Returns Faulty Goods and Transit Damage
Order cancellation, return authorisation, faulty goods handling and transit damage responsibility explained in plain terms.
Cancelling an Order
Before payment, an order can be cancelled by telling us. Nothing is allocated until a matching payment is received, so an unpaid order simply lapses.
After payment, cancellation depends on whether the goods have been allocated or despatched. Raise it as early as possible, because the options narrow once a consignment has left.
Returns and Authorisation
Returns are handled under a return authorisation issued before anything is sent back. Goods returned without one cannot be matched to an order on arrival.
- Raise the issue with the serial number and the order reference
- Describe the fault and what was observed rather than only the symptom
- Wait for the return authorisation before despatching anything
- Return in the original packaging where that is still available
Faulty Goods
Hardware failing inside the replacement warranty period is handled against the serial number recorded at despatch, which is why the serial list matters beyond the asset register.
Where a vendor support contract is in place, the advance replacement route under that contract is usually faster than a supplier return. Check the entitlement first.
Transit Damage
Transit damage is a carrier matter, and the evidence has to be captured on arrival. Photograph the carton before opening it and record any visible damage against the delivery note.
Once a consignment is signed for as received in good condition without that record, the position becomes much harder to recover.
After Sale Service Questions
How Do I Cancel an Order Before Payment
Tell us. Nothing is allocated until a matching payment is received, so an unpaid order does not need a formal cancellation.
Do I Need a Return Authorisation
Yes. Goods returned without one cannot be matched to an order when they arrive.
Who Is Responsible for Transit Damage
The carrier, provided the damage is recorded on arrival. Photograph the carton before opening and note the damage against the delivery note.
How Long Is the Replacement Warranty
12 months as standard from despatch, handled against the serial recorded at despatch.
Is Repair Available Instead of Replacement
On some platforms, yes. Ask on WhatsApp with the serial number and the fault description and the available routes come back in writing.
Still Have a Question
WhatsApp reaches the sourcing team directly and the reply comes from the person who will handle your order.