Cristo Rey Sales Policy
CRISTO REY/FDMC GROUP, L.L.C. SALES POLICIES
THE FOLLOWING SALES POLICIES HAVE BEEN ESTABLSIHED BY CRISTO REY WITH THE PURPOSE OF PROVIDING OUR CUSTOMERS WITH A SUPERIOR LEVEL OF SERVICE AND ENSURING FAIR, CLEAR AND FRIENDLY BUSINESS RELATIONSHIPS BETWEEN OUR COMPANIES.
PLEASE READ AND UNDERSTAND THE SALES POLICIES DESCRIBED BELOW BEFORE PLACING AN ORDER. ALL ORDERS RECEIVED AND/OR PROCESSED BY CRISTO REY OR FDMC GROUP, L.L.C. (from now on referred herein as Cristo Rey also) WILL BE SUBJECT TO THESE SALES POLICIES UNLESS IT IS CLEARLY SPECIFIED OTHERWISE IN A SEPARATE CONTRACT.
All orders are subject to our current price lists and prices are subject to change without notice. In the event of a price change, Cristo Rey will honor previous prices for orders that have already been received and authorized, but not those that have been received and put on credit hold.
No special prices will be honored unless they are approved by the head of our sales department.
Cristo Rey is not responsible for mistaken pricing on customer orders. The fact that Cristo Rey receives, approves, and processes a written order with incorrect pricing on the customer`s part does not mean that Cristo Rey is obliged to honor the prices written on the order.
DEALER AND VOLUME DEALER STATUS
For new customers, a minimum opening order of $2500 is required to achieve volume dealer status.
In order to maintain volume dealer status, a customer must purchase a minimum of $7500 per year (or 12 month period for new accounts, since the date of their first purchase order).
If applicable, customers will be notified of a change in their status when Cristo Rey conducts annual evaluations or when the customer submits a purchase order, before such purchase order is authorized and processed.
All purchase orders MUST be received by Cristo Rey in writing. Purchase orders may be placed directly by fax, e-mail, or through one of our sales representatives in writing.
No verbal purchase orders or any verbal order modifications will be considered as valid until Cristo Rey receives them in writing.
We recommend purchase orders to be as specific and clear as possible. Please include complete billing and shipping addresses, P.O. date, complete item codes and quantities, target time of arrival, notes and name of the customer`s agent who is placing the order.
When special ordering an item with any modifications to its original form described in our catalog, please write “-E” at the end of the item code and include a clear description of the modifications you are requesting. This must be done ALWAYS, even if you order the same modified item repeatedly.
Purchase orders must first be approved by our accounts receivable department and then by Cristo Rey&lsdquo;s sales department before being valid. Cristo Rey will contact the customer if there is any impediment to process their order.
ORDER PRO-FORMAS AND CONFIRMATION
Once a purchase order has been approved by Cristo Rey, it is passed onto a pro-forma invoice format (order acknowledgement) that describes all details about the order and then it is sent back to the customer for confirmation.
The pro-forma invoice must be returned to Cristo Rey with the customer`s signature or one of their agents. The pro-forma invoice then becomes the official purchase order and all items will be processed according the pro-forma specifications. In addition, all terms, prices, conditions and remarks described in the pro-forma invoice will be considered final and will have validity over any other documents.
If Cristo Rey does not receive confirmation (signature) of the pro-forma within three business days of having been sent to the customer, the pro-forma will be considered as confirmed. This means that the order will be processed according to all specifications, terms and conditions described in the pro-forma.
ORDER CANCELLATIONS AND MODIFICATIONS
No order cancellations are accepted after 15 days from the date that Cristo Rey receives a customer`s pro-forma confirmation (see above). In such case, all security deposits put forth to Cristo Rey will have to be forfeited.
Changes to purchase orders must be done no later than two weeks after pro-forma confirmations. Any changes attempted after that period of time fall under Cristo Rey`s discretion and may involve an appropriate extra charge if the modification is approved.
DELIVERY LEAD TIMES
Cristo Rey’s average lead time fluctuates depending on several factors. Please note that lead times tend to be slightly longer during high seasons. Thus, if a customer is tight on time, we recommend contacting our customer service department to obtain current information on lead times.
