Returns and refunds

12. Inspection on delivery

12.1 The Buyer or End User must inspect the shipment and outer packaging immediately on delivery.

12.2 The Buyer or End User must check the parcel or pallet count, packaging integrity, visible external condition, product labels and apparent identity of the Goods before signing.

12.3 Visible damage or shortage must be clearly recorded on the carrier's proof of delivery. Where appropriate, the delivery must be refused or signed clearly as DAMAGED or SHORT.

12.4 The Buyer or End User must not use wording such as unchecked or unexamined as a substitute for recording visible damage. If a carrier refuses to permit a qualification, the Buyer must notify the Seller immediately in writing.

12.5 The Buyer is responsible for ensuring that every End User understands and follows these requirements.

12.6 A proof of delivery, carrier photograph, GPS record, scan or signature is evidence that delivery occurred. A clean proof of delivery is evidence of the shipment's apparent external condition at delivery, but does not by itself prove that concealed damage did not exist.

13. Commercial displays: selection and inspection

13.1 Commercial Display Products are high-value, fragile and often serialised products which may be subject to specialist freight, supplier return restrictions, rapid model changes, project pricing and substantial loss of value once allocated or moved. The price and availability offered by the Seller reflect the allocation of risk in these Conditions.

13.2 Before placing an Order, the Buyer is solely responsible for verifying:
(a) the model, product code, screen size, dimensions and weight;
(b) landscape, portrait, face-up, face-down and other orientation requirements;
(c) operating-hour and duty-cycle rating;
(d) brightness, contrast, resolution, viewing angle and image requirements;
(e) the Manufacturer's pixel-defect, panel-tolerance, image-retention and burn-in policies;
(f) VESA, mounting, stand, structural and loading requirements;
(g) power, cabling, data, network, control and connectivity requirements;
(h) ventilation, temperature, humidity and environmental requirements;
(i) site access, unloading, lifting, storage and installation requirements;
(j) software, firmware and content-management compatibility; and
(k) suitability for the intended End User, site, installation and application.

13.3 The Buyer is responsible for carrying out an adequate site survey and compatibility assessment before ordering.

13.4 Incorrect selection, project cancellation, End User refusal, site-access problems, inability to install, inadequate power or network provision, incompatible mounting, unsuitable brightness, incorrect orientation or duty cycle, or failure to carry out a site survey does not entitle the Buyer to cancel or return a Commercial Display Product.

13.5 The Buyer must ensure that each Commercial Display Product is, using competent personnel and suitable handling equipment:
(a) unboxed within 72 hours of delivery;
(b) visually inspected for damage to the panel, bezel, chassis and accessories within that period; and
(c) where safe and reasonably practicable, subjected to a basic power-on test within that period.

13.6 Inspection must not be postponed until the planned installation date or until an installation engineer is otherwise scheduled to attend.

13.7 The Buyer must retain the complete original packaging, pallet, panel protectors, edge protectors, supports and transit materials for at least 30 days after delivery, throughout any notified claim, and for any longer period required by the Manufacturer's warranty process.

13.8 Failure to carry out the required inspection or retain the packaging may prevent or prejudice a Transit Damage Claim, Delivery Discrepancy Claim or Warranty Claim.

13.9 The Seller may require a product-specific checkout acknowledgement for a Commercial Display Product. That acknowledgement supplements and does not replace these Conditions.

14. Damage in transit

14.1 A Transit Damage Claim must be notified to the Seller in writing within 72 hours of delivery.

14.2 The notice must include the Order and invoice references, Delivery Address, date and approximate time of delivery, carrier and tracking details, whether delivery was refused or accepted, proof-of-delivery details, photographs of the outer and inner packaging, photographs of the damaged Goods, serial numbers and a clear description of the damage.

14.3 The Buyer or End User must retain the Goods and all packaging for inspection.

14.4 The Goods must not be installed, used beyond a basic inspection or test, repaired, altered, disposed of, returned or moved from the Delivery Address without written instructions from the Seller.

