Product Warranty and Returns
For unwanted goods Hadwell & Jones offers a 7-day return policy providing the goods are unopened and unused. To return a product under this policy the Customer should:
- Return the product to one of Hadwell & Jones stores within 7 days or,
- Apply for an authorised RMA number by logging on to our web site(s)
To apply for an authorised RMA (returned merchandise authorisation) number log in to our web site(s) and follow the instructions by clicking the ‘support’ link on the home page. Once your returns request has been accepted an RMA number will be issued and this must be clearly identified on a returns label or the external packaging, and internal documentation when the Goods are returned, no markings should be made on the product or product packaging if the customer is returning unwanted goods. Unwanted goods must be complete, and in ‘as new’ condition with original packaging. Certain product categories by their nature are exempt from the 7-day return policy; these would include for example software, cut cable, and built kits. Warranty seals applied to any Goods supplied by Hadwell & Jones must not be removed or broken and any product without the warranty seals intact will be deemed to have had any warranty invalidated and the Goods will be deemed to have been accepted by the Customer. Hadwell & Jones will not accept the return under the 7-day return policy of any Goods that have had a manufacturers or suppliers warranty or registration invoked. Hadwell & Jones will deem such registration by the Customer as acceptance of the Goods. Hadwell & Jones must receive all returns within 14 days of the Returns Number being issued and any Goods received after that period will be dealt with on an individual basis. The Customer must take all reasonable care to ensure that all returned items be suitably packaged, and that the Goods are protected when being returned. The Customer must provide to Hadwell & Jones proof of delivery. In the event of Goods being returned without a previously allocated Return Number the processing of any claim by the Customer is likely to be delayed. Customers whose transactions are covered by the Distance Selling Regulations the 7-day returns policy will commence after the 7-day cooling off period. Where unwanted Goods are returned to Hadwell & Jones after the expiry of the 7-day return period but within a reasonable period of time Hadwell & Jones reserves the right to levy a handling charge. A charge of 20% of the invoice value of the Goods returned, with a minimum charge of £10 will be levied on Goods that are not defective. The Customer must bear all the costs of returning any unwanted Goods to Hadwell & Jones and provide proof of delivery.
6 Belvedere Business Park
Crabtree Manorway South
Faulty goods under Warranty
Any defects in the Goods which under proper use appear within a reasonable period after delivery and which are due to faulty materials, workmanship or design will be made good by Hadwell & Jones either by repair or, at the sole discretion of Hadwell & Jones, by replacement or refund. Any claim for defective Goods or parts must be made by applying for an RMA number through the website(s). To apply for an authorised RMA (returned merchandise authorisation) number log in to our web site(s) and follow the instructions by clicking the ‘support’ link on the home page. Once your returns request has been accepted an RMA number will be issued and this must be clearly identified on a returns label or the external packaging. Goods must be returned in the full original packaging. The customer must ensure that the goods are adequately insured at all times. Hadwell & Jones must receive all returns within 14 days of the Returns Number being issued and be able to provide Hadwell & Jones proof of delivery. All warranties and conditions which are capable of being excluded by statute or otherwise are excluded from any contract provided that nothing in the contract shall affect the statutory rights of the Consumer or liability for death or personal injury caused by the negligence of Hadwell & Jones. Hadwell & Jones reserve the right to inspect at 6 Belvedere Business Park, Crabtree Manorway South, Belvedere, Kent DA17 6AH any Goods returned. Warranty seals applied to any Goods supplied by Hadwell & Jones must not be removed or broken and any product without the warranty seals intact will be deemed to have had any warranty invalidated. The warranty period is from the date of purchase. If goods are replaced within this warranty period, the warranty will continue from the original date of purchase unless specifically agreed otherwise by Hadwell & Jones in writing. The onus is on the Customer to obtain an RMA number within the warranty period. Applications for RMA numbers made after the warranty period has expired will not be treated as a warranty return, this is regardless of any technical support the customer is receiving directly or indirectly from Hadwell & Jones or the relevant manufacturer during the warranty period. Should the warranty period expire after the RMA number has been issued the return will be covered by the warranty providing the goods are returned to Hadwell & Jones within 14 days of the RMA number being issued. Unclaimed goods, returned for warranty or out of warranty service, will be disposed of after 90 days without further notice regardless of whether or not the service costs have been paid for or not.
*This excludes ‘special order’ goods. ‘Special order’ goods are ordered on request by Hadwell & Jones especially for a specific order and are goods not normally held in stock.