Returns FAQ

We hope that you will be pleased with your purchases from Critical Power Supplies whether your purchase over the phone, via the internet or after a sales person visited you. However, there may be occasions when you will need to return items to us.

We have therefore created the following to help you.

Non Receipt Of Items

If you have not received your items you must let us know within 14 days from the estimated delivery date we provided to you. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately, we cannot investigate non-receipt deliveries after this time has elapsed. Please note we obtain a signature on all deliveries and these are stored on file.

Returns using your own method of delivery

If you elect to return the defective product to us using your own method of delivery, we will refund up to £4.50 ex VAT of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report them to us within 7 working days (please note that this is 78 clock hours for our business customers). If the items are visibly damaged on receipt, it’s best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. Please note all serial numbers are checked against sale invoices.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our repair engineers we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it’s more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Open-Box Items/Ex-Display

Please note that our open-box/ex-display stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 working days of receipt. The item must not be used and must be ‘as new’ when returned to us. Once you’ve informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Critical Power Supplies we’ll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers. (The Distance Selling Regulations do not apply to our Business customers)

Need to return an item?

You can request an RMA 24×7 via our website on your account or here.

In addition to this faq, you should also refer to our general Terms and Conditions of Sale.

What is the ISO 13406-2 standard for LCD screen pixel faults?

All LCD displays sold at Critical Power Supplies Ltd adhere to the ISO 13406-2 standard with regard to pixel faults. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of the warranty. The below is relevant to Class II LCD panels.

The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 × 768786,4320.82
1280 × 10241,310,7201.33
1600 × 12001,920,2001.94
2048 × 15363,145,7283.16
The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 × 768786,4320.84
1280 × 10241,310,7201.37
1600 × 12001,920,2001.910
2048 × 15363,145,7283.116
The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 × 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 × 5 block, per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 × 768786,4320.82
1280 × 10241,310,7201.33
1600 × 12001,920,2001.94
2048 × 15363,145,7283.16