WARRANTY
Unless otherwise stated, all new goods are backed up with a 12-month return to supplier warranty and refurbished goods with a 3-month return to supplier warranty.
TECHNICAL SUPPORT
Unless otherwise stated, direct technical support for new and refurbished goods is not included in the sale price. Your Call Limited can provide remote installation support, Pre‐configuration of equipment or on‐site installation as a chargeable service if required.
TERMS
Consumer – means an individual who is not acting for the purposes of his or her business or profession.
Business Customer – means a customer who is not a Consumer
RETURNS POLICY
Your Call Limited makes every effort to ensure that the correct ordered product is shipped to the right contact at the provided shipping address at the desired time. If an item needs to be returned for any reason, prior authorisation must be obtained by completing a request to orders@yourcall-ltd.co.uk, with the subject of the email to contain “RMA Request – Invoice XXXX” with the XXXX to be the original invoice number. You are required to contact our orders team on 01685 700979 before requesting a return. Any items returned to must be clearly labelled with the RMA (Return Merchandise Authorisation) reference allocated by our Orders team.
By requesting an RMA number, you agree to the terms and conditions below. This document explains our policies. Note that there is a difference between Business Customers and Consumers.
You must notify Your Call Limited of any discrepancy between your order and the goods received within 2 days of receipt. Faulty goods will be replaced wherever possible with an identical fully working equivalent part.
CANCELLATION POLICY
There is no charge for cancelling a web or telesales order before the item has been despatched. Cancellation instructions should be given by telephone as soon as possible and must be confirmed by email. The original Purchase Order number must be quoted on all correspondence.
If the item has already been dispatched, its return should be organised in the same way as if it was a faulty item: Its return must be authorised by our Orders team and the issued RMA reference must be clearly printed on the outer packaging. The item must be returned to Your Call Limited at your expense, within 7 days of the date the goods arrived, unless you are a consumer and the period will be 14 days. The product packaging and seals must not be opened and must not be marked in any way.
Items to be returned must be suitably re‐packaged, preferably using the original outer packaging.
Goods must be returned in the condition that they were received and must be including all accessories, documents, connectors, screws and packing. Insurance against loss or damage to the goods whilst in transit should be arranged by the Customer / Consumer.
In the event that a returned cancelled item is incomplete or damaged in any way on inspection, Your Call Limited will not refund the item.
FAULTY ITEMS UNDER WARRANTY
If an item purchased from Your Call Limited develops a fault, please contact our Orders team on 01685 700979. You will be asked for the product serial number and part reference and may also be asked to speak with our Technical Support team in order to determine that the problem is not related to installation error and to ensure that the issue cannot be remedied without returning and replacing or repairing the part.
In the event that an item becomes faulty due to installation error or misuse, Your Call Limited will not replace it free of charge.
RETURNS PROCEDURE
1. Contact Your Call Limited Orders team by telephoning 01685 700979.
2. Only when return of your item has been authorised and an email detailing the RMA number has been allocated, securely re‐package it in the same way it was sent to you (ideally inside the original outer box) following these guidelines:
a) Do not write on or affix labels directly to the product’s own box or packaging. If the original box is marked or damaged in any way a re‐stocking fee of 25% may be charged.
b) Write or print your contact details on a piece of paper and place this within the packaging of the item being returned.
c) Clearly write “Authorised Returns” on the outer packaging of the item, followed by the RMA number that was notified in the email.
d) Ensure that our full postal address is clearly displayed on the outside of the package:
Your Call Limited, Unit 37 Aberaman Business Park, Aberdare, CF44 6DA
3. Once faulty goods have been received and tested, Your Call Limited will send replacement item(s) to you within 10 days of receipt of the faulty item – assuming replacement parts are in stock.
4.If goods are returned in accordance with clause 2 within the cooling off period and in the condition they were sent and are no longer required then a refund will be made within 14 working days.
GOODS DAMAGED IN TRANSIT
In the event that a package you receive from Your Call Limited has visible damage to it on receipt, clearly indicate this fact by writing DAMAGED on the form that the Post Office or Courier asks you to sign.
Contact our Orders team IMMEDIATELY by telephoning 01685 700979.
CONSUMER STATUTORY RIGHTS – 14 DAY COOLING OFF PERIOD
Your Call Limited operates a no‐quibble returns policy, provided you return the goods with 14 working days of receipt of your order in their original condition. This policy is in accordance with the UK Distance Selling Regulation. A full refund will be given for returned items unless they are not returned in original condition. Return postage costs for unwanted items will not be covered by Your Call Limited.
IMPORTANT CONSIDERATIONS
Software licenses and certain other items cannot be returned for refund.
REPLACEMENT HARDWARE WILL NOT BE PROVIDED IF:
- The fault described cannot be repeated (in the case of a faulty item)
- The item has been modified, tampered with or is physically damaged
- Incorrect software is being used
A RE‐STOCKING FEE MAY BE CHARGED IF:
- There is any damage to the original product packaging
- There are missing components or accessories
- The item is not faulty when tested against the fault information provided when requesting the RMA, Your Call Limited reserves the right to refuse an RMA under any circumstance.
Disclaimer: This standard returns policy applies to business customers not covered by Consumer statutory rights. Business customers are those customers who purchase items for business use, resale or via a Business Account.
Your Call Limited Warranty & Returns – Sale of Goods 2020 V1
Your Call Limited 2020 all rights reserved