Returns Procedures And Deliveries.
Our returns procedure compliments our sales and conditions, the procedure has been created in line with UK Distance Selling Regulations and have been verified as customer-friendly by IMRG.
Your statutory right to cancel will not be affected by the below-mentioned conditions.
Relevant sections from our terms and conditions.
16. Returns: all returns must be agreed with Critical Power Supplies and be registered under its returns procedure. Critical Power Supplies reserves the right to reject goods arriving at its factory or premises that are not so recorded or clearly marked with the correct returns number. Returns will be subject to a handling fee.
27. Returns and Cooling-Off Period: in addition to section 16 of the Critical Power Supplies Ltd standard Terms and Conditions of Sale re returns, Under the distance selling rules there is a seven working day cooling-off period which starts the day after delivery during which the order may be cancelled. A cancelled order within the distance selling rules timeframe will be processed through our return material authorization process. The sender is responsible for all return charges including freight and insurance and must take reasonable care in returning the goods and items included with the product when it was delivered. During the return material authorization process we require the following:-
Confirmation of original order number.
Reason for return.
Serial number confirmation.
Working condition status of the product.
Note: Unfortunately we cannot accept returns of software which has been purchased and subsequently the seal has been broken on the box.”
A customers right to cancel can be taken out in writing, over the phone, via fax or email. A customer can contact us on 0800 978 8998 or by fax 0845 519 3639 or by email at [email protected]
This information is required to help us process your return and they do not represent an obligation for effectively exercising the right to cancel
As part of our service your Critical Power Team here ensures that all products are picked, packaged and delivered to the highest possible standards to minimise any potential for damage during transit.
Before any goods are signed for, you should check that there is no damage. By signing for the goods you are accepting the delivery is in perfect condition. If there is any damage, please do not sign for the goods and notify us as soon as possible that you have refused the delivery. At times we appreciate with large deliveries this may not always be possible, so should you find that within 48hours (clock) of delivery there are damaged products, please notify us for a replacement to be despatched via telephone or e-mail.
Please note this does not apply to bespoke, three phase UPS or heavier critical power solutions. Once these have been signed for we are unable to accept responsibility for any damage and we will support you through our service team.
Goods ordered may be returned within 28 (calendar) days this date includes the 7day from receipt of goods notification deadline of a desire to return the goods for consumers or business users. from the date of delivery for a full product(consumers) and partial refund(business users) refund including VAT, providing the following conditions are fulfilled.
Business users waive their right to a return process and a full refund including VAT and each case will be reviewed on a case by case basis.
All returns are subject to quality and workshop review once received by Critical Power Supplies, Business users are subject to the following conditions when goods are returned to us which have been ordered.
|Type of Customer||Type of product||Cost/Discount Applied to Refund||Time for Processing|
|Consumer||Standard Consumer product||If returned within 28days (calendar of start of refund no Cost/Discount||14days|
|Consumer||120V or non cancellable products||If returned within 28days (calendar of start of refund no Cost/Discount||14days|
|Business users||Standard Products||0% if RMA requested within 2 working days of receipt||14days|
|Business users||Standard Products||15% if RMA requested within 7 working days of receipt||14days|
|Business users||120V or non cancellable products as stated on your order acknowledgement||Cannot be returned to us||NA|
Where RMA’s are requested outside the 7 working day period, Not received back in 28 Calendar days, Damaged or Incomplete:
|Type of Customer||Type of Product/Damage||Cost/Discount Applied to Refund||Example.|
|Consumer||Standard Consumer product||If returned within 28days (calendar of start of refund) no Cost/Discount||NA|
|Consumer||120V or non cancellable products||If returned within 28days (calendar of start of refund) no Cost/Discount||NA|
|Business||Standard Products||20% discount if RMA requested outside 7 working days of receipt||outside 7day period|
|Business||Standard Products||50% discount if RMA requested outside 14 working days of receipt||outside 14day period|
|Business||Standard Products||75% discount if RMA requested outside 21 working days of receipt||outside 7day period|
|Business||Standard Products||100% discount if RMA requested outside 28 working days of receipt||outside 7day period|
|Business||Damaged Product Packaging||Replacement Packaging at £50.00 ex VAT per product||Not using clear tape, document pockets, labels and the client will need to accept the costs before work commences|
|Business||Damaged Products||Depending on the work shop report, a cost to refurbish the product will be issued||Sent within 3days of receipt and the client will need to accept the costs before work commences|
|Business||Incomplete Products||Depending on the work shop report, a cost to refurbish the product carton will be issued||Sent within 3days of receipt and the client will need to accept the costs before work commences|
Note: Critical Power Supplies provides the above in order to allow everyone to know the timescales for returning products on a sliding scale from a zero for consumers to 10% charge to refurbishing products. Where Business users accept the restocking fee, then return the product but do not keep their credit account in line with the terms provided for the credit account and an RMA be part of the account not being kept up to date, the whole RMA will be returned to the Business Customer and the original full invoice value be reinstated for immediate payment.
Goods returned must be received in as new condition with all software and product seals intact.
The product serial number on the returned product should match the serial number we have on record for the product we dispatched to you.
Carriage costs for returning the goods are your responsibility and we recommend you insure your return to us.
The goods remain your responsibility during transit and until signed for by us. Signed for goods does not mean we have checked your items or they are covered by our insurance while they wait for inspection.
Please note where goods ordered are requested by you and specified by you, returns authorisation is subject to authorisation and reviewed on a case by case basis.
You will need to complete the RMA forms on the support page within the support section of our website to notify us of your RMA request. Please provide pictures of your return and state the condition of the item as part of your request. We cannot process an RMA request via any other method. Our website is open 24×7.
Software may only be returned if the seal has not been broken.
Please note that only once your order has been received back and your RMA processed can a refund be approved and processed by our finance team. If you fail to return a product in line with the above conditions or if it is not received within 7days (calendar) of you providing notice to us in writing that you are cancelling the contract we will cancel your RMA.
Your statutory rights are not affected by any of the terms above.
Should you not be in when our carriers call to deliver your Critical Power order they will leave a contact card and reference number. Please call this contact number to arrange a convenient time for your delivery. Please see the following table for missed delivery actions.
|Economy service kerb side||Our carrier will try up to 3times to deliver your order, however if the first delivery is missed you will need to call to re-arrange the delivery.|
|Timed Delivery kerb side||For low weight items – Our carrier will try up to 3times to deliver your order, however if the first delivery is missed you will need to call to re-arrange the delivery.|
|Timed Delivery & Positioning||If the delivery slot is missed or aborted on the day of delivery you will be charged in full for the missed delivery. To have your order re-arranged you will be notified of the new delivery charge and you will need to approve this charge in order for re-delivery to be attempted.|
Note: Only specialist delivery teams can help unpack and position products as these are charged at specific rates relating to each order and delivery specifics.