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There are four reasons for wishing to return an item; “Not Required”, “Incorrect/Missing”, “Damaged”, or “Faulty”. Plus one additional option for refunding, which is “Goods Did Not Arrive”.
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Not Required
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In compliance with the Distance Selling Regulations we are happy to offer all of our customers a 7-day “cooling-off” period for any goods supplied by Fuzion Systems Ltd. If you receive an item and it is not what you were anticipating or it transpires that it is not suitable for your intended use, then please contact us by e-mail or telephone, we will raise you a Returns Reference and give instruction on sending the item back. Of course, goods that you wish to return must be sent back to us in 'as new' condition! Not Required items which come back to us which are incomplete or in a condition not suitable for resale may only receive a partial refund of the purchase price or be returned to you – this is at the sole discretion of Fuzion Systems Ltd.
Please, under no circumstances, send goods back to us without prior contact and the raising of a Returns Reference. Irrespective of the documentation or notes that you may enclose, Fuzion Systems Ltd reserves the right to refuse acceptance of such returns, or return the goods to you (in which case additional charges may be applied). ALWAYS get in touch first!
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Incorrect & Missing Items
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We do of course have processes in place to ensure, as far as possible, that goods are picked and packed correctly. However, we are not infallible gods sipping liquid ambrosia from golden chalices on Mount Olympus (much as we might like to be) but regular human beings and, as such, the occasional error will occur. If you receive something which you should not have done, or there is something listed on your invoice which is not in your delivery, then send us an e-mail or give us a call, again within 7 days of receipt. If you have an incorrect item it is always useful to give us as much detail as possible about what it is that you have received instead. We will advise on the procedure for dealing with the issue and raise you a Returns Reference if necessary so that goods can be exchanged. Then we will find the person responsible for the error, and beat them with a stick while shouting your name.
Please, under no circumstances, send goods back to us without prior contact and the raising of a Returns Reference. Irrespective of the documentation or notes that you may enclose, Fuzion Systems Ltd reserves the right to refuse acceptance of such returns, or return the goods to you (in which case additional charges may be applied). ALWAYS get in touch first!
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Damaged
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Goods are always inspected for any damage prior to despatch, and are packed as best as can be, given allowances for time, cost and the value of the goods in question – let’s be fair, a small clockwork toy will be given less reverence than a Fabergé Egg (which we don’t sell, by the way)! Whilst goods will always leave us in prime condition, it is an unfortunate fact of life that items will become damaged in transit. If an item delivered by courier has packaging which appears to be damaged, then you may refuse the delivery (this is advisable where goods are clearly not suitable for use) or accept the delivery but sign for them as “Damaged”. Please ensure that goods are not merely signed for without inspection. If damaged items are delivered without inspection, or are delivered by Royal Mail on a standard service which does not require signature, then please contact us and we will advise on the procedure for dealing with the item in question.
Please, under no circumstances, send goods back to us without prior contact and the raising of a Returns Reference. Irrespective of the documentation or notes that you may enclose, Fuzion Systems Ltd reserves the right to refuse acceptance of such returns, or return the goods to you (in which case additional charges may be applied). ALWAYS get in touch first!
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Faulty
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Please note that faults on goods sent to you need to be reported to us within 30 days of receipt; if the manufacturer of the item you purchased offers an extended warranty after this period, contact us by all means but we may refer you to the manufacturer as they may have their own repair/exchange procedures in place.
If you have a technical problem with any of our products, the first thing to do is click on the 'Help Me' button, available on each page of the website. From here you will be able to access one of our nice friendly technically-minded people who will jovially take some details of the problem, and see if there is anything that can be done. Or by all means send us an e-mail or call if you wish, that’s why we have computers and telephones after all.
If we are unable to rectify the problem you are experiencing with the item, we will raise you a Returns Reference and give you instructions on how to send the product back to us. Please make sure that you include all parts of the item and manufacturer’s documentation in your returned parcel unless specifically advised. We will then take a good hard look at the product upon return to see if we can fix the problem, failing which we can send you out a direct replacement, or process a refund of the relevant sum, whichever you prefer.
Please, under no circumstances, send goods back to us without prior contact and the raising of a Returns Reference. Irrespective of the documentation or notes that you may enclose, Fuzion Systems Ltd reserves the right to refuse acceptance of such returns, or return the goods to you (in which case additional charges may be applied). ALWAYS get in touch first!
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Goods Did Not Arrive
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If your goods were despatched to you by courier, there should be tracking available so that we can see what has happened; sometimes couriers misdirect items, or can’t find addresses – just let us know that your goods have not arrived and we will do our best to make sure that they get to you as soon as possible.
If we have shipped an order by Royal Mail and it hasn’t arrived then the Royal Mail Lost Item Policy comes into play; Royal Mail will only consider an item “lost” if fifteen days have elapsed from the date of posting. We are unable to send out a duplicate order free of charge, or refund the order until this time has elapsed or we are not entitled to claim compensation from Royal Mail. If your order has not arrived after a few days from despatch then by all means give us a call and we will tell you at what point we will be able to ship it again or refund you. A couple of things that experience tells us you should always bear in mind;
a) Someone else may have accepted the parcel and just not told you it arrived, so please ask around.
b) Royal Mail may have tried to deliver and neglected to leave a card, in which case the item will be at your local Royal Mail depot awaiting your collection. Not having a go at anyone, but this happens an awful lot, it is definitely worth giving your local depot a call to see if they have anything for you.
If the fifteen days pass without delivery we can submit a claim to Royal Mail and duplicate your order or refund you. Royal Mail will send you a form to complete to verify that the order was placed and did not arrive, please note that you need to complete and return this to them straight away, or two things will happen; firstly, Royal Mail will disallow the claim, deeming that as you have not returned the form the goods were delivered. Secondly, they tell us that the goods were delivered and a new, payable, invoice is raised for the goods which you told us you didn’t get. Therefore – if you are unable to complete the form for any reason then you need to let us know immediately.
Irrespective of what you have ordered, if it has not arrived within a few days of despatch then please DO contact us, otherwise we don’t know about a failed delivery until it is returned back to us – normally a couple of weeks with couriers and about a month with Royal Mail.
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Refunds: General Information.
We aim to process refund transactions within 24 hours of receipt of goods, subject to processing by our banking facility of course. Refunds are provided in the same manner in which you paid for your order unless specifically requested otherwise; where such a requested method incurs additional banking charges these will be deducted from the sum to be refunded to you, please bear this in mind.
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