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In which cases is the product replacement provided?

The product replacement on fluid-hub is one of the solutions proposed by the team after the approval of a return request, in 3 main cases:

  • Defective product: the product has a manufacturing defect and the customer needs a replacement
  • Wrong product: an item different from the one ordered has been shipped
  • Product damaged during transport: the goods arrived in such conditions that they cannot be used

The fluid-hub team tends to propose the replacement when the customer has an operational need for the correct and functioning part (for example to complete a plant or a job in progress); the refund is proposed when the customer no longer needs the product or prefers the return of the amount.

Attention to availability: The replacement is subject to the availability of the product in stock at the time of the case management. Should the product not be available, the fluid-hub team will agree with the customer on an alternative solution (refund or other commercial agreement).

As with all B2B after-sales processes, the final decision rests with the fluid-hub team, which will evaluate each case individually and agree with the customer on the most appropriate solution.

To find out more about when a refund is provided instead of the replacement, read In which cases is a refund provided? For the complete return procedure, read How can I request a return on fluid-hub? If the product received is not compatible with your plant, read The product is not compatible with my plant: can I replace it?