Terms and Conditions

Terms & Conditions
Mistakes, Complaints and disputes:

1. Consumer Law
Hardwarexpress.co.uk will meet its obligations under the Consumer Protection Laws currently in force.

2. Faulty Goods
If goods are faulty or different from those ordered Hardwarexpress.co.uk will offer a replacement or make a full refund - this refund will be made as soon as possible or at the latest within 30 days of agreeing to give the refund - see separate returns policy.

3. Errors in bills, receipts or payments
Hardwarexpress.co.uk undertakes to correct any mistakes in bills, receipts or payments as soon as possible and at the latest within 30 days of agreement to do so.

4. Complaints/Disputes
Hardwarexpress.co.uk has an effective system for handling complaints/disputes and we will:

a. Acknowledge complaints within 5 working days.
b. Advise you how long it will take to resolve the complaint.
c. Keep you fully informed throughout the process.

5. Order Cancellation
Orders cancelled prior to dispatch are subject to a £2.50 Inc VAT administration processing fee which covers the cost of the refund and recalling of the product from the warehouse and must be made in writing. Credit/Debit card refunds will be made within 30 working days from the date of purchase. Orders cancelled after dispatch will not be accepted (Please follow returns Policy)

6. VAT
VAT stands for 'Value Added Tax'. All products on this website show Inclusive and Exclusive VAT pricing. This is a sales tax applicable only within the European Union. If you are purchasing the goods from anywhere else in the world outside of the European Union, you will not have to pay this tax.

7. Delivering your goods
All deliveries are 'recorded signed for' which means you will be responsible for ensuring that someone will be available to sign for the order. If the package is not signed for it will not be left and a card will be left with details of how to arrange local pickup or re-delivery of your order. These conditions apply to all orders placed on this website no matter which service is selected during the checkout process. Carriers will attempt to deliver your order twice (Only applies to Non Business Residential Addresses ONLY) after which you will be liable for any re-delivery costs, or failing this you have the option of collecting from your local service centre.

7 a. Hardwarexpress.co.uk shall use reasonable endeavours to despatch Goods to you by the estimated delivery date, but we shall not accept liability for failure to deliver within the stated time or on a stated day, where this is caused by circumstances beyond our reasonable control, such as delays caused by delivery companies or manufacturer lead times. You will not be entitled to damages or compensation if delivery of Goods does not occur on the estimated delivery date, including but not limited to extreme weather conditions.

7 b. Business Customers - If you cannot accept delivery for what ever reason including but not limited to lack of staff, early closure, holidays, we may at our option re-arrange delivery provided that we may charge you for the additional delivery costs incurred.

8. Secure Online purchasing
Hardwarexpress.co.uk use the highest strength SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange. This means that both your browser and our server authenticate each other and encrypt information passing between them.

9. Personal Data
All of your personal information including credit card details, name and address, is encrypted so it cannot be read as it travels over the Internet. We actively promote our involvement in schemes such as (‘Verified by Visa’ and MasterCard’s ‘SecureCode’). Our 100% Security Guarantee means if you’re defrauded in anyway whilst shopping with Hardwarexpress.co.uk, we promise to resolve the issue so you don’t lose a penny

If you do not wish to send your details over the Internet, then please call the sales team who will be happy to take your order over the telephone.

10. Technical Support
We have an experienced technical support team available Monday - Friday to help customers with Pre-sales & after-sales support relating to batteries or UPS units. Unlike many other battery suppliers we believe in providing a Value added service which goes way beyond just securing your business. The team can be contacted either by telephone or email. Please refer to the contacts section.

Contact Us
Commtech IT Solutions Ltd
Unit D6, Little Heath Industrial Estate
Old Church Road
Coventry
CV6 7NB

11. Returns Policy
We've put together some guidelines to help explain our returns policies and procedures. But it's worth noting that wherever possible we will respond to your individual circumstances. It's an unfortunate fact that no matter how good a manufacturer is they'll occasionally produce a faulty product. If your product has a fault when you get it or it develops a fault within the first 7 working days after delivery it will be replaced or refunded including delivery. There are no collection or re-delivery charges to pay.After 7 working days faulty products are processed as per the manufacturers warranty policy and procedure. This doesn't mean you're on your own, we'll be here to smooth the way

Unwanted Items
12. 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 seven days of receiving them. All items must be in an as new condition and UNUSED in the original packaging. The packaging must not have been damaged or altered by the customer and all items must be complete with all seals/shrink wrap intact.

12 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.

12 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

12 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.

12 d. Definition of a used product connected even if just for a few seconds is deemed to be a used product

12 e. Any returned items received without a valid RMA returns number will be rejected

12 f. Once the RMA number is issued you must return the item(s) within 7 days

12 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.

12 h. You will receive a refund via your original payment method 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).

12 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 20% of the item value or min charge of £5 Ex VAT which ever is the greatest.

Damaged, Incomplete or Incorrect Items

13. 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

14. 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.

15. 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 may be chargeable to cover any costs incurred, however if found to be faulty we will offer a full replacement or full refund

16. 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.

Faulty items
17. 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.

17 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

17 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.

17 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.

17 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.

18. Discount codes and Free shipping options
Hardwarexpress.co.uk discount codes have the following restrictions

18 a. Codes are not stackable or combinable

18 b. Codes exclude taxes and free shipping options

18 c. Codes have no commercial value and cannot be re-sold

18 d. Codes are only valid for UK Mainland purchases only

18 e. Free delivery* only applies to orders with a total value of £50 and above excluding VAT, this service is a 5 working day delivery time. Free Delivery options do not apply to Scottish Highlands, N Ireland and surrounding Islands including Isle of Man and Isle of Wight. For these locations please select the standard relevant delivery service. Please note we do not deliver to Jersey or Guernsey. Free delivery only applies to orders placed online and cannot be applied in conjunction with other discount codes - orders placed over the telephone will not qualify for Free delivery and will be charged at the standard rate

18 f. Upon entering the code in the shopping cart the selected discount will be applied - Please note we reserve the right to cancel or place on hold any order which does not meet the above criteria.

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 20% re-stocking fee will be applied. Please note this only applies to 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.

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