Goods are not supplied on a trial basis. You should satisfy yourself that the product will be suitable for your requirements
prior to making a purchase. Except as expressly provided in the main part of our Terms for cancellation of non Special Item orders that remain unused and intact and we are advised within 7 days of delivery, we do not accept other returns unless:-
* the item has a manufacturing fault
* the item is delivered damaged or with shortages
* we have sent you an item different to what you ordered
in which case it will be processed in accordance with our Warranty procedures below.
Except as provided above, we do not accept returns if you have simply changed your mind, or if you dont know how to use the product you ordered or it does not contain a particular function or feature which you incorrectly assumed it may have had, or it does not fit in your available space or connect to your available service, or any other reason not specified above. You should check everything before placing an order.
Please Note: We supply business equipment and services to businesses and organisations. Accordingly, consumer legislation and the Consumer Protection (Distance Selling) Regulations 2000 do not apply to such transactions. If you are an individual consumer purchasing goods for your personal use, you must first contact us
prior to making a purchase to obtain a signed copy of our Consumer Terms of Business.
We will not accept any returned goods unless the return has been authorised by us and the Delivery Note / Label bears the RMA number issued by us.
Sections in
blue below apply to delivery addresses outside the UK mainland, and those sections include addresses in Ireland (Eire), N. Ireland, Channel Isles, Scottish Highlands and Islands.
R1. FAULT REPORT FORM
All suspected faults must initially be reported by completing our Service Call Form and returning it to us by email or post.
R2. HOW FAULTS ARE PROCESSED
On receipt of the Service Call Form, one of our technicians will first attempt to resolve any query or suspected fault by phone or email. Where a product has been diagnosed and confirmed by our support staff as faulty, it will be processed in accordance with our procedures below.
Products being used in excess of their stated capacity, physically damaged, suffering internal liquid damage, suffering damage from a power surge or power cut at your premises, being used for something other than their intended purpose, or that have been subject to tampering or other abnormal interference will not be covered by Warranty.
If an item is provided with a manufacturers On-Site Warranty, we will advise of the contact details of the manufacturers service centre for you to arrange a call out or we will arrange a call-out on your behalf. You will be responsible for any charges if the manufacturer deems the fault is not a warranty fault.
R3. INCORRECT ITEM, SHORTAGES OR DAMAGE IN TRANSIT
Any item(s) with incorrect specification from what you ordered, any shortages or items suffering from damage in transit must be notified by phone and confirmed in writing within 2 working days of delivery. It will then be processed the same as R4 below. Claims made after 2 working days will not be valid.
If you made a mistake in your order specification, such as the wrong configuration, at our discretion we will normally be able to exchange it for the correct one provided you pay the associated shipping costs, and the original item or accessory is returned to us intact, unused, with all original packaging and in a re-saleable form and it is not a Special Order item. Please contact us to request an RMA number and return instructions within 2 working days of delivery.
R4 DEAD ON ARRIVAL (WITHIN 7 DAYS)
If we deem an item as dead on arrival or faulty due to a manufacturing defect within 7 consecutive days of delivery, we will promptly arrange collection of the item at our cost (in the UK mainland only). You must re-package the item, keep it secure and ready for collection.
You must not continue to use the item while we are arranging collection or replacement.
Items must be received complete with all original box, packaging materials, accessories, labels, cable ties, covers, tags, documentation and any other items intact. We will not be able to provide replacement where any original packaging or any of the content is physically damaged or missing.
Outside the UK mainland, you are responsible for the cost of returning goods to us. Risk and liability will only pass to us on our signed receipt. Please follow the procedure below for obtaining an RMA number first. Outside the UK, you must also arrange for collection or pay the shipping costs for return of repaired/replaced goods to you.
R5. ONCE WE RECEIVE A RETURNED ITEM
On our receipt and inspection of the item, we will confirm if it is faulty due to a manufacturing defect reported within 7 days, or original transit damage or of the incorrect specification. If one of these is confirmed then we will provide a replacement new product. If replacement stock is not available within a reasonable time then we will offer a refund or item of similar specification and value.
If the item is found not to be faulty, damaged in transit or incorrect, then we will return it back to you (in the UK mainland).
Outside the UK mainland, you will need to pay for re-shipping or arrange collection.
R6. FAULTS AFTER 7 DAYS FROM DELIVERY AND WITHIN WARRANTY PERIOD
If we deem an item to have a manufacturing fault after 7 days from delivery and within its warranty period, we will issue in writing:
* An RMA number
* Instructions for packaging and labelling the item
* UK Address where to return the goods
You will be responsible for the cost of shipping the item back to us, with insurance and shipping pre-paid by you.
You must follow our instructions for packaging and labelling the item and returning it to the address we provide you at the time of issuing the RMA number. Any costs we incur in re-packaging or forwarding incorrectly sent items will be payable by you. Items must be returned within 7 days of the RMA number being issued.
In the UK mainland, we will pay the shipping cost of returning the repaired/replacement equipment back to your address (provided the fault is covered by warranty).
Outside the UK mainland, you are also responsible for arranging collection or paying the return shipping costs of repaired/replacement items.
R6.1 REPAIR OR REPLACEMENT
Faulty goods reported more than 7 days after delivery and within the warranty period will either be repaired or, subject to stock availability, replaced with the same or similar item solely at our discretion.
R7. TIMESCALE
While we will endeavour to have faulty items repaired or replaced under warranty as soon as reasonably possible, we do not guarantee to do so within any specific timescale. Please allow for inspection, transit times to and from the manufacturer or repair centre, and conducting of any tests, repair or replacing of components.
R8. AFTER THE WARRANTY PERIOD
Items with expired warranty or damage not covered by warranty may still be repaired upon payment of repair costs.
A minimum charge of £45 is payable for inspection of the item and covers the first 1 hour's labour. We will advise the estimated cost of repair (including any components) for you to opt to proceed or not. You will also be responsible for payment of the shipping costs both ways.
R9. LOAN ITEMS
There is no free entitlement to loan items while goods are in repair. However you may hire a loan item, subject to stock availability, on payment of our standard hire charges and shipping costs.
We reserve the right to revise and update this policy from time to time. Please check this page for any changes.
