Returns Policy

Ensuring that our customers are 100% satisfied is Intertek’s number one priority. We will always strive to provide our customers with the best possible service. If you do experience any issues with the Standards, we trust the following requirements will provide you with the guidance necessary.

 

1. What is the accepted timeframe for changing my Order?
a. PDF:
Simply contact us with details for our team to review within 14 days.
b. Printed/Hardcopy:
Simply contact us with details for our team to review within 30 days.

2. What if I have purchased an incorrect Standard or Format?
a. PDF:
If you have purchased an incorrect standard or format, on the basis that you proceed with the correct standard or format within 14 days, we will refund/credit you against your initial order.  Be sure to contact us with details for this to be reviewed and arranged. We will require this PDF to be deleted from your computer.
b. Printed/Hardcopy:
If you have purchased an incorrect standard or format the following will apply:
Initial incorrect Order: Notify us within 24 hours* to ensure we can stop your order from being despatched by our warehouse.
Replacement Order: The correct standard or format must be purchased within 1-3 days for refund/credit to be arranged against the initial incorrect order.

*Regrettably, past this timeframe your product will be in transit and fulfilled to you as per your initial order.  No reimbursement will be provided.

3. What if I have purchased the incorrect Quantity?
PDF:
If you have purchased the incorrect Quantity, please proceed to repurchase by selecting the correct Quantity as your replacement order within 14 days.  We will then refund/credit you in full against your initial incorrect order. (The main reason for this is that your initial invoice will list the incorrect quantity/value should a partial refund/credit need to be arranged**). Be sure to contact us with details for this to be reviewed and arranged. We will require this initial PDF to be deleted from your computer.
Printed/Hardcopy:
If you have purchased the incorrect Quantity the following will apply:
Initial incorrect Order: Notify us within 24 hours* to ensure we can stop your order from being despatched by our warehouse.
Replacement Order: Your correct order for quantity must be purchased within 1-3 days for correct invoice and then refund/credit to be arranged against the initial incorrect order.

*Regrettably, past this timeframe your product will be in transit and fulfilled to you as per your initial order.  No reimbursement will be provided.
**Partial refund/credit of an order/invoice must be approved by Customer Service Management.

4. What if I have been supplied with an incorrect Standard?
a. PDF:
If your PDF has been supplied incorrectly, we will replace it with the correct one. We will also require that you delete the incorrectly supplied PDF from your computer. Simply email us with the details for our team to review.
b. Printed/Hardcopy:
If your Hardcopy has been supplied incorrectly, we will replace it with the correct one.  We will require photo evidence to be reviewed by our warehouse to arrange a replacement. Simply email us with the details for our team to review.

5. What if I have purchased a Standard that has just been Superseded with a newly published Standard?
a. PDF: If you have purchased a superseded standard and realised that the publication has been updated with a new edition, on this basis you may proceed with purchasing the new edition within 14 days.  Ensure to contact us with details for this to be reviewed and refund/credit arranged.  We will require the initial PDF to be deleted from your computer.
b. Printed/Hardcopy: If you have purchased a superseded standard and realised that the publication has been updated with a new edition, the following will apply:
Initial superseded Order: Notify us within 24 hours* to ensure we can stop your order from being despatched by our warehouse.
Replacement Order: The correct standard must be purchased within 1-3 days for refund/credit to be arranged against the initial superseded order.

*Regrettably, past this timeframe your product will be in transit and fulfilled to you as per your intial order.  No reimbursement will be provided.

6. What if my Product is faulty or damaged?
a. PDF: Please notify us of any incorrect/missing content for us to review and arrange a replacement PDF. In some instances a new replacement order may be required whereby your initial order will be refunded/credited to you.  Simply email us with details to our team.
b. Printed/Hardcopy:
-Faulty goods eg. Missing pages – we will require photo evidence to be reviewed by our warehouse to arrange a replacement.
- Damaged goods eg. Parcel/product damaged in transit – will require photo evidence to be reviewed by our warehouse with the delivery agent on further action required.

7. Refund/Credit Information:
a. Review process: As per the above requirements, all refund requests are initially reviewed by our team, followed by approval or decline from Customer Service Management.
b. Refund/Credit Processing:
For approved requests, we will reimburse you by the same method of payment.
-Credit Card: If you have paid using your credit card, we will re-credit your card account*.
*Credit card surcharge fee will be refunded only where an order is refunded in full.
-Customer Credit Account: If you have paid using Pay By Invoice we     will re-credit the same account.
c. Refund/Credit Timeframe: Please allow approx 10 business days.

8. What if I have changed my mind with my purchase?
The true value of a Standard is the content and extent of knowledge that is contained within the publication. Intertek have license obligations and are responsible for distributing and safeguarding intellectual property. If you have changed your mind with your purchase, regrettably the return will not be accepted.