14.5 The Seller may reject a Transit Damage Claim if it is notified late, evidence or packaging is missing, the Goods have been installed or materially used, visible damage was signed for clean, carrier requirements were not followed, or the Seller, carrier, supplier or Manufacturer has been prejudiced by the Buyer's failure.

14.6 If the Buyer proves that damage could not reasonably have been discovered despite compliance with clauses 12 and 13, the Seller will consider a later claim, but may reject it to the extent that delay has prejudiced investigation or recovery from the carrier or supplier.

14.7 If a Transit Damage Claim is accepted, the Seller may arrange repair, replacement or credit of the affected Goods, subject to availability and the applicable carrier, supplier or Manufacturer process.

14.8 Original delivery charges, failed-delivery charges, additional carriage charges and re-delivery charges are not refundable unless the Seller expressly agrees otherwise or applicable law requires otherwise.

15. Shortages, missing items and incorrect goods

15.1 A Delivery Discrepancy Claim must be notified to the Seller in writing within 72 hours of delivery.

15.2 The notice must include the Order reference, Delivery Address, delivery date, carrier and tracking details, photographs of packaging and labels, details of what was received and what is missing or incorrect, serial numbers and proof-of-delivery details.

15.3 If the Buyer does not notify the Seller within the required period, the Goods are deemed delivered in full and correct, except where the Buyer proves the discrepancy could not reasonably have been identified within that period and delay did not prejudice the Seller.

15.4 Incorrect Goods must not be opened beyond what is reasonably necessary to identify them, installed, used, marked, registered or activated without the Seller's written instructions.

15.5 If a Delivery Discrepancy Claim is accepted, the Seller may replace the affected Goods, supply the missing Goods or issue a credit for the affected Goods.

15.6 If the Buyer or an End User receives more Goods than are shown on the accepted Order or delivery documents, the Buyer must notify the Seller in writing within 72 consecutive hours of delivery. The Buyer must keep the additional Goods separately identified, secure, complete and unused.

15.7 Until the Seller gives written instructions, the Buyer must not use, install, activate, register, resell, transfer, dispose of or otherwise deal with additional Goods. If the Buyer or an End User does so, or does not give the required notice, the Seller may invoice the Buyer for those Goods at the Contract price or, if no Contract price is identifiable, the Seller's current price, together with applicable VAT and reasonable costs caused by the Buyer's act or omission.

15.8 The Seller may arrange collection of additional Goods or give written return directions. The Buyer must comply with those directions and preserve all packaging, accessories, labels and serial-number information. Where the over-delivery was caused solely by the Seller and the Buyer has complied with this clause, the Seller will meet reasonable collection or return-carriage costs which it has approved in writing.

16. Lost in transit

16.1 Goods are not deemed lost in transit unless the Seller, supplier or carrier has investigated and confirmed loss.

16.2 The Buyer must notify the Seller promptly if Goods have not arrived by the expected date and must cooperate with all investigations.

16.3 Tracking, proof of delivery, a carrier photograph, GPS record, signature or scan indicating delivery to the Delivery Address is evidence of delivery unless the Buyer provides clear contrary evidence.

16.4 If Goods are confirmed lost, the Seller may replace them or issue a credit for the affected Goods, subject to availability and any carrier or supplier process.

16.5 If Goods for which the Seller has supplied a replacement or issued a credit under clause 16.4 are subsequently delivered to, found by or recovered by the Buyer or an End User, the Buyer must notify the Seller immediately. At the Seller's option and written instruction, the Buyer must either return those Goods in their original packaging and condition at the Buyer's cost and risk, or pay the original Contract price for them. The Seller may reverse any credit issued or raise an invoice to give effect to this clause.

