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Returns Procedure for Consumers
Faulty Items...
Incorrectly Ordered or Unwanted Items...
Damaged, Incomplete or Incorrectly Delivered Items...
Returns Procedure for Business Customers
Faulty Items...
Incorrectly Ordered Items...
Damaged, Incomplete or Incorrectly Delivered Items...
Business Customers
Unwanted or Incorrectly ordered Items (Consumers Only)
1. Under the Distance Selling Regulations (DSR), most items can be returned by consumers (This does not apply to Business Customers) for a full refund or exchange providing you notify us of your wish to cancel your order in writing and return the item or items within 7 days of receiving them. All items must be in an as new condition and UNUSED in the original packaging, Please note this only applies to UNUSED products by definition "not connected" even if only for a few seconds. The packaging must not have been damaged or altered by the customer and all items must be complete with all seals/shrink wrap intact.
1 a. You must request a returns number prior to returning any goods to us. Failure to do this will result in delays processing your return.
1 b. A Credit will not be issued against goods returned without a prior RMA number authorised and issued by Hardwarexpress.co.uk. Goods returned must be prepaid by you on return to Hardwarexpress.co.uk
1 c. It is your responsibility to ensure that the item is securely and safely packaged when returning any items to us. We cannot accept liability for loss or damage in transit for items that are insufficiently packaged. we recommend using an insured signed for service as proof of delivery.
1 d. Definition of a used product connected even if just for a few seconds is deemed to be a used product
1 e. Any returned items received without a valid RMA returns number will be rejected
1 f. Once the RMA number is issued you must return the item(s) within 7 days
1 g. All returned products will be tested by our technicians if upon inspection the goods have physical damage, signs of usage or missing parts you will be charged for these and an admin fee will be applied. We will notify you in writing before any actions are taken.
1 h. You will receive a refund via your original payment method minus a £2.50 Inc VAT refund charge which is applicable to Credit and Debit cards, this charge does not apply to faulty goods. All refunds will be completed as soon as reasonably practicable, but no later than 30 days after the cancellation of your order has been received by us in writing and goods have been received and accepted, however in the case of faulty goods REASONABLE postage and carriage will be refunded by Hardwarexpress.co.uk under the Sale of Goods Act 1979 (as amended).
1 i. Opened items or items which have been connected if only for a few seconds are deemed used and cannot be returned, however if we are able to accept return of these items at our discretion then there will be an admin fee of 30% of the item value or min charge of £5 Ex VAT which ever is the greatest.
1 j. If the delivery address refuse delivery of the goods or if you do not respond to the "sorry we missed you" card left by your driver, your order will be returned to the sender and a RTS charge of £7.50 will be deducted from any refund to cover the additional costs of returning any items to us. Please note if you then request redelivery this will also be chargeable in addition to the RTS fee as above
Consumer Damaged, Incomplete or Incorrect Items (Consumers Only)
1. Let us know straight away
If any items arrive damaged, incorrect or incomplete then you must inform us within 3 working days of receipt by email please include your order number and telephone number in case we need to contact you, please also include the nature of the problem. If a delivery has not been completed then we must be notified within 14 days of the purchase date. If the Customer fails to notify us in writing within the stated timeframes in this paragraph then the Company shall not be liable for any loss or damage claims.
2. We process your return request
Once you've submitted your return details to us, we will then process your return and issue a "Returns Number" (RMA) and organise a convenient collection day for our carrier to collect the items. If we need any further information we'll contact you, so it's important to provide a telephone number where we will be able to reach you during office hours. Please ensure the reurns number is clearly marked on the outer packaging as failure to do this will result in delays processing your return / replacement.
3. Testing Procedure
Once the item has been returned it will be thoroughly inspected and tested by our technicians. If the goods returned are found not to be faulty or as described it will be returned at your expense and an admin fee of £7.50 will be chargeable to cover any costs incurred, in this instance you will have 14 days to arrange collection of the products after which the item will be diposed if collection does not take place within 14 days, however if found to be faulty we will offer a full replacement or full refund
4. Replacement process
We operate a very effective replacement process. Once your return has been processed, we will then send you your replacement. If the replacement is out of stock or unavailable we will issue a full refund.
Consumer Faulty items (Consumers Only)
1. Is the item really faulty?
Our experience shows that in over 99% of cases products are not actually faulty, we therefore ask that you check all other connected equipment to eliminate any other possible causes. If you still beleive the fault resides with the product purchased from us then please follow the following procedures for a quick resolution.
