The Change Organisation Ltd(‘the Company’) is committed to delivering an outstanding service to all its customer sand makes every endeavour to ensure that all Goods supplied are of satisfactory quality and are fit for purpose. The Company remains cognisant that there are circumstances under which the return of Goods may be necessary, and employs its overarching commitment to ensuring customer satisfaction in the event that such circumstances should arise. The below terms and conditions are designed to be flexible and provide all parties with an efficient method by which Goods can be returned. These terms apply in all circumstances except where otherwise agreed between the Company and the Customer.
Pre-return
1. All Returns Requests shall be logged in writing with your Account Manager within 5 working days of receipt of the relevant Goods.
2. Where the Returns Request is made outside this 5 working day period, and if the Goods are DOA or faulty and covered by a valid warranty, the Customer will be directed to the manufacturer to obtain a DOA certificate/authorisation.
2.1. In circumstances where DOA units are returned without a valid DOA certificate or a DOA Claim ID Number for HPE returns, provided by the manufacturer, the Company reserves the right to charge a £25 administration fee.
3. The Product Return Request Form must be completed before a Return Merchandise Authorisation number (‘RMA number’) is issued by the Company. The Product Return Request form must include a sufficiently-detailed reason for the return.
4. The Company will provide a Manufacturer RMA Authorisation Reference if applicable.
5. RMA numbers are valid for 14 days from date of issue and returns will not be accepted after this period has expired.
Return of Goods
6. Goods will not be accepted without a valid RMA Number issued by the Company.
7. The Company will arrange for the Goods to be collected and provide details of the Collection Date and Tracking Number
7.1 Where the Customer fails to provide the correct information for the collection of the return, the Company reserves the right to deduct the value of the total incurred shipping fees from the amount credited for the return.
8. All RMAs must be returned packaged in appropriate outer packaging and as follows:
8.1 with any users, non-default or otherwise customisable settings removed (including Auto-pilot, bios locked);
8.2 all original accessories included;
8.3 in the original packaging; and
8.4 without any defacing or damage to the Goods, including to the original packaging itself.
If this clause 8 is not complied with, the Company reserves the discretionary right to
i. return the goods to the Customer and reject the return; or
ii. impose an enhanced restocking fee (‘RSF’) to reflect the market re-sale value
9. All faulty Goods will be tested trained professionals either in-house or externally to confirm the faults detailed in the RMA request exist, unless a Manufacturer RMA is available.
9.1 If the tests find that the faults are not as stated and/or the hardware is in good working condition then the customer may be liable for:
9.1.1 the testing charges; and/or
9.1.2 the cost of returning the Goods back to the Customer; or
9.1.3 a restocking fee
9.2 In the case of specially ordered (non-stock)items, these Goods will not be accepted for return unless found to be faulty /DOA.
10. A credit note will only be issued after an inspection and or testing of the returned item has been completed to our satisfaction.
Exceptions
11. Exceptions to the above terms may apply in the following circumstances:
11.1 Prior written agreement on returns special terms between the Company Account Manager and the Customer
11.2 Error made by the Company
11.3 Goods damaged in transit
TCO Contact Details
Please do not hesitate to contact either the Returns Administrator or your Account Manager for all queries on the returns process and updates relating to any specific Returns Request.
Email. returnsdg@thechange.co.uk
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