3prime solutions limited aim to offer quality products backed by dependable service to all our customers, but we appreciate that there may be occasions when you need to return items to us.
Our Warranty Returns Policy provides all the information you need in order to make a return.
1. For business customers, the warranty offered will depend upon the item and is shown on your invoice. As a minimum you are entitled to return to 3prime solutions any goods found to be faulty, sold incorrectly, or shipped in error within 7 days of their receipt by you. All items returned DOA & / or claimed as being faulty are fully tested by us before any exchange or refund is carried out, we aim to turn around returns within 7 working days. Goods are dispatched FOB Derby, with proof of dispatch available if requested.
Transit damages or defective items must be notified to us within 7 days of receipt.
The cost of any return postage including packaging and its administration is borne by the purchaser. Any postage and packing monies refunded for DOA, Defective or Damaged items is at our discretion. Terms and conditions of supply are available at http://www.3prime-solutions.com/terms_of_supply.shtml.
Where software is supplied, this may only be returned unopened and is subject to a re-stocking fee of 20%.
2. For the private consumer and items sold directly to them the Distance Selling Regulations will apply, giving you the legal right to cancel your order for any reason and obtain a full refund, provided you do so within seven days of receipt of the goods. Should you exercise this right, your money will be refunded within 30 days of cancellation. All items returned DOA & / or claimed as being faulty are fully tested by us before any exchange or refund is carried out, we aim to turn around returns within 7 working days. Goods are dispatched FOB Derby, with a proof of dispatch available if requested.
Transit damages or defective items under the Distance Selling Regulations Act 2002 must be notified to us within 7 days of receipt.
The cost of any return postage including packaging and its administration is borne by the purchaser. Any postage and packing monies refunded for DOA, Defective or Damaged items is solely at our discretion. Terms and conditions of supply are available at http://www.3prime-solutions.com/terms_of_supply.shtml
3. If you are returning an item you suspect to have a fault, first establish that the problem does not lie with the configuration or set up, rather than with the item itself. Any diagnostic codes should be noted on the Warranty Returns Form.
4. If goods are to be returned, in the first instance you must Contact Us within 7 days of delivery, when you will be issued with a returns number (RMA number). Please have the 3prime solutions reference number (detailed on your Shipping Invoice) to hand. Note that once issued, RMA numbers will only remain valid for a period of 14 days.
5. As soon as you have been issued with an RMA number, you should arrange for the goods to be returned to 3prime solutions, at your own cost. All returned goods must be accompanied with a fully completed Warranty Returns Form. Please also ensure that:
- The item(s) are properly packaged. Where possible, use the original manufacturers packaging but otherwise ensure that the products are wrapped securely to avoid damage in transit. Items not packaged with a reasonable amount of care will be rejected.
- No labels, stickers or any parts, contents, inner packaging, manuals, documentation or accessories have been removed. Removal of any parts will be deemed as full and satisfactory receipt of the item, and will be invoiced as such.
- The goods have not been defaced, altered, manhandled or subjected to any other form of intentional or careless damage.
- No writing or markings are made on the packaging as this may affect our ability to accept the goods back.
6. Goods are inspected by us on arrival and, if appropriate, tested. In most cases, replacement item(s) will be shipped. 3prime solutions reserve the right to decide whether to issue replacement goods or a credit.
7. For account holders, it may be possible to arrange an advanced replacement. If you require replacement goods to be sent to you before we receive the returned items, you will be invoiced at the original sales price and we will quote your original purchase order number on all documentation. Once we receive the returned products, and provided they comply with the above procedure, we will credit your account with the appropriate sale price.
Please note: The return of any products, for whatever reason, may only be made with our prior authorisation. Any attempts to return products to us without following the procedures described above will be rejected.
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