17. Returns and commercial display products

17.1 The Buyer has no contractual right to return Goods because they are unwanted, no longer required, surplus, incorrectly ordered, incorrectly specified, unsuitable for the Buyer's or End User's project, incompatible with other equipment, refused by an End User, or because a project, installation or customer order has been cancelled, delayed or changed.

17.2 Every Commercial Display Product is non-cancellable once the relevant Order has been accepted and is non-returnable.

17.3 Clause 17.2 applies whether or not the Commercial Display Product is a stock item, unopened, unused, held by the Seller or a supplier, capable of resale, or still displayed as available on the Website.

17.4 No Discretionary Return is permitted unless the Seller has issued a valid DARA.

17.5 The Seller is under no obligation to issue a DARA. A Director may approve or refuse a request at their absolute discretion.

17.6 No employee, salesperson, account manager, customer-service representative, warehouse operator, carrier, supplier, distributor, Manufacturer, service agent or other person has authority to approve a return on behalf of the Seller unless a valid DARA is issued following recorded approval by a Director.

17.7 The Buyer must not rely on an oral statement, informal email, support message, supplier approval, Manufacturer RMA, service ticket, courier label, collection booking or other communication as authority to return Goods unless it forms part of a valid DARA.

17.8 A DARA:
(a) applies only to the Goods and quantities expressly identified;
(b) is subject to every condition stated in it;
(c) expires on the stated date;
(d) does not establish a course of dealing or entitlement for any other Order; and
(e) does not guarantee a credit unless it expressly states that a fixed and unconditional credit has been approved.

17.9 Goods returned under a DARA must be returned by the deadline and to the address stated in it. Unless the DARA states otherwise, they must be unopened, unused, uninstalled, unpowered, unregistered, unactivated, complete and in original, clean, unmarked and undamaged Manufacturer packaging, with all pallets, supports, protective materials, accessories, manuals, cables, remote controls, licences, seals, labels and documentation intact.

17.10 The Buyer is responsible for return carriage, specialist transport, insurance, packaging, loading, unloading and all risk in transit unless the DARA expressly states otherwise.

17.11 Risk in and title to returned Goods remain with the Buyer unless and until the Seller confirms in writing that the Goods have passed inspection and have been finally accepted as a return.

17.12 Receipt of Goods, acceptance of a delivery, collection by the Seller or its carrier, signature of a carrier document, issue of a return number, or placement of Goods in quarantine does not constitute acceptance of the return or an agreement to issue a credit.

17.13 The Seller may open, inspect, test and photograph returned Goods and may refer them to a supplier, Manufacturer or specialist for inspection.

17.14 Unless a DARA expressly provides for a fixed and unconditional credit, any credit for a Discretionary Return is limited to the net amount actually recovered by the Seller through an upstream supplier or Manufacturer credit or through an arm's-length resale, capped at the net product price paid by the Buyer.

17.15 The Seller may deduct from a proposed credit all outbound delivery, failed-delivery, collection, return carriage, insurance, handling, inspection, testing, repalletisation, replacement-packaging, storage, supplier, Manufacturer, restocking, refurbishment, repair, missing-item and administration costs, together with any reduction in value.

17.16 No conditional credit becomes due until the Goods have passed inspection, the Seller has received the corresponding supplier or Manufacturer credit in cleared and unconditional form or cleared resale proceeds, and all amounts owed by the Buyer in connection with the return have been paid or deducted.

17.17 Original delivery, expedited delivery, booking-in, specialist delivery, failed-delivery, return carriage and re-delivery charges are not refundable in connection with a Discretionary Return.

17.17A Approved credits will be applied to your account for use against future orders.

17.18 Goods sent or tendered without a valid DARA are Unauthorised Returns. The Seller may refuse delivery of an Unauthorised Return.

17.19 If the Seller takes possession of an Unauthorised Return, it may hold the Goods at the Buyer's risk and cost, require the Buyer to collect them, return them to the Buyer at the Buyer's cost, and charge reasonable handling and storage costs.

