Terms & conditions
Your product is faulty
ALL FAULTS WITH NEWLY RECEIVED ORDERS MUST BE REPORTED WITHIN 24 HOURS
Should you suspect a fault with your product, you can:
• Read the troubleshooting section of the product manual as it may be a common problem that can be easily resolved
• Visit the Knowledge Bank online for additional expert support, downloads, manuals and advice
• Call our help line on 0797 33 16564 and depending on the product, we may be able to help you solve the problem over the phone
If the problem can't be resolved:
Don’t worry, if your product develops a fault within a few days, we’ll always offer you the choice of an exchange, provided you have proof of purchase.
All products come with at least 30 days guarantee with us and possibbly more warranty with manufacturer once products are registered with them. This will be clearly shown in the website listing, if a product doesn't state any warranty then you will have just 30 days warranty with us. If your product develops a fault after a few days and within the remaining guarantee period we will firstly offer you a prompt repair service. If a repair service isn’t available for your product will offer you a suitable replacement and if this isn't an available then a full refund will be provided excluding any delivery costs. If your product develops a fault outside the warranty we can still help you with any repair but you will pay for the return postage.
0797 33 16564 and we will assist you.
Exchange/Refund: We will then give you an exchange or full refund excluding any delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or have been completed.
So how do I get my faulty product repaired?
Store: You can return the product to our store with proof of purchase. You are responsible for returning the items and we advise using insured delivery as we will not be held responsible for any loss or damage in the post.
Phone: If you need to have your product collected if it's too big or heavy to return to store please call our Contact on
0797 33 16564 and we will assist you.
Your product is damaged
How do I return my product?
Store: You can bring your damaged product into one of our stores with proof of purchase within 48 hours of delivery and we will process an exchange for you.
Phone: If you need to have your product collected (if it’s too big or heavy to return to store) please call the Contact Centre on
0797 33 16564 and we will assist you.
Exchange/Refund: We will then give you an exchange or full refund minus any delivery charge paid. However, we do have the right to retain any charge paid for services which have already begun or have been completed.
Returns will only be accepted if the item is faulty or damaged. If the item was delivered by a COMTEK driver, the item was shown and demonstrated then you will not be allowed to return this item on a change of mind rule.
All gaming and custom built desktop PCs will need to be returned to manufacturers Stoke address for RTB warranty work or faulty returns and NOT our main address listed on our website. The warranty is with Component Solutions Ltd who design and build the desktop computers. In the event of any problems, you will need to deal with them directly. Their details are Component Solutions Ltd, Unit 3, Lymevale Court, Parklands Business Park, Newcastle Road,Trent Vale, Stoke on Trent ST4 6NW
You bought your product online or by phone and would like to return it because it is faulty or damaged then please contact us on 0797 33 16564.
CUSTOM BUILD OR UPGRADED LAPTOPS (INCLUDING MEMORY UPGRADES) CANNOT BE CANCELLED OR RETURNED ONCE ORDERED. IF THE ORDER IS CANCELLED OR RETURNED THEN THE REFUND WILL BE MINUS POSTAGE PAID, MINUS £30 LABOUR CHARGE AND MINUS 10% STOCKING FEE. IF THE ITEM DEVELOPS A FAULT THEN IT WILL BE DEALT WITH UNDER OUR OR MANUFACTURER WARRANTY.
TERMS AND CONDITIONS
Standard Terms and Conditions Agreement
This Standard Terms and Conditions Agreement ("Agreement") contains the terms and conditions that apply to any order, purchase, receipt, delivery or use of any products from COMTEK IT SOLUTIONS, or any of its subsidiaries or affiliates (collectively, "COMTEK IT SOLUTIONS"). By accepting delivery of the product purchased from COMTEK IT SOLUTIONS and described on your invoice, you agree to be bound by and accept the following terms and conditions. Any attempt to alter, supplement or amend this document or to enter an order for product (s) that is subject to additional or altered terms and conditions will be null and void, unless otherwise agreed to in a written agreement signed by both you and COMTEK IT SOLUTIONS. These terms and conditions are subject to change without prior written notice at any time, in COMTEK IT SOLUTIONS's sole discretion.
- "We", "us" and/or "our" means COMTEK IT SOLUTIONS ("COMTEK IT SOLUTIONS").
- "You" or "your" means the individual or entity named on the invoice.
- Payment Terms; Orders; Interest.
Advertised prices are in U.K. Pounds and, unless otherwise noted, exclude shipping, handling and any taxes that may be imposed by the legal authority that governs the jurisdiction in which you reside. Terms of payment are within COMTEK IT SOLUTIONS's sole discretion, and unless otherwise agreed to in writing by COMTEK IT SOLUTIONS, payment must be received by COMTEK IT SOLUTIONS before COMTEK IT SOLUTIONS's acceptance of an order. Invoice amounts are due and payable within the period noted on this invoice, measured from the date of the invoice. COMTEK IT SOLUTIONS may invoice parts of an order separately. You agree to pay interest on all past-due sums at the highest rate allowed by law.
