Our Policies

1) Order Confirmation, Cancellations and Pricing Policy

Please contact your local representative or kelsey@eurodib.com with any questions or concerns regarding pricing and current policies.

Order confirmations issued must be reviewed carefully to ensure accuracy and prevent potential errors. Pay close attention to:

• Bill-To (Company Name & Location)
• Ship-To (Contact Name, Phone Number & Delivery Address)
• Shipping Instructions (Freight Quotes + Carriers must be clearly indicated)
• Purchase Order Number
• Item Number(s)
• Product Description(s)
• Quantities and Units (Individual vs. Pack)
• Pricing (Individual and Extended)
• Taxes

Web Orders received from the login section of the Eurodib.com website are under the responsibility of the Customers. Only the designated Purchaser (Order Confirmation contact) may complete online orders. It is the responsibility of the Customers to protect their usernames and passwords for the login section of the Eurodib.com website. Customers are responsible for all orders sent through the website and all online orders will require a second authentication code before sending the order to Eurodib and the Customer will then need to confirm their order before Eurodib processes the final order.

Cancellations must be communicated within 48 hours of submitting the Purchase Order to avoid possible shipping fees.

Pricing quotations are valid for a period of 30 days from when they are issued. All pricing is valid for 60 days from the Order Confirmation date. Back ordered items are not exempt from this policy. Reservation orders will be processed at the current list price on the day the item is invoiced.

Pricing disputes will be communicated to the Purchaser or Contact Name provided on the customer’s Purchase Order. Orders are placed on a temporary processing hold until disputes are settled and pricing is agreed upon by both parties. Response is mandatory. Responsibility is denied for processing delays due to failed communication attempts.

Changes in pricing will be communicated to customers within 30 days of planned implementation. It is the customer’s responsibility to ensure their pricing is valid and up to date. Failure to do so may result in pricing disputes and temporary processing delays.

Appropriate currency and taxes must be identified on all Purchase Orders to avoid potential invoicing errors.

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2) Return Policy

• All returned items must have prior written authorization, which must include a Return Authorization Number (RA#).
• All returned items are subject to a 20% restocking fee. Return freight will be the sole responsibility of the client. If freight on the initial shipment was pre-paid, these freight charges will be deducted from the total refundable amount to the client.
• Approved returns will be accepted within 30 days from the original date of purchase.
• Credit is issued upon return and following approved inspection. Please allow up to 4 weeks to receive your credit or reimbursement.
• Returns will not, under any circumstance, be accepted on Special Order or Closeout items.

All non-defective merchandise returned for credit must be unused and in the original packaging. Items that are found to be used, opened and/or missing the original packaging will not be eligible for a refund and the client is responsible for return shipment fee.

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3) Shipping Policy

Head Office and Warehouse facilities are physically located in Canada. Select items may also be in stock in the New Jersey warehouse.

Freight — Over 90 lbs.

• Freight quotes are valid for a period of 5 days from the day they are issued.
• LTL items purchased are F.O.B. Boucherville, QC J4B 2X7 (Canada).

All freight charges are paid on orders of $3,750.00 CAD net or greater, excluding the following conditions:

• Delivery to a postal code with a zero (0) as the second digit
• Fees for tailgate service, delivery appointment and fuel surcharge ($100 flat rate will be charged)
• Any fees relating to reshipment, redelivery or a refusal/return of goods without prior notice

Before accepting an order into your facility

Please make sure there is no visible damage to the packaging before accepting it. If there is, please refuse the shipment or write a note on the BOL (Bill of Lading) in the event a claim must be filed after the delivery.

When shipping Collect or via a Third Party Freight company, any/all claims will be the sole responsibility of the shipping Account Holder. We will not be liable for damages caused by any carrier other than our own approved providers.

Receiving an order

While we make every effort to ensure all orders are filled and delivered without fault, we do understand that human error is inevitable.

If you receive an order and determine an item(s) is missing, please contact Customer Service immediately. Please have your P.O. #, invoice # and/or packing slip handy. Once we receive this information, we will investigate by verifying inventory levels, shipping weights and various other factors to determine the possible error(s).

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4) Warranty Policy

All equipment sold through approved suppliers only is warranted. We will repair, replace, or issue a reimbursement for any item proven to be defective due to a manufacturer’s defect. The decision to either repair, replace, or issue a reimbursement for the item in question will be entirely at our discretion.

All warranty claims must be made directly.

A valid Work Order Number must accompany all invoices for warranty services rendered. Invoices should be submitted directly for payment. We will not be responsible for any costs incurred for services rendered without prior consent.

Items which weigh more than 75 lbs. (34 kg) will be serviced on-site providing they are located within a one-hour drive from the nearest warranty service location.

Items that weigh less than 75 lbs. (34 kg) must be brought to the warranty service location by the customer for repair.*

*Warranty Service Locations available by contacting the Service Department: service@eurodib.com

We will repair or replace any item found defective in material or workmanship when operated under normal use and care according to the instructions provided with the unit. Minor imperfections, surface markings due to shipping and slight color variations are normal.