17.20 If the Buyer fails to collect or provide satisfactory delivery instructions for an Unauthorised Return after written notice, the Seller may exercise its rights in relation to uncollected goods in accordance with applicable law, including the Torts (Interference with Goods) Act 1977.

17.21 Nothing in this clause prevents the Buyer from making a properly evidenced Transit Damage Claim, Delivery Discrepancy Claim, Warranty Claim or other claim which cannot lawfully be excluded. No such claim authorises the Buyer to send Goods back without a DARA. Where applicable law requires a physical return or other remedy which cannot be excluded, the Seller will provide a DARA or equivalent Director-approved written directions within a reasonable period, and the Buyer must follow those directions.

18. Refused and undeliverable orders

18.1 If Goods are returned to sender, refused, undeliverable, not collected, incorrectly addressed or rejected by the recipient through no fault of the Seller, the Buyer remains liable for the Contract price and all resulting costs.

18.2 The Seller may require the Buyer to pay for re-delivery, require collection by the Buyer, store the Goods at the Buyer's cost or take another reasonable step.

18.3 A refused or failed delivery does not create a right to cancel or a right to credit, including where the Goods are Commercial Display Products.

18.4 A Director may, at their absolute discretion, authorise cancellation and a discretionary credit by issuing a DARA or other signed written approval. Any such credit is limited to the product element approved by the Director and is subject to inspection and all deductions under clause 17. Delivery charges are not refundable.

18.5 No credit will be given for Goods which are lost, damaged, opened, used, incomplete, activated, registered, altered or no longer in resale condition following failed delivery or return to sender, except where a Director expressly approves otherwise.

19. Faulty goods and manufacturer warranty

19.1 The Buyer acknowledges that the Seller is not the manufacturer of the Goods.

19.2 Product faults, warranty issues, DOA issues, repairs, replacements and technical support must first be handled in accordance with the relevant Manufacturer's warranty, service, support, DOA, repair, replacement or returns process.

19.3 The Seller does not provide an independent extended or enhanced product warranty unless expressly stated in an accepted Order.

19.4 To the fullest extent permitted by law and reasonable under the Unfair Contract Terms Act 1977, the Seller's responsibility in respect of faulty Goods is limited to passing on and administering for the Buyer the benefit of any warranty, remedy, repair, replacement, credit or support process made available to the Seller by the Manufacturer, supplier, distributor, service agent or warranty provider.

19.5 At delivery, the Goods will correspond in all material respects with the agreed product code and any specification expressly incorporated into the accepted Order. A Manufacturer may make non-material changes to packaging, firmware, accessories, appearance or specification. The Seller will not substitute a materially different product without the Buyer's written agreement.

19.6 Except as expressly stated in these Conditions, and to the fullest extent permitted by law and reasonable under the Unfair Contract Terms Act 1977, terms, conditions and warranties implied by sections 13 to 15 of the Sale of Goods Act 1979 or otherwise in relation to quality, fitness, performance, compatibility, durability, design or suitability are excluded. Nothing in this clause excludes an obligation as to title which cannot lawfully be excluded or a liability preserved by clause 32.1.

19.7 If an exclusion or limitation in clause 19.4 or 19.6 is not effective, the Seller's obligation is, to the extent permitted by law, limited at its option to procuring repair, replacement or credit of the affected Goods, subject to clause 32.

19.8 The Buyer is responsible for checking suitability and compatibility before ordering.

19.9 The Buyer or End User may be required to contact the Manufacturer, vendor, service agent or warranty provider directly. The Buyer is responsible for arranging that contact where necessary.

19.10 The Buyer must follow, and ensure that the End User follows, all Manufacturer instructions, including troubleshooting, diagnostic checks, serial-number verification, firmware updates, photographic evidence, proof-of-purchase requirements, ticket creation, packaging requirements and return procedures.

