9.0 Frequently asked questions (FAQ’s)
Components
Q. If I live local to <snip> can I return the item into your store?
A. Yes, we strive to make the most convenient methods available to our customers. Items can be returned to us at our Technical Counter along with a proof of purchase (i.e. order acknowledgement).
Q. How long will it take for me to get a replacement item if I bring a faulty product into your store?
A. If the item has been with you for 7 days or longer from the date of delivery and you suspect the item to be faulty, the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days.
Q. Can I have a refund for a non faulty item?
A. For mail order goods only, we will offer a full refund for an item returned within 7 days of purchase, in ´as new´ and resaleable condition. After 7 days, our policy is to replace only.
For goods purchased through our showroom, contact our Returns department on <snip>.
Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it. However, certain high value goods can only be refunded if it is returned within 7 days. If the item was purchased by credit card, the cardholder MUST bring the card in to process the refund.
Q. I purchased a defective item, can I have a refund on postage?
A. For mail order goods, we will only refund postage up to £6.46 on defective items within 30 days of purchase, after this period back to base warranty applies. For items over £70 within 30 days, will be collected by <snip>.
<snip> Built Systems
Q. I purchased on-site warranty with my <snip> built system and experiencing problems, who do I contact?
A. <snip> warranty company; Customer Services department on <snip>
Q. I’m experiencing problems within 7 days of receiving my <snip> built system, who do I contact?
A. If you live local to <snip> you can bring the system into the Technical Counter. Alternatively, we will arrange for the system to be collected by our courier. The system will be regarded as a priority by our technical department.
Q. I’ve purchased a <snip> built system with on-site warranty, and experienced problems after 7 days, who do I contact?
A. <snip> warranty company, customer services <snip>.
Q. I´ve purchased a new system from you without additional warranty, and experienced problems after 7 days, who do I contact?
A. If you live local to <snip> you can bring the system into our Technical Counter. Alternatively, we will arrange for the system to be collected by our courier. The system will be diagnosed within 10 to 14 working days.
Q. I’m experiencing problems with my DIY system, who can I contact for help?
A. Firstly contact our technical Support on <snip> to investigate the problem and see if it can be resolved over the phone. If we can’t remedy the problem, the system can be sent to us and the problem investigated within 14 working days.
Thats the terms they have on there website, I got my goods as a Shop Order, I went and bought it there.
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