Refunds & Returns Policy
To obtain an Authorised Returns Number:
Please call us on 0800 093 3652 . The Authorised Returns Number must be displayed prominently on the outside of the parcel. Without it, no goods can be accepted. You will be asked for:- A list of the returns being made - with, if possible, the product code
- Proof of purchase -either an order or an invoice number
- Date of purchase
- Reason for the return
To return goods:
- Full original packaging and operating instructions must be returned in case of out-of-box failure.
- Make sure you give a full written reason for the return. This makes it easier to confirm any claim.
- Ensure that the Authorised Returns Number must be obtained before any goods are returned.
Refunds:
- Any refunds due will be made using the same method as was used for the original payment, e.g. if payment was made by cheque, refund will be made by cheque.
Product & Manufacturer's warranties:
We honour all supplier & manufacturers' warranties provided that defects are notified to us within the warranty period and the customer accepts the responsibility for the return of goods. There are several types of warranty (depending on the manufacturer and equipment type), we will be pleased to advise you of the warranty which applies to any product or service. Should a return be necessary, the type of warranty will be confirmed when the authorised returns number is issued. Customers are advised to consider the terms of the product warranties and their implications before placing an order.If no fault is found:
Products found to have no fault will be returned and a charge of £10 (exc. VAT), plus carriage costs will be made to cover our technical inspection costs. Manufacturers' repair charges for no fault found items are far greater and these will also be passed on. Most manufacturers will also have a Product Helpline in the User Guide.
If we have to make a site visit to inspect an installed product and no fault is found, our usual time & materials charges will apply.
Goods ordered in error:
Provided you notify us within three working days of receipt, we may accept the return of goods ordered in error. When this is agreed, all items must be returned as new, complete with all packaging and instructions. If they can be exchanged for the correct products there will be no charge. If they cannot, a handling charge of £25 ex VAT or 10% of order value ex VAT, whichever is the greater, plus carriage costs will be made. Should returns not be 'as new', with complete packaging and instructions, they will be sent back to the customer and a handling charge may be applied.
We do not supply goods on Sale or Return under any circumstances.
Goods supplied in error:
If a product is supplied in error, arrangements will be made for the collection of the goods. We will accept no liability for products supplied against verbal orders.
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