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Returns Policy
Within 7 days of delivery date
Please refer to The costumers right of cancellation and the costumers rights under the Distance Selling regulations.
A company, partnership, sole trader or any other commercial body or registered charity that wants to return goods for any other reason than warranty have to contact us first before returning these items.
Costs for returning the hardware is always for the costumer.
Warranty Policy
Direct Manufacturer Technical Support
All Technical Support and Returns after 28 days of purchase are usually handled directly by the manufacturer or their appointed agent. This is often the best solution for the customer with the highest standards of technical support, latest information and fastest returns processing. For manufacturer returns details please see the costumers product documentation or contact customer service.
Exceptions
We are always here to help the costumer. For Manufacturer's who do not provide a direct service PC-Koolance will provide Technical Support and service according the warranty conditions and duration provided by the manufactor, but no longer then a year.
To obtain Technical Support please contact customer service on support@pc-koolance.eu.
For all returns handled by PC-Koolance
Compatibility
Applications, drivers/BIOS and games are often released to market with bugs that can affect hardware performance. As a result PC-Koolance cannot guarantee that every hardware product is 100% compatible with every software product available.
Returning Faulty Goods
Please take reasonable care to ensure returned goods are actually defective and the problem experienced is not caused by another component in the costumers system or by software configuration. If after having received Technical Support information the costumer are completely satisfied the costumer have faulty goods the costumer must request an RMA number (Return Merchandise Authorisation) from our customer service team via RMA@pc-koolance.eu.
RMA numbers are issued for specific components only. Do not return the whole order because one believes one of the components may be faulty. If the costumer does not have the facility/expertise/knowledge to test the products him-/herself, we may offer additional service at agreed costs. Returning the goods are always on the costumers costs, when the costumer failed to comply with this the package is not accepted by PC-Koolance. An issued RMA number remains valid for 10 working days, afterwards the costumer needs to process the request again.
If a hardware defect is confirmed we will provide a suitable remedy dependable upon the circumstances. If after our examination we dispute the failure we will contact the costumer to discuss.
With the exception of the confirmed defect itself, the condition of the goods will relate to the remedy we are willing to offer, it is often useful if the costumer do keep packaging and accessories.
Modified Goods
Any goods that have been modified or physically altered in any way may be excluded from the warranty we are able to offer. If unsure please contact us before the costumer attempt an RMA for further clarification.
Packaging
Returned items must be packaged properly. It is the costumers responsibility to ensure returned goods are fully insured. PC-Koolance cannot take any responsibility for goods that are damaged or lost whilst being returned, even if faulty.
Testing
All returned items will be tested by technicians. It is essential that goods are tested as approximately 50% of all received returns are tested not faulty. It is therefore important that the costumer include a detailed description of the problems experienced. Any item found to be not faulty will be subject to a 50 euro charge. This is without any delivery fees. The costumer will be notified by e-mail before any non-faulty goods are returned to the costumer and the costumer need to pay the charge and an shipping costs upfront before we will return the goods to the costumer.
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