Storage King Refund Policy

1. Purpose

1.1 Storage King will provide a refund to a customer where a purchase of merchandise is not required, and the goods returned have not been used. Refunds to storage customers can also be completed in store if satisfying several criteria

2. Commencement of Policy

2.1 This Policy will commence from 1 October 2018. It replaces all other customer refund policies (whether in writing or not)

3. Application of Policy

3.1 This Policy applies to any boxes and/or packaging purchase made by a customer at any Storage King Managed Store and online purchases via a Storage King Managed Store. This policy will apply to any merchandise purchase made within 14 days of the requested refund date.

3.2 This Policy also applies to customers who are vacating their storage unit whilst there is still a credit on the account and the customer is entitled to a refund of unused rent.

4. Process

4.1 Where a merchandise purchase is made by a person, they will be entitled to return any unused products within 14 days of the purchase date. The customer will be entitled to a full refund of the actual price paid for the returned goods. Care needs to be taken where items have been purchased as part of a pack or any discounts that had been applied to the original purchase.

4.2 This refund will be conditional on the state of the goods; they must be in ‘as new’ condition and have not been used by anyone. The goods must still be in the original packaging where applicable.

4.3 There is no provision for any type of refund for used merchandise products.

4.4 For storage rental refunds, when the customer is vacated from Storman, there may be a rental refund calculated as owing to the customer. There are two options. 1st option is to direct the credit to rental income or the 2nd option is to refund the customer. Generally speaking, Storage King treats the unused daily rental income that Storman calculates as a refund at vacate as storage rental fees and this refund is to be converted to rent to ensure a zero balance at vacate. If the customer specifically requests the refund calculated and they had provided the 14 days notice to vacate, this refund is to be returned to the customer and notes made in the customer file.

4.5 Any rental fees paid months in advance at the time of vacate is to be refunded to the customer.

4.6 The steps involved to process a refund will be relative to the original payment method. Any refund processed must be refunded via the same payment method unless the original payment was made in cash. The actual purchase receipt must be presented together with govt issued photographic id. A refund request form will need to be completed and attached to the refund documents.

4.7 The refund limit can be no more than the original purchase amount and any refund more than $200 must be approved by the relevant Operations Coach.

4.8 If the original payment was made via Bpoint, you need to search for the actual transaction and then select the refund icon. A refund screen will then appear. There is an optional field and the reason for the refund MUST be entered in this field with sufficient detail to explain why the refund was processed. If the refund exceeds the $200, the Ops Coach who approved the refund must be included. A refund in excess of the original purchase or refund due will not be allowed.

4.9 If the original payment is made via a credit/debit card processed through the eftpos terminal, the refund must also be processed through the same eftpos terminal and it can only be returned to the original card the purchase was made with. Under no circumstances is a refund to be processed to a different card or account other than the original purchase card/account. The customers residential address and phone number must be recorded with the refund documentation. The original card that made the purchase must be presented and used to process the refund.

4.10 If the original payment is made in cash/cheque, the refund will need to be processed via Head Office with a direct deposit into the customer’s bank account. The staff member will need to obtain the bank account details of the customer and send to Head Office with a description of why/what was refunded. In the case of a cheque payment, the refund needs to be processed back to that cheque account. In the case of a cash payment, the refund will be sent to the bank account provided by the customer. If this refund exceeds $200, the Operations Coach must be recorded as giving permission.

5. Breach of this Policy

5.1 Any refunds provided must strictly adhere to the requirements of this policy. No refunds are to be provided to any person unless it is solely for the refund of new merchandise they had purchased but then not required or used. If the refund is related to storage rent paid in advance and is due for a refund to the customer, the amount calculated via Storman is the amount to be paid. Under no circumstances is a refund to be processed to a credit/debit card that was not used for the original purchase.

5.2 Any breach of this policy could result in disciplinary action. In serious cases, this could include termination of employment.

6. Variations

6.1 Storage King reserves the right to vary, replace or terminate this policy from time to time.

Workplace participant acknowledgement

I acknowledge:
• receiving the Storage King Policy;
• that I will comply with the Policy; and
• that there may be disciplinary consequences if I fail to comply, which may result in the termination of my employment.

Your name: ______________________________________________________
Signed: __________________________________________________________
Date: ___________________________________________________________