Mail order customers returning faulty product within 14 days - small items less than £250
The customer is responsible for return of such items – Notebooks UK recommends Royal Mail Special Delivery service to prevent loss/ or damage. Packaging must be sufficient to prevent product damage. Carriage costs up to £6 are usually refunded.
Mail order customers returning faulty product within 14 days – notebooks & items over £250
Notebooks UK will arrange to collect goods from the address the goods were delivered to. Free collection will be available within the first 14 days from date of delivery & applies to only mainland UK – excludes N. Scotland, N. Ireland & surrounding Isles.
14 day exchange warranty on used laptops
Customers purchasing used/refurbished products are given 14 days in which to check the goods are fit for purpose intended. If software has been used then it has to be reset back to original state at time of delivery. Should products be delivered back with software used a software reset fee will be charged prior to refund.
Restocking fees
These apply to all products purchased in error or tested not to be faulty or any product purchased where the complexity of the product requires skilled installation. Restocking fees also apply to products specifically ordered for customers which don't fit the customers purpose or where a cancellation of the order did not comply with Notebooks UK terms & conditions. Restocking fee is 10% up to £1000, 20% on items over £1000 or £20 minimum whichever the higher.
Returning laptops on invoices older than 14 days for warranty repair
Goods older than 14 days will be covered by our warranty for the period stated by your invoice. Customers must firstly telephone us and advise us of the fault. Should it not be possible to resolve the fault on the telephone please follow procedure listed below to avoid problems or charges:
- On suspicion of hardware failure customer must telephone Notebooks UK to obtain RMA (Repair Material Authorisation). Failure to do this may lead to delay/loss of your repair. Boxes sent in/collected must carry this number on top. Collection & delivery service can be arranged & charged at rate-card rate.
- "Return to base" warranty means you will be required to return the goods to us & pay return carriage.
- "Manufacturers warranty" means the notebook must be returned directly to the manufacturer (manufacturers terms & conditions will apply)
- It is customer's responsibility to ensure personal software is backed up before sending notebooks for warranty repair.
- Other than the laptop itself the customer must not send in any other parts such as power supplies cases, software etc – these items are surplus to the repair run risk of loss and these items cannot be reimbursed.
- When packing the notebook we recommend a minimum 6" gap must be left between the edges of the box and the notebook. The notebook must be placed in bubble wrap and protective material such as loose-fill or foam must be used to fill the space. A double corrugated box of adequate size to allow the 6" gap must be used. Inadequate packaging will result in cancellation of warranty. Goods that arrive damaged will not be repaired.
- Customers should always use a courier with insurance to the value of the goods. Notebooks UK must sign for the goods. We recommend Royal Mail Special Delivery Service.
- Should the fault be diagnosed as software failure customers will be charged at our regular rate.
- Intermittent faults must occur at least once a day before any action can be taken by Notebooks UK. Should the customer find a fault occurring less frequently then it must still be reported for the record and a customer must keep a log of events and exactly what happens with what error messages.