19.11 Assistance by the Seller is administrative and does not make the Seller responsible for a Manufacturer's decision, timescale, repair, replacement, credit, rejection or support process.

19.12 A Manufacturer authorisation, RMA, service reference, return label or support ticket is not a DARA and does not guarantee a credit, refund or replacement from the Seller.

19.13 A Manufacturer may choose on-site service, return-to-base repair, parts, repair, refurbished replacement, equivalent replacement or another warranty remedy. The Buyer has no entitlement to an advance replacement, new-for-old replacement, loan unit, immediate credit or refund unless the applicable process or the Seller expressly provides one.

19.14 The following do not constitute faults to the extent they fall within the relevant Manufacturer's published specifications, tolerances or exclusions:
(a) dead, bright, stuck or sub-pixel behaviour;
(b) colour, luminance or uniformity variation;
(c) minor bezel, finish or cosmetic variation;
(d) image retention or burn-in resulting from static or insufficiently varied content;
(e) performance arising from use outside the rated duty cycle;
(f) use in an unauthorised orientation;
(g) inadequate ventilation or environmental control;
(h) incorrect mounting, cabling, power, firmware or configuration; or
(i) incompatibility which the Buyer was responsible for checking.

19.15 The Seller may refuse a Warranty Claim where Goods have been misused, incorrectly installed, modified, damaged after delivery, used outside specification, used with incompatible equipment, repaired by an unauthorised person, used contrary to Manufacturer instructions, exposed to power surge, liquid, impact, environmental damage, neglect or abuse, or used with incorrect power, mounting, cabling, software, firmware or accessories.

19.16 Goods must not be returned in connection with a Warranty Claim unless a valid DARA is issued, except where applicable law requires otherwise. A Manufacturer RMA or instruction does not replace the requirement for a DARA from the Seller.

19.17 Goods authorised for return must be packed and returned exactly as instructed, with all required packaging, accessories and documentation.

19.18 The Seller may inspect, test or arrange testing of Goods claimed to be faulty.

19.19 If no fault is found, the claimed condition falls within Manufacturer tolerance, or the fault is excluded from warranty, the Seller may reject the claim and charge inspection, testing, handling, collection, return carriage, storage and supplier or Manufacturer costs.

19.20 If a genuine fault is accepted, the Seller may, subject to the applicable process and availability, arrange repair, replacement or credit.

19.21 The Buyer must collect or accept return of rejected Goods within 14 days of notice. If it fails to do so, the Seller may store the Goods at the Buyer's cost and, after appropriate notice, exercise applicable rights concerning uncollected goods, including rights under the Torts (Interference with Goods) Act 1977.

19.22 The Seller is not liable for labour, installation, de-installation, configuration, data loss, substitute equipment, engineer attendance, End User compensation, downtime or business interruption arising from faulty Goods, except to the extent liability cannot lawfully be excluded or restricted.

20. Software, licences and digital products

20.1 Software, licences, subscriptions, activation keys, digital products, cloud services and electronically delivered Goods are supplied subject to relevant vendor terms.

20.2 The Buyer is responsible for complying with vendor terms and ensuring End User compliance.

20.3 Such Goods are non-cancellable and non-refundable unless a Director expressly agrees otherwise in writing, the vendor permits it, or applicable law requires it.

20.4 The Buyer is responsible for accurate End User details, email addresses, domains, tenant details, licence quantities, subscription terms and renewal information.

20.5 The Seller is not liable for incorrect activation, inaccurate End User details, vendor-portal errors, activation delays, renewal issues, auto-renewal charges or failure by the Buyer or End User to comply with vendor terms, except to the extent liability cannot lawfully be excluded.

20.6 Software and digital products are supplied as is except to the extent stated by the vendor or required by law.

20.7 The Buyer must not copy, modify, reverse engineer, decompile, disassemble, distribute or misuse software except as permitted by applicable licence terms.