Returns PolicyFaulty Goods
It is the customer’s responsibility to check for hardware/software faults within 7 days of delivery.
If a manufacturer’s fault is found upon delivery (as defined as outside the ‘limitations of warranty’ section detailed below), then the customer will be entitled to a full refund or new unit sent out at the cost of Cutpay Merchant Ltd. The equipment, including boxes or any packaging MUST be kept in its original condition for this to be valid. If the equipment is deemed to have been damaged or otherwise marked in any way, a flat rate fee of £60 (ex. VAT) will be levied and customer must pay all shipping charged. All faulty equipment must be received and checked by Cutpay Merchant Ltd. before replacements are sent out.
Any faults reported after the 7 days will be subject to the terms of the warranty.
We take attempts of fraud extremely seriously and any perpetrators will be prosecuted to the full extent of the law. We reserve the right to confirm delivery over the phone or via email in order to lower the risk of fraud.
If you suspect you have been the victim of fraud, please contact your card supplier. We will work with the relevant authorities in order for you to recoup your losses.
It is for this reason that you MUST specify accurate contact details to us (including a phone number/email address).
If the delivery address is different from your credit card/PayPal address, we will contact you first to confirm your order and verify your identity. Any delay in response to this may cause a delay in your order.
Return of Goods After On-Site Install
If an on-site installation has been performed by a representative of the Supplier, distance selling regulations do not apply.
The supplier is in no way obliged to accept the return of installed products on site due to current Business to Business regulations of England and Wales.
In accordance with legal regulations, all goods that have been personalized to the Customer e.g. by menu programming, terminal customization, licensing software directly to the Customer etc., are non-refundable.
However, at its discretion, the Supplier may offer the Customer the option to return the products in exchange for a partial refund based on the following conditions:
(a) Any deposits or part-payments paid will remain non-refundable.
(b) Any installation fees will be payable and non-refundable.
(c) All hardware that has been removed from its original packaging and hence cannot be resold as new will be subject to a 15% restocking fee.
(d) All products must be returned to the Supplier’s head office in the exact condition they were sent out in (including any and all packaging, and ensuring that any postage labels are not placed directly onto the box (but onto the bag supplied or on top of the original postage label) within 30 days of the initial delivery date (returned items should be returned via a signed and tracked courier service). All returned goods that has been removed from its original packaging and hence cannot be resold as new will be subject to a maximum refund of 50%. If the Customer requires the Supplier to return to the site to decommission installed products, a fee of £150 + VAT will be payable to the Supplier prior to this taking place.
If you have any questions about this returns policy. Please write to us by email to email@example.com or call us on 0191 500 6575.