No contract exists between you and the Supplier for the sale of any goods until the Supplier has received and accepted your order and the Supplier has received payment in full (in cleared funds). Once the Supplier does so, there is a binding legal contract between us.
By way of clarification, an acknowledgement of your order will be sent to you via e-mail when you place your order, but acceptance of your offer to buy the goods will not take place until after your payment is taken and you receive your acceptance e-mail. It is at this point that a binding legal contract is created and any contract is subject to these Terms and Conditions The contract is subject to your right of cancellation (see below).
Unless otherwise indicated on the face of the invoice, you are responsible for paying all taxes associated with your order.
- Shipping and Title.
COMTEK IT SOLUTIONS can arrange to ship the product(s) you purchase to you. The delivery address must be the same as your billing address (the address your card is registered to). Title to the product(s) passes to you when COMTEK IT SOLUTIONS delivers it to the carrier and risk of loss passes to you when the shipper delivers product(s) to the address you designate. Title to software remains with the licensor of the software. Your use of software is subject to license agreements applicable to the software. You must notify COMTEK IT SOLUTIONS of missing or damaged items in your order within 24 hours after you receive your product.
(a) If you have chosen cash on delivery then a £10.00 charge is applicable for all deliveries within 20 miles of WF12 7BG. If the item is not faulty or damaged and you change your mind at the time of delivery then the £10.00 delivery charge still applies and will need to be paid to the driver.
(b) Please note there maybe extra delivery charges to IRELAND & OFFSHORE DESTINATIONS. These will be confirmed after ordering and we will contact you and confirm before shipping the order.
- Return Policy.
COMTEK IT SOLUTIONS offers a 7-day money back guarantee on every system which is deemed to be faulty or damaged. This excludes damage done whilst in transit. Courier related damage will be treated as faulty and repair, exchange will be first options followed by a refund. The refund will only be issued for the amount of the sale and will not include shipping costs. To do this you must inform COMTEK IT SOLUTIONS in writing and return the products immediately, in the same condition you received them and at your own cost and risk. Please ensure that the product has not been used and that it is returned to us undamaged in the original packaging (sealed boxs) along with all accessories and instructions and all we ask is that you pay the return carriage costs (with insurance). Once notified of your intent to cancel we will refund your original method of payment within 14 days. Goods received back incomplete, damaged or in any condition other than saleable will be either: - returned to you with the cost of the return carriage charged to your account or - refunded to your account with an appropriate penalty of the initial price of the good.
We do not offer a change of mind policy on any goods. If a product is returned based on this reason then handling & restocking fee £35.00 will apply and will be deducted from your refund. The same fee will apply if the items are returned which are not faulty or damaged or damaged by installing other parts and software. If you insist on a refund instead of a repair during a warranty period then a re-stocking fee £35.00 will be applicable.
5(a). If using "cash on delivery option" & the product is not faulty or damaged and you decide not to purchase the product then the delivery charge is still applicable and will need to be paid to the driver. No charge will need to be paid for the product.
5(b). Wrong items ordered will be fully refunded once received in original resalable state/packaging. All items are security marked and will be checked upon receipt. Please note the refund will exclude the delivery charge.
- Faulty products.
If your unit is under warranty is reported as faulty according to information you provided but tests show fault or damage was incurred due to improper usage, a handling fee will be charged as soon as we receive the unit. Handling cost for Mainland UK will be around £35.00 (inclusive of UK VAT). Collection from any other location may incur additional charges. Additional repairing and material costs may occur if you'd like to have the out of warranty or customer induced unit repaired by COMTEK IT SOLUTIONS. COMTEK IT SOLUTIONS reserves the right to modify the repairing costs for out of warranty or customer induced machines without prior notification. EVEN IF YOU DECIDE TO HAVE THE UNIT SHIPPED BACK WITHOUT ANY REPAIRING ACTIVITY, THIS CHARGE WILL BE BILLED DUE TO OUR TRANSPORT COST AND INTERNAL HANDLING COST ALREADY INCURRED.
All faulty items need to be returned within 7 days otherwise are £35.00 handling, re-stocking and admin charge will be deducted from your refund.
COMTEK IT SOLUTIONS is not liable for any software issues or any data loss on your hard disk during repairing as only manufacturer software which came originally with the unit will be installed. We suggest you back-up the important data and software (please remove any memory cards or removable media) before sending in your unit.
Warranty does NOT cover you If your unit develops a software fault after it has been delivered and used, this includes virus related issues, misuse of installed software, issues relating to installation of new (other) software, change of settings by the user. There will be a charge of £60 to re-install all software and return the system to original settings.
Delivery of your repaired unit will be via courier or COMTEK driver. Delivery will be attempted once, with an information card being left.
- Our right of cancellation.
