be accepted.
6) Defective goods
In the event of defective goods please enclose a test sheet and/or a detailed description of the complaint. Descriptions such as "faulty" or "does not work" are not sufficient. Some suppliers (e.g. Brother) will not accept defective products unless a status page has been included as well.
The cost of shipment to Alpha International must be paid by the customer. We would like to advise you that in the event of faulty products, Alpha International applies its suppliers' terms and conditions and guidelines.
Guarantee claims as described on the RMA form are processed subject to approval. The actual guarantee will be assessed after the physical product has been inspected by the supplier. Goods that do not meet the terms and conditions of the supplier's guarantee will be destroyed by us without further processing, following notification. If you wish to have the goods returned to you, Alpha International will pass on the costs involved. Broad outline of handling times for various product groups.
The suppliers of the brands listed below credit or exchange faulty products relatively quickly. This in turn enables us to settle claims quickly.
HP / Canon / Epson / Lexmark
The following brands are subject to a longer delay. As a rule, our suppliers credit or exchange faulty products after 4 to 6 weeks. In order to help us deal with your request quickly and efficiently, please make sure that the required test prints and detailed descriptions of the complaint are included for the following product groups:
Kyocera / IBM / Brother / Sharp / Sony / Samsung / Panasonic / Olivetti / etc.
Your end-user should report any defective Xerox and Tektronix products directly to Xerox via a special telephone number. Alpha International B.V. is unable to take these items back. Details of how to claim under the guarantee as well as the following hotline number can be found on the original packaging of these products.
| Xerox |
| Hotline for English end-users |
+44 (0)870 900 5501 |
Your end-users will have to report faulty QMS, Konica Minolta and OKI products directly to Konica Minolta respectively OKI via a special telephone number. Alpha International B.V. is unable to take these items back.
If you have any questions, please do not hesitate to contact the Service Desk.
| Telephone |
+31 (0)24 3579 812 |
| Fax |
+31 (0)24 3579 821 |
| E-mail |
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|
| Your contact |
Mitch Huguenin |
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| Return address |
Alpha International |
|
Bijsterhuizen 25-01 |
|
6604 LM Wijchen |
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The Netherlands |
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