JWOD products may be returned to the producing agency by authorized commercial distributors, recognized wholesalers, and JWOD operated base supply centers/retail stores operated by nonprofit agencies participating in the JWOD Program. The term "distributor" covers all above groups for the purposes of this document. The term "agency" covers all NIB non-profit and NISH CRP producing agencies.

1. Returns of Standard Product in Good Condition:
1.1. Distributor must have purchased product from the agency to which the product shall be returned. For products produced by more than one agency, distributor may contact NIB or NISH, as appropriate, for assistance in determining appropriate agency for return.
1.2. Products must be in resalable condition when received by the agency, unless defective merchandise, and must have acceptable shelf life so that it can be considered resalable. Product within 45 days of its expiration date or past its shelf life shall not be considered eligible for return, unless waived by the agency. For products with a shelf life, the expiration date shall be clearly marked on the cartons.
1.3. Returns will not be accepted in units other than the JWOD official unit of issue unless written authorization is received from the agency or return is for defective merchandise.
1.4. Price for returns shall be the original purchase price for the product, unless otherwise negotiated between distributor and agency. Distributors pay the return freight to the agency.
1.5. Distributors must request return authorization from the agency. Include the NSN/product#, return quantity by location, lot#, or date code for products with a shelf life, unit price, and reason for return.
1.6. Agencies will promptly handle all requests for a return goods authorization # (RGA #).
1.7. RGA # must be clearly marked on the shipping carton(s). Do not write on the inner packs or product.
1.8. Above policy applies to all JWOD products except custom-made products and dated goods from the Easter Seal Society of Western Pennsylvania. Please refer to section 4 below for return of dated goods. Custom-made products are generally not returnable.
1.9. Most returns will be credited at the full purchase price of the item. In unusual and appropriate situations an agency may charge a reasonable restocking fee, up to a maximum of 20%. Where this is needed, the agency will specify the percentage when issuing the return authorization and this amount will be deducted from the credit.
1.10. If an agency and a distributor disagree about a return, the distributor may request a review by NIB or NISH, as appropriate. Request for such review must be made in writing and include all supporting documents. NIB or NISH shall provide a response within 14 days of receipt. If agreement cannot be reached, distributor may request review by the Committee staff. Decision of Committee shall be final.

2. Defective Merchandise
2.1. Agency shall be promptly notified of suspected defective merchandise with copy to NIB or NISH. Notification shall provide NSN/product #, description of the defect, quantity, and lot#, or date code for products with a shelf life.
2.2. Agency shall promptly respond to distributor and advise to: a) dispose of product, b) return all product, or c) return samples of the product. For product to be returned, agency shall provide RGA # and shipping instructions.
2.3. For authorized returns, agency shall be responsible for applicable freight charges.

3. Goods Damaged in Transit
3.1. If shipped F.O.B. Destination, Prepaid or Collect, distributor shall notify agency in writing via letter, fax, or email within five (5) days of signing the bill of lading that the shipment was damaged when it was received or refused by distributor. PRO number and/or purchase order # for the damaged goods must be provided. Damage MUST be noted on the bill of lading and/or delivery receipt before the receiving personnel sign for the shipment. Failure to follow the above procedures may result in denial of claims for goods damaged in transit.
3.2. If shipped F.O.B. Origin, Freight Collect, distributor must file a claim with shipper and shall be responsible for paying agency for invoiced amount. If shipped F.O.B. Origin, Freight Prepaid, the agency shall be responsible for filling the claim. However, distributor shall still be responsible for paying agency full invoiced amount pending resolution of claim. With Freight Prepaid, distributor must notify agency in writing as detailed above for F.O.B. Destination shipments. Failure to follows these procedures may result in denial of claim for goods damaged in shipment.

4. Dated Goods from the Easter Seal Society of Western Pennsylvania
4.1. The Easter Seal Society of Western Pennsylvania (ES) will accept a maximum return of 5% of the purchases made of a specified item. (The assumption is that the distributor will sell 95+% of the item purchased and return up to the remaining 5%.) The following refunds will be made:
4.1.1. ES will refund 100% (of the maximum 5% see above) of the specified item if the product is returned to ES by March 1st of the following year.
4.1.2. ES will refund 50% (of the maximum 5% see above) of the specified item if the product is returned to ES by June 1st of the following year.
4.1.3. No credit will be given to any product returned after June 1st of the following year.
4.1.4. Distributor will be responsible for all freight charges incurred for the return of the dated goods. The distributor shall contact ES at 800-326-4509 with detailed information regarding value of the merchandise to be returned. At that time, ES will instruct a distributor to either ship the product back or discard the item. If ES wants the product returned, Return Authorization # shall be provided.

In order to assure a timely turn around on returns, Industries of the Blind - Greensboro is requiring a Return Authorization (RA) document to be filled out and submitted to our Customer Service department via email (CustomerService@iob-gso.com) or fax (336 544-3739). Once we receive and review the request we will issue RA #. After we receive the returned items and examine them, we will issue a credit. Note the following guidelines:

Please do not deduct the credit from your current balance due. We will issue the appropriate credit with in 5 days of the return and inspection of the product.