Our lead times indicate the amount of time that an order takes to be shipped out of our plant. Please allow additional time for LTL deliveries. Cristo Rey cannot be held responsible for LTL carrier delays.
CRISTO REY’S LIABILITY ON FREIGHT AND HANDLING
Unless clearly specified otherwise, Cristo Rey`s liability over the product ends at the point of delivery determined by the price list that applies to a specific customer. In addition, Cristo Rey`s inco-term is F.O.B., which means that Cristo Rey`s liability ends when the product is free on board the container at the delivery point.
- A) F.O.B. Arizona price list customers:
Our delivery point is at our warehousing agent in Phoenix, Arizona. Any damages that occur after this point during transportation and/or handling are not responsibility of Cristo Rey.
- B) F.O.B. Navojoa (our plant in Mexico) price list:
Cristo Rey`s product liability ends when merchandise has been loaded into the customer`s (or hired freighter’s) container or vehichle. Cristo Rey is not responsible for transportation damages after this point.
- A) F.O.B. Arizona price list customers:
If freight related damage is found after Cristo Rey’s delivery point, the customer must file a complaint with the freight carrier or storage warehouse as soon as possible. If damage is visible at the time of delivery, the customer must notate such damages on the carrier’s POD sheet and contact the carrier’s office immediately. If the damage is concealed and not discovered until after delivery has taken place, the customer must file a damage complaint with the carrier no later than five days after delivery (this period varies according to each carrier’s policy).
Unless specified otherwise on a law-binding contract, Cristo Rey is not responsible for unexpected freight charges or higher than expected freight rates charged by a carrier. Although Cristo Rey is willing to make its best effort to protect our customers’ interest, any transportation of merchandises after Cristo Rey’s delivery point must be considered a separate contract between our customer and the freight carrier
DROP OFF/PICK UP FEES
A drop off/pick up fee may be assesed by the warehouse that handles Cristo Rey’s product for the Customer. Such fee (if applicable) is included in Cristo Rey’s invoice.
Note: At the present time, Prime Time warehouse asseses drop off/pick up fees to all orders being freighted by carriers different than Prime Time Delivery Co. at a rate of 2.5% of the total value of the order (prior to discounts) with a $50 minimum. The justification for such fees is that Prime Time receives the Customer’s order, unloads the product and stores it until an LTL carrier picks it up. They also load the product into the carrier’s container and handle all documentation. For convenience reasons, Prime Time charges these fees to Cristo Rey and Cristo Rey includes the charge in the Customer’s invoice
It is important to understand that drop off/pick up fees ate not charged by Cristo Rey neither do they represent any benefit to Cristo Rey. Our Company merely serves as a collector for the warehousing agent.
Special discounts may be granted to customers for a variety of reasons. All discounts must be approved by Cristo Rey`s sales department before becoming valid.
Discounts may become invalid at Cristo Rey`s discretion if the conditions set forth on the purchase order have been violated or if Cristo Rey`s sales policies have not been complied with in a reasonable manner. This policy includes highly delinquent accounts. If a balance becomes highly delinquent (60 days overdue), Cristo Rey reserves the right to waive any granted discounts and demand full payment at regular list prices.
Payments to Cristo Rey/FDMC Group, L.L.C. can be made by check, wire transfer, ACH transfer, credit card (through Paypal), money order, letter of credit (at sight) or direct deposit into our accounts. No cash is accepted unless it is directly deposited into our bank accounts.
Returned checks or unjustified “stop payment” on checks will result in appropriate penalties that will cover at least all bank commissions and penalties that may derive against Cristo Rey from the customer`s bounced check.
No returns of merchandise or “payment in species” (unless expressely authorized by receivables dept.) are accepted as means of payment.
The Cristo Rey`s accounts receivable department is autonomous from our sales department and is in charge of monitoring receivables activity as well as approving purchase orders, sales terms and modifying such terms if necessary.
No outstanding balance can be considered as paid until Cristo Rey has valid proof of the customer`s payment. In some cases, our receivables department is able to locate customers payments by going through our bank account statements. However, that is not always the case, specially if the amount of the payment does not match exactly the amount of the outstanding invoice. Please be so kind of sending us a copy of your payment by fax or e-mail. This will enable us to update your records in a timely manner.
