How do I apply for Trade Program Membership?

You can apply online here (link). Once you submit your application by completing the online form and suppling the necessary documentation, we will review your application and inform you once your account has been approved. Approval is granted based on review of your application, meeting appropriate credentials (see below) and submitting correct documentation.

What criteria must be met to apply for Trade Program Membership?

• All applicants must have a Company Registration Office (CRO) or have a Registered Business Name, one of the following documents must be attached to your application. CRO certificate (Certificate of Incorporation) or Certificate of Registration of Business Name.
• Be of a design profession (Architect, Interior Designer, Lighting Designer, Interior Architect, home stager).

 

How is my Trade Program Discount set & how will I know what my discount is?

Once your account has been approved, you will start at a 10% discount across all our brands. Brand discounts are set up in your trade account and are not in the form of a promo code. Once we have processed all your information our trade team will then review your account and set discounts by brand specific to your account only. We will inform you of your discounts by email.

How do I retain my discount, change it or increase?

• As your overall spend increases so does your discount depending on the brand. This discount is based on quarterly spend along with your overall yearly spend running from January 1^st or from the time your account was approved to December 31^st.
• Your discount by brand can also be reduced back to the base discount depending on your spend.
• To retain or increase you will need to spend as much or more than you did the quarter/year before?

 

How do I place an order?

It is simple, login to your Trade account and as you shop you will see your items with discounted prices. You can add the items to your basket and proceed to checkout or you can add your items to a quote that you may want to place for our trade team to look at. Our team can review your quote and convert this quote to an order. The quote will then show as an order in your account, pending payment. You can choose to view, pay, or cancel this order. You can contact the trade team via email (trade@defined-ad.com). Please allow up to 24 hours for a response during weekdays.

Is there a minimum order quantity?

No, there is no minimum order quantity or euro amount necessary to receive your discount.

How do I track my order?

If you have placed an order for items that have a lead time of 4-8 weeks or 8-12 weeks, these are made to order, you will receive an email with an estimated delivery date around 5-7 working days after you have placed your order. The date we send you in this email is an estimated date, this is the date we have received from the supplier/brand and means it is due to arrive with us at some stage during that week.

We may not have this information to email you until 5-7 working days as this is how long it takes for our team to place the order with the brand(s) and for them to confirm when these items will arrive at Defined-AD warehouse.

Once your order has been dispatched from our warehouse, you can then track your order with our chosen courier. You will receive an email with this information direct from the courier.

Why are the lead times in the range of 8-12 weeks?

Many of these lead times are production lead times, and the item is being made specifically for your order by our partnered brands (supplier). However, you can be assured that these are high-end premium lighting brands, that craft your product for every order and not in mass production.

Shutdowns during Summer & Holidays (Christmas)

Many of our brands operate from European countries that traditionally have a summer shutdown period. This would be common in July/August in countries like Spain, France, Germany, Poland etc. Our international partnered brands will close for approximately two to four weeks during this time and therefore the production/delivery of your order is subject to delays. If your order is affected by this, we will notify you immediately.

If you haven’t placed your order before July and before Christmas, please contact our team direct and we can give you advice on lead times.

How do you deal with Cancellations, Refunds & Returns?

All of our trade orders are special-order items. Therefore, once your order has been confirmed we begin to place the order with our brand partners, therefore cancellations are not possible. As you are a business and not a consumer, this is B2B trading. A business does not have an automatic right to change your mind or to a refund or return unless the item(s) are deemed to be damaged or faulty.

If the item is deemed a common item by Defined-Ad team, our sales department will determine if the buyer’s request to return can be facilitated. Approved credit will however be subject to a 35% re-stock fee and issued to the buyer in the form of an online Gift Card/credit to account. The Buyer will also be responsible for carriage costs for the return of goods to the Company’s premises. Credit for re-stock items will only be permitted if goods are in their original boxes and in a re-saleable condition.

No returns are permitted on bespoke items, furniture pieces, special-order items and any items damaged by normal wear and tear.

To make a return please email trade@defined-ad.com

What if my order is Damaged/Faulty? What is the returns procedure?

Should you discover that any of the goods are damaged upon initial inspection, we would ask to provide us with as much information as possible to allow us to resolve the issue.

For our team to act on this as quickly as possible please provide

• Images of the items received showing any of the damages or faults.
• Images of the packaging showing how the items were packaged on arrival, showing inside packaging, and showing if there is any damage to the outer packaging.
• Images of any packaging labels, including those of the courier.

Please email these images along with as much information as possible to trade@defined-ad.com.

Once our customer care team investigates the damage/fault which could take 5-7 working days from the time we received your email. Only goods that have been classified by us or the manufacturer as faulty will be replaced. Goods that have been damaged on site/premises, incorrectly installed or damaged by water, other elements or other parties/contractors will not be replaced unless a further order has been placed, and payment has been received. The rates for the supply and delivery of additional items, may cost significantly more than those originally quoted. In all cases the goods must be carefully packed and in the original packaging to prevent damage and the Order Number clearly marked on the outside of the packaging. If the original packaging is damaged, extra packaging may be required.

Is there someone I can contact queries?

Yes, you can email us at trade@defined-ad.com