Laminex Can Do promise

About



Our Can Do Promise to you!

We are putting our customers at the heart of everything we do.
Our Promise:
Understanding what is most important and focusing on getting it right every time.

At Laminex we really value our customers many of whom have been loyal for a long time.

We have been listening to the feedback we get from you and understand that reliable delivery, processing credits quickly, answering the phone and producing high quality product are all really important things to get right.

The Can Do Customer Promise is our commitment to you that we will do all of these things every day, everywhere in Australia to the best of our ability.

Please let us know how we are going and if you would like more information please ask your local Laminex Sales Representative or read on!

Reliable Delivery

Next Day Delivery Assurance

Your time is precious so for us, the clock starts ticking from the moment your order comes through. We guarantee a next delivery day service on 30 of our most popular items or you can request a $15 Can Do Credit on your Laminex account.

Problem Solvers

Speedy Credits

We work hard back stage so you can rely on our team to process all approved credits and stock returns within 5 business days. You can also sit back and relax because we will let you know once your request has been completed.

Prompt Response

You can count on us.

We are always ready to assist you and getting in touch with our team is easier than saying ‘hello’. We will always pick up your 132 136 call in 60 seconds or, if you would like, get back to you within 30 minutes.

Quality Guaranteed

Quality Guaranteed or Replaced for Free**

We are proud of our quality products, which are designed and tested to withstand residential or commercial use for years to come. This is why, if there is an issue and it is our fault, then we will fix it straight away.

** Available from the end of March 2017. Replacement stock needs to be identical and delivered from your local warehouse.




Reliable Delivery

Getting product in full and on time allows you to run an efficient business
Our Promise:
We guarantee next delivery day service on 30 of the most popular products.
 
The 30 Can Do Products are some of the most popular products Laminex sell.

They will be available through every Branch in Australia allowing for next delivery day service.

If Laminex are unable to deliver the Can Do Products on the next delivery day, then customers will have the opportunity to request a $15 Can Do Credit.

The credit forms are available online.

Approved requests will be paid within 5 working days of claim and if we have your email address we will let you know when we have processed the claim.

Delivering product when you need it is good for everyone’s customers.



Problem Solvers

Cash flow is critical to running a small business.
Our Promise:
We will apply any approved credit within 5 working days and let you know when it has been done.

Laminex will apply an approved Credit to your Laminex account within 5 working days and if we know your email address we will let you know via email when the credit has been applied.

This includes pricing credits or discrepancies as well as good returned credits.

This means that you will have the money back on your account as soon as possible which keeps business moving.

Prompt Response

Waiting for us to answer your call is frustrating and costs you money
Our Promise:
Ask us for a Can Do Call Back if we don’t answer your call in 1 minute.

We are always ready to assist you and getting in touch with us needs to be easy.

We will pick up your 132 136 call in 1 minute or you will have the option to ask us for a Can Do Call Back.

The call backs will be done inside 30 minutes and are designed to let you get on with your day.

Quality Guaranteed

Receiving damaged goods throws out your days’ work and wastes time
Our Promise:
If something goes wrong with our product and it is our fault, we will replace it free of charge**

Laminex have a long history of making and selling high quality product.

If something does go wrong when we deliver or if there is a fault with our product and we can replace it on the next delivery day with exactly the same product from your local warehouse we will do so at no charge.

If we can’t replace it from your local warehouse and you still want the same product, we will pick up the original product, credit you in 5 working days for the original value and source an exact replacement at the original price.

If you are happy with a substitute product we will pick up the original product, credit you in 5 working days for the original value and source an alternate at your normal price.

A Quality Guarantee from Laminex gives you piece of mind.

** Available from the end of March 2017. Replacement stock needs to be identical and delivered from your local warehouse.

Can Do Credit Requests

Please complete and submit this form if you would like to request a Can Do Credit.

Can Do Feedback Form

We are really interested in your feedback on our Can Do Customer Promise.

Please let us know you thoughts.



Thank you

The Laminex Team



The Can Do Fine Print

The Laminex Can Do Customer Promise Fine Print

General

  • Our Can Do Promises only apply to Laminex account holders and are subject to Laminex’ Standard Terms of Sale.
  • Laminex reserves the right change the scheme at any time, without prior notice.  
  • A reference to ‘working day’ means any day other than a Saturday, Sunday or public holiday in the state or territory in Australia in which an order is delivered.

