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Returns:
Returns
Whilst Athema Services Ltd only supply new products from reputable manufactures,
occasionally items develop faults beyond our control, or, alternatively the
wrong products may have been ordered by the end user. In such cases Athema, in
line with our Terms & Conditions, have the returns procedures as shown below. It
should be noted that some of our Manufacturers provide warranties that require
our customers and your clients to deal direct with their own returns department.
For more information please contact Customer Services.
Dead On Arrival (DOA)
Athema Services Ltd will offer a standard warranty period of seven days from
purchase date on all products. Within this seven day period, any product that is
confirmed as being DOA by our Customer Services Department will then be issued a
Returns Number. Customers who receive a DOA product should pursue an Advance
Replacement. The replacement goods will be delivered on the next working day
(subject to stock availability). The value of the faulty items will be credited
to your account upon receipt of said faulty items.
Warranty Returns
If your product goes faulty after the seven-day standard DOA warranty, the
return of this item will then have to comply with the original Manufacturer’s
Warranty. In some cases this will be dealt with directly by the manufacturer.
Simply submit a RMA Request form to our Customer Services and we’ll advise if
you need to contact the manufacturer direct or whether we can handle the return
on your behalf.
Damaged On Arrival
If a shipment from Athema Services Ltd arrives at your site and appears to
have been damaged in transit, please do one of the following. Either, refuse the
goods as damaged, and inform our Customer Services Departments within 24 hours
of refusing the delivery. Or, sign for the goods as damaged and inform our
Customer Services Departments within 24 hours of signing for the delivery.
Customer Services will coordinate the resolution of any such issue as speedily
as possible.
Delivery Discrepancies (Incorrect goods delivered)
In the unlikely event that you receive do not match the products that you
ordered then you may have been shipped the wrong product or our warehouse team
may have picked and shipped the wrong items. Please advise our Customer Services
Department within 24 hours of receipt of the goods. Also if you have received
more, or less goods than you ordered, then please advise our Customer Services
Department within 24 hours of receipt of the order. Once a full investigation
has been carried out by our Customer Services and Stock Control Departments, and
the facts have been established, we will ensure that the correct action(s) are
carried out as swiftly as possible.
Goods Incorrectly Ordered
At our discretion we will accept the return of goods if you or your customer has
ordered the wrong product. Incorrectly ordered goods must be returned in the
original packaging with seals, static bags etc unbroken. You may be subjected to
a Restocking Charge (normally 10%) on any product that is incorrectly ordered.
We ask that you sign the RMA request form in agreement to this charge.
Incorrect Delivery Address
In the unlikely event that we ship to a wrong delivery address, or have received
the wrong delivery details from you, our Customer Services Department will do
our utmost to ensure that the goods are redirected to the correct address as
soon as possible. Unfortunately, this will normally result in a delay of 24
hours.
Returns Procedure
Please either email us or call us on the number above so that we can send you an
RMA for to complete.
Once we are in receipt of your completed form, our Customer Services Department
will endeavour to provide a response to our customers within twenty-four hours.
This response will be either:
• Notification of the Returns Number
• Rejection of the Returns Request
• Referral to Manufacturer Under Manufacturer’s Warranty Terms
Once you have received your RMA number please return the goods by courier (NOT
first or second class mail) in their original packing, together with any
accompanying components (cables, software, media etc.) to the address enclosed
in RMA form with the RMA number clearly displayed on the outside of the carton(s),
our Customer Service team will provide you with suitable paperwork to assist.
The RMA must be returned within two weeks of the RMA being issued. Please note
that Athema Services Ltd are unable to offer a collection facility for our
customers.
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