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Frequently Asked Questions (FAQs)
Below is a list of frequently asked questions - if you require something not on the list or would like to discuss
an
issue in person, please call us on +44 (0)161 868 0868 or email ebay@expansys.com.
Contact customer
services
To contact customer
service, email ebay@expansys.com
or call
+44 (0)161 868 0868 8am-9pm Mon-Fri.
Contact technical
support
Free online technical support is available to all
eXpansys customers 24/7 - find your product on the site and click "Support
Forums", or visit our Support Homepage.
Collect an
order
We do not have a showroom, but we
welcome customers who wish to collect orders between 9am and 5pm
on
weekdays. Please call +44 (0)161 868 0868 if you need to confirm an order
is
ready. Our collection point is Unit 1 Kiwi Park, Westinghouse Road, Trafford Park, Manchester, M17 1HW.
Report a late delivery
If you have received a shipping confirmation email and
the
package has not arrived when you expected, please contact trackorder@expansys.com,
or alternatively call +44 (0)161 868 0868.
Cancel an
order
To cancel your order please send an
email quoting your order reference and reason for cancelling to cancelorder@expansys.com,
or alternatively call +44 (0)161 868 0868. Please note that orders can not
be
cancelled after dispatch.
Returning faulty or damaged goods
If your goods arrive faulty or develop a fault within the first 10 days, you can return them to eXpansys for repair or replacement.
Please contact the customer care team on +44 (0)161 868 0868 or download this RMA form (click here) and follow the instructions to authorise the return of goods.
Please send your returns in by post only once you have received an RMA confirmation from eXpansys - please note that neither the collections address nor the warehouse address has a returns desk facility and goods will be rejected by hand.
After 10 days products covered under warranty should be returned to the manufacturer for repair or replacement - contact details are available below:
| Manufacturer |
Telephone |
Email/Web |
Notes |
| 3Com |
0870 909 3266 |
3Com Support Login |
3Com Technical Support |
| Acer |
0870 853 1000 |
n/a |
Acer Support Line |
| Actiontec Ltd |
0845 658 0411 |
eurosupport@actiontec.com |
Actiontec Support UK |
| Apple |
0870 876 0753 |
Apple Support |
Apple Support |
| Archos |
0870 609 1263 |
|
Archos Support |
| Axis Communications |
n/a |
Axis Support Login |
Axis Worldwide Support |
| Casio |
020 8450 9131 |
http://www.casio.co.uk/support/ |
Support Line, FAQs, Drivers, Manuals, Product Registration |
| D-Link |
08456 12 0003 |
n/a |
D-Link Technical Support - UK and Ireland
0800 to 2200 GMT Monday to Friday
1000 to 1900 GMT Saturday and Sunday |
| Dell |
0870 908 0500 |
n/a |
Dell Support Line |
| Fujitsu-Siemens UK |
08702 434 390 |
n/a |
Support |
| Garmin EU |
0808 238 0000 |
Garmin Support Form |
Garmin Technical Support |
| HP UK |
0870 842 2339 |
|
Handheld Support |
| HP (Calculators Only) |
0207 458 0161 |
|
UK Calculator Support |
| HP UK |
020 7512 5202 |
|
UK Support |
| i-mate UK Repair Centre |
01233 619 320 |
http://www.clubimate.com/t-SERVICECENTERS.aspx
or email mail@sbe-ltd.co.uk |
S.B.E.
