1. GENERAL

1.1. This returns policy is designed to offer an efficient and effective method of returning qualifying Goods, whilst maintaining a high standard of customer service.

1.2. To return Goods to us you must obtain an RMA (Return Materials Authorisation) number. If you return any Goods you will also normally need to return with the Goods all of the original packaging, together with all manuals, warranty cards and all accessories and documentation provided by the manufacturer. Returns may not be accepted if any of the relevant packaging, accessories etc. are damaged or missing, or if an RMA number has not been obtained prior to sending back any Goods.

1.3. To ensure that your return request is handled efficiently and with least delay, please follow the procedures listed below when wishing to return Goods to us:

2. RAISE A SUPPORT CASE

You may obtain an RMA number by telephoning our Customer Service Department.

3. WHEN GOODS CAN BE RETURNED

3.1. Goods may normally be returned:

3.1.1. Where Goods are found to be faulty or damaged prior to delivery.

3.1.2. Where the wrong Goods have been delivered by the Company.

3.1.3. Where the Goods are materially different to the description we have given them prior to the Contract.

3.1.4. Where a Consumer Customer is exercising their rights under the Distance Selling Regulations.

3.2. Save where a Consumer Customer is exercising their rights under the Distance Selling Regulations where the wrong Goods have been delivered or in the case of any mis-description, an RMA will only be issued if their manufacturer’s packaging remains intact, completely undamaged by you and unopened, unless the fact that they are the wrong Goods or that there has been a mis-description could not reasonably have been determined without opening the packaging.

3.3. No returns shall be accepted in relation to Goods arising from fair wear and tear, wilful or accidental damage caused by the Customer, its employees or agents. Where Goods are delivered in more than one consignment, if the Goods in any one consignment are found to be faulty or are the wrong Goods or have been misdescribed, the Customer shall only be entitled to an RMA in relation to consignment affected.

3.4. Save where a Consumer Customer is exercising their rights under the Distance Selling Regulations an RMA will only be issued if it is requested within 3 working days of delivery of the Goods in question.

4. RETURNING GOODS

4.1. Returned Goods must be packaged appropriately to ensure safe transit and clearly marked with the RMA number that you have been provided with on the outside of the posted package (i.e. not on the manufacturer’s packaging or on any of the original packaging surrounding the product).

4.2. Where requested, the Company will endeavour to replace Goods which are subject to a valid RMA (once the Goods have been returned) but if a replacement is not possible, the Company will refund the full amount paid by the Customer for the Goods, less any deductions specified in this Returns Policy (if any).

4.3. Where Goods are replaced, a credit note will be created for the Customer’s account to the value of the Goods being returned and a new order will be created by the Company for the replacement Goods, which the Customer can track by contacting our Customer Services Department.

4.4. Where a refund is given, it will be credited to the credit or debit card used for payment in the Contract under which the Goods were purchased or, for Account Customers, it will be credited to the appropriate Customer Account.

4.5. Any Customer returning Goods which are not as per the returns request, may not be entitled to a refund or replacement for the Goods or to a refund for any shipping costs incurred in returning the goods to the Company and shipping charges incurred by the Company may be charged to the Customer.

5. DISTANCE SELLING REGULATIONS

5.1. A Consumer Customer has the right to cancel a Contract at any time up to the end of 7 working days after the day following the day they have received the Goods, save in relation to any unsealed audio, video or computer software products.

5.2. To exercise their right of cancellation the Consumer Customer must raise a support case as set out above.

5.3. If a Consumer Customer exercises their right of cancellation:

5.3.1. The Consumer Customer will be responsible for returning the Goods to the Company at their own cost within 28 days (this does not affect their statutory rights in respect of faulty or mis-described goods) having obtained an RMA. The Consumer Customer must take reasonable care to ensure the Goods are not damaged in the meantime, or in transit. In the event the Goods are not returned as required, the Company reserves the right to charge the Consumer a sum not exceeding the direct costs of recovering the Goods.

5.3.2. Once the Consumer Customer has notified the Company as set out above, the Company will refund or re-credit them within 30 days for any sum that has been paid by them or debited from their credit or debit card for the Goods.

6. OTHER EXCLUSIONS

6.1. For Business Customers, consumables (such as toner, ink cartridges, drum and paper) where the suitability and/or compatibility of the Goods is ascertainable without breaking the factory seal, will not be accepted for returns.

6.2. Software that has been opened and is not faulty or damaged prior to delivery cannot be returned in any circumstances.