If for reasons beyond our reasonable control, including but not limited to an inability or failure on the part of the manufacturers or suppliers of the goods to supply the goods to us, we are unable to supply the goods to you, we may cancel the agreement at any time before the goods are delivered by giving notice to you. We shall promptly repay to you any sums paid by you or on your behalf under or in relation the agreement. We shall not be liable for any other loss or damage whatever arising from such cancellation.
Warranties for Domestic Customers; Disclaimer of Warranties.
We offer 30 Days warranty on all products unless otherwise stated on the listing.
THERE ARE NO WARRANTIES FOR SOFTWARE OR SERVICES. COMTEK IT SOLUTIONS MAKES NO WARRANTIES, EXPRESS OR IMPLIED, EXCEPT THOSE STATED IN THIS SECTION AND IN COMTEK IT SOLUTIONS'S APPLICABLE WARRANTY STATEMENT IN EFFECT ON THE DATE OF THE INVOICE. ANY SUCH WARRANTIES WILL BE EFFECTIVE DURING THE RELEVANT PERIOD, AND COMTEK IT SOLUTIONS WILL BE OBLIGATED TO HONOR ANY SUCH WARRANTIES ONLY UPON COMTEK IT SOLUTIONS'S RECEIPT OF PAYMENT IN FULL FOR THE ITEM TO BE WARRANTED.
- Warranties for International Customers; Disclaimer of Warranties.
The standard warranty stated above in Section 8 applies to COMTEK IT SOLUTION'S-branded products shipped to a country outside of the United Kingdom, provided that customers outside of the United Kingdom are responsible for paying all freight charges incurred in shipping, importing/exporting and receiving replacement products and parts and for arranging and paying for the shipment of any defective part(s) back to COMTEK IT SOLUTIONS. All international customers are responsible for all customs duties, VAT and other associated taxes and charges. THE WARRANTY DISCLAIMER ABOVE IN SECTION 8 ALSO APPLIES TO INTERNATIONAL CUSTOMERS.
All software is provided subject to the license agreement that is part of the package you receive from COMTEK IT SOLUTIONS. You agree to be bound by the license agreement once the package is opened or its seal is broken. COMTEK IT SOLUTIONS does not warrant any software under this Agreement. Warranties, if any, for the software are contained in the license agreement that governs its purchase and use.
From time to time, COMTEK IT SOLUTIONS may, in its sole discretion, exchange products or portions of a product. Any exchanges will be made in accordance with COMTEK IT SOLUTIONS exchange policies in effect on the date of the exchange.
- Limitation of Liability.
COMTEK IT SOLUTIONS DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES SET FORTH HEREIN, INCLUDING ANY LIABILITY FOR PRODUCTS NOT BEING AVAILABLE FOR USE OR FOR LOST OR CORRUPTED DATA OR SOFTWARE, OR THE PROVISION OF SERVICES AND SUPPORT. COMTEK IT SOLUTIONS WILL NOT BE LIABLE FOR LOST PROFITS, LOSS OF BUSINESS OR OTHER CONSQUENTIAL, SPECIAL, INDIRECT OR PUNITIVE DAMGES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMGES, OR FOR ANY CLAIM BY ANY THIRD PARTY EXCEPT AS EXPRESSLY PROVIDED HEREIN. YOU AGREE THAT FOR ANY LIABILTY RELATED TO THE PURCHASE OF PRODUCTS OR SERVICES BUNDLED WITH THE PRODUCTS, COMTEK IT SOLUTIONS IS NOT LIABLE OR RESPONSIBLE FOR ANY AMOUNT OF DAMAGES ABOVE THE AGGREGATE DOLLAR AMOUNT YOU PAID FOR THE PURCHASE GOVERNED BY THIS AGREEMENT.
English law and the exclusive court jurisdiction of the English courts will apply to this Agreement. The Vienna Convention on Contracts for the International Sale of Goods is excluded.
If any part of the Agreement is found to be invalid or unenforceable by a court, the rest is unaffected. COMTEK IT SOLUTIONS may subcontract assign or transfer its obligations or rights to a competent third party whether in whole or in part. You may not assign or transfer any of your obligations. All notices must be in writing (by hand, email, fax or 1st class post deemed delivered 48 hours after posting) and sent to a legal officer of either party.
- WEEE Regulations.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Recycling reduces the environmental and health risks associated with sending electrical goods to landfill.
COMTEK IT SOLUTIONS is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
Customers must return their like-for-like WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
Your product needs repairing
1. A diagnostic fee of £35 is applicable on all items which need repairing. This fee is not applicable to items still under warranty with us.
2. If a solution is offered and you decide not to carry out the repair then the the diagnostic fee is applicable.
3. If you decide to carry out the repair then this fee will be waived.
4. If you decide to purchase a new product (laptop, computer) at the same time then this fee will be waived.
5. If we (COMTEK IT SOLUTIONS) do not fix or offer a solution then there is no fee.