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Returns & Refunds

We always endeavour to ensure you are satisfied with your purchases from SVP.co.uk, however we understand that occasionally you may need to return your purchased goods. To ensure that this is done as easily and swiftly as possible we have set the following guidelines.

RMA reference

When an item is returned for any reason your RMA reference must be included otherwise it could delay the processing of your return considerably.

Changed your mind?

If you decide that you do not want to keep the goods you have purchased, provided that you have not had the goods for more than 14 working days after the day that the goods were delivered, you are entitled to return the goods for a full refund. We are only able to offer this guarantee on the basis that the goods being returned are inspected by you to the same standard as would be permitted in a retail shop and are returned in a resellable condition. For electronic goods that hold data such as mobile phones, tablets, laptops, PCs and any other data storage devices It is important that you do not power on the device as this creates user's logs and settings that will personalise the device to you. If this happens then we may not be able to accept your return or the refund amount could be reduced. You could end up liable for any costs incurred.

Only the cost of the goods and standard shipping is refundable. Where alternative shipping is selected and paid for, shipping will only be refunded to the value of standard shipping. Return shipping is the responsibility of the buyer.

If you decide to return the goods beyond 14 working days and within 30 days the goods will be subject to a 10% restocking fee and the shipping will not be refunded.

Certain items cannot be returned (such as cartridges where the seal has been broken) or the refundable amount will be reduced where the value of the goods has diminished or they cannot be sold as is (such as printers where the cartridges have been inserted).

If you prefer for us to arrange a collection the cost of the collection will be deducted from your refund.

Faulty on arrival?

In the unlikely event that you find the goods to be faulty upon arrival you should inform SVP immediately (within 48hrs from delivery). We will work with you to arrange a replacement for the goods or issue you with a refund.

You may be asked to try a few things to establish what the fault is. If you are asked to return the item to us, we will reimburse the cost of the postage to a maximum amount of £3.99. Alternatively, we may arrange a collection of the item or email a pre-paid label and ask you to drop it off to a drop off point.

Where goods are found not to be faulty they will be treated as unwanted (changed your mind) with the option of having them shipped back to you at your cost (for delivery).

Developed a fault?

If goods become faulty after delivery and within the warranty period contact us for a warranty repair or replacement.

Where the goods are covered under warranty by the manufacturer we may ask you to contact the manufacturer as they have all the systems in place to help the end user. Where the goods are warranted by us, we may ask you to perform a few simple checks to try to determine the fault or if there is a quick fix.

You may be asked to ship the unit back to us for repair or replacement (shipping is the responsibility of the buyer). In certain instances we may offer you a partial or full refund for the returned items (shipping will not be refunded).

If a unit is replaced under warranty, the warranty continues and is not renewed.

Where goods are found not to be faulty they will be treated as unwanted (changed your mind) with the option of having them shipped back to you at your cost (for delivery).

Damaged on arrival?

If goods are delivered visibly damaged then delivery should be refused. If delivery is not refused it should be written on the delivery note and only be signed for as damaged. Photos should be taken of the damage before and after opening the packaging.

Please also report the damage to us at your earliest convenience and within 24 hours. This will help us considerably in raising the matter with our appointed courier.

Not what you ordered?

If goods received differ from your order or if part or all of your order has been duplicated in error, please notify us at your earliest convenience and within 48 hours.

Processing your return

If you have an account with us, login to your account. Select Help Desk from the menu on the left. Fill in the form choosing the correct order number.

If you do not have an account go to https://www.svp.co.uk/contacts/ fill in the form. Make sure you mention the order number in the message.

The returns team will help you through the remainder of the process.

Packaging and Shipping

When returning goods you are required to ensure that the goods are adequately packaged to avoid damage during transit. Goods must be tracked and insured to cover the value of the goods by your carrier. We cannot be held responsible for items lost or damaged during transit.

If a collection is being made the goods should be sufficiently packaged and cushioned to protect against shocks, puncturing, scratching or damage that may occur during carriage, handling and/or sorting.

Goods must be returned in their original condition (including packaging) with all accessories supplied (Such as chargers, manuals, etc.). The package must be marked with the ticket number provided by the returns team and must include your order number. If this information is missed it could delay the processing of your return.

Note:

If an item is returned to us for a refund and the item requires work done to it such as wiping or resetting. The cost of the work done will be reduced from the refund.

If an item is returned to us with a fault not covered under warranty and the buyer has not informed us, within 30 days, about what to do with the item, the item will be disposed of in a manner that we see fit.

Customers are responsible for their own data.

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