Credit holds will be placed for accounts with balances that are past due. This means that all new purchase orders (may include orders in process) from the customer will be put on credit hold until the past due balance is completely covered. Please take on account that once a purchase order has been placed on credit hold, it will not be processed until it is released.
Under normal circumstances, partial payment of an outstanding balance does not release a credit hold. If experiencing temporary difficulties, our customers are more than welcome to contact our receivables department to reach a fair agreement.
The accounts receivable department may be forced to modify terms for customers who continuously or severely default on their payment terms. Such modifications may include the requirement of a security deposit or full payment in advance before any existing or future orders are shipped.
Cristo Rey extends a one year warranty for all of its products against raw materials, components or craftsmanship defects.
Due to the hand made nature and solid wood construction of Cristo Rey’s furniture, the following should be taken into consideration:
A) Rustic solid wood has knots, small cracks, mineral stains and color variations. Also, solid wood expands and contracts with climate changes and this may cause panels and joints to shift slightly and/or develop small character cracks (less than 1/16” wide). Occasionally, drawers may become moderately hard due to wood expansion.
Other materials such as real leather may present some color and/or texture variations. None of these occurrences should be considered as defects since they are inherent to the nature of our furniture.
Impotant: Some of our products are made with reclaimed wood components, and although our reclaimed wood is carefully selected, reclaimed wood is generally an older material that has lacks many of the essential properties that new wood presents. Therefore, reclaimed wood has a tendency to present more cracking, breaking and shifting than regular lumber raw materials, especially in extreme climates where relative humidity is very low and/or temperatures very high. Cristo Rey shall not responsible for such cracking, breaking or shifting as such irregularities are inherent to the nature of reclaimed lumber and therefore are not covered under warranty.
B) Each Cristo Rey piece is built and finished by hand. Therefore, slight variations in the level of distress, sharpness of mouldings, routered components, hardware, finish tones, etc. may occur. These should not be considered as defects either.
The variations mentioned above are inherent to our furniture’s nature and they are, in large part, what makes each piece so unique and special. They should not be treated as defects and they are not covered under Cristo Rey’s warranty.
Although Cristo Rey maintains tough quality standards and high product consistency, irregularities that fall beyond reasonable expectations may occur and Cristo Rey takes responsibility for them. These irregularities are defined as “defects that considerably impair or alter the products functionality, appearance or value”. Examples of such irregularities may be dysfunctional doors or drawers, large cracks (over 1/16” wide), severe top warping, defective hardware, severe finish variations and defective joinery amongst others.
When a defective product claim is to be placed with Cristo Rey, a report containing the following elements MUST be filed with Cristo Rey’s Customer Service department by e-mail or fax: Customer’s name, invoice number (to which the defective item belongs), reception date, item’s complete code and description (include special features, if any), photos and detailed description of the problem.
After reviewing the information, Cristo Rey will contact the customer as soon as possible.
Once a claim proceeds, Cristo Rey will propose a reasonable solution that is in accordance to the everity of the problem and the customer’s circumstances. Cristo Rey may repair the piece through a qualified professional, ship a replacement part or complete replacement item or issue a credit memo to the customer for the entire (or part) value of the defective piece. Cristo Rey’s proposed solution will be always oriented to the complete satisfaction of our customer.
In cases when Cristo Rey ships a complete replacement item or issues a note of credit for the total value of a defective piece, the return of the defective piece may be required at Cristo Rey’s freight expense. In case the piece is not returned in a reasonable amount of time, an invoice for the defective item will then be issued at regular cost and immediate payment will be required from the customer.
No defective product claims will proceed when the customer’s account is overdue more than seven days. In such case, overdue balances must be completely covered for a claim to proceed.
In case one or more items belonging to an invoice are defective, payment can be detained for the defective items only, but not for the whole invoice. The resulting balance of the invoice after subtracting the amount for the defective merchandise must be paid in due time for the claim to proceed.
CUSTOMER SERVICE DEPARTMENT
The mission of Cristo Rey`s Customer Service department is to attend all of our customers diligently with any questions or problems they might have. All information regarding our products, our company, product origin and components, order status, and special requests can be consulted with our Customer Service department regardless of whether the customer is attended by a sales representative or not. In addition, the Customer Service department is in charge of taking problem reports from customers and giving them the appropriate follow up. Please feel free to contact us and make suggestions on how we can help you better!