POLICY GUIDE


Account Opening

To open an account, Sua-v requires an initial order of at least CAD $500, as well as the completed "Credit Request Form" (Appendix A). It is mandatory to provide 3 credit references and your tax numbers. Any request without this information will automatically be delayed, unless the customer chooses to pay for their orders in advance by bank transfer, check, or credit card. In this case, the form must still be completed, but without providing the 3 credit references. Customers choosing this option will be charged a 3% handling fee.

Terms and Conditions

The payment terms and conditions will be sent to you once the account opening and credit review are completed. Additionally, they will appear on each of your invoices. No sales will be made on consignment or with a sale condition. No payment deductions will be allowed without our approval. Unauthorized claims will be automatically re-invoiced, and payment will be expected upon receipt. Furthermore, your terms may be changed without notice at any time during the re-evaluation of your payment habits or other changes.

Payment Discount​

For a payment discount to be accepted, the payment of the relevant invoice must be received no later than the discount's due date. Additionally, no other invoices should be outstanding for the discount to be granted. No late discounts will be accepted; the amount will automatically be added to your balance. If this occurs, we will notify you immediately of the refusal, and payment will be expected within the following week. Please note that the discount applies only to the amount of items before shipping and taxes.

Late Fees​

Any invoice paid late will incur a monthly interest charge of 1%, not to exceed the maximum legal limit.​

Past Due Account

An account with an outstanding payment will have all new shipments placed on hold until authorization. An overdue account is subject to having its terms and conditions changed to COD (Cash On Delivery). In the event of a payment difficulty, it is advisable to contact our accounts receivable representative immediately.

Price

Prices and items are subject to change or discontinuation without notice. To know the exact prices at all times, please always use your Portal access.​

Freight

All orders will be shipped "PREPAID & CHARGED" by the best and most cost-effective carrier. If you have a specific agreement with a carrier, please let us know so that we can set your carrier's name as the default in your customer profile. Those using their specific carrier will be responsible for all return shipping costs. If this procedure is not followed, charges may be applied to your account.

Carrier damage​

All damages during transportation must be noted upon receipt of the goods. Additionally, please ask the driver to validate your observation with a signature. This information should be recorded on the Sua-v delivery slip or the carrier's delivery slip to ensure better tracking and/or resolution of the issue.

Incomplete receipt​

Any incomplete receipt must be reported to our shipping department within a maximum of 48 business hours after receiving the goods.  

Service parts request policy

Sua-v provides you with a "Parts Request Form'' (Appendix B). This form speeds up the process and facilitates the work for both parties; otherwise, we require the following information :

  1. The merchant's full name​
  2. The furniture model
  3. The part number(s)
  4. The desired quantity 
  5. A brief description of the part
  6. The reason for the request
  7. A photo of the item or part is required when requesting free merchandise replacement

If any of the above information is missing, we cannot process your request. Our customer service team will contact you to obtain the missing information, which will automatically delay the processing of your request.

Additionally, we require proof of purchase (Sua-v invoice) and proof of delivery (either the signed delivery slip or the customer's invoice). Supporting documents, such as photos, may be requested to improve our quality service.

All requests submitted to Sua-v before 10:00 AM will be processed the same day. Any requests received after 10:00 AM will be deferred to the next business day. The production or request processing time is 4 business days.

As a manufacturer, it has become necessary to explain to our production department and suppliers the reason for your part replacement request. This information and/or feedback will help us identify quality issues and assist us in improving our services.

Merchandise return policy

All merchandise returns or repairs must be authorized verbally or in writing through our customer service department. A "Merchandise Return" form (Appendix C) will be issued with an authorization number, and you will receive it by email. Returns will always be refunded in the form of a CREDIT NOTE. Any repair costs incurred without our approval will be automatically denied.

Please ensure that all returned merchandise is properly packaged and that the "Merchandise Return Form'' (Appendix C) is displayed on all boxes. You cannot return additional items under an already active authorization number. Simply contact customer service again, and we will be happy to provide you with a new one. Any merchant returning merchandise without customer service authorization will be subject to a minimum handling fee of $25 per item.

Repair Fees

All minor repairs must be covered by the merchant. Major repairs must be pre-approved by our customer service representative, whether they are carried out by your staff or a third party. Reimbursement will be issued in the form of a credit note only. Any repair costs incurred without our approval and any compensation requests without supporting documents will be automatically denied. Any damage resulting from handling, assembly, human error, or other actions that occurred at the merchant’s or their customer’s location is chargeable, along with any ass​ociated transport fees.

Furniture warranty

The warranty for all our products expires 12 months after the sale. Exceptionally, an additional period of up to 6 months may be granted for stored products.

Wall bed mechanism warranty

La garantie du mécanisme des lits escamotables est  de 12 mois après la vente. Exceptionnellement une période supplémentaire maximale de 6 mois pourra être tolérée pour les produits entreposés. Tous bris résultant de la manutention, de l’assemblage, erreur humaine et autres actions s’ayant produite chez le marchand ou son client est facturable ainsi que les frais de transport s’y rattachant.

Retour d’un produit en démonstration

Aucun retour possible.

Politique sur l’expédition de la marchandise

The warranty for Murphy bed mechanisms is 12 months after the sale. Exceptionally, an additional period of up to 6 months may be granted for stored products. Any damage resulting from handling, assembly, human error, or other actions that occurred at the merchant’s or their customer’s location is chargeable, along with any associated transport fees.

Direct pickup from factory by a consumer

Sua-v does not offer a pickup service at our factory for your customers.


Appendix A

Credit Request Form

Appendix B

Parts Request Form

Appendix C

Merchandise Return Form