Returns & Refunds
We endeavor to make the returning of faulty items as smooth as we can with the aim to resolve any issues as quickly as possible.
In the unlikely event that a product is faulty, the first thing to do is to contact us via email with your name and contact number. Once this has been logged with our returns department a member of our team will contact you to discuss the options available.
If there are any other questions please don't hesitate to contact us:
info@alterapc.co.uk
PLEASE NOTE: The majority of products we stock come with a manufacturers warranty which we have to adhere to. We are constantly in talks with the manufacturers to ensure all returns are dealt with as quickly as possible.
Any items that are deemed to have customer induced damage (i.e. bent pins on a motherboard) will be processed under a chargeable repair.
For stock rotation and Customer Error returns:
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Approval for return is at Cooltech's discretion and is subject to a 10% restocking fee
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Credit will be raised at the current market value or price paid whichever is lower (before restocking fee is applied)
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Customer returns shall be in immaculate condition and unopened and customer is responsible for associated freight costs
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Cooltech Computers reserves the right to refuse to credit any product(s) not in a satisfactory condition
Cancellation and Returns
If you are contracting as a consumer, you may cancel a Contract at any time within 14 calendar days, beginning on the day after you received the product(s). You must notify us via email/letter and quote your order number in any communication. Notification by telephone is not sufficient.
If you are contracting as a Business/Trade customer, this clause does not apply. Any orders by or on behalf of a business cannot be cancelled once they have been placed. An order will be deemed to be a Business Order, if it is paid via business bank account or business debit/credit card, or a company address or purchase order number has been used.
You must also return the product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the products while they are in your possession.
If required we can arrange collection using our courier, who can collect from most areas of the UK. The cost for collections from most parts of the UK is £32.95 including VAT; however other areas of the UK may cost more. We do not offer a collection service for product(s) delivered outside the UK or to the Channel Islands.
The supply of services (namely an Express/priority build service - if ordered) will not be refunded because this service contract will have been fully completed within the cancellation period.
Once the cancelled products are received by us, we will refund your debit or credit card or issue a cheque or bank transfer, within 14 days, for the full amount paid, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
Except in the case of faulty or misdescribed goods, if you do not return the goods in the required manner, as described above, we may charge you a sum not exceeding the direct costs of collecting the goods. All original items delivered must be returned with the refund request. This includes but is not limited to welcome packs, software discs, cables, digital download codes such as games, chassis accessories and peripherals. If you fail to comply with this obligation, we may have a right of action against you for compensation. If some parts are missing, we may be unable to accept the return or may make a deduction for missing parts.
Software or consumable goods that have been unsealed or activated do not have the right of cancellation and will not be refunded. Please see section 28(3)(b) of the Consumer Contracts Regulations 2013 for further information.
When returning goods under the 14 day cooling off period, if the goods are not in a saleable condition or if the goods have been unnecessarily handled we reserve the right to charge a restocking fee of 25%.
A full statement of your legal rights under The Consumer Contracts Regulations 2013 may be obtained in the UK from your local Citizen's Advice Bureau or Trading Standards Office.
If the goods supplied to you appear to have been damaged before receipt by you, or the order is incomplete then you should notify us via email within 72 hours of receipt. Failure to notify us within 72 hours of receipt will result in the determination that any physical damage or items missing occurred whilst in your care.
If you suspect that the goods are faulty, and wish to return them, you must contact us within 72 hours of discovering the fault and submit an RMA (Return Material Authorisation) request. We may make suggestions that could resolve any issues or may suggest that you return the product to us for inspection. In the event of a return, we will examine the returned product and, if you are entitled, we will notify you of your options by email to either a repair, a replacement a refund or a credit note. We will usually process your elected repair, replacement, refund or credit note as soon as possible and, in any case, within 30 days of the day you confirm whether you opt for repair or replacement, or within 14 days of the day you opt for a credit note or refund for the defective product.
For refunds, we will make the reimbursement without undue delay, and not later than:
14 days after the day we receive back from you any goods supplied, or
(if earlier) 14 days after the day you provide evidence that you have returned the goods, or
if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
For any returns due to damage or suspected faults for orders delivered in the UK, we will arrange for collection at our cost within the first month after receipt or as extended by your warranty provision or required by law. Should the product be found not defective then you will be liable for the costs of collection, re-delivery, labour and new packaging (if required). We do not offer a collection service for orders delivered outside of the UK, including the Channel Islands.
Peripheral items (any item that is not a computer or laptop) must be returned to us using your own delivery method. We will not arrange for collection of any peripheral items within the first month after receipt or at any time after this date.
Where collections are arranged by us, you still have a duty of care to ensure the products are packaged sufficiently, for the type and value of goods being returned. Due to the nature of the goods supplied, we recommend original packaging is used. If original packaging is not available, new specialty packaging can be ordered from us. Where you use your own packaging, liability for the cost of repairing damage resulting from inadequate packaging rests with you. We will only confirm that the item has arrived back to us in a satisfactory condition once we have opened and inspected the item.
When you return goods using your own delivery method within the UK, where goods are found to be defective we will refund reasonable delivery costs. Therefore, you may wish to check with us before arranging delivery whether we consider the cost quoted to be reasonable. This will only be refunded upon the receipt of proof of the carriage costs. We recommend you return your goods by using a trackable service that provides insurance as we will not be liable for any items lost in transit or damaged in transit
If on return your goods are found to be in working order, a no fault found fee will be charged. This will be either £10 or 10% of the sale value of the item, whichever value is highest. You will also be expected to arrange for the goods to be returned to you at your own expense.
Items returned under Consumer Contracts Regulations that have had their value decreased by the customer's excessive handling will be subject to a 25% restocking fee. Consumer Contracts Regulations deem excessive handling as the sort of handling that goes beyond the sort of handling that might reasonably be allowed in a shop.