How to Guide

Introduction
 

As part of our mission to deliver the highest standard of customer service we have designed this handbook as a guide to your partnership with us. Your business is important to Aqipa so if you have any questions, queries or concerns at any time, please do not hesitate to speak with us. Without your feedback, we won’t be able to consistently challenge and improve our business therefore we welcome any suggestions you may have at any time. We look forward to building a strong partnership and working closely with you in the future

Order Procedure
 

Orders can be sent to Aqipa in the following ways:

• EDI
• Email to your Aqipa Sales Representative
• Email to our dedicated Customer Service team
• sales@aqipa.com.au    

Our aim is to create an efficient and streamlined process for you. Upon receipt of your order it will be input into our system and a confirmation email will be sent to you within 24hrs.

Aqipa offers free delivery on all orders worth $200AUD or more. In the case your order does not meet this minimum value our customer service team will contact you and give the option to make up the amount or pay the minimum freight charge for delivering your goods.

Should there be any foreseeable delays to your order, our team will be in contact with you to discuss the next best options. 

Delivery & Invoicing Procedure

We understand there is calculated method to selecting your delivery dates and order quantities, which is why our warehouse team are committed to ensuring your delivery is on time and accurate.

When you receive a shipment from Aqipa, we ask that you conduct a verification process to ensure all boxes on the delivery docket have been received before providing your signature. Please ensure there is a team member present on this day to verify the order and avoid any additional missed delivery fees.

In the rare event of a quantity or pricing discrepancy, we ask that you immediately add a note to the delivery docket before signing. You will then need to submit an enquiry with your Aqipa sales representative or our Customer Service team to ensure the issue is promptly resolved.

Returns Process

Twenty-five years in the field of European distribution means you can trust in our brand, the quality of our products and services we offer. However, should the need arise to request a return any of our products, please follow the procedure below within 30 days from the date of the invoice.

1. Email your return requests using an Aqipa Returns Form to returns@aqipa.com.au within 7 days of receiving goods with the following:  A copy of your own business Credit Claim form.  A copy of the Aqipa Invoice aligned to the goods being returned.  Photographic evidence of the faulty product being returned or destroyed.
2. Upon receipt of your request, our team will submit it to the Aqipa returns team or the manufacturer for review.
3. Upon written approval from Aqipa only, you will be issued with a Return Merchandise Authorization (RMA) number for goods accepted for credit or replacement.
   
   Returns Process (cont.)
4. The goods are then returned to our warehouse team in clean, unaltered, undamaged and saleable condition only. Always ensure the RMA number is quoted on the returns package alongside the original invoice. Our Warehouse team are located at 49 Babbage Drive, DANDENONG SOUTH VIC, 3175.
5. Upon receipt of the goods, we conduct a final verification process based on the RMA list and will then issue a credit note for the goods or give a replacement.

Note: Steps 4 and 5 may not occur without written consent and RMA number issued by Aqipa.

THIS INFORMATION IS PROVIDED AS A UNIVERSAL OVERVIEW OF OUR RETURNS PROCESS. YOUR SPECIFIC RETURN REQUEST MAY VARY FROM THIS DESCRIPTION; DEPENDING ON PRODUCT BRAND(S) AND OUR TRADING AGREEMENT. FOR MORE SPECIFIC INFORMATION RELEVANT TO YOUR BUSINESS, PLEASE EMAIL RETURNS@AQIPA.COM.AU FOR ASSISTANCE.