Frequently asked questions
What we are asked most often before working together.
Customer returns
What happens to an unidentifiable return?
It is set aside, photographed and reported in your client area. Nothing enters stock without a reference, and nothing is destroyed without your agreement.
Can we get our stock back?
Yes. The terms for returning stock, data and history are written into the contract before the first delivery.
Do you work with our own inspection scale?
If you have one, we take it up and translate it into rules that can be applied on the floor. If not, we build yours from ours.
Do you sell our products under your own name?
Only if you allow it, and only on the channels and grades you have approved. Your brand can also be excluded from any public resale.
How is our customers’ data handled?
We process only the data needed to match the return. IT equipment goes through certified data erasure before any resale.
What about products under manufacturer warranty?
They follow a separate path: return to the supplier or handling by after-sales, according to what the specification provides for.
Logistics and shipping
How quickly does an order leave?
The picking lead time and the shipping cut-off are set in the contract, based on your volumes and your carriers. We do not promise a lead time before seeing your flows.
How do your systems connect to ours?
Your orders reach us from your sales channels or your system, and statuses go back the same way. The connection method is settled during the study.
What happens during a sales peak?
Forecasts and prioritisation rules are shared in advance. The workload plan is adjusted with agreed checkpoints, rather than discovered on the day.
Do you handle heavy or bulky products?
Yes, through a separate path: specialised transport, pallet freight, or a case-by-case quote when no reliable price can be announced in advance.
Resale
Do we keep control of our brand image?
Yes. You approve the permitted channels, the resellable grades and the wording displayed. A brand can be excluded from public resale entirely.
Who sets resale prices?
Pricing rules are defined with you: floor price, discount by grade and permitted channels. We apply them and report back.
How do you choose the channel?
By product family, actual condition, unit value and volume. A single item in very good condition and a grade C pallet do not go to the same place.
Restoration
Which items do you repair?
Those whose restoration costs less than the value it recovers. The diagnosis decides, family by family, and the rule is set with you.
Where do the parts come from?
Original parts where available, or items of the same model stripped on our premises. The source is recorded on the repaired item.
Are restored items covered by a warranty?
Warranty terms for restored items are defined in the contract, according to the product family and the resale channel chosen.
Buying lots
Why do you verify my company?
Lots are sold business to business. Verifying the EU VAT number and the company registration is what opens access to prices and detailed lists.
What exactly does the detail of a lot contain?
The complete list of references, the grade of each item, the defects recorded during inspection and the photographs taken in our workshop.
Can I collect the lot myself?
Yes. Lots are palletised and wrapped, ready for collection. We can also arrange transport, at your expense.
Can a lot be returned?
The claim terms are set out in the conditions of sale accompanying each offer. A discrepancy between the list supplied and the lot delivered is dealt with; a difference of opinion about a described grade is not.
Tell us what comes in and what comes back.
We reply with costed proposal, not with another questionnaire.