NotebooksUK.com Ltd (trading as Notebooks UK), registered in England #03748685.
Reg. address: Windsor House, Bayshill Road, Cheltenham, Glos., GL50 3AT.

Terms & Conditions of Business

Date published: 31 March 2000 (updated 5th May 2007)

The Terms and Conditions Below apply to all sales/repairs/services and cover expected conduct, usage & levels of knowledge required by the customer for proper operation of goods purchased. Please also see Returns, Refunds & Exchanges for more information.

Internet & email usage

All customers purchasing laptops or pc's with intention to use the internet/email are advised to purchase & install anti-virus & firewall products to ensure correct function of equipment. Customers must also downoad virus definition updates from the manufacturers website preferably prior to internet use or instantly upon first connection.

Who is responsible for what?

Customers purchasing laptop/pc hardware will be covered for hardware failures & issued with a 30 day free telephone support from the date of purchase relating only to the hardware & software supplied. Customers purchasing computer equipment are expected to have necessary computer skills in order to effect proper operation. A comprehensive range of support packs is available at ratecard rate to educate customers in key skills and help customers to work around problems. All customers are entitled to free inhouse computer 'MOT' test if worried about computer operation.

Notebooks UK is responsible for good hardware operation of the laptops/PC's supplied. Where software fault is suspected customers may be asked to reset system software by means of a recovery disk where provided, where no recovery disk provided customer must have adequate computer skills (see skills required section) to reset software manually. The key reasons for software failure are: virus, deletion of operating system files, nstallation of rogue software, installation of faulty service pack, faulty or incompatible device drivers. Customers automatically accept 'Operating System' terms & limitations.

Skills required by customer for proper operation of a laptop/pc & to avoid service charges

Customers who are new to PCs or do not have the basic knowledge listed below are strongly advised to purchase a software support service pack. The basic level of knowledge required by our customers is as follows:

Ability to format hard disks leaving the hard drive bootable to c:> prompt – and ability to make bootable floppy/cd disks with cd drive support or
Ability to reinstall the operating system supplied or install new operating system to suit own needs.
Ability to install an additional devices & skills to download & install appropriate drivers
Ability to download software patches/service packs & updates for system hardware/operating system/antivirus programs.
Must have basic knowledge of opening & closing programs starting & shutting down your PC – ability to make directories, name/save & retrieve files.
Ability to run: setup/install files using 'run' command from 'start menu'
Ability to test your modem by running a modem diagnostic & dial out tests.
Ability to backup personal files to a device such as CDR/DVDR, USB key or any other form of removable storage.
Ability to run on-line virus scans & download virus definition files (applies to internet & email users)
Ability to look for drivers/updates on the internet for your operating system, computer & peripheral devices used.

Don't have these skills? – no problem our skilled technicians will help resolve problems at ratecard prices.

On Site Service Customers (Local Customers Only)

Local customers who have paid for on-site services or service contract do not require personal computer maintenace skills.
When installing equipment on site Notebooks UK must insist that services required such as provision of adequate power, telecoms & network sockets. In some cases Notebooks UK requires the provision of a live internet connection. A callout fee will be chargeable should the necessary facilities not be available.

On Site Installations (Local Customers Only)

When installing equipment on site Notebooks UK must insist that services required such as provision of adequate power, telecoms & network sockets. In some cases Notebooks UK requires the provision of a live internet connection. An additional callout fee will be chargeable should the necessary facilities not be available.
A 14 day grace period will be given on all equipment supplied & installed on site after which time a return to base warranty will apply. Customers requiring further on site work should consider on site contract services.

Before the Sale

Goods are sold in the condition described. All laptops will be supplied with a mains lead AC adaptor. No other parts or accessories/books items are supplied unless otherwise stated in product description. Products with modems will be supplied with a UK crossed modem lead.

Descriptive Terms Used – Interpretation of condition of product supplied:

New – means the product is unused & carries a manufacturer's guarantee.
Ex-demo – means the product may have been used for short period of time for display/demonstration/trial purposes. The condition of the product will be as new.
90 day refurbished – means that this product was probably sent back to the manufacturer within 90 days. These products would look new and would have had little or no use. Warranty will vary but as a rule most of these products carry full manufacturer's warranty.
Used A grade – means that the product has been used with no obvious signs of wear for its age. Warranty would be based with Notebooks UK.
Used B grade – means that the product has been used, there may be scratches, signs of wear, minor cracks, cosmetic blemishes, plastic covers missing, & if disclosed in specification cosmetic damage, however the product will be in perfect working order unless otherwise stated and fit for the purpose. Condition will be described in product details. Warranty would be based with Notebooks UK.

