In addition to your rights under the Distance Selling Regulations (see Terms and Conditions of Sale), most items may be returned for refund or exchange provided we receive them within 30 days of shipping and returned in the same condition as when bought.
Clearance Items
Clearance items may be returned or you may inform us in writing that you wish to cancel your order within 7 business days of receipt of the goods in accordance with the Distance Selling Regulations unless faulty, in which case they must be returned within 14 days of the shipping date or, where the fault does not become apparent until after this time, within 14 days of the date on which the fault became apparent.
Faulty Goods
Where goods are returned as faulty after 30 days of shipping we reserve the right to return the product to the manufacturer for repair or replacement. If this should happen then it is likely that the repair or replacement could take up to 30 days to process. In some cases we may advise you to contact the manufacturer directly as they offer tailored end user warranties and in some cases on-site replacement and are therefore better placed to resolve any problems.
Replacements
If you request a replacement, we will ship your replacement after we have processed your returned product. We will create a credit note for your account to the value of the item(s) being returned and a new order will be created by us for the replacement item(s), which you can track from the ‘Orders’ section of our website. No funds will be taken from your credit card during this process unless express permission has been given.
Return Carriage
Return carriage costs are your responsibility. If goods are found to be genuinely faulty we will reimburse your return postal charges, up to a maximum of £5.00 (see refunds section below).
We very strongly advise customers to return all mobile phones and goods over £30.00 in value to us using a tracked and insured postal service such as Royal Mail Special Delivery Service.
We are unable to process any returns, refunds or cancellation of orders until the goods have been received and checked at our offices. ExecutiveTools.co.uk are not responsible if the goods fail to be returned to us .
Royal Mail Recorded Delivery should be used only for returning accessories and goods below the value of £30.00 only. Special Delivery should be used for all mobile phones and any items worth over £30.00. Compensation to the value of only £27.00 can be claimed from Royal Mail if items are posted using the Recorded Delivery method.
All goods should be packaged in a secure parcel to avoid damage in transit ensuring the contents are not on show.
Items to be returned
Goods should be in their original unused condition, complete with all original items as below (as applicable):-
- Handset in original undamaged box (including box inners)
- Mobile phone manual and literature
- Mains charger, battery and manufacturers hands free kit
- CD-ROM software and data cable
- Leather case, personal hands free kit & in-car charger
- Any free gifts, incentives or vouchers included with the offer
- PLEASE DO NOT SEND YOUR SIM-CARD OR MEMORY-CARD (unless supplied as part of your purchase) ... as we cannot be held liable for loss of data (on memory cards and sim-cards) or any other loss or damage relating to Sim-Cards (including misuse) and Memory-Cards which have not been supplied by us.
Cancellation of Orders For Other Types of Goods
You may only cancel your order within 7 days of receiving the goods if there is a genuine reason or fault with the product.
All goods including all packaging and any additional items such as free gifts, accessories and promotional vouchers must be returned to us in an unused and re-saleable condition.
To exercise your right of cancellation, you must give written notice to the Supplier by hand, post, fax or email giving details of the goods ordered and (where appropriate) their delivery. Notification by phone is not sufficient.
Once you have notified the Supplier that you are cancelling the order, the Supplier will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for the goods after the goods have been received back.
Except in the case of faulty or misdescribed goods, if you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.
You must take reasonable care of all goods whilst in your possession. Goods received back in an unsuitable condition will unfortunately not qualify for a full refund.
Manufacturer's Warranty
Only NEW Handsets/products supplied are covered by a 12 month manufacturer's warranty. Contact details for the manufacturer's technical helpline and customer services can normally be found within the product manual or can be obtained from us. Refurbished Handsets are covered by a 7 day warranty in the case of faulty equipment.
Refunds & Compensation
Refunds will be processed within 7 days (normally within 2 working days) of us receiving the returned goods. Refunds will normally be credited to the payment card details provided at the time of ordering the goods from us - e.g. refunded to your credit or debit card.
A charge (as above) will be made for any goods that are returned back in an un-saleable or incomplete condition. This will be deducted from your refund if applicable or charged against your debit or credit card details as provided at the time of ordering.
We are regret we are unable to provide refunds or compensation for the loss of any costs you have encountered and lost due to the return or replacement of your mobile phone. For example this includes printing of business cards with your mobile phone number on or downloading of ringing tones, logos, games, personal data or other such items relating to your mobile phone or sim-card. This list is not exhaustive.
