Returns Policy
We always hope that you will be happy with your purchases from Primary ICT; however we understand that sometimes problems may occur. If you do need to return an item for any reason, please first read through our policy below. You can of course contact us by email on office@primaryict.co.uk or by telephone on 01227 769 400 for further assistance.
Missing or Incorrectly Delivered Items
If any items are not what you have ordered, or are missing (but stated present on your delivery note), we ask that you report it to us within 4 working days (please note that this is 48 hours for our Education, Government and Business customers).
Please note, some orders are partially-shipped for speed of delivery. If the items are not listed on the delivery note or dispath email, they should follow shortly. If you would like an update on the status of your order, please contact us.
When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.
Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs for UK Mainland orders.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within 4 working days (please note that this is 48 hours for our Education, Government and Business customers). If the items are visibly damaged on receipt, you will need to sign the carrier's delivery note accordingly.
When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.
Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Items Faulty on Arrival
If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our Education, Government and Business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation.
When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.
Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs, for UK Mainland orders and for consumers only. We test all returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you; in this instance you will be liable for the return carriage. Any items not claimed within 14 days of notice of this will be disposed of.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it's more than 28 calendar days since receipt (14 calendar days for our Education, Government and Business customers), then provided your item is within its warranty period, you are entitled to a warranty repair. You are responsible for any costs incurred in returning items.
In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly.
For our Education, Government and Business customers all warranty repairs after 14 days of receipt are referred directly to the manufacturer (unless otherwise stated)
If you change your mind
Please note, The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations only apply to UK domestic consumers; they do not apply to any of our Education, Government and Business customers.
This means we are unable to accept return of unwanted items from our Education, Government and Business customers.
The below applies to UK consumers only:
If you have simply changed your mind about any item ordered and you wish to return it, then in line with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations you can do so provided you inform us of your decision within 14 days of receipt.
The item must be unopened, unused and 'as new' when returned to us. This means that all seals and packaging must be intact and in a saleable condition.
Once you've informed us that you wish to return goods under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have 28 calendar days to do so, at your own expense. Once the item is received at Primary ICT, we will issue a full refund for the product to your original payment method. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations contains some other restrictions based on certain types of products and services, so not everything we provide will be covered under this (including large/furniture items, those ordered on request and software)
You are responsible for any costs incurred in returning any unwanted items to us. All goods returned remain your responsibility during transit and until signed for by Primary ICT. We strongly recommend using both an insured and tracked service to do this. Do not mark or write on the original product boxes or products – only write on the postage packaging.
When you contact us to return the items, we may ask you to send them to us or we may be able to arrange (at your expense) to to collect these from you. Please do not send anything to us before contacting us for authorisation first.
If you decide to return part of your order, we will deduct from any refund the value of all discount vouchers used if the value of the items you keep no longer qualify you for the voucher, under the terms of the original offer. Postage costs are not refunded on partial returns.
Items That Can't Be Returned
Primary ICT doesn't accept returns of the following items under any circumstances:
- Any product missing the serial number or UPC
- Any security marked items
- Downloadable software products
- CDs, DVDs or software if these have been opened
- Online subscriptions after they have been accessed
- Items customised or made to your specification