Mail order customers – care to be taken at time of delivery

Whilst all care & attention is taken to ensure that your notebook reaches the customer in perfect condition customers must observe the terms of goods in transit insurance

All breakages must be reported to us by phone call or fax within 48 hours of receipt - please report condition of parcel(s) as these can be used as proof of damage to the courier concerned & you must keep all packaging including the box and packaging inside. If box is visibly damaged/open/split please sign delivery slip accordingly. Failure to do this may invalidate your goods in transit insurance.
Missing items must be reported within 7 days of delivery. Items reported later than that will not be replaced.

Refunds Returns & Restocking

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 and/or damage – packaging must be sufficient to prevent product damage. Carriage costs may be refundable depending on circumstances.
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. Free collection will only be available within the first 14 days from date of delivery. Free collection only applies to mainland UK – excludes N. Scotland, N. Ireland & surrounding Isles.
30 day exchange warranty on used laptops – customers purchasing used/refurbished products are given 30 days in which to check the goods are fit for purpose intended. If software has been used products have 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 at rate card rate.
Full refunds are acceptable within 14 days of supply if the product supplied is faulty. Notebooks UK have the right to test any item prior to issuing a refund. Any new item found not to be faulty will be subject to an assessment fee at rate-card rate and will be returned to the customer. Customers purchasing used product may be offered an exchange.
Restocking policy. Notebooks UK may accept working product returned within 14 days of purchase on discretion of the manager but reserves the right to refuse to restock product where the item has been bought in for the customers specific use or is a specialist or costly product that Notebooks UK may find difficult to resell. In situations where goods are accepted back a restocking fee will be charged as follows: - 10% on goods under £1000 inc vat and 20% on goods over £1000 inc vat or minimum £20 whichever is higher.
Notebooks UK reserves the right to charge software re-installation fee @ rate-card rate to prepare the product for resale if the customer has not already done so.
Copies of invoices will be provided free of charge for 6 months from the date of purchase – admin charges will be charged at standard rate outside this period.

Exchange Guarantee on Notebooks

Goods have to come back in the same condition as supplied. (software has to be reset to state supplied)
30 day exchange guarantee is offered on USED, EX DEMO AND REFURBISHED NOTEBOOKS ONLY.
30 day exchange guarantee DOES NOT APPLY TO NEW NOTEBOOKS.
If the customer is dissatisfied for any reason with a used, ex demo or refurbished notebook customer can return it to Notebooks UK within 30 days of the "date shipped" for an exchange to the same or higher value notebook – customer may be required to pay the difference in costs.
If the customer has used the software supplied on a laptop it must be reset back to supplied state before exchange. Should Notebooks UK have to reset the software on a notebook brought in for exchange this will be charged at rate-card rate.

Cancellations of mail/internet/telehone orders

Any cancellations must take place on the same day of the order and prior to despatch of goods @ 15.30pm of that day. If the goods have been ordered for the customers specific use then cancellations may not be possible once ordered & despatched from supplier.
Customers are advised to take the name of the person who accepted your cancellation as well as your order number.
Customers who change their minds on goods already despatched and have refused delivery of such items will be charged an additional £50 for delivery and administration and will be billed a restocking fee (see Refunds, Returns & Restocking section). The balance will then be credited back.

