We want
our customers to get the products they have purchased wherever possible
exactly as described, on time, the first time.
Our track record and near perfect feedback score suggests that almost all
customers believe we do succeed in this aim.
We take the utmost care over packaging, listing and stock control to ensure
you the customer aren't disappointed.
In order to meet our targets and succeed in our business it is in our best
interests to keep the level of warranty returns low, so the best result for
us is to get it right first time and if there is a subsequent problem to
resolve it fairly, promptly and effectively.
All consumer oem (Original Equipment Manufacturer) products ship with 30 day Return
To Base (RTB) warranty directly with ourselves. Warranty beyond this period
is at sole discretion of manufacturer.
All retail
products ship with 1 year RTB warranty directly with ourselves. Retail
products are clearly defined as such in each listing. Enterprise oem
products have 90 day warranty or as expressly defined in each listing.
All warranty
claims are subject to RMA (Return Material Authorisation) number requested
in advance. This number must be clearly printed on outside of returned
parcel. Returns received without valid RMA clearly printed are returned to
sender.
IF YOU HAVE MISTAKENLY PURCHASED THE WRONG PRODUCT then
please note we will accept returns subject to 20% restocking charge for b2b
transactions and bespoke orders. Return
postage payable by the customer. Original p&p is not refundable unless
item is deemed to be faulty and/or notification of desire to cancel is
received within 7 days of receipt. We always
try to be reasonable and assist our customers when this may from time to
time happen.
ABOVE WARRANTY STATEMENT EXCLUDES ANY LIABILITY WHATSOEVER
FOR ANY CONSEQUENTIAL LOSS HOWEVER IT MAY OCCUR.
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VAT is inclusive in all advertised pricing @20%
EVERY LISTING WILL EXPRESSLY STATE WHETHER AN ITEM INCLUDES WARRANTY
AND WHAT TERM THAT WARRANTY IS VALID FOR; if not stated expressly
then the CUSTOMER should assume that any Warranty is only limited to being
as described in our listing including status and condition of the item.
RMAs (Return Material Authorisation) are for FAULTY PRODUCTS or
Not As Described Problems;
the validity of the warranty is limited to the period expressly stated in
the Listing/Description of the Product.
Customer Purchased in Error, Mistaken/Wrong Product
Purchased/Product Customer Does not Want: please note that we
realise from time to time we all make mistakes and purchase in error the
wrong product or a product that we quickly realise is not what we want. We
try to be helpful and clear in how we can assist in these instances.
Notification via a durable medium of a wish to cancel or return an item must
be received within 7 days of receipt/ordering. At worst we will accept
returns for these items subject to a 20% restocking charge for
Business-to-Business
transactions & bespoke orders. This does not affect your statutory Rights.
For further information you may like to visit
http://www.consumerdirect.gov.uk/
Customers MUST check and test their products within 30 days upon receipt; It
is the buyers responsibility to ensure each item is checked within the
stated warranty period.
No Returns Can be Sent without Prior Agreement and Authorisation:
this enables us to ensure each returned product is individually recorded
tracked and traced to speed-up resolution.
Problems Advised by Email, Post or Telephone: Customers may
report to our service team a given problem by telephone, but we do require a
written confirmation so that we have the details in your own words and can
make sure all our team understand the nature of the problem and can help
resolve your queries swiftly.
RMA Request: Please fill in all details requested on RMA form.
Without this form we cannot generate RMA number. Once RMA number has been
generated it is valid for 14 days from date of issue.
Return Delivery Costs at Customers Expense: if we
subsequently can verify that a faulty product has been supplied and warranty
terms and conditions and procedure have been complied with by the customer
we will reimburse or alternatively we may arrange collection from the
customer at our own expense at our sole discretion.
Returns Must be Suitably Packaged/Sent by Our Collection Service for
Larger Parcels or minimum of UK 1st class recorded and insured to full value
for return: customers must use a trackable means of return shipment
and use original packaging or better. NO JIFFY BAGS, BUBBLE CHIPS OR
SUPERMARKET WRAPPINGS. THIS WILL VOID ALL WARRANTY. ESD (Electrostatic
Discharge leading to Latent damage) & Shock Handling precautions must be
exercised during its service life be it in use or in transit.
Resolution Proposed: once received, inspected tested and
concluded as to whether the request for replacement is valid we will send an
email explaining status of RMA.
Despatch of Replacement/or Completion of Refund: where the
return is valid and agreed then either a replacement will be offered or if a
reasonably comparable replacement is not available then a refund will be offered.
Alternatives Proposed for Replacement: Replacements which
are comparable alternatives will be advised in advance of despatch to the
customer and agreed where reasonably possible in advance.
Despatch of Replacement Notifications: when a replacement
has been despatched there will be an email notification to the customer,
despatch will be normally by RM 1st class recorded or DHL24.
Refund Notifications: these will normally be processed by
the same form of payment (Paypal/Cheque etc) by which you originally paid. A
Copy of the transaction Receipt or Printout/summary of form and method of
refund will be emailed to the customer advising that the refund has been
completed.
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