Terms and Conditions
Terms & Conditions
Mistakes, Complaints and disputes:
All our products are Brand New direct from the Manufacturer, all goods are guaranteed for a period of 1 year from date of purchase unless otherwise stated on a return to base basis. This is in addition to the Consumers' statutory rights.
Non- Delivery let us know straight away
If any items arrive damaged, incorrect or incomplete or do not arrive at all then you must inform us within 7 days of the purchase date 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 7 days of the purchase date. If the Customer fails to notify us in writing within the stated time frames the Company shall not be liable for any loss or damage claims.
1. Consumer Law
Hardwarexpress.co.uk will meet its obligations under the Consumer Protection Laws currently in force.
2. Faulty Goods
If your item has been purchased within 28 days you have the option for repair, replacement or a full refund. After 28 days we cannot refund we will only replace or repair. If a refund is offered this refund will be made as soon as possible or at the latest within 14 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 14 days of agreement to do so.
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 (Consumers Only)
You have the right to cancel the contract for whatever reason within 30 working days from the date you receive the goods, providing the item is NEW UNUSED. An exemption to this is when we supply goods made to your own specification or personalised for you. If you cancel the order we will re-imburse you as soon as possible and, in any event, within 14 days of the notice of cancellation. All shortages must be reported in writing within 14 days of delivery. We recommend you request an RMA returns number from us prior to returning the goods to fasten the refund procedure. Orders cancelled after dispatch will not be accepted (Please follow returns Policy) Returns Policy Here
VAT stands for 'Value Added Tax'. All products on this website include UK VAT at the prevailing rate
7. Delivering your goods
All deliveries are dispatched Monday to Friday (Excludes Weekends and Bank Holidays) All deliveried 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) failing this you have the option of collecting from your local service centre. If the delivery address refuses 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 in this instance there may be significant delays completing the delivery, in this event we may at our option re-arrange delivery provided that we may charge you for the additional delivery costs incurred. If you refuse delivery because you have changed your mind then we will deduct the original carriage cost paid plus the additional cost of return carriage from your refund within 14 days.
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.
Commtech IT Solutions Ltd
Units 15 & 16 Central City Industrial Estate
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 14 days after delivery it will be replaced or refunded including delivery. After 14 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 (Consumers Only)
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 within 30 days of receiving them or in the case of products collected from our trade counter within 14 days of the invoice date issued when the goods were collected..You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. 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 and complete with all accessories. Any missing parts will be charged for and deducted from any refund. In the case of dry charged motorcycle batteries, once activated with acid we cannot accept return under any circumstances. Refunds will be issued within 14 days of the returned product/s passing through our testing program successfully, this is subject to the product passing both visual and power testing.
12 a. We recommend the consumer request a returns number prior to returning any goods to us. Failure to do this may result in delays processing your return.
12 b. In the case of unwanted items the cost of return will be the consumers responsibility.
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. Any returned items received without a valid RMA may result in delays processing your return
12 e. Once an RMA number is issued if requested we recommend you return the item(s) as soon as possible so that we can process your refund
12 f. 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 g. You will receive a refund via your original payment method as soon as reasonably practicable, but no later than 14 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).
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. 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.
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 risk, in this instance you will have 14 days to arrange collection of the products after which time the item will be disposed if collection does not take place within 14 days, 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.
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 believe the fault resides with the product purchased from us then please follow the following procedures for a quick resolution. If the product was supplied with a warranty longer than 12 months in the event that we are unable to repair or replace the item then a refund will be calculated based on the age of the order and you will be refunded a proportionate amount of the original purchase price of the Product. This does not include the carriage cost of the original order which will not be refunded.
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. If your item has been purchased within 28 days you have the option for repair, replacement or a full refund. After 28 days we cannot refund we will only replace or repair. 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 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 repair including reasonable postage costs. ** please note we will only reimburse postage costs based on current market rates for economy service which are currently £2.99 up to 2kg, £3.99 2kg- 5Kg, £4.99 5kg -10kg, £5.99 10kg-15kg, £6.99 15kg- 20kg. You are entitled to use which ever courier you choose, however please note you will only be reimbursed the current market rates for "economy service" shown above. Return postage refunds for faulty goods will only be paid upon producing the original return shipping invoice within 14 days.
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.
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 25% re-stocking fee will be applied. Please note this only applies to goods delivered within the last 5 days or in the case of products collected from our trade counter within 5 days of the invoice date issued when the goods were collected., 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. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. Refunds will be issued within 30 days of the returned product/s passing through our testing program successfully, this is subject to the product passing both visual and power testing. Please be aware international customers who require VAT exemption must provide a valid VAT number in advance, failure to provide this information in advance will mean you will be charged VAT at the prevailling rate. Any modifications required to invoices after the order has been processed will incurr a £5.00 admin fee. Please note all taxi batteries are supplied with 12 month warranty