OUR RETURNS POLICY
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 20/05/2015
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning that the process may take longer.
YOUR STATUTORY RIGHTS
Our Returns Policy does not affect your statutory rights.
For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.
RIGHT TO CANCEL
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post).
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, with the exception of cost of delivery. Please refer to section on refund of Postage costs.
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
- 14 days after the day we receive goods back from you
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
HOW DO I ARRANGE A RETURN?
For all items you wish to return please contact us first to request a return merchandise authorisation (RMA) form by email firstname.lastname@example.org and follow the instructions to authorise the return of goods.
For faulty goods still within their manufacturer warranty you may want to consider contacting the manufacturer of the product directly before contacting digital world solutions.
RETURNING UNWANTED/NON-FAULTY GOODS
Any item may be returned for any reason within 14 days of the date of receiving your order provided it remains in a saleable condition with original packaging intact and no retail seals broken. We will refund the price of the item after we have inspected the goods and confirmed the condition of the goods as appropriate for a refund.
Please note that, with the exception of faulty merchandise, we cannot accept software or goods containing software where the seal has been broken or the software has been registered. If any goods containing software that has been opened, used or registered are returned, a 25% fee will apply to compensate us for the loss of software element of the goods in question. This does not affect your statutory rights.
Please send your returns in by post only once you have received a return merchandise authorisation (RMA) confirmation from digital world solutions. We strongly advise you to use a secure signed-for delivery service and that the cost of returning the goods is your responsibility.
RETURNING FAULTY OR DAMAGED GOODS
If your goods arrive faulty or develop a fault within the warranty period, you can either return them to digital world solutions for repair/replacement, or contact the manufacturer directly, whose customer service teams can help fix many common problems over the phone or via email.
If you wish to return a faulty product to digital world solutions, please first contact us to request an RMA form by email email@example.com then follow the instructions to authorise the return of your goods.
Please send your returns in by post only when you have received an rma confirmation from our customer service team - we strongly advise you to use a secure signed-for delivery service. Please note; in order to ensure a good service, digital world solutions may offer sending its own carrier to collect the parcel from you.
Most manufacturers will deal directly with customers who have goods under warranty, and as the experts on these items contacting them directly can be an efficient way to solve your issue. H
HOW LONG DOES A REPAIR TAKE?
If you have returned a faulty item to us we will do our best to repair it. Digital world solutions works in together with several repair centres across the UK, but this can take up to a month in some cases.
In the event that goods returned are deemed not to be eligible for a free repair (e.g. liquid or customer damage), and the repair estimate is refused, then a charge of up to £75 will be payable before such goods can be returned.
This covers the repairer's fees when diagnosing the cause of any faults or no faults found.
GOODS DAMAGED IN TRANSIT
Your goods should reach you in perfect condition, but if a parcel arrives partly or completely damaged you should write those issues directly onto the delivery note in the presence of the delivery courier.
If no issues are raised at point of delivery, the parcel will be considered as delivered in good condition and no subsequent claims or complaints can be accepted by digital world solutions. After this, should you want to pursue any issues further with the courier, you must put in a claim in writing directly to the courier within 3 days (public holidays excluded) following the day of delivery. This claim must be sent by registered post with a form for acknowledgment of receipt.
Please be aware that comments on the delivery note such as 'subject to unpacking/inspection' or 'damaged box' have no legal standing; if you are not happy with the condition of your parcel and/or products, please refuse it on delivery. Send your photos (if available) by e-mail to firstname.lastname@example.org . We will contact the courier and do our best to find a solution and get you your goods in proper condition.
Any unclaimed parcel that is returned to digital world solutions can be sent back to you provided that you repay the delivery fees.
IF YOU HAVE TO REFUSE A DELIVERY:
If refusing a delivery and sending it back to digital world solutions because the goods have been damaged in transit, please take photos of the damaged parts of the product, the whole parcel and the whole product(s). Also give a detailed description of the damage on the delivery slip.
Contact us before 10am on the morning following delivery, by e-mail email@example.com. We will contact the courier and do our best to find a solution.
If the courier does not offer to stay when you open the parcel, then accept the parcel and cross the 'received in good state' (or similar) reference above the addressee signature space on the delivery note. explain that you were not able to check the state of the parcel and goods because the courier would not stay with you while you checked your parcel.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at firstname.lastname@example.org or by post at Customer Service Department, Digital World Solutions, UNIT 4, Brock Way, Knutton, Newcastle-under-Lyme, Staffordshire, ST5 AZ