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• Basic
returns procedure
Basic
Returns Procedures:
Whatever you want to
return to us, and for whatever reason, there
are some basic procedures you will need
to follow:
• Contact us
immediately to obtain a Return Merchandise
Authorisation number (RMA.) Please give
the reason for wishing to return an item,
and if it is faulty as much detail as possible
in describing the fault. Information such
as your product name, order number, date
of placing the order, name and address will
help us to issue the RMA more quickly.
• In some cases
where a faulty product is reported 3wisemonkeys
may advise you to contact the manufacturer
directly as they offer customized end user
warranties and in some cases on-site replacement
and are therefore better placed to resolve
any problems. Should you wish to contact
the manufacturer direct in the first instance
you will find contact details in our Contact
section.
• When your RMA
number is issued you will also be supplied
with a returns document, which will explain
how to prepare the package for return and
where to return it to. Please print, complete
and include this document in your returns
package.
• Legally you
are required to take reasonable care of
the goods whilst they are in your possession.
Unless faulty, goods should be returned
AS SOLD in original packaging including
all internal packaging/accessories/manuals/warranty
cards/documentation etc provided. 3wisemonkeys
may deduct a reasonable amount from any
refund owing for returned goods in order
to prepare them for resale if this is required
due to failure to comply with the above.
• Please also
take care to wrap the goods in some kind
of external packaging in order to ensure
their safe return. 3wisemonkeys may deduct
a reasonable amount from any refund owing
for returned goods in order to prepare them
for resale if this is required due to failure
to comply with the above.
• Return packages
must be clearly marked (on despatch packaging,
never directly on the product/product container)
with this RMA for warehouse identification
purposes.
• Where you are
returning goods yourself 3wisemonkeys advises
the use of a carrier that provides proof
of delivery and insurance cover.
• It will take
approximately 7 working days to process
orders returned with an RMA. Those returned
without obtaining an RMA could take up to
30 working days to process.
• You will be sent an
email confirming when to expect your replacement,
where a replacement has been requested.
If the replacement does not arrive by the
end of the date indicated your are entitled
to consider the delivery as late.
• Although you are welcome
to contact the courier direct in cases of
lateness we are happy to do so on your behalf.
If your delivery does not arrive on time
/ at all please let us know as soon as possible.
Failure to do so may affect your right to
claim, where applicable, for any lateness
or loss. We are required by our courier
company to put in any claim for lateness
or loss within 7 days of the date of despatch.
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Further
Returns Procedures (specific to the reason
for return):
Beyond these basic
return procedures 3wisemonkeys return policy
varies according to the reason for return.
Please see below:
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Goods
damaged in transit/incorrect goods issued/goods
missing from package:
• IT IS IMPERATIVE that you
check your goods immediately upon receipt
and BEFORE signing for them to ensure that
there is no obvious damage to the delivery
bag which might have resulted in some damage
to the contents
• If the bag is damaged
please make sure you check the contents
BEFORE signing for the goods, the driver
should be happy for you to do so in this
circumstance. If goods are damaged and/or
items are missing please make sure you clearly
sign for the goods as damaged and/or missing
on delivery. Failure to do so will affect
your right to refund/replacement.
• If the bag is not
damaged it is still imperative that you
check the contents ASAP. Ideally you would
do this before signing for the goods, but
if not you would do so immediately afterwards.
• We recommend you
check that
a) you have not been sent an incorrect item
or incorrect items
b) you have everything that you ordered
including all accessories as stated in the
product notes
c) nothing is damaged in any way.
• If you have been sent
something you didn’t order and don’t
intend to keep please do not open the packaging
(by this we mean the manufacturer packaging,
not the courier bag the order arrives in.)
Goods that are returned as incorrect may
not be accepted if the package has obviously
been opened and/or the contents removed
and/or used in any way.
• If the product is
incomplete or damaged we appreciate that
you may need to open the package and even
remove the product in order to discover
this. However products returned as damaged
may not be accepted if they have obviously
been used in any way.
• *****VERY
IMPORTANT***** If your product
is damaged on receipt (whether discovered
prior to signing for it or afterwards),
incomplete, different to what you ordered
or any combination of these we allow 24hrs,
starting from and including the date and
time of receipt, as a reasonable period
within which you must notify us. This is
why it is imperative to check the package
right away.
• Provided we are notified
within 24hrs we will arrange to collect
the item, or you may return the item yourself
and we will refund what we deem to be reasonable
shipping costs (please check first with
us in the latter case.) If you do not inform
us of the problem within this time we will
unfortunately be unable to offer any assistance.
• Where 3wisemonkeys
arranges in full agreement with the customer
to collect return items, if the collection
is unsuccessful in any way due to the negligence
of the customer the customer shall henceforth
be expected to arrange and pay for the return
of said goods. 3wisemonkeys may also require
the customer to pay for the failed collection
attempt and may refuse to accept the return
until such recompense is made.
• We expect to receive
the returned goods within 7 days of your
original receipt of the order in question.
If you do not return the goods to us within
this time, or make them available for us
to retrieve within this time, we will take
this as your decision to keep the goods.
• Any customer returning
goods as not what was ordered/damaged on
receipt, which are found to be what was
ordered/not damaged, shall not be entitled
to a refund of the shipping costs incurred
in returning the goods to 3wisemonkeys.
If 3wisemonkeys has pre-paid the shipping
costs for the return the customer may have
those shipping charges deducted from any
refund owing. Under these circumstances
customers will not be entitled to a replacement
item, only a refund (less any shipping costs
associated with the order) or a re-issue
of the original goods (potentially subject
to the customer making further payment for
re-issue shipping.)
• Where exact like
for like model replacements cannot be provided
the customer will be given the option of
an alternative model replacement* or a full
refund usually processed onto the card.
• Refunds (not including
the original shipping charges unless exact
like for like model replacements cannot
be provided – see above) for not what
was ordered/damaged on receipt orders will
usually be issued within 7 working days
of 3wisemonkeys receiving them back, provided
they are returned according to the above
terms and conditions. Refunds are usually
processed onto the card originally used
to make payment, unless otherwise stated.
• Replacements for
goods that are not what was ordered/damaged