Warranties

Returns Procedure

1. For the return of any product/s please contact our Returns Department on 01527 51 51 50 EXT 216
2. All technical queries will be handled by our technical department, please call 01527 51 51 45 for technical support.
3. Please have ready the serial number/s for all products – we will ask for them when returning goods to us as this will show us if the product is in or out of warranty. Please note that although it is part of our procedure to gain the serial number/s before issuing a return authorisation we do realise that this is not always possible but if a product is returned to us that is out of warranty we will return it to you as we cannot action a replacement or credit of such items. The issuing of a return authorisation from us does not entitle you or agree to the issue of a replacement so please check your warranty validity; we will be more than happy to help you with this.
4. Our Returns department will issue you with a Returns Authorisation Number (RAN), Any goods being sent back to us without a RAN number being issued will automatically be returned to you. Please note that this also applies to any return made directly by your own transport directly to ourselves.
5. All RAN numbers must be clearly identified on all goods returned to us and on your supporting paperwork or Debit note. Please ensure you send supporting paperwork with the goods, we will not refuse returned goods that have no paperwork but it will greatly increase the time taken to process your return.
6. Any goods faulty within their warranty period will be replaced. In the case of faulty goods being advance replaced we will issue a Credit on return, please refer to the notes in point 3. Above, this is extremely important in the case of advance replacements as it may mean that we cannot issue a Credit.
7. Our Returns department will arrange for OUR CARRIER to collect your faulty goods. We will need an accurate count of carton quantity to be collected. Please advise us of any unusual collection times or requests. Stock cleanses must be returned to us by your choice of transport and at your cost.
8. All stock cleanse must be approved by our Chief Executive Officer.
9. Please advise our returns department if you are raising a Debit note/s, we will always send you replacement goods free of charge (excepting advance replacement or stock cleanse) – therefore your return debit note will need to be cancelled. If this is not acceptable to you then a new purchase order number must be issued to us for the replacement item. This is very important:- Please advise us if your debit procedure may cause complication.
10. Except in the instance of valid in-warranty claims return carriage is the sole responsibility of the customer / end user.

IF YOU HAVE ANY QUERIES ON THE ABOVE PLEASE DO NOT HESITATE TO CONTACT US.