Important instructions for using computers & laptops do's & don'ts

Customers must not operate computer equipment sold outside the temperature range 10 to 50 degree Celsius – must not operate if equipment shows signs of condensation – especially if the computer has just been delivered on a cold day or left in a vehicle overnight - users must allow a minimum of an hour for temperatures to adjust to warmer environments. Operating damp or overheated equipment stands risk of serious equipment damage.
Customers must not operate laptops in humid environments – damp or humidity damages all computers (except ruggedised equipment sold at a premium) usage in these environments will result in equipment failure, blown integrated circuits, furry components & rust. Damp conditions will greatly shorten equipment life expectancy.
Do not use near calor gas heaters or close to any butane based heating system – these systems pump out water as a by-product and will kill computer equipment through condensation.
Do not shock or drop - If notebook have been shocked or dropped, then Notebooks UK suggests an electronic examination prior to use – for electrical safety reasons – hard disk damage is most likely – data loss may occur if left unchecked.
Do not use excessive force to open or close the notebook – if the hinge feels stiff or show minor cracks near hinge area – stop using product & report immediately – DO NOT FORCE HINGES or serious physical damage will occur – this kind of damage will not be covered under warranty.
Do not rest objects on the notebook lid or the keyboard – as physical damage of components may occur.
Switch off immediately if laptop has come in contact with any liquid by removing the mains plug & main battery and turn the notebook so the keyboard faces the ground and leave to dry in a warm place. Customers must stop using the computer until it has been examined by our electronics engineers to prevent further damage.
When leaving the notebook switched on for long periods of time (7 or more days constant usage on mains) it is our advice to remove the battery and continue operating the notebook on mains power, this should prolong the life of the battery & relieve component stress.
Battery recharging times vary with manufacturers. Modern notebooks have power management to control battery charging circuit. On average it takes 2 hours for batteries to fully charge. New batteries or batteries which have not been charged for more than a month may need longer periods to charge.
Any loose items inside the notebook that rattle or roll around inside the casing must be reported immediately, customers must stop using the product and send it in for an electronic evaluation. These items carry a risk of causing electronic damage to your computer.
Customers using Windows 95/98/Me are advised to make at least one start-up boot disk. This is normally done by clicking on 'start' then 'settings' then 'control panel' then double click on 'add remove programs' then click on the tab labeled 'startup disk' then click on 'create disk'. Notebooks UK charges for this service & this cost can be easily avoided – these disks are sometimes required for fault fixing & diagnosing hardware faults.
All personal files on the notebook hard disk should be backed up to a reliable means of removable storage such as CDR/DVDR, USB pen Drives, Zip drives, External PCMCIA/Firewire/USB hard drives – this equipment is available for purchase from Notebooks UK – customers who fail to backup run risk of data loss.
Notebooks UK is able to make personal recovery disks if requested by the customer – this service is chargeable at ratecard rate.
Equipment permanently connected to mains or telephone lines should be protected by telephone & mains surge protectors. Freak weather such as thunder/electrical storms can cause serious damage to equipment which would not be covered under warranty
Laptops have been tested for operation on level services. Using laptops on bed-sheets/ pile carpet or any other soft or uneven surface may result in blockage of exhaust/air inlet areas. This will almost certainly result in premature processor failure & heat damage. The same will also occur if laptops are put away in carry cases without being turned off.

Warranty on notebooks/PCs – claiming & conduct

On suspicion of hardware failure customer must telephone Notebooks UK to obtain RMA (Repair Material Authorisation) number to allow Notebooks UK to track incoming repairs. Failure to do this will delay your repair process. Boxes sent in/collected must carry this number on top. Collection & delivery service on Notebooks UK warranties can be arranged & charged at ratecard rate.
The term of your warranty period is stated on your invoice and starts from the "date shipped".
"return to base" means goods have to be returned to Notebooks UK. & carriage costs paid for by the customer.
"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. No responsibility will be taken for loss of software on customers laptop/pc during the repair process – whilst it will not be Notebooks UK intention to wipe/alter software – in some cases to resolve faults Notebooks UK will have no alternative but to erase the contents of your hard drive. Notebooks UK cannot be responsible for ad-hoc hard drive failure resulting in data loss. If data is critical customers are advised to use backup services at ratecard rate.
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. Loss of non required items will not be covered under loss insurance as customer would have ignored request not to include such items for repair processing.
When packing the notebook/pc a minimum 6" gap must be left between the edges of the box and the notebook itself. The notebook must be placed in bubble wrap & 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. Where goods have been received in a poor condition or badly packed Notebooks UK reserves the right to refuse warranty serviced.
Proof of posting will not be adequate should the goods not arrive on our premises. Customers should always use a courier with insurance to the value of the goods and must obtain a signature for the goods at the time of delivery. We recommend Royal Mail Special Delivery Service.
Customer must notify Notebooks UK should the goods to be repaired exceed £1000 in value – we have to make special provisions for such items. There will be a charge levied for this to cover goods in transit and stock liability insurance. The maximum cover that can be arranged is £5000 per item.
Abandonment – any notebook abandoned for any period over 6 months without contact will be will be scrapped or disposed of in any manner Notebooks UK sees fit.
Software faults will not be covered under warranty & will be billed at ratecard 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 such as frequency/error messages.
Any notebook sent for repair in partial working order stands the risk of total failure.
Customer may change or cancel any repair job within 6 working hours of the goods being received by Notebooks UK.
All repairs carry a 3 month warranty unless Notebooks UK engineers have refused warranty based upon fault found.
Where a repair has failed Notebooks UK reserves the right to conduct a 2nd assessment & put right.

