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Shipping & Returns - RMA

 IT Hardware Group LTD promises to always deliver high quality electronic products at competitive prices. Our mission is to gain 100% customer satisfaction. However, in rare cases if you aren't satisfied with any of our products received then you can apply for an RMA (Return Material Authorization) which is subject to our terms and conditions below. At the time of placing an order the purchaser is required and assumed to agree to these terms and conditions.

Definitions

“We” or “Us” or “Our” means IT Hardware Group LTD Ltd and any authorized person acting on behalf of IT Hardware Group LTD Ltd.

“You” or “Customer”can be one of the following:

A "Business Customer" which means a customer or consumer acting on behalf of an actively trading business entity.

A "Consumer" which means an individual generally the end-consumer who is not acting on behalf of a business entity.

Non-Faulty Items Returns Policy

a) We only accept RMA requests fromyou who originally purchased them and cannot accept return requests from a third party on your behalf.

b) You must inform us in writing within 14days after receiving the item(s) if you wish to return all or part of the original order that are considered non-faulty. Any RMA requests for non-faulty item(s) received after this period will not be considered.

c) Due to almost all of IT Hardware Group LTD products being electronic in nature, we can only accept returned items that are insaleable condition.

Saleable condition is defined as meeting the same standards as newly manufactured/sourced products and still have manufacturer’s seal fully intact and are unopened and in the original packaging with all the instructions, warnings etc.  IT Hardware Group LTD Ltd reserves the right to determine salability of a product. The following fees apply if we received a returned item in saleable condition.

d) We only accept RMA requests from you who originally purchased them and cannot accept returns from a third party on your behalf.


e) You must inform us of any faulty items in writing within 14 days from the date of item(s) received by you. In case of incomplete or damaged products, we must be informed within seven (7) days of you receiving the item. In some cases, we may consider items returned after 14 days if it can be proven that the item(s) was/were faulty when delivered and did not develop fault due to customer misuse, not following manufacturer’s instructions or damaged by the customer.


f) In case of wrong power supply or voltage being used by the customer no return is acceptable.


g) Upon receiving RMA for faulty item(s), our technical team will investigate and offer help via phone and/or remote access to rectify any problems. However if the fault remains and cannot be rectified then the customer would need to post the item(s) back to us (proof of postage must be obtained and is required by us to process any refunds). In case of incomplete/damaged goods received by the customer, the sales team will try to re-fill the order, however, this is subject to further stock being available. We will try our best to repair or rectify the problem within thirty (30) days. If the problem cannot be rectified within this time-frame then customer will post the item(s) back to the address indicated on the RMA to claim any refunds. Proof of return postage must always be kept to certify return and ensure the correct claim for shipping cost can be made.


h) No re-stocking or shipping fees will be paid by the customer in case of a successful faulty/Incomplete/Damaged item return.


i) We will normally issue a full refund to the customer within 14 days from the date the item is received at our warehouse.

 

Fees – Non-Faulty Items:

a) IT Hardware Group LTD Ltd will impose a £30 will be charged on product value of £150 and on above £150 value product 25% restocking will be applied, unless the return is proven to be due to an error on our part such as we shipped the wrong part etc.

b) If the initial payment for the order was made using a credit card then a 3% fee may also apply.

c) For international orders, all import charges and/or custom fees will be charged to you where these apply. These will be communicated to you (if applicable) after we receive the RMA request.

d) All return postage (a proof of postage must be obtained and is required by us to process any refunds) will be paid by the customer.

e) Subject to all of the above, we will issue any refund due to the customer within 14 days from the date the item is received at our warehouse.

Faulty Items Returns Policy
d) We only accept RMA requests from you who originally purchased them and cannot accept returns from a third party on your behalf.

e) You must inform us of any faulty items in writing within 14 days from the date of item(s) received by you. In some cases, we may consider items returned after 14 days if it can be proven that the item(s) was/were faulty when delivered and did not develop fault due to customer misuse, not following manufacturer’s instructions or damaged by the customer.

f) Upon receiving RMA for faulty item(s), our technical team will investigate and offer help via phone and/or remote access to rectify any problems. However if the fault remains and cannot be rectified then the customer would need to post the item(s) back to us (proof of postage must be obtained and is required by us to process any refunds).

g) Incase of wrong power supply or voltage is used then no return is acceptable.

h) No fees will be paid by the customer in case of a successful faulty item return.

i) We will normally issue a full refund to the customer within 14 days from the date the item is received at our warehouse.

Procedure for Returning Products

Products that are returned to  IT Hardware Group LTD require a Return Material Authorization (RMA) which can be requested from our Customer Service department or by emailing a written request to sales@ithardwaregroup.co.uk

 

The following information will be required to issue the RMA:

IT Hardware Group LTD invoice number & Customer P.O. number or Delivery reference number
Date of purchase
Part number / description / quantity (if items were purchased in pack quantities then only full pack quantities will be accepted for return)
Reason for the return.

Shipping returns to IT Hardware Group LTD with an RMA

Products authorised to be returned on the RMA will be need to be posted to the return address as indicated on the RMA.
IT Hardware Group LTD should receive returned product(s) within 14 days after issuing the RMA. Items received after this period will void the original RMA.
If we are organising the transportation of the products to be returned, instructions will be provided by Customer Service to organise collection of the products to be returned by a carrier selected by us.
Inspection of returns at IT Hardware Group LTD

Unless faulty,only the returned item(s) received in salable condition, see Non-Faulty Returns (c), will be considered for return and credit. At arrival of the return products, We will determine whether returned products are in a sell able condition.

 

Products received in a non-salable condition will be handled in one of the following ways:
Refurbishment of the products returned – IT Hardware Group LTD will determine refurbishment costs and inform Customer Service
Destruction with Customer approval, including any applicable scrapping charges.
Return of the product to the customer, including any applicable transportation charges