Returns and Damages Policy

General Policy All items are inspected and packed before being dispatched from our facilities. In the event that you receive an item that does not meet your expectations, is damaged, or you no longer require, we will work with you to find the best possible solution.

Damaged Goods Return

Immediate Inspection: We require that you inspect all items immediately upon delivery.
Reporting Damages: Any damages must be reported to a John J Doyle Sales Representative within 48 hours of delivery.
Delivery Docket and Photos: If possible, please inspect items before accepting the delivery and note any issues on the delivery docket. If the item is not acceptable, you may refuse it. Please take photos of the damaged delivery before it is offloaded from the lorry.
Documentation: To process a claim, you must send a completed Returns & Damages form along with photographic evidence of the damaged areas to your Sales Representative or directly to the office via email.
Collection: A John J Doyle representative will arrange to collect the damaged goods. Our aim is to collect them within 5 working days. Please be aware that if a collection fails due to the customer's fault, a collection charge will be automatically applied to your account.
Replacement or Credit: Once the claim is processed, we will arrange for a replacement, credit note.

Manufacturing Faults & Warranty Claims

Reporting Faults: If a product has a manufacturing fault, the end user or the retailer should contact their John J Doyle Sales Representative to begin the troubleshooting process.
Internal Process: The Sales Representative will open a CRM case, including a description of the issue, and assign themselves to the case.
Repair or Replacement:

Repairs: If a part is needed for a repair, the Rep will order it and a credit charge request may be issued to the supplier.
Warranty (Replacement): If a full replacement is needed, the Rep will complete a Warranty Form and send it to the supplier, saving a copy to the CRM case. The supplier will issue a CMP number to reference for all future steps.

Faulty Product Uplift: Once a new fire is installed, arrangements will be made for the faulty fire to be uplifted and returned to the John J Doyle warehouse. The faulty fires are stored until there are enough to return to the supplier.
Credit Notes: A designated John J Doyle team member will track for a supplier credit note. Once received, the case is closed.

Returning Unwanted Orders

Returns Period: If you no longer require an order, we will accept the return of a product in full working order if it is returned within 5 working days of delivery.
Condition of Product: The product must be returned in its original packaging and be securely packed to prevent any damages during transport. A refund cannot be issued if damages occur due to insufficient packaging.
Restocking/Collection Fee: A refund will be issued for the product, less a pick-up charge. The collection fee is £25 for Northern Ireland and varies for the Republic of Ireland: €50 excluding certain areas, €32 for Dublin, and €55 for Donegal/Kerry.
Procedure: To arrange a return, please contact our team via email at chelsey@johnjdoyle.com to complete a returns form.

Warranty Procedure

Reporting: All warranty issues should be reported to your Sales Representative or via email, including all relevant photos and a description of the issue.
Warranty Registration: For certain products, the end user may be required to complete a warranty form for the product.
Internal Process: Once the form is received, the Sales Rep sends it to Chelsey Magee and Stephen Donald. Chelsey Magee creates a spreadsheet with information about the customer, product, purchase/install dates, and location, and saves it to the customer’s account. Any additional warranty forms can be added to the spreadsheet.

Important Notes

Liability: John J Doyle Ltd. is not responsible for any issues that occur once the delivery docket (POD) has been signed, unless damage is reported within 48 hours.
Collection: Products that have been approved for return must be securely packed and at the original delivery address ready for collection.
No Credit/Refund: No credit or refund will be issued for items damaged during return transport due to insufficient packaging.
Contact: For any queries, please contact our offices at 028 9024 7864.