Beaver Industrial Estate
Ashford
Kent
TN23 7SH |
| Jabra Corporation |
0800 032 7026
|
support@jabra.com |
|
| LG |
0870 873 5454 |
Email form - http://uk.lge.com/support/contactGcsc.jsp |
Technical Support |
| Linksys |
0800 026 1418 |
|
Technical Support |
| Mio |
0905 464 0010
|
Mio Support Website |
|
| Motorola |
0870 901 0555 |
|
|
| Navman |
01293 780 500 |
|
|
| Nokia |
0845 0545 454 |
|
Service Centre finder |
| Nokia |
0870 0555 777 |
|
Technical Support |
| Novatel Wireless |
|
Merlin UMTS/GPRS Technical Support |
Technical Support |
| Option |
+32 16 317 401 |
|
Option Globetrotter PC card |
| OQO |
|
support@oqo.com |
OQO Technical Support |
| Palm UK |
+44 (0)207 867 0108 |
http://kb.palm.com/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=WebSRO,TS=WebSRO_UK |
|
| Parrot |
+33 48 03 60 69 |
hot-line@parrot.fr |
CK3000 |
| Pharos |
+49 (0) 6331 268 495 |
Call to claim for warranty, service centre in UK |
Pharos Service Center
Rochester
ME2 4HN
United Kingdom |
| Plantronics |
0800 410 014 |
Go to www.plantronics.co.uk to register your product/claim for replacement |
|
| Proporta |
+44 (0)1273 722246 |
Full Contact Details |
Website link (see left) contains full returns details |
| Psion |
0870 608 0680 |
|
Gold Card Technical Support |
| Psion |
0906 554 0000 |
|
All other product support - £1.00 a minute |
| Sagem |
020 7517 6700 |
|
|
| Samsung |
0870 601 0309 |
|
Customer Support |
| Samsung Windows Mobile |
08444 991 991 |
|
Customer Support |
| Sharp |
001 877 794 8675 |
zaurussupport@sharpsec.com |
Support for the Sharp Zaurus |
| Siemens UK |
0870 5334 411 |
|
|
| Socket |
001 510 744 2720 |
www.socketcom.com |
Go to the support section |
| Sony VAIO |
0870 2402 408 |
|
Sony VAIO Support |
| Sony Ericsson |
0870 523 7237 |
n/a |
Sony Ericsson Support |
| Symbol |
0800 328 2424 |
|
Help Desk |
| Targus |
020 7744 0330 |
|
|
| TomTom |
0845 161 0009 |
|
Customer Support Line |
| Toshiba UK |
008000 505 2006 |
customer_operations@toshiba.co.uk |
Technical and Service Support |
| If the manufacturer is
not
listed please email returns@expansys.com or call +44
(0)161
868 0868 |
Returning unwanted/not faulty goods
Any item may be returned for any reason within 10 days
of the
date of receiving your order so long as it remains in a saleable condition with original packaging. We will
refund
the price of the item to the purchaser.
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. This does not affect your statutory
rights.
Please contact the customer services team on +44 (0)161 868 0868 or download this RMA form (click here) and follow the instructions to authorise the return of goods.
Please send your returns in by post only once you have received an RMA confirmation from eXpansys - please note that neither the collections address nor the warehouse address has a returns desk facility and goods will be rejected by hand.
Request a copy
invoice
To request a copy invoice, please
email copyinvoice@expansys.com.
Make a
complaint
If you are unhappy in any way
about the service you have received you can complain direct by emailing
complaint@expansys.com or call
+44
(0)161 868 0868.
Payment and processing your orders
Whilst it is our intention to keep our website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
All prices shown on our website are inclusive of VAT. Delivery charges are clearly highlighted throughout the site. For further information on delivery charges see the Delivery section.
Customers using PayPal, please note that any commission charged by PayPal to you in conjunction with placing an order is not refundable.
Delivery information
See each individual item for delivery costs.
a) The estimated arrival times are
taken directly from information provided by our couriers.
These are estimates only, eXpansys are not responsible if
this varies.
b) Goods will need to be signed for. Please give a delivery
address where someone will be available.
d) If goods are returned to eXpansys because of an incorrect
or incomplete address, the carriage is not refundable.
e) In exceptional circumstances we reserve the right to
use alternative couriers.
f) Saturday deliveries are at the discretion of the couriers,
it is our experience that in most cases they do choose to
deliver to residential addresses on Saturday mornings.
3.0 Processing your orders and payment
3.1 Whilst it is our intention to keep our website up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
3.2 All prices shown on our website are inclusive of VAT. Delivery charges are clearly highlighted throughout the site. For further information on delivery charges see the Delivery section.
3.3 Customers using PayPal, please note that any commission charged by PayPal to you in conjunction with placing an order is not refundable.
Terms and Conditions
If you would like to talk directly to eXpansys over the phone, please call +44 (0)161 868 0868, lines are open
8am-10pm Mon-Fri.
These Terms and Conditions are applicable every time you access our website and/or order goods from our website.
1.0 Ownership
1.1 This site is owned and operated by eXpansys UK Ltd. Our registered office is:
Unit 1 Kiwi Park, Westinghouse Road, Trafford Park, Manchester, M17 1HW.
1.2 All rights in this website are owned by eXpansys UK Ltd. Any unauthorised use, copying or modification is prohibited.
