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Returns Policy

We are sure that you will be pleased with your purchases, however, there may be occasions when you will need to return items.

Need to return an item?

Please read the following Returns policy and then contact us providing your order number and contact details. We will provide you details of how to return your item within 48 hours.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Open-Box Items (Used)

Please note that our open-box (used) stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

Failed Deliveries

Items returned to us (failed or refused deliveries) by the courier or Royal Mail will be refunded subject to a 25% re-stocking charge. The original delivery charge will not be refunded.

If you change your mind

Under the terms of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations (CCR) the Buyer has the right to cancel any contract under the cooling off period. The cooling off period is 14 calendar days from the day after receipt of the goods. Upon use of the goods the Consumer Cancellation Regulations cooling off period expires. Cancellation shall be given in writing by the buyer within the cooling off period. Business to business sales are not covered by the Consumer Contracts Regulations.

If the Buyer fully cancels their contract and had selected a standard delivery service, as defined above, then the standard delivery charge shall be refunded. Contracts partially cancelled do not qualify for any delivery charge refund. If free delivery was selected and the Buyer partially cancels a contract such that the remainder of the contract no longer qualifies for free delivery then a standard delivery charge shall be deducted from any refund.

Goods returned under the terms of the Consumer Contracts Regulations should be sealed in their original packaging, unused, without damage to the packing, in re-saleable condition as new. Deductions shall be made for damaged packing to represent the diminished value of the goods, example deductions:-
Blister Pack Cut Open 20% of goods value
Ripped Glossy Box 20% of goods value
Clear heat-shrink wrap removed 10% of goods value

Upon use of the goods the Consumer Cancellation Regulations cooling off period expires.

Goods returned in compliance with the Consumer Contracts Regulations shall be subject to a refund of the original purchase price plus standard delivery cost. Express delivery charges are not refundable, if an express delivery service was chosen the cheapest standard delivery that could have been selected shall be refunded.

The Seller shall pay the refund due, within 14 days of receipt of the returned goods.

Items made or cut to customer specification may not be returned in accordance with the Consumer Contracts Regulations.

Goods returned under the Consumer Contracts Regulations cooling off period shall be returned at the expense of the Buyer, the Buyer shall be responsible for the Goods and must take reasonable care of them until they have been received by the Seller. Please note, Royal Mail no longer allows posting of lithium batteries, if returning a battery of this type it is the customers responsibility to use a courier that allows this type of product to be carried. The Buyer shall be responsible for ensuring the Goods are adequately packaged to avoid damage and shall pay any insurance costs deemed necessary.

If a contract is cancelled under the terms of the Consumer Contracts Regulations and the Goods are not returned within 14 days of any refund issued then action shall be taken against the Buyer to recover the cost of the goods. ALL costs incurred in recovery shall be payable by the Buyer.

Goods returned which are not covered by the Consumer Contracts Regulations such as business to business transactions must be returned within 7 days and shall be subject to a re-stocking fee of at least 20%, minimum £25. Items returned after 7 days shall not be accepted for return.

Unless the Seller at its discretion decides otherwise, if the Seller agrees to accept the return of any such Goods then:

 i) A returns number must be obtained from the Seller and be clearly shown on the returned parcels and must be returned in the original manufacturer’s packaging (which shall not be defaced) complete with accessories, manuals and documentation.

ii) The Buyer shall be liable for the cost of remedying any damage to the Goods returned where such damage has, in the opinion of the Seller, been caused by the Goods being inadequately packaged by the Buyer or through the Buyer’s fault.

iii) Any claim by the Buyer which is based on any defect in the quality or condition of the Goods or their failure to correspond with the specification shall (whether or not delivery is refused by the Buyer) be notified to the Seller within 7 days from the date of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time after discovery of the defect or failure. If delivery is not refused and the Buyer does not notify the Seller accordingly, the Buyer shall not be entitled to reject the Goods and the Seller shall have no liability for such defect or failure, and the Buyer shall be bound to pay the price as if the Goods had been delivered in accordance with the terms of the contract.

iv) Where any valid claim in respect of any of the Goods which is based on any defect in the quality or conditions of the Goods or their failure to meet specification is notified to the Seller in accordance with these conditions, the Seller shall be entitled to replace the Goods (or any part thereof) free of charge or at the Seller’s sole discretion, refund to the Buyer the price of the Goods (or a proportionate part of the price), but the Seller shall have no further liability to the Buyer.

If Goods received are believed to be faulty the Buyer must contact us in writing notifying us of the problem. Goods believed to be faulty must NOT be returned without obtaining a Return Material Authorisation number (RMA) from us.

In the case of faulty goods, the Seller shall reimburse the Buyer for Royal Mail Second Class return postage (non recorded), we advise a free proof of posting is obtained when returning the goods. The seller shall not reimburse any other delivery service without prior agreement and good reason.

The Seller shall not give any credit for returned Goods where the Seller deems the Goods not to be faulty unless otherwise agreed in writing by the Seller.

Any Goods in respect of which any claim of defect or damage is made by the Buyer shall be preserved by the Buyer intact together with the original packaging at the Buyer’s risk and shall at the request of the Seller be:
 

i) Retained by the Buyer for a reasonable period to enable the Seller or its agent to inspect the Goods; or

ii) Collected from the Buyer by the Seller if the Goods are defective.

Goods not featured in the Seller’s catalogue are not be subject to the normal returns policy and instructions for return should be confirmed with the Seller before returning the Goods. 


What is the ISO 13406-2 standard for LCD screen pixel faults?

All LCD displays sold adhere to the ISO 13406-2 standard with regard to pixel faults. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. The below is relevant to Class II LCD panels.

The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 x 768 786,432 0.8 2
1280 x 1024 1,310,720 1.3 3
1600 x 1200 1,920,200 1.9 4
2048 x 1536 3,145,728 3.1 6

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 x 768 786,432 0.8 4
1280 x 1024 1,310,720 1.3 7
1600 x 1200 1,920,200 1.9 10
2048 x 1536 3,145,728 3.1 16

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

Native ResolutionNo. of PixelsNo. of Million PixelsAcceptable Defects
1024 x 768 786,432 0.8 2
1280 x 1024 1,310,720 1.3 3
1600 x 1200 1,920,200 1.9 4
2048 x 1536 3,145,728 3.1 6
  

Any items that you return to us are at your own risk, therefore we strongly advise all our customers to take reasonable care when returning any items to us for example, by ensuring the goods are correctly addressed, adequately packaged, and carried by a reputable carrier.