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FAQs

FREQUENTLY ASKED QUESTIONS
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Use the Search facility above by entering a topic in the FAQ search field, alternatively scroll down the page to view answers to some of the questions most frequently asked by customers.

Opening an account is easy, all you need to do is fill out our Trade Application Form, read and sign our Terms and Conditions and send these back to us with the following supporting documents:

• VAT Certificate
• Company Registration Certificate
• Company Letterhead

Or if you are not VAT registered you can supply 3 trade invoices or utility bills dated within the last 3 months, addressed to your company address.

Once these have been received by a member of our sales team the necessary checks will be done and your account will be added to our internal system. Then you are free to trade with use.

We are contactable via many forms of communication (email, telephone, mobile, Whatsapp, Skype etc), once you have opened your account with your designated Account Manager you will need to communicate to them how you wish to be contacted and they will work to accommodate your needs moving forward.

There are no minimum order quantities in place with Genuine Solutions. We are happy to complete your order regardless of the size.

If you wish to modify an ‘Open’ order then this is not a problem at all, simply call your Account Manager to arrange this with them. If your order has already been invoiced but you wish to add to this on the same day then again this will not be a problem, your Account Manager will be able to create and ‘Add to order’ that can be sent with your original order. An ‘Add to order’ will not incur any further delivery charges but will have a separate invoice number.

If you wish to view your order once created this can be sent across to you by your Account Manager at your request.

If a product you require is out of stock you can place a back order for it, your Account Manager will then keep you informed of it’s ETA and will work with you to ensure your stock is delivered ready for when you need it.

We are very flexible with our delivery options and work with several different couriers to ensure we have the best option available to you, to make sure you receive your stock when you need it – If it’s possible then we can meet your requirements.

If you wish to cancel an order you will always be able to do so, the only circumstance where you would not be able to cancel an order would be if your order has already been invoiced. If you ever wish to cancel an order, simply contact your Account Manager as soon as possible and they will work with you to resolve this.

Your tracking details will be emailed out to you and sent via SMS at the end of the day when your order is dispatched. This can then be tracked on the website of the courier that is shipping your parcel.

After you have placed your order with your Account Manager they will advise on payment, if you are a cleared funds customer then your payment will need to be in before we dispatch your order – If you have a credit account then you will need to confirm your order.

Shipping charges will vary depending on the size of your order and where you are based, this will be communicated to you at the point of placing your order by your Account Manager.

If you require a copy of your order invoice this can be supplied to you from your Account Manager or from our accounts department – All previous order invoices are available upon request.

You will need to fill out and send a Returns Authorisation form to your account manager stating all of the correct information for the product you wish to return. Once this has been received by your Account Manager they will pass this to the returns department to create your unique RA number – You will then be supplied with documents to tape to the outside of each box you are returning. You can then return your item/s to Genuine Solutions HQ for processing and credits can be raised – If there are any problems encountered with the returned stock that we receive back from you then your Account Manager will be in touch to discuss.

We have a 3 month returns policy, if you receive a product and find that it is faulty within that period we will take this stock back for an exchange or credit with no problems what so ever. Some of the stock categories and brands we sell do have longer or shorter return period but this will be communicated upon purchase to you by your Account Manager.

If you wish to change any information on your account simply inform your Account Manager by writing, and they will take the necessary actions to amend this for you.

Any other questions, feel free to send us a message