Our Policy for Returns
In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
Please note that some Warranty products must be returned to the Manufacturer, paperwork clarifying the procedure will have been included in the packaging of the goods.
| Dead On Arrival. |
This is an item that upon receipt, and/or within the Manufacturer's specified period, to fail initial power up or to meet spcified product limits.
Where the claim is being made by the End User, a proof of Sale Document will be required to validate to the manufacturer that the item falls within their stated period from the date of the sale to that End User.
Some D.O.A. products must be returned direct to the Manufacturer.
Please note that we do not issue Advance Replacements. |
| Suspected Faulty Item. |
Speak to Technical Support on 01283 500530.
Items which are faulty must be returned within the warranty period.
If the item is diagnosed as faulty by our technicians and has not been damaged through misuse, a replacement will be with you within 3-5 working days on condition that the item is in stock at our warehouse. |
Item Missing or
Incorrect Item Sent. |
Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on 01283 500530 within 3 days of receiving the order. |
| Signing for Goods. |
All items must be checked on delivery before signing for the item.
If the item looks damaged, please refuse the delivery and contact our Customer Services department on 01283 500530. |
| Damaged Item. |
For mail order goods only.
In the event that you receive a damaged item, speak to Customer Services on 01283 500530 within 72 hours of receiving the order.
A replacement will not be sent until the damaged item has been returned and inspected. |
Unwanted or
Incompatible Goods. |
If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 days of receipt by informing us in writing (email, fax or letter) and we will give you a refund of the price paid.
It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete, unopened and in a re-saleable condition at your own cost.
For goods purchased through our showroom, contact our Returns team on 01283 500530 for details.
We cannot accept the return of software under any circumstances.
In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our Customer Services on 01283 500530 or Returns Department on 01283 500530.
The return will be authorised once the RMA is issued and you should then return the goods at your own cost and risk.
It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier.
We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening. |
| When Returning Items. |
All returned items must be in original packaging.
We will not be liable for any damage to items that are not adequately packaged and damaged in transit to us.
Please ensure that you enclose :- - Your RMA number
- Details of why you are returning the item
- All Packaging, CD’s, Manuals and Cables
Please Note, if products purchased from us are found returned with illegal software or are faulty due to accident, neglect or misuse you will not be able to return the item to us.
We are responsible for reporting any illegal activities to the authorities.
This does not affect your statutory rights.
We can not be held liable for any loss of data stored on any product sent for testing. It is the customers’ responsibility to ensure that data is backed up where possible before returning the product. |
| Frequently Asked Questions (FAQ’s). |
Q. If I live local to you can I return the item into your store?
A. Yes, we strive to make the most convenient methods available to our customers. Items can be returned to us at our Technical Counter along with a proof of purchase (i.e. order acknowledgement).
Q. How long will it take for me to get a replacement item if I bring a faulty product into your store?
A. If the item has been with you for 7 days or longer from the date of delivery and you suspect the item to be faulty, the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days.
Q. Can I have a refund for a non faulty item?
A. For mail order goods only, we will offer a full refund for an item returned within 7 days of purchase, in ´as new´ and resaleable condition. After 7 days, our policy is to replace only.
For goods purchased through our showroom, contact our Returns department on 01283 500530.
Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it. However, certain high value goods can only be refunded if it is returned within 7 days. If the item was purchased by credit card, the cardholder MUST bring the card in to process the refund.
Q. I purchased a defective item, can I have a refund on postage?
A. For mail order goods, we will only refund postage up to £6.46 on defective items within 30 days of purchase, after this period back to base warranty applies. For items over £70 within 30 days, will be collected by CityLink. |
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