Warranty - what is covered

Hard Disk Drive
Motherboard
Floppy Disk Drive
Memory/Memory Function
Power Supply
Power Supply Board
CPU
Dry Joints
Blown Fuses
AC Adapter Internal Connectors/Connections
Back Light
Back Light Inverter Board
Integrated Circuits – fair wear & tear

Warranty - what is NOT covered & exclusions

Some screen faults such as horizontal or vertical lines/bands that do not appear to move when the screen is moved backwards & forwards or when pressure is applied to the affected areas this normally indicate fracture of glass near contact points or under metal screen housing. These impact related faults are not covered.
Pressure marks and liquid in screen are not covered under warranty. Liquid may enter the screens through careless cleaning. Liquid sprayed onto a screen can run down & enter the screen by capillary action if left.
Batteries and battery life on second hand notebooks are covered for a 90 day period from purchase only. Whilst "battery charge" tests are carried out, Notebooks UK cannot guarantee the length of time a battery will last on any particular make or model of notebook. Should the customer find his/her battery is faulty then Notebooks UK can exchange this battery for another used battery or Notebooks UK can supply 1 new battery at cost price. A battery on a used laptop would be expected to hold ½ the charge of its new equivalent
Neglectful or accidental breakages, i.e bent pins on PCMCIA sockets, broken/bent pins on AC connectors etc.
Warranty is voided if the notebook has been opened to expose any internal components or warranty tamper labels are removed or damaged.
Poor software configurations/errors/viruses will not be covered under warranty and will be charged at ratecard rate.
In the event of a hard drive failure the hard drive itself will be replaced – software will not be reset. Notebooks UK is not responsible for (i) reloading of the operating system (ii) reloading of any programs (iii) transferring any data.
Any signs of liquid damage such as calcified deposits discolouration, corrosion, furring & staining would be reasons for termination of your warranty.
Any signs of misuse such as dents, cracks, exposed components, heat exposure will result in cancellation of your warranty.
Pixels out - all notebook manufacturers producing TFT notebook screens make allowances for pixels which shine on the screen, these would be very small pinhead size dots. Screens cannot be rejected if there are 10 pixels or less out on a screen. Can be rejected if any two pixels form a line or if all the pixels fall into an area the size of a ten pence piece.
Warranty is voided if there are any signs of tampering or if tamper proof labels have been removed or peeled away or internal components are exposed for any reason. Any action as a direct result of misuse see "Notebook Usage" will invalidate warranty.

Crashing

Software crashes on machines can happen with no fault of the notebooks/PCs sold. Frequency of these crashes and where they occur is important. If your machine crashes once or twice a day – you are probably running a dated operating system or exceeding operating system boundaries. Customer can reduce these crashes by un-installing unwanted software or upgrading operating system. (General rule is the newer the operating system the more stable it is) If the notebook/PC crashes in a particular application, then you may have a conflict or a corrupt application or virus.
The more programs that are loaded onto the PC/Laptop the more chance there is of the system becoming unstable unless user is using a combination of: up to date operating system/ up to date antivirus/ up to date service packs. Arguments that the software works on another system will not be taken into any consideration to prove a system is faulty or "unfit for the purpose" will be contested should a system pass PC Check™ diagnostics. Should PC Check™ tests pass customers will be asked to reset their software.
Customers using internet services are advised to use current version of web browser/email client software, current antivirus software, current anti virus updates, current firewall software/hardware.
Where the computer has worked ok before for a period of time and then suffers from strange actions & errors – the customer is advised to backup personal data – reset system software, install antivirus & update definitions – the run operating system updates before using computer again.
If the customers notebook crashes frequently and in no particular application then the customer must follow the instructions below:

a) Notebook/PC must be tested for viruses – best practice would be to use on-line scanners

b) For operating systems that support 'msconfig' users must run this application to remove unwanted programs from starting up & increase resources

c) Uninstall recently installed programs & if operating system allows - restore the operating system registry to an earlier date

Notebooks UK may use an alternative operating system such as Mandrake or ERD to prove reliability of hardware.