2 a. Let us know by email please include your order number and telephone number in case we need to contact you please also include the nature of the problem and what actions you have taken. Please send your email to support@hardwarexpress.co.uk - Do not send your item back to us without an authorised returns number supplied by hardwarexpress.co.uk as it will be rejected.
2 b. You must request a returns number prior to returning any goods to us. Failure to do this will result in delays processing your return.
2 c. It is your responsibility to ensure that the item is securely and safely packaged when returning any items to us. We cannot accept liability for loss or damage in transit for items that are insufficiently packaged. we recommend using an insured signed for service as proof of delivery.
2 d. Once the item has been returned it will be thoroughly inspected and tested by our technicians. If the goods returned are found not to be faulty or as described it will be returned at your expense and an admin fee may be chargeable to cover any costs incurred, however if found to be faulty we will offer a full replacement or full refund including reasonable postage costs, ** please note we will only reimburse postage costs based on current market rates which are currently £5.95 + VAT up to 25Kg, therefore we do urge you to shop around when choosing a carrier to return a parcel, any amount above this will not be paid. Return postage refunds for faulty goods will only be paid upon producing the original return shipping invoice within 30 days.
Business Customers
If you're a business customer we do not usually accept a return unless faulty. We'll try to help out when we can but some products have a limited resale potential. We look at all cases on an individual basis and if we decide to accept the return solely at our discretion a 30% re-stocking fee will be applied. Please note this only applies to goods delivered within the last 7 days, also the goods must be UNUSED products by definition "not connected" even if only for a few seconds, this Excludes special orders or orders above the value of £1000 where returns will not be accepted unless faulty.
Faulty items (Business Only)
1. Is the item really faulty?
Our experience shows that in over 99% of cases products are not actually faulty, we therefore ask that you check all other connected equipment to eliminate any other possible causes. If you still beleive the fault resides with the product purchased from us then please follow the following procedures for a quick resolution.
2 a. Let us know by email please include your order number and telephone number in case we need to contact you please also include the nature of the problem and what actions you have taken. Please send your email to support@hardwarexpress.co.uk - Do not send your item back to us without an authorised returns number supplied by hardwarexpress.co.uk as it will be rejected.
2 b. You must request a returns number prior to returning any goods to us. Failure to do this will result in delays processing your return.
2 c. It is your responsibility to ensure that the item is securely and safely packaged when returning any items to us. We cannot accept liability for loss or damage in transit for items that are insufficiently packaged. we recommend using an insured signed for service as proof of delivery.
2 d. Once the item has been returned it will be thoroughly inspected and tested by our technicians. If the goods returned are found not to be faulty or as described it will be returned at your expense and an admin fee may be chargeable to cover any costs incurred, however if found to be faulty we will offer a full replacement or full refund including reasonable postage costs. ** please note we will only reimburse postage costs based on current market rates which are currently £5.95 + VAT up to 25Kg, therefore we do urge you to shop around when choosing a carrier to return a parcel, any amount above this will not be paid. Return postage refunds for faulty goods will only be paid upon producing the original return shipping invoice within 30 days.
Damaged, Incomplete or Incorrect Items (Business Only)
1. Let us know straight away
If any items arrive damaged, incorrect or incomplete then you must inform us within 3 working days of receipt by email please include your order number and telephone number in case we need to contact you, please also include the nature of the problem. If a delivery has not been completed then we must be notified within 14 days of the purchase date. If the Customer fails to notify us in writing within the stated timeframes in this paragraph then the Company shall not be liable for any loss or damage claims.
2. We process your return request
Once you've submitted your return details to us, we will then process your return and issue a "Returns Number" (RMA) and organise a convenient collection day for our carrier to collect the items. If we need any further information we'll contact you, so it's important to provide a telephone number where we will be able to reach you during office hours. Please ensure the reurns number is clearly marked on the outer packaging as failure to do this will result in delays processing your return / replacement.
3. Testing Procedure
Once the item has been returned it will be thoroughly inspected and tested by our technicians. If the goods returned are found not to be faulty or as described it will be returned at your expense and an admin fee of £7.50 will be chargeable to cover any costs incurred, in this instance you will have 14 days to arrange collection of the products after which the item will be diposed if collection does not take place within 14 days, however if found to be faulty we will offer a full replacement or full refund
4. Replacement process
We operate a very effective replacement process. Once your return has been processed, we will then send you your replacement. If the replacement is out of stock or unavailable we will issue a full refund.
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