Reliable Delivery

We guarantee next delivery day service on 30 of the most popular products (Can Do Products)

  1. If we receive your order for a product from our Can Do Promise range by order cut-off, we will deliver the product to you with your Next Delivery. Orders may be submitted via the estore, fax, email or telephone on 132 136.  
  2. If you do not receive the Can Do product you ordered with your Next Delivery, (but comply with all of the above conditions), you may apply for a Can Do Credit. To be eligible for Can Do Credit, we must receive your completed application within 7 days in the form provided on our website, http://www.laminex.com.au If approved, a $15, credit will be applied to your Laminex account. If we know your email address we will let you know when the Can Do Credit has been applied.  
  3. Laminex has the right to refuse to apply any credit at its discretion including where your account is not within credit terms.
  4. The Can Do Promise product range is listed on our website which Laminex may amend at any time without notice. http://www.laminex.com.au  
  5. If you accept a substitute product for a Can Do Product, you will not be eligible to submit a Can Do Credit request.
  6. The Next Delivery Day Promise does not apply:
    • where the customer changes the delivery time, date or location after receiving an eligible order;
    • where the delayed delivery or non-delivery is due to circumstances beyond Laminex’ control;
    • to orders under $100;
    • to products which are not in the Can Do Product range;
    • to forward orders/any orders where the delivery date is not the next working delivery day;
    • one or more of your Laminex accounts is on hold  
  7. Order Cut-Off times may vary depending on where stock is coming from.  
  8. A limit of one $15 Can Do Credit per customer per order per day.

Problem Solvers

We will apply any approved credit within 5 working days and let you know when it has been done.

  1. Laminex will apply an approved pricing Credit to your Laminex account within 5 working days and if we know your email address we will let you know when the credit has been applied.  
  2. If stock is damaged in transit, (where we arrange delivery) or is unfit for use due to a manufacturing fault, Laminex will arrange to pick up the affected stock and apply a Goods Return Credit within 5 working days of approving your claim.  
  3. You are entitled to apply for Goods Return Credits for up to 7 days after a delivery under Laminex’ Standard Terms of Sale.
  4. Upon credit approval and return of the goods to a Laminex warehouse, a credit will be applied to your Laminex account and if we know your email address we will let you know when the credit has been applied.
  5. Laminex will make 3 attempts to collect the damaged stock after which no return or credit will be applied.  
  6. This excludes special local, goods returns arrangements such as:
    • Those where picks ups extend over 5 days such as monthly stock return pick-ups
    • Local stock return capability issues with products such as essastone and Metaline etc.

Prompt Response

Ask us for a Can Do Call Back if we don’t answer  your call in 1 min

  1. Customer orders placed with the 132 136 line will be answered within 1 minute.
  2. If the call is not answered in 1 minute you can ask for a Can Do Call Back by following the prompts on the phone. A Can Do Call Back will be made within 30 mins of your request.

Quality Guaranteed

If something goes wrong with our product and it is our fault, we will replace it free of charge

  1. If stock is damaged in transit (where we arrange delivery) or is unfit for use due to manufacturing fault or issue and we can replace it on the next delivery day with exactly the same product from your local warehouse, the replacement stock will be invoiced at no charge. No logistics fee will be applied either.
  2. If we can’t replace it from your local warehouse, and you still want the same product, then subject to Laminex’ Standard Terms of Sale, Laminex will arrange for a stock pick up and Goods Return Credit within 5 working days of approving your claim and source an exact replacement at the original price.
  3. If you are happy with a substitute product, then subject to Laminex’ Standard Terms of Sale, Laminex will arrange for a stock pick up and Goods Return Credit within 5 working days of approving your claim and source an alternative at your normal price.
  4. You are entitled to apply for Goods Return Credits for up to 7 days after a delivery under Laminex’ Standard Terms of Sale.
  5. Upon credit approval and return of the goods to a Laminex warehouse, a credit will be applied to a Laminex Customer account and if we know your email address we will let you know when it is done.
  6. Laminex will make 3 attempts to collect the damaged stock after which no return or credit will be applied.  
  7. This excludes special local, goods returns arrangements such as:
    • Those where picks ups extend over 5 days such as monthly stock return pick-ups
    • Local stock return capability issues with products such as essastone and Metaline etc.