Software Sales

No refunds will be given on any software where the external packaging has been opened. The user has to make an informed decision based on the information displayed under "System Requirements". Software bought in error will not be refunded.
No responsibility will be taken for any problems generated to the customers computer as a result installation of any software on the system either by the customer or a member of Notebooks UK staff. Customer accepts the terms of the software used whether installed by customer or by Notebooks UK. It is up to the customer to keep a backup of the complete system and to test the reliability of this backup.

Laptop Repair Services of notebooks out of guarantee or not purchased from Notebooks UK

Items dispatched to Notebooks UK by customer's own courier or collected by Notebooks UK must be packaged in a corrugated box with a minimum of 15cm of loose-fill between the edges of the notebook and the surrounding box. Poorly packaged items damaged in transit will be rejected for repair and any warranty that previously existed will be void. Items will be returned at consignor's expense.
Personal data & software should be backed up prior to dispatch; alternatively Notebooks UK can provide this service for an additional charge. Notebooks UK endeavours to leave data untouched; however occasionally it is necessary to format system hard-drives in order to resolve faults. Notebooks UK will not be liable for any data loss in these circumstances.
Payment details are recorded when any service is requested. Customers requesting any service by personal visit must collect and pay for any work completed within 30 days of notification that the work is complete. Repairs received by courier will be returned by courier at the customer's expense, unless specific instructions to the contrary exist. In the event that couriers acting on behalf of Notebooks UK are unable to effect a delivery to an address specified by the customer the goods shall be returned to Notebooks UK. The customer will be invited to arrange a suitable method of collection. Items that are uncollected 6 months following notification of repair or failed delivery will be sold to recoup any outstanding charges. Please note that an administration and marketing fee of £50 + vat will be levied to cover costs.
Unless specifically requested and detailed in section 2 above, Notebooks UK will not be responsible for the safekeeping of peripheral items or personal property submitted with any laptop received.
Fixed price repair charges do not cover: cd/dvd/cdr/dvd/dvdr laser units, complete fdd units, keyboards, hard drives, plastics, processors, corrosion, serious spillages, cracked displays, cracked multi-layer boards & BGA faults. Multiple fault service covers up to 3 faults, if more than 3 faults are encountered our engineers reserve the right to deem the unit Beyond Economic Repair. In these cases Notebooks UK reserves the right to charge for partially completed repairs or remove the replacement parts already fitted.
RISK INCURRED - Repair to faults on screens or circuit boards that do not completely inhibit the function of the computer may result in component failure, requiring its complete replacement. This is a risk inherent with micro-electronic repairs, Notebooks UK will not be responsible for any increased costs incurred.
Repairs are warranted for 3 months. Warranties are not issued if any of the following conditions apply: The laptop has suffered serious spillage damage, A repair has previously been attempted by another person/organisation, or loose conductive objects are found inside the laptop.

Selling items to Notebooks UK

Customers wishing to sell goods to Notebooks UK must observe the following:

Seller must take care when packing the notebook a minimum 6" gap must be left between the edges of the box and the notebook itself. 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 may result in non payment – especially if the goods for sale arrive damaged.
Seller must send the goods by either Royal Mail Special Delivery or by courier with adequate insurance.
Seller must pay for insurance for goods in transit to cover the value of the goods shippe.
Faulty products will not be accepted unless otherwise agreed.
Showroom customers – customers wishing to sell goods to us in our will be required to show 2 forms of ID.

1. Passport/Driving Licence/Birth certificate.
2. A current utility bill such as Gas/Electricity/Water/Telephone.
Original receipt may also be required in some circumstances.
Notebooks UK may refuse to buy goods where the serial numbers of the product have been removed/computer is pass-worded or if the item is personally sign-written/UV marked or defaced.
Payment for customers sending stock to Notebooks UK will be made within 4 working days of receipt.

Back