ElmMac Support | Customer Service Policy
Over the surmountable
time, ElmMac Pty Ltd has built a base of satisfied buyers by providing them
with high quality service and being responsive to their concerns. We expect
third-party merchants that are using ElmMac Support to provide the same level
of service and responsiveness and to comply with this ElmMac Support Customer
Service Policy.
If we find that any
transaction violates this policy or is otherwise illegal, unsuitable, or
results in an unacceptable customer experience, we may take any corrective
action that we deem appropriate and is permitted by the ElmMac Supportments
Inc. Customer Agreement.
If you are a buyer and
believe that a merchant has not complied with this Policy, please use the Contact
Us page to inform us.
a)
Refurbished: A
refurbished product has been professionally restored to working order. Typically
this means that the product has been inspected, cleaned, and repaired to meet
manufacturer specifications. The item may or may not be in its original
packaging. The manufacturer's or refurbisher's warranty must apply. Refurbished
items are sometimes referred to as "remanufactured."
b)
Used – Like New: An
apparently untouched item in perfect condition. Original protective wrapping
may be missing, but the original packaging is intact and pristine. There are
absolutely no signs of wear on the item or its packaging. Item is suitable for
presenting as a gift.
c)
Used – Very Good: A
well-cared-for item that has seen limited use but remains in great condition.
The item is complete, unmarked, and undamaged, but may show some limited signs
of wear. Item works perfectly.
d)
Used – Good: The
item shows wear from consistent use, but it remains in good condition and works
perfectly. It may be marked, have identifying markings on it, or show other
signs of previous use.
e)
Used – Acceptable: The
item is fairly worn but continues to work perfectly. Signs of wear can include
aesthetic issues such as scratches, dents, and worn corners. The item may have
identifying markings on it or show other signs of previous use.
2. Receipt for purchases. You must provide a receipt or confirmation
(email or physical) to the buyer for their purchase that includes the date of
purchase, the total purchase amount, including shipping and taxes, the shipping
address, if the item was shipped and for each item purchased, a description of
the item, the condition of the item if it is not new, the price of the item,
and the quantity purchased. If you provide this product information to ElmMac
Support, it must be the same as what was presented to the buyer when placing
their order.
3. Delivery estimates. You must communicate a delivery estimate to the
buyer on your order details page or via email. If you miss your delivery
estimate, ElmMac Support may cancel payment for the order at the buyer's
request. While not mandatory, we strongly recommend providing a tracking number
to the buyer.
4. Charging after fulfillment. You must charge the buyer for the
purchase only after you have fulfilled their order. We consider physical goods
to be fulfilled when they are shipped. We consider digital goods and services
to be fulfilled when they are delivered to the buyer.
5. Adjustment for shipping, taxes and order modifications. You may
charge the buyer an additional amount above the original order amount, to make
adjustments for revision of taxes, shipping cost, and order modifications. The
additional amount can be up to 15% of the original order amount, up to a
maximum of $75. For example, if the original order amount was $100, you can
charge the buyer up to an additional $15. If the shipping and tax amounts
displayed to the buyer at the time of purchase are estimates and expected to be
revised, you must indicate that to the buyer before they place the order.
6. Returns Policy. You must post a return policy on your website and
make it easily accessible to potential buyers. You must comply with these
policies when a buyer requests a refund, return, or exchange. You are
responsible for managing returns for your orders.
7. Customer Service Information. You must post customer service
information such as customer service address, phone number or email address on
your website. You should respond to communication from a buyer within one
business day.
8. Privacy Policy. You must post a Privacy Policy on your website as required by applicable law and comply with the terms of that policy. The policy should disclose what type of information you collect, how it is used, and whether or not you share the information with third parties. In addition, if your website has any portion that is targeted to children, you must comply with the Children's Online Privacy and Protection Act (COPPA). You must also provide your buyers an option to opt-out of marketing communication.