2.0 Ordering Goods and Cancellations
2.1 All orders placed through our website will be subject to our acceptance of the order. We reserve the right to decline any order for any reason.
2.2 When you submit an order to us on our website, you will receive an email to confirm that we are processing your order. You will then receive a second email from us acknowledging your order and giving you estimated timescales for delivery. You should check both emails for accuracy and let us know immediately if there are any errors. Neither of these emails constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we dispatch the goods to you. Title to the goods will pass to you on delivery.
2.3 Where you have redeemed a promotional code or any other offer ("a Code") against your order, acceptance of this order is subject to our verifying that the Code has been issued to you personally, that you comply with all the terms of the offer and qualify for the Code. In the event that the Code has not been issued to you for your personal use or you do not qualify for the offer, the price of the order will be adjusted notwithstanding any email or other confirmation that you receive.
2.4 You have the right to cancel an order within 7 days after the day the goods were delivered unless we have previously stipulated to you via email that we are buying the goods in exclusively for you and that you have acknowledged by email that you accept your order is non cancellable.
2.5 If you wish to cancel your order you must notify eXpansys via email within the stated 7 day period, cancellations after 7 days will not be accepted. Upon notifying eXpansys of your cancellation eXpansys will issue you with a unique RMA number. You must return the goods to eXpansys in the same condition and completeness as eXpansys delivered them to you, please note this includes, packaging, manuals, cables, software etc. If you do not return the goods in the same condition and completeness, eXpansys at its sole discretion can either reject the cancellation or levy a charge against you or your credit card to make good any damage or missing items. Please note that software of any description is subject to separate terms and conditions and if you open, use or register the software that comes with your goods and then cancel your order you will be liable a for a charge up to 25% of the cost of the goods.
2.6 The goods remain your property and responsibility until such time as eXpansys signs acceptance of the return delivery of the goods, we strongly advise you to use a secure signed for service, for example Royal Mail Special Delivery, the cost of returning the goods is your responsibility. Should you wish to return any goods, please go to the Returns section for further information.
3.0 Processing your orders and payment
3.1 Whilst it is our intention to keep our listings up to date and error free, product description or pricing errors may occur. If we discover such an error after you have submitted an order to us, we will contact you prior to accepting your order with the correct details. You may then either cancel your order or re-confirm it based on the correct information. If we are unable to contact you, we will treat your order as cancelled.
3.2 All prices shown on our website are inclusive of VAT. Delivery charges are clearly highlighted throughout the site. For further information on delivery charges see the Delivery section.
3.3 Customers using PayPal, please note that any commission charged by PayPal to you in conjunction with placing an order is not refundable.
4.0 Delivery
4.1 Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain may not be covered by our delivery services and we may not be able to arrange delivery of some items to such addresses. You will be notified of this when you place your order.
4.2 Whilst we make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day or accept liability for deliveries made outside this timescale. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
4.3 All items are subject to stock availability.
4.4 When we deliver your items to you will be asked to sign for the goods to acknowledge that you have received them.
4.5 If your goods fail to arrive within 28 days of dispatch, you will have the option of either a full refund or a replacement shipment as soon as we have investigated with the courier.
4.6 Where an incorrect address has been given to eXpansys UK Ltd with the order we reserve the right to charge for any extra carriage costs incurred.
4.7 Claims for damage, delivery discrepancy etc. should be made within 48 hours of delivery - claims will not be accepted after this time. Please sign the consignment document 'UNCHECKED', as we cannot otherwise accept any claims for damage in transit.
4.8 We are currently unable to organise secure deliveries to customers in South Africa, all South African orders will need to be collected from our UK warehouse by the customer's courier who will be responsible for the goods from collection. We apologise for any inconvenience that this causes.
4.9 A proof of delivery for consignments dispatched with DHL can only be provided up to 90 days after dispatch. DHL delete their records after 90 days.
4.10 eXpansys is a global business with warehouses in multiple countries. In order to ensure that our customers pay the lowest possible carriage charge and credit card fee’s we may sometimes dispatch an order from a different warehouse. On occasion, this may result in the order being invoiced in a different currency.
5.0 Returns
5.1 Any faults that occur within the first 10 days after the goods arrive must be reported to eXpansys within this time frame to be eligible for refund/replacement. Goods with faults reported outside the first 10 days after the goods arrive should be sent to the manufacturer for repair. Please note that packaging must be in pristine condition to be eligible for a refund, and all goods will be tested if reported faulty upon their return either by eXpansys technical staff or the manufacturer where appropriate.
