Warranty

The normal warranty supplied is 12 Months RTB (Return to Base) on all items. This is overruled by any warranty terms on an individual item page.

If you have a problem please email us and we will first confirm the warranty is in date, and get details of the fault.

• If appropriate, we attempt remote diagnosis and correction as this solves the issue for around half the cases.
• If this is not possible then we authorise the RMA and you ship the part back to us.
• On delivery we confirm the fault, and either correct it, or swap the unit and ship back to you with our courier. This is normally within 48 hours, but may take longer for complex problems. We arrange specifics via email and can have units prepared in advance for rapid re-ship.
• If you need continual coverage you can order an advance swap unit, which we ship. When you return the failed unit (there is normally a 14 day time constraint) we issue a refund. 

It is worth highlighting that we attempt to remote diagnose and fix problems prior to moving to a return. This saves shipping cost and packing effort your side - the customer bears the costs of the return postage. If it is obvious what is wrong and this can be corrected easily we can elect to ship corrective parts without the unit needing to be returned.  Often we will ask for a video showing the problem. This is to expedite accurate diagnosis, or to let us confirm the fault without needing a physical return. This is at our sole discretion and the standard warranty terms are RTB (Return to Base).

The warranty is in place automatically after the purchase, from the date of purchase. We do not require you to fill in a warranty application form. There will be a warranty sticker on the device and this must be present for an item to be serviced under warranty. The warranty label is your warranty, so take care of it. If you do not want our sticker present, you can remove it, store, and re-attach if you needed to send the unit back to us. The warranty is none-transferable.

If your part is out of warranty we will assist via email and give our best idea at what is wrong and if applicable offer parts and costs to correct. For example if your UPS breaks after 30 months, but you know the cells are OK because you just changed them, we could quote to provide a new UPS core, keeping costs way below buying a fresh UPS for you.

EXCLUSION: There is an important exclusion relating to battery capacity. It is possible to destroy a battery's capacity with bad practice, or even normal use in a short time. Example: If left in a draining state for 2 weeks we would expect even a brand new cell to be irreparably damaged. This is not a fault - misuse that has caused the problem. Second example is if a normal float design cell is cycled (discharged and recharged) twice a day for 6 months we would expect its capacity to be depleted. This is heavy use and replacement rates will be higher than normal. Normal battery life in a good system with considerations given to battery temp + float voltage should last between 3 and 6 years, with the current record at 7 years 9 months between replacement.

Order processing and Delivery

Under normal circumstances small orders received before 2PM are dispatched on the day of order. Large units / quantities will likely roll over to being dispatched the next day. Email if you need to be sure of when we can send an order as there can be order queues - example after seasonal breaks.

All of our consignments are sent fully insured on a 24 hour service (most onshore postcodes). We cover all problems that occur in transit. We can ship to the EU and the rest of the world (transit time varies) and have experience packing and shipping to overseas destinations. We have the packing materials to make sure that there are few problems in transit.

VAT is included in the buy it now price for UK customers, and zero rated for international customers. You need to make an account with a delivery address that is offshore to have the VAT portion automatically removed. VAT Invoices are sent automatically as a PDF file, via email, as part of our automated dispatch process.

Our dispatch system will email you to let you know that your order has been built and shipped. This email will also contain

• Tracking number + courier contact details
• Your PDF invoice

We use several couriers who specialise in different types of shipping, ParcelForce for small items, TNT and FedEx for international shipments & larger items that fit on small pallets, and Pallet hauliers for large and heavy items, or orders of large quantities. We also have a friendly man with his sameday van which we can use for local or urgent deliveries. 

UPS are hard to pack and fragile, but we have many years of experience packing and know how to minimise the risk of transit damage, and if there is a problem in transit we fix it. A lot of companies will transfer the problem onto you for you to fight out for insurance with the carrier, or say "you signed for it in good condition, we cant do anything". We are not like that, and we have a good reputation to that effect.

We use mini wooden pallets when shipping heavy goods to keep items the right way up and on the bottom of vans, so they cannot be pushed from the top of a pile.

In the past, we packed with Polystyrene foam and bubble wrap. We have turned to greener methods with re-using cardboard after processing in a crinkle cut machine. Our latest idea is to  reuse shrink wrap material that used to be discarded. We have found that if using this in boxes it is stronger than the foam that it replaces. We have successfully removed a £10,000 per year dependency on a none recycle-able polystyrene packaging component. The crinkle card is 100% reused (IE we take and re-use card from other companies), and can be simply discarded in your recycling bin. It does leave some dust.

Damage: If something does go wrong in transit and your goods arrive damaged, please let us know and we will  solve this problem for you.

International Delivery / DAP

We normally ship DAP (Delivered at Place) which means we pay for the shipping and the courier contacts you to clear customs and take the VAT needed on entry at your country's normal rate, and the HS category for used UPS currently sees no duty. If you see a duty line, email us. Expect the bill to comprise of a fee to clear + the taxes themselves. The fee depends on the courier and the order value. FedEx guide prices follow

If you want goods sending DDP - email us to arrange before ordering.
DDP has a drawback for the customer - when we bill the duty as its a cross border trade we can not list it as VAT - so the customer cannot reclaim the VAT.
Under DAP rules when they get a bill from the courier in their own country and are VAT registered they can often reclaim the VAT that way, but without manual work around not there will be a ~20% irrecovorable tax cost.
The advantage is the packages are pre-cleared and do not get slowed down in customs. 

Our Packaging experienced an unexpected boost during the Pandemic, when children were set to the task of improving the normally boring brown boxes while off school and schoolwork at home was not up and running yet. These were very limited edition and customers were lucky if they received one. A side benefit was that not one of these magical packages received damage in transit... hmm.

The shipping charge covers the cost of packing materials, time to pack and the carrier's shipping charge.

GDPR + PRIVACY

Any data you provide is only used to facilitate your order, and to communicate with you if the need arises.

We never distribute your data to 3rd parties.
We do not sell your data.

The Card / payment data is handled by either our merchant provider or PayPal. The information does not pass through our server, but is direct with the payment provider. We never see, and never could see your card particulars. 

The personal data you provide is used to answer queries, process orders or allow access to specific information. You have the right to modify and delete all the personal information found in the "My Account" page, or you can email us and we'll do it for you.