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.
Faulty product
If the product has been covered by a Maintenance Agreement the procedure is as defined in this contract, Otherwise
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 product
Once an item has been used or any software licences have been accepted the item cannot be returned as unwanted. Software licences cannot be revoked, for example, as soon as you switch on a laptop you will be asked to accept the Microsoft Windows software licence and register it. The same is true of boxed software, once the seals have been broken they are non-returnable. Similarly once a printer has had toner cartridges installed this is regarded as use and therefore order acceptance.
To return Unwanted goods you will need to complete an online returns form within 14 days of accepting delivery of your order.
If you have had your product longer than 14 days we do not usually accept a return. We'll try to help out when we can but some products have a limited resale potential so we don't always offer a refund. We may not offer to refund the full purchase price, but if we do reduce the refunded amount we will only ever take a maximum of 30% off the refund. All refunds of this nature will be subject to a £10 fee.
In all instances your product can only be returned if unused and in 'new' condition or unopend (i.e. with any seals and shrink-wrap still intact). It should be returned in the original box and with all the accessories you received with it.
Incomplete or damaged in transit product
It doesn't happen very often, but sometimes when a product is unpacked it's clearly damaged or has something missing. If you complete a returns form within 3 working days of receiving your product a quick replacement can usually be arranged.
After 3 working days the product is classed as faulty and you'll need to follow our faulty product guidelines.
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