No reason - you are simply exercising your right under the terms of the Consumer Protection (Distance Selling) Regulations 2000 to return goods within 7 days of delivery and the item is unused and appears unopened. Please pack the item(s) as received. Type a note to accompany your return. The note should please be typed (not handwritten) and include the following in order to ensure a fast response from us:
1. The Shopping Cart order code like "SAxxxxxxxxxx" (the "Keep-me" number) and your invoice number like 12345NM.
2. Your full name, postal address, postcode or zip code (if any) and the telephone number if you want a replacement (the carrier company insists on having the delivery address phone number). Please state whether you are expecting a refund or an exchange (or whether you've already had one).
3. A brief description of the problem: If it's a problem with the item(s) not functioning correctly, please include a copy of your email discussion with our technical department. This will help minimise our testing time. If you have not yet discussed it with Technical, please send them an email now as they have to authorise exchanges.
4. The description and order code of each item in question, as in our catalogue, unless it is absolutely obvious what you are referring to. (Our Sales staff have no technical knowledge so, for example, if you call a power supply a regulator or a receiver a decoder, they will have no idea what you mean).
5. On the outside of the package please write clearly the word "RETURN" followed by either the shopping cart order number (or a Returns number if we give you a different one).
6. In the case of damage to the package and contents, a couple of photographs would assist our claim against the carrier. Obviously we don't want you to go to any trouble over this but, if you happen to be a whizz with a digital camera, we'd be most grateful. Please be sure to return the damaged packaging if possible.
(Obviously none of this is mandatory but it does help to speed things up. If we receive an item with insufficient information we'll put it aside until somebody has time to investigate.)
7. In most cases we will ask you to return the item to our Sales office but in some cases we'll ask you to send it to whichever warehouse it came from. This is to save time. Please note that the stationery warehouse "Staples" currently offers an £8 delivery service using DHL, which may be convenient if you are near a branch. Simply hand over the parcel and fill out the form. £8 covers any weight up to 30kg.
If the item is incorrect through an indisputable error on our part then there should be no cost penalty. We will refund any reasonable postal charges that you incur. In some circumstances we may be able to arrange collection from a business address where someone will be available to hand over the package between 8am and 6pm.
8. If the item is not faulty and was correctly delivered according to your order, then we will not refund postage or carriage charges. In addition we may levy a testing and restocking fee not exceeding £10 or 10% of the item value, whichever is higher.
9. If the item is faulty because of misuse or negligence or because you ignored instructions provided by us for viewing on a web page or by download or printed on paper then we may refuse any refund.
10. In the case of eBook refund requests, all we require is confirmation that you have deleted all copies. It would also be useful to know WHY you want a refund in case there's a problem that we can put right.
If you have any other question, please read our useful Help pages (FAQs) then, if necessary, ask Technical instead. Unfortunately, SALES can not reply to TECHNICAL questions about products as we do not have the expertise.
You statutory rights are not affected. Please also refer to our Terms & Conditions.
