Returns Policy

Hardware is a Business-To-Business (B2B) trading partner.

 

Returns Policy & Process

Last updated 13th August 2021

Other than the express provisions set out in these terms and conditions, all other terms and the implied terms or warranties relating to the supply of goods are excluded to the fullest extent permitted by law. Goods are not tested or sold as being fit for any particular application or for use under specific conditions, unless expressly agreed in writing.

In the event that Hardware, at its discretion agrees to accept the return for credit of unwanted products, the goods must be returned with Hardware's prior written agreement within 7 days of delivery. The goods must be unopened, with the manufacturers seal intact and in perfect re-saleable condition. All goods returned in these circumstances will be subject to a handling fee of 25% of Hardware's sale price for the goods, or £40, whichever is the greater.

Subject to testing to verify any alleged fault, we will accept the return of defective goods for full refund or replacement at our option, if, but only if, the goods are returned within 7 days of delivery.

All returned goods must be accompanied by Hardware's Returns Material Authorisation number ('RMA Number') which can be obtained by contacting, your designated Account Manager, Customer Support on +44 1285 771 600 or sales@hardware.com. Returned goods will not be accepted without an RMA Number. Do not write directly on the manufacturer's packaging. Please attach the Returns Material Authorisation form to the returned package. Any defacement of the manufacturer's packaging or damage caused by inadequate packaging may result in the rejection of the return or an additional restocking fee, at Hardware's sole discretion. Depending on the nature of the product purchased, we will either arrange a courier collection, or request that you return the product directly to us when we issue an RMA reference to you. Authorised product returns must be sent to: Customer Returns, Wellington House, Cotswold Business Park, Cirencester, GL7 6BQ, United Kingdom.

If we have arranged for a courier collection of your product, we are unable to specify the collection time, and it is your responsibility to ensure that someone will be present at the collection address when the courier arrives.

Hardware cannot accept liability for packages damaged during transit. It is the Customer's responsibility to wrap the product adequately to prevent damage.

In the event you have arranged the return delivery, proof of postage is not proof of delivery, you are therefore strongly advised to send your package by recorded delivery, registered post, or courier, and to insure the goods for their full value.

If following the testing process, the product is found to be in good working order without defect, we will return the product to you, and the carriage costs of this return will be your responsibility. Please note that if you have, in the meantime, required us to provide you with a replacement product before completion of the testing process, you will have to pay for this product also.

Customers who wish to make a warranty claim must comply with the manufacturer's instructions and warranty procedure. To resolve your problem as quickly as possible, we may refer you to the product manufacturer who will deal directly with the return. In these instances, we will provide you with the contact information for the relevant manufacturer.

This warranty shall not apply if the goods have been worked upon, altered or damaged in any way by the Customer or its employees or agents, or to goods not used in accordance with the manufacturer's instructions.

No software on which seals have been broken can be returned for credit. If any software discs are faulty, the manufacturer will replace them. If you are a consumer this does not affect your statutory rights. Please note Software Licences are non-returnable unless the software is materially non-compliant with its specification or the physical media on which it is supplied is defective.

Some manufacturer’s warranty terms require goods to be returned within 7 days or less to secure refund. In such instances the manufacturer's time limit will apply and therefore Hardware will only accept a return within 7 days of purchase or the manufacturer's time limit if that limit is less than 7 days. We can only accept the return of a defective product that does not meet the description if they are returned to us within 7 days. Beyond that period, you will be deemed to have accepted the goods and you must therefore check the goods promptly on receipt.

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