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Returns Policy & Process

Last updated in August 2019

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.

Hardware shall use its skill and expertise to carry out any contracted works (the “Service(s)”) to a standard equivalent to that of a competent computer professional, and shall warrant our work as free from defects, for a period of 30 days after completion. In particular, we cannot be held responsible for any fault or damage not caused by Hardware’s engineers or its contracted agents. In the event of a claim arising relating to the level of skill and judgement applied in the course of providing Services, Hardware reserves at its sole discretion the right to appoint an independent expert in the field to appraise the work carried out in the execution of the Service(s). Additionally, Hardware cannot be held responsible for equipment installed or configured when the equipment has subsequently been altered or configured by persons other than Hardware. Except as set out here, all other express or implied terms or warranties relating to the Services are excluded to the fullest extent permitted by law.

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 write the RMA number on the address label provided with the Returns Material Authorisation and attach it 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. If the goods are found on inspection to be defective, the cost of returning the item will be refunded to you. Authorised product returns must be sent to: Customer Returns, Wellington House, Kemble Enterprise Park, Cirencester, GL7 6BQ, United Kingdom.

Hardware offers a “no charge” collection, repair and delivery service (on the UK mainland only) for hardware which is shown to be faulty provided that the fault is reported within 7 days of delivery. 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.

Proof of postage is not proof of delivery and 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. On receipt of the returned product, we will test it to identify the fault you have notified to us.

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. In order 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 manufacturers require goods to be returned within 7 days or less in order 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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