Retailer Registration

This Scope of Work is a guide to the responsibilities of an Avgar Authorised Retailer. It is not a legal agreement. It exists to make expectations clear so both parties deliver a premium customer experience. 

1. What an Authorised Retailer is
An Authorised Retailer is a physical, brick-and-mortar business that purchases Avgar products at wholesale pricing, holds stock locally, and sells directly to customers through approved retail channels. Retailers must protect Avgar’s premium brand presentation and follow fixed pricing and brand standards. 

2. How the Retailer Model Works (Simple Overview)

  • Retailer is approved and onboarded by Avgar;
  • Retailer places wholesale orders (typically pallet-based) under agreed purchasing terms;
  • Avgar supplies products Ex Works (EXW) unless otherwise agreed;
  • Retailer receives stock, checks it on arrival, and stores it appropriately;
  • Retailer sells to customers at Avgar's fixed price (RRP) and provides front-line customer support;
  • Warranty issues and manufacturing defects are handled with Avgar support via the RMA process.

3. Retailer Responsibilities 
The Retailer is responsible for sales execution, local customer experience, and brand protection within their retail area. 

  • 3.1 Sales Channels and Territory
    • Sell Avgar products only through the Retailer’s approved outlets and within the Retailer’s usual retail zone;
    • Do not ship or sell outside the approved area without written approval from Avgar;
    • If the Retailer wants to sell online, the Retailer must request approval in advance and meet compliance requirements (local pricing, legal notices, and brand presentation). 
  • 3.2 Brand Presentation and In-store Standards
    • Represent Avgar as a premium product line and maintain high-quality in-store presentation;
    • Use Avgar’s approved imagery, displays, and product messaging;
    • Do not make claims that are misleading, unverified, or inconsistent with Avgar’s guidance.
  • 3.3 Fixed Pricing (Non-Negotiable)
    • Avgar products must be sold at Avgar’s fixed price (RRP);
    • No discounting, couponing, bundling below price, or hidden discount tactics unless Avgar provides written approval;
    • If the Retailer wants to run a promotion involving Avgar products, it must be approved before launch. 
  • 3.4 Staff Training and Certification 
    • Retailer’s key sales staff must complete Avgar training within 60 days of onboarding and renew annually;
    • Staff should understand correct product use and how to explain the product properly to customers;
    • Only certified staff should advise on technical use and servicing requirements.
  • 3.5 Stock Handling and Storage 
    • Store Avgar products safely and professionally to prevent damage;
    • Maintain traceability records (serial/batch tracking where applicable);
    • Implement anti-diversion controls and report suspected parallel imports or counterfeit activity.
  • 3.6 Customer Service and First-Line Support 
    • Provide fast, professional customer service for sales queries and basic support;
    • Ensure customers understand the product is premium and must be used correctly;
    • If a customer issue appears to be a manufacturing defect or warranty case, escalate through the Avgar RMA process promptly. 
  • 3.7 Repairs and Servicing (If Applicable) 
    • Operate a local repair pathway using Avgar-approved parts and methods;
    • Only Avgar-approved persons should disassemble or repair products;
    • Any chargeable repair requires a written estimate and customer approval before work begins. 
  • 3.8 Records and Reporting 
    • Maintain customer complaint logs, return records, and repair job cards;
    • Provide basic quarterly summary information to Avgar if requested (e.g., defect trends, common questions, sales feedback).

4. Avgar Responsibilities
Avgar supports the Retailer with product supply, warranty support, and brand direction.

  • Supply products that meet Avgar’s quality and compliance standards;
  • Provide product manuals, warnings, and usage instructions where required;
  • Provide the current written warranty policy and communicate updates;
  • Provide training and certification programs for sales and service;
  • Provide brand assets, imagery, and approved marketing guidelines;
  • Communicate lead times, availability, and any supply constraints;
  • Lead safety investigations and coordinate recalls/corrective actions where needed;
  • Maintain product liability insurance at appropriate levels.

5. Ordering, Payment, and Logistics (Operational Summary)

  • Wholesale pricing is applied at the agreed discount level from Avgar’s pricing basis (EXW / Ex Factory);
  • Retailer typically pays in full at checkout unless approved for account terms;
  • Retailer is responsible for shipping, insurance, duties, customs clearance, and local delivery unless otherwise agreed;
  • On arrival, the Retailer must inspect stock and report visible discrepancies or transit damage within 10 working days.

6. Returns, Refunds, and Warranty (In Practice)
Retailers must handle customer returns in line with local consumer law. Where issues relate to manufacturing defects, Avgar supports the remedy through the RMA process.

  • Warranty and manufacturing defect claims should be logged and submitted through Avgar’s RMA process;
  • Avgar reimburses valid manufacturing defect remedies in line with the warranty policy and agreed SOPs;
  • Transit damage claims require proof (photos, shipping documents) and must be reported promptly;
  • Change-of-mind returns are handled according to Retailer policy, provided it is fair, disclosed, and compliant with local law.

7. Marketing and Communications

  • Retailer may use Avgar brand assets and approved content only;
  • Any retailer-created marketing or influencer content must be approved by Avgar before publishing;
  • Retailer may collect local customer emails for newsletters where allowed by law, but all campaigns must align with Avgar brand standards;
  • Avgar may run global campaigns and the Retailer is encouraged to align locally.

8. What Gets a Retailer Approved 

  • A physical retail location suitable for premium product presentation;
  • Ability to hold and protect inventory;
  • Willingness to follow fixed pricing and brand standards;
  • A team that can be trained and certified;
  • Ability to deliver high-quality customer service and basic repairs (where applicable).

9. What Success Looks Like 
A great retail partnership means the product is presented properly, sold at the correct price, supported with strong customer care, and protected against misuse. When the customer experience is premium, the brand grows and both parties win.