Consumer refund policy
Money back guarantee – Consumers
There are rare occasions when your purchase from PS Tech will need to be returned to us. This information details how we handle such a situation.
Most importantly: If you need to return any item to us, you must call our customer service team on 01732 243100 to arrange your return. There are some terms and conditions that apply to our 14 day money back guarantee.
14 day money back guarantee – if you change your mind
If you have changed your mind about any item you have ordered from PS Tech, and you wish to return it, no problem. You must inform us within 14 days from the day after you have received your item. The item must have not been used in any way, and must be ‘as new’ when returned to us.
Once you have informed us that you wish to return your item, you have 14 days to return it to us. Once we receive the item back, we will issue you with a full refund for the product, to the payment method used for the original payment.
Please be aware that this money back guarantee does not apply to Business Customers, and there are some limitations for our Consumer Customers.
Non-faulty returns will not be accepted for digital/electronic software downloads unless you inform us within 5 working days of receipt of the item and it can be proven that the Licence or Activation Key has not been viewed.
For faulty digital/electronic products, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement or it can be proven that the License Key has not been viewed. We will replace any damaged or non-conforming Licence Key upon receipt of the manufacturer’s confirmation that the item is faulty.
Returning items using your own method of delivery
If you elect for a refund of a Product returned by you because of a defect it will be refunded as per this policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. We will also refund the cost incurred by returning the defective Product to us up to a maximum of £4.50. This will only be refunded upon the receipt of proof of the carriage costs. We will also arrange collection of your goods for a fee. This can be arranged when you contact us to discuss your Return. Do not send any items back to us, until you have contacted our customer service team, and have approval to do so.
Items faulty on arrival
If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs up to a maximum of £4.50. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage costs.
Items faulty in manufacturer’s warranty period
If any of your purchases develop a fault, and it’s more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer.
Items damaged in transit
If any items were damaged in transit, we ask that you report it to us within seven working days (please note that this is two working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier’s delivery note. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our location, we’ll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.
Your statutory rights as a consumer
The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries they may have. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered via our website, over the phone, or by e-mail, then you may raise a complaint with the European Online Dispute Resolution Platform.
LCD screen pixel faults
LCD Screen Manufacturers comply with ISO standard 13406-2 with regard to screen pixel faults. This standard recommends how many dead pixels are acceptable in a display before it should be replaced, within the terms and conditions of the manufacturer’s warranty. The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present. In the case of defaulting pixels on a new LCD display, PS Tech will always defer to the manufacturer for guidance according to their warranty.