Changeover Terms

Every now and then, a customer may make an error in judgement when ordering an appliance. For example, they may order a cooktop that doesn't fit their cutout, or a blender that looks out of place among their other benchtop appliances. If a customer wishes to change their appliance due to a mistake like this, they have 14 days after delivery to notify us of their decision.

This policy DOES NOT cover a damaged or faulty item. The second a customer mentions damage or a fault, the salesperson will need to follow the protocols for damaged/faulty goods.

A customer error/change of mind changeover can be organised by a salesperson without the need to consult with a Team Leader or a member of Customer Experience.

If the customer does not want a new item immediately, we can return the item for a STORE CREDIT only, by submitting a Sales Return template to Order Management. No refunds are available for this type of return.

Before authorising a change of mind or customer error return, the salesperson will need to ask if the appliance has been used. We cannot accept returns of used appliances.

If the appliance has been unboxed (or if the packaging has been opened), you will need to charge a 20% restocking fee.

When a customer presents you with a possible product fault, the first step should always be to troubleshoot over the phone.

If troubleshooting does not bring a solution, the best course of action is to lodge a service call with the Service Team. If the fault is reported within seven days of delivery, a changeover may be a viable option, at the discretion of your Team Leader.

Be prepared for customers to ask for a changeover or refund past the 7-day cutoff. We can only go ahead with these with approval from Customer Experience, or if the manufacturer has issued us with a Return Authorisation (RA) number following a service call.

If a customer reports product damage, the first step should always be sighting the damage through photos.

A customer has seven days after delivery to request a changeover/refund due to product damage. A salesperson can offer a changeover if the damage is reported within this period; however, we recommend consulting with your Team Leader if anything seems suspicious. (If the product was delivered with damage, most customers will notify us on the day of delivery.)

If the damage is slight and will not affect the performance of the appliance, you can also offer a damage allowance—a partial refund of what the customer paid for the item. To claim a damage allowance, the customer will need to send through photos of the damage, along with a photo of the product's serial number. Your Team Leader will make a call on how much to provide as a refund.

If a customer wants to swap over a damaged product but they've reported the damage 8 or more days following delivery, you will need to seek changeover approval from Customer Experience.

If a customer wishes to reschedule their delivery within FIVE days of the initial attempt, simply email the relevant warehouse with the SI number and new delivery date.

If the request for re-del extends beyond five days, you will need to fill out a changeover form. Under "Reason for return", put "new order required for re-delivery". Order Management will then do a return on the existing invoice before creating a duplicate sales order.

Make sure to confirm ALL details with the customer while on the phone: name on order, address (billing and shipping), email address, and contact number.

If a customer misses their delivery on a Friday and wants re-delivery on the Saturday following, check with the relevant warehouse on how to proceed. Sometimes this situation requires an SRO and new SO.

When rebooking an order with installation, email the rebook request to support@winningservices.com.au.

If the incorrect item is delivered to a customer—that is, a different item to what is on the invoice—we have two options on how to proceed.

If the customer wants the item they were invoiced for:

• Fill out a changeover form detailing the situation in the extra notes (e.g. Simpson dryer (model number#) delivered instead of Euromaid dryer on invoice.), making sure to check stock availability and next delivery dates.

If the customer wishes to keep the wrong item:

OM will need to raise an invoice correction.

Please email OM the model number of the incorrect product, along with the price we are agreeing to supply the item for.

• If the item they are keeping is MORE expensive, please take additional payment. If we are not charging them the difference, please get Cust Ex approval and make a note we will not be charging them.

• If the item they are keeping is cheaper, OM will refund the difference after raising the invoice correction.