Our returns and refunds policy
Returns and Cancellations
In all circumstances please take time to read the below returns information before submitting your return to us. Please then e-mail firstname.lastname@example.org with all your contact details and account number along with the reason for returning the goods. The request will then be actioned within 48 hours. Please note that items returned that are not faulty or damaged must be raised within 10 days of delivery, any non-required returns raised after this time cannot be accepted.
Return Due to Faulty Goods
If there is a fault with your non-consumable product we must be notified within 6 months of delivery, and if the item is consumable, this must be reported within 3 months. We would at our own discretion offer either a repair/exchange or a refund.
For the product to qualify for a refund or return it must be returned complete with any accessories and or free gifts offered with it. We will not cover any faults due to neglect, misuse, normal wear and tear or damage caused as a result of an accident.
To clarify, consumable items covers all ink, toners, ribbons, camera films, and non-rechargeable batteries.
Any refund where there is a fault or defect will include the delivery charge where applicable.
NOTE: We reserve the right to ask for photographic evidence of any faulty or damaged goods. When this has been provided, the return will be actioned. We need to ask for this because if the goods are damaged and we return them, the supplier will not credit us. Photographs should be sent to email@example.com
If a faulty or damaged good is returned, which is then proven to be not required, this will attract a £8.50 charge per item returned.
Where a customer decides to keep the goods after asking for a return (referred to as nothing to collect by the driver) a charge of £8.50 will be levied. This also applies to other return scenarios.
Return Due to Damaged Goods
The same conditions apply as stated in the “returns due to faulty goods” section above with the exception that you must notify us within 2 working days of receipt of delivery that the goods are damaged.
If we are notified later than this it will restrict our ability to offer a full refund or return.
Returns Due to Incorrect Item/s Received (Picking Errors)
In the unlikely event that the goods delivered do not match your original order please notify us within 2 working days of receipt of delivery. Failure to do this may restrict our ability to offer a full refund or return. This may include missing items.
Upon notification within the 2-working day period we will arrange for free collection of the incorrectly delivered goods and then re-deliver the correct goods as soon as possible. The collection is however at our discretion.
Returns Due to Incorrect Product Selection (Non-Required Returns)
For the product to qualify for a refund or return it must be in an “as new” condition with original box and packaging complete with any accessories and or free gifts offered with it.
All returns due to incorrect product selection must be raised within 2 working days of delivery.
Any refund for the above within the time limit, could be subject to re-stocking charges, which are either to the value of 20% of the total purchase price excluding VAT and delivery charge or will attract a standard charge should a return fall below our supplier’s minimum return value of £38.50, this return charge is therefore £8.50. This covers the cost of collection.
The only exception to this will be if you are serviced by our own vehicles. Returns made within 10 days of purchase date will be entitled to a credit of the full value of the item/s returned. Returns made after this time limit will incur a 20% re-stocking fee. Activ Business Solutions Limited also reserve the right to charge a fee if items are received back that do not satisfy the requirement of “as new” condition as stipulated in this section. The fee will vary based on the condition of the item returned and Activ Business Solutions Limited reserve the right to deduct this from any due credit.
If serviced by our own vehicles, exchanges can be offered on returned goods given that all of the aforementioned criteria are met.
Notable exclusions to our returns policy are – furniture, office machines, special orders, black codes in the paper catalogue, some electrical items, food and beverages.
If you are unsure if an item is returnable please contact us before placing the order. All special orders will have these terms stipulated at point of ordering. Please note that by your order confirmation you accept these terms in full.
Diaries and planners – not required return requests to be raised before the 10th December of the year previous to the year to which such dated products relate. Returns cannot be made after this date.
In the case of computer consumable products, not required returns will only be accepted within 10 days if the outer seal has not been tampered with in any way. If the client returns such product (s) as faulty, it will only be granted a credit note if the manufacturer of such product (s) accepts that the product has not been misused, overloaded, incorrectly installed or incorrectly stored. In certain circumstances the client must complete a faulty product evaluation form.
Any refund will be made using the same method as the original payment. The refund will take place after the goods have been inspected and found to be in re-saleable condition.
If the refund is due to the goods being of unsatisfactory condition we would normally aim to process the refund with 48 hours.
For any returns or cancellation issues please contact us directly on 01494 411294 or email firstname.lastname@example.org.