5.2 If the goods are not faulty you have 10 days from the day after the goods arrive to cancel the order and return the goods for a refund. A refund will be provided within 30 days. Please note that packaging must be in pristine condition or eXpansys will charge the customer a fee to compensate eXpansys for the written down value of the stock. Return shipping is at the customer’s expense.
5.3 If any goods are returned in an incomplete manner, eXpansys at it's discretion can either reject the returned item as incomplete and return the goods at the customers expense, or eXpansys can charge the customer a sum equivalent to the replacement cost of the missing item - this can include small items such as manuals, cables, batteries, styli, etc. If we cannot replace the missing items (e.g. replacement hard copy manuals are very difficult to replace) then eXpansys will charge the customer a fee to compensate eXpansys for the written down value of the incomplete stock.
5.4 Please note that software of any description is exempt from the Distance Selling Act, so before you open, use or register the software element of your ordered product(s), please check where it is possible to do so, that goods function correctly. Where it is not possible to ascertain the functionality of the goods without loading the software, please check with eXpansys to see if the software is available in a downloadable format. If any returned goods are not faulty, and the goods contain software that has been opened, used or registered, a 25% fee will apply to compensate us for the loss of software element of the goods in question.
5.5 Please note that "B-Stock" items are not new and are sold on a strict "first-come, first served" basis. Normal distance selling regulations do not apply to these second hand products. You may return them if they are not as described, or if they simply do not work, but you cannot return them if you just don’t like them, so please be sure you want a "B-Stock" item before you order.
6.0 VAT, Import Duty and Other Sales Taxes
6.1 All prices listed on the site exclude VAT unless stated otherwise.
6.2 Since the introduction of new rules regarding VAT in the EU, eXpansys has sought individual VAT status for the larger EU countries, in these counties the prevailing rate of VAT will be levied, in the other countries eXpansys will levy VAT at the prevailing UK VAT rate. The list of EU countries where VAT is levied at the prevailing rate is:
- Belgium
- Netherlands
- Finland
- Germany
- Spain
- Italy
- Portugal
- Ireland
Documentation is enclosed with the goods to confirm that VAT has been charged and the rate which has been applied.
6.3 Under UK VAT rules, VAT is charged on all shipping costs including Royal Mail.
6.4 For all countries outside of the EU, for example USA, Switzerland or Taiwan - no VAT is charged.
6.5 Our main VAT registration number is UK 781 4981 91.
6.6 Many countries charge duty on goods at the point of import. You should always confirm what the import tax and duties will be before placing your order, these charges will normally be accepted by the courier used to deliver your goods and passed on to you at the point of delivery. It is your responsibility to pay these charges. Please note this charge is levied by your government not by eXpansys and we have no control over it. If you or someone acting on your behalf rejects the goods at the point of delivery then eXpansys UK Ltd will charge you for all the associated delivery and administration charges.
7.0 Privacy
7.1 We do collect the information given at the time of your order. This information is not disclosed to any third party and is collected by eXpansys UK Ltd.
7.2 We aim to offer a top quality service at the best price possible, to do this we need to reserve the right to change the above policies at any time.
7.3 All information is collected lawfully and in accordance with the Data Protection Act 1998.
7.4 If you wish to opt out of any postal marketing please email your details to marketing@expansys.com.
7.5 We can provide a full schedule of all information collected on an individual for a fee of £10.00; we will require significant proof of identification. In accordance with the Data Protection Act 1998 the information will be provided within 40 days of required level of identification.
7.6 If you have any questions about information privacy at eXpansys please contact administrator@expansys.com.
8.0 Security
8.1 On order processing pages we use a 1024bit certificate.
8.2 If you have any questions about security at eXpansys please contact administrator@expansys.com
8.3 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.
9.0 Pricing
9.1 Whilst we endeavour to ensure the prices on our website are as accurate as possible, we reserve the right to change a price in exceptional circumstances. If a price is corrected due to exceptional circumstances, customers will be informed of the change before payment is processed and offered the opportunity to cancel the order.
9.2 Prices on orders for out-of-stock or pre-release items are valid for one week after the order is placed. If the price changes when the stock becomes available customers will be informed of the change before payment is processed and offered the opportunity to cancel the order.
