Will I be charged for delivery if an item is faulty (DOA/Faulty Product) and an RMA is approved?

• The delivery fee will be credited to the entire original invoice. The replacement order must be placed as a new order (all pricing elements must match the original invoice) with the delivery fee included. Should pricing expire due to promotion validity criteria, then no replacement order will be captured, and the original order will be credited or refunded based on the instructions we receive from you. 

Can I get charged for delivery if multiple items are on an invoice, but only one is faulty?

• Yes, you will be charged for delivery, as the complete order was delivered and received by the recipient. The RMA needs to be processed, excluding the delivery charge for the faulty/DOA unit. The replacement order can be placed on the original order, as you have already paid for the delivery on the original order.

Will I be charged a delivery fee for a replacement order?

• The replacement unit can be placed on the original order as the delivery fee was already charged, and we will honour the original invoice. This is dependent on the reason for the replacement (damaged in transit/delivery compromised, or missing stock).

Will I be charged for delivery due to customer ordering errors, end-user cancellations, or similar reasons?

• The delivery fee will be charged based on whether the partner/end user accepted the cancelled order. When an order is cancelled with your Tarsus Account manager, Sales Team, or online notify team, you should get the order cancellation confirmation, and the onus is on you the partner, to communicate to the recipient/s to reject the order and endorse the invoice or proof of delivery documentation of the rejection, only if the delivery is attempted. If the recipient received the order, then the partner will be charged for delivery as per the original invoice, as the order has now been completed. The received stock will then be collected at Tarsus’s cost.

Will I be charged for delivery if the order fails due to a Tarsus system issue (pricing, description, or labelling issue)?

• The recipient must reject the order, and the invoice or proof of delivery must be endorsed with the reason for rejection. The entire invoice will be credited (this includes the delivery fee).