Damage to equipment from misuse or abuse (improper cleaning, improper installation, neglect, accident, alteration, fire, theft, etc.) will not be covered under warranty.

This policy applies only in Canada and the contiguous United States of America; any items located outside of these two countries are not covered under warranty. The warranty on all items is non-transferable under any conditions.

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5) MAP Policy (Minimum Advertised Price)

Introduction

We recognize that our success is tied to the success of our network of selected authorized dealers. We also know that many of our dealers invest significant time and resources to deliver an extraordinary customer experience. We want to protect their ability to do so, while at the same time discouraging price-based advertising that would be detrimental to our dealers’ service and support efforts. As a result, we have unilaterally established this Minimum Advertised Price (“MAP”) Policy.

Policy Statement

In our sole discretion, we reserve the right to discontinue doing business with any reseller that advertises any product(s) covered by this MAP Policy at a price lower than the MAP.

General Guidelines

1. The products covered by this policy are listed in “MAP Products”. We may, in our sole discretion, modify this list from time to time.
2. We recognize that dealers are free to make their own decisions to advertise and sell any product at any price they choose, without consulting or advising us. Similarly, we will exercise our right to make our own decisions regarding Authorized dealer list and referral, supplemental marketing materials, point-of-purchase displays, product allocation, new product availability, or future promotional, joint marketing, or sponsorship programs.
3. The MAP Policy applies to advertised prices, not the price at which MAP Products are sold or offered for sale to an individual in-store or over the telephone.

Advertising Guidelines

1. The MAP Policy applies to all advertisements of MAP Products in any and all media, including but not limited to flyers, posters, coupons, mailers, inserts, newspapers, magazines, catalogs, television, radio, and public signage, as well as Internet sites, social media sites, apps, or any other electronic media.
2. The MAP Policy does not apply solely on premise or in-store advertising that is not distributed to customers.
3. Website features such as “click for price”, automated “bounce-back” pricing e-mails, pre-formatted e-mail responses, forms, and automatic price display for any items prior to being placed in a customer’s shopping cart, and other similar features are considered communications initiated by the dealer (rather than by the customer) and thereby constitute “advertising” under this MAP Policy.
4. It shall not be a violation of this MAP Policy to advertise that a customer may “call for price” or “email for price”, or to use similar language, so long as no price is listed.
5. This MAP Policy also applies to any activity which we determine, in our sole discretion, is designed or intended to circumvent the intent of this MAP Policy, such as solicitations for group purchases and the like.
6. It shall not be a violation of this MAP Policy to advertise in general that the reseller has “the lowest prices” or will match or beat its competitors’ prices, or to use similar phrases; so long as the reseller does not include any advertised price below MAP and otherwise complies with this MAP Policy.
7. From time to time, we may permit resellers to advertise MAP Products at prices lower than the MAP retail price. In such events, we reserve the right to modify or suspend the MAP retail price with respect to the affected products for a specified period of time by providing advance notice to all resellers of such changes.
8. From time to time, we may offer a direct manufacturer’s rebate to customers. In such events, it shall not be a violation of this MAP Policy to advertise the availability of the manufacturer’s rebate, provided that:
   1. the advertisement includes a MAP-compliant price, the rebate amount, and the net price after manufacturer’s rebate in the same type size and style;
   2. an asterisk is placed next to the net price after manufacturer’s rebate; and
   3. “*after manufacturer’s rebate” appears in the same area of the advertisement as the advertised product.

Policy Enforcement

1. If a dealer with a single or multiple store location violates this MAP Policy at any one store location, or on any associated website, we will consider this to be a violation by the dealer.
2. We reserve the right to cancel any pending orders, restrict future orders, or suspend a dealer’s account if we reasonably believe:
   1. a dealer has violated the provisions of this policy; or
   2. a dealer intends to violate this policy.
3. The MAP Policy Administrator is solely responsible for determining whether a violation of the MAP Policy has occurred, as well as determining appropriate sanctions.
4. Waivers to this MAP Policy may be granted in our sole discretion by the MAP Policy Administrator in writing. Sales, Marketing, or other personnel are not authorized to modify or grant exceptions to the MAP Policy. If the MAP Policy Administrator authorizes a waiver to the MAP Policy, dealers must strictly adhere to the terms of the waiver letter. Deviation from the terms of a waiver letter is a violation of the MAP Policy.
5. We monitor the advertised prices of dealers, either directly or via the use of 3rd party agencies or tools. Dealers are expected to provide reasonable cooperation in any investigations regarding possible MAP Policy violations. Hindering, obstructing, delaying, or otherwise failing to cooperate with a MAP Policy investigation is a violation of this MAP Policy.
6. The MAP Policy will be enforced in our sole discretion and without notice. Dealers, distributors and resellers have no right to enforce the MAP Policy. Violations of this policy may result in sanctions up to and including termination of our business relationship, as well as any available remedies at law.

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