repairs and returns

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IT Support Services and Computer Repairs | Biggleswade | Bedfordshire

01767 668616

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Terms of Service – Repairs & Returns

Repair Services

 

Our repair service is defined as the investigation, acquisition, replacement or amendment of an existing product that you give us permission to support. By carrying out these services, we operate under the authorisation of the customer to carry out these tasks to the best of our ability to improve on your current experience.

By definition, any work that involves time spend by us carrying out any given work request that you provide to us.

For further detail on what is expected of us whilst carrying out these services please visit [name of page]

What to expect

 

When our customers contract us to repair something, the start of the service is when we are given access to the product. This can be when a computer is handed into our Workshop or when we initiate a remote control session. Once the service begins, it becomes chargeable.

We aim to keep our customers updated during the process and look to answer all questions before, during and after any repair.

You can find out more on this by visiting Service Expectations.

Exchange, Warranty & Returns Policy

As a consumer, when you buy any product from us as part of a repair or individually, your rights are protected as a consumer whether you are a business or not. 

Faults on products purchased through us

Where an item has been bought as part of a repair you are entitled to a refund or replacement on the part, in the event of faulty hardware during it’s warranty period. Refunds occur in the event where we are unable to repair or replace the product. Warranties do not include the cost of labour. We do, however, offer a 30 day period from purchase where labour is not chargeable on faulty goods.

If a product is sold individually outside of a repair or service it is subject to the manufacturers warranty. We will provide a replacement for your product (provided the manufacturers warranty has not been broken.) Products that are to be returned under the manufacturers warranty can take up to 7 days to replace whilst we confirm warranty status on products.

Returns on products purchased through us

Items sold individually that are not part of a repair can be returned to us within 14 days of purchase, provided that the item has been unopened and in a condition where the product can still be sold as new. If the item packaging shows signs of tamper, we reserve the right to refuse 

Products sold as part of a repair can not be returned as these will have been opened and are not in a condition to be re-sold. We will only accept returns on these products if they are faulty and meet the requirement to be covered by warranty.

Changing your mind on purchases

If you change your mind on a purchase the following policies apply:

Hardware – Can be returned within 14 days of purchase provided that no seals have been broken and the product is in a sell-able condition.

Software – Once the product has been activated, we are unable to offer a refund. In most cases, software is already activated upon purchase.

Not covered by warranty

 

Any items or products that are sold separately to a repair service will be subject to the manufacturers warranty. It is the responsibility of the consumer to read through all documentation provided within the product to fully understand what this warranty covers. Any product that has expired in warranty will not be covered by any replacement or repair policies which would normally provide a financial discount or rebate.

Note: Normally, labour is not covered by any warranties we provide after 30 days from purchase. We do consider this on a case-per-case basis depending on the complexity of the repair / replacement.

Eligibility for refunds

 

All refunds are required that you provide your invoice or receipt upon request. 

We can only refund to the payment card or bank account that funds were transferred from.

Payments originally made in cash must be returned to a bank account of choosing. We are unable to offer cash as a refund method, nor can we refund to a card that was not originally present when payment was made.

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Phone Lines Open: Mon – Sat 9am – 8pm | Dr. Jones PC Support – Trading name of DRJPCS Limited | VAT No. GB279463260 | Registered in England and Wales. Company Number: 11002345