10.0 Business Customers
10.1 If you are a business, you will not export any goods purchased from us in contravention of United States of America export controls.
10.2 If you have a credit account with us payment is due 30 days after the date of our invoice and we may charge interest for late payment calculated daily at 4% above HSBC Bank plc base rate both before and after judgment.
11.0 Installation of equipment
11.1 Installation of equipment including car kits must be carried by a suitably qualified professional technician. eXpansys UK Ltd cannot be held responsible for any costs associated with the installation or subsequent removal of equipment.
12.0 General
12.1 The use of our site and any contracts formed are governed by English law.
12.2 We shall not be responsible to you whether in contract, tort (including negligence) or otherwise for incidental, special, indirect or consequential loss or damage, any loss of profit (direct or indirect), loss of sales, loss of goodwill or reputation, loss of business, third party claims, pure economic loss arising out of or in connection of the performance or non performance of our obligations under these terms and conditions including such damage as may be reasonably foreseeable at the date you order the goods.
12.3 Nothing in these terms and conditions shall exclude or restrict our liability for death or personal injury caused by our negligence.
12.4 Our liability for any claim for loss or damage shall be limited to the sum paid by you for the goods.
12.5 A person who is not a party to these terms and conditions shall have no right to enforce any term under the Contracts (Rights of Third Parties) Act 1999.
12.6 If any provision of these terms and conditions is found to be invalid or unenforceable by a court the invalidity or unenforceability of such provision shall not affect the other provisions of these terms and conditions.
12.7 We may assign or transfer any of our rights or sub contract any of our obligations under these terms and conditions to any third party.
12.8 You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with our specific permission in writing.
12.9 We reserve the right to change these terms and conditions from time to time and any such changes will be communicated on our website.
12.10 There are from time to time links on our website to third party websites which we believe may be of interest to you. We do not have any control over the content of these websites nor can we be liable in respect of anything contained on these websites.
12.11 These terms and conditions govern the entire trading relationship between you and ourselves and will remain in force for the duration of our trading relationship.
12.12 All intellectual property rights (including use of trade marks) shall be solely owned by us. You are permitted only to use material on this website as expressly authorized by us or our licensors.
12.13 Any unauthorized use of material on this site is strictly prohibited.
12.14 These Terms and Conditions supersede all previous Terms and Conditions, representations, undertakings and agreements (updated June 2007).
13.0 Vouchers
13.1 We offer free Discount Vouchers to customers as a marketing tool, and we offer Gift Vouchers to customers for purchase. Discount Vouchers may not be used to purchase Gift Vouchers, or be used in conjunction with any other offer where we decide at our sole discretion that they may not be used.
12.2 Gift Vouchers must be redeemed at any of our websites, or by phoning any of our offices. If a change of currency between the voucher and the order is required, the exchange rate used will be our current rate decided at our sole discretion.
13.3 Gift Vouchers have a cash redemption value of 0.001p and are not transferable or assignable.
13.4 Any unused balance will be held in the recipient's Gift Voucher and used at any time up to the expiry date of the voucher. However, if the order value (i.e. product cost, tax and any applicable P&P charges) exceeds the amount of the Gift Voucher, the balance must be paid by credit or debit card.
13.5 Gift Vouchers and unused portions of Gift Vouchers expire on the date listed on the voucher, where permissible under applicable law.
14.0 Additional Promotional Gift Voucher Terms
14.1 Promotional Gift Vouchers are issued from time to time in promotions at our discretion.
14.2 Only one Promotional Gift Voucher can be applied to any single order.
14.3 Normally only one Promotional Gift Voucher can be claimed per email address per day.
14.4 Certain products are excluded from Promotional Gift Voucher redemption. Such products are clearly marked on their respective product pages.
14.5 Promotional Gift Vouchers cannot be used to purchase regular Gift Vouchers.
15.0 Forums
15.1 The forums are available for everyone - you do not have to be an eXpansys customer to use the forums. The content of the forums represents the forum users, it expressly does not represent the views of eXpansys UK Ltd or its staff and eXpansys UK Ltd cannot be held responsible for the views and the comments expressed in the forums.
16.0 E&OE
16.1 Errors and omissions must be excepted.
17.0 No effect to statutory rights
17.1 The above policies are part of our commitment to high quality service.
They do not affect your statutory rights as a consumer.
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