RETURNS AND REFUNDS

  1. All claims of damage present on delivery and claims that the warranty in condition 10 has been breached must take place in accordance with the provisions of this condition 9 and the Supplier’s Return Policy in force from time to time a copy of which can be obtained from the Supplier’s order management team, or on the Supplier’s website.
  2. If the Buyer considers that any Goods delivered to the Buyer were damaged on delivery or not in compliance with the warranty in clause 10 the following process must be followed:
    1. The Buyer must notify the Supplier in writing within 10 Business Days of the damage or the alleged breach of warranty. Such notice must include details of the Goods alleged to be damaged or in breach of warranty, the Order to which the Goods relate and details of the damage or alleged breach of
    2. On receipt of notice in accordance with condition 9.2.1 above, the Supplier’s technical support team will contact the Buyer and request that tests are performed by the Buyer in accordance with the instructions of the Supplier’s technical support team (“Phase One Testing”).
    3. If the Phase One Testing does not provide a conclusive result then a returns order will be generated by the Supplier and the Goods must be returned to the Supplier in accordance with the Supplier’s instructions for further testing (“Phase Two Testing”).
    4. If either Phase One Testing or Phase Two Testing reveals that the Goods are damaged or in breach of the warranty in clause 10, the Supplier may at its sole discretion provide the Buyer with a credit note for the full price of the Return Goods, excluding any delivery charges, duties, taxes or other charges or provide the Buyer with replacement Goods (whereupon it shall have no further liability for a breach of the warranty in condition 10.3 in respect of such Goods).
    5. If the results of Phase One Testing and/or Phase Two Testing reveal that there is no damage or breach of the warranty in clause 10, the Supplier will not accept return of the Goods and will not issue any credit note in respect of such Goods. If the Goods are in the possession of the Supplier, then the Buyer must collect the Goods, at its own cost and risk within one calendar month of notification that there is no damage or breach of warranty. If the Buyer fails to collect the Goods within one month of notification that there is no damage or breach of warranty, the Supplier will be entitled to sell the Goods to another party will full title guarantee. No refund will be issued to the
    6. The Supplier shall have no liability in respect of damage or breach of warranty in the Goods arising or caused on or after delivery has
  3. If the Goods are not damaged or in breach of the warranty in clause 10 but the Buyer decides that they no longer want Goods that have been ordered and delivered and would like to return them to the Supplier, then the following steps must be taken:
    1. The Buyer must notify the Supplier in writing within 10 Business Days that they wish to return Goods. This notice must be submitted in writing to the Supplier by sending an e-mail to [email protected]
    2. The Return Goods to be returned in accordance with condition 9.3.1 must be returned to the Supplier’s Premises within 15 Business Days of delivery. Such return is to take place between the hours of 9:00am and 4:00pm on a Business Day and at the cost and risk of the Buyer.
    3. All Return Goods must be correctly packaged and labelled with the unique order return number generated in the original packaging following submission of the return order form in accordance with condition 9.3.1 above.
    4. Once Return Goods are received by the Supplier they will be checked by a member of the Supplier’s Technical team. Provided that the Return Goods have been returned in accordance with the provisions of this condition 9.3 and the Return Goods are in re-saleable condition, a credit note of 85% of the value of the Goods (including VAT) will be issued.
  4. If any Goods are delivered to the Buyer in error, the Buyer agrees that it shall notify the Supplier within 10 days of delivery. In the event of a genuine error on the part of the Supplier, the Supplier will arrange for the incorrect Goods to be collected. Until the incorrect Goods are collected, they must be stored in accordance with condition
  5. Any cash refund to be made under this condition 9 will be made by electronic transfer to the account from which payment was originally The Supplier will aim to process any refund minus any transactional costs, so that it reaches the Buyer’s account within 28 Business Days of the Supplier confirming that a refund will be made.
    1. Notwithstanding the contents of condition 9.5 above, if the Supplier has delivered the Goods as a result of direct marketing and the Buyer has cancelled the agreement during the cooling off period, or if the Buyer did not have an opportunity to examine the Goods before delivery, and has rejected same on delivery, the Supplier shall refund the Buyer with 10 Business Days of confirmation of such cancellation or rejection. The provisions of this clause shall not apply where the Goods have been disassembled, altered, permanently installed or combined with other Goods or where there is a public regulation prohibiting the return of the Goods. In the event that the Goods have been used or need to be repackaged, the Supplier may charge the Buyer a reasonable amount for such inconvenience.
  6. Any replacement Gods to be sent to the Buyer will be delivered in accordance with the delivery procedure in condition 6.
  7. The Supplier shall have no liability in respect of any costs incurred in respect of the de-installation and / or re-installation of replacement Goods, including but not limited to the cost of any equipment and/or labour required.
  8. The Buyer shall not be entitled to return any Goods which are not suitable for their purpose, if for reasons of public health or public regulation such returns are prohibited, or, after having been supplied to the Buyer, the Goods have been partially or entirely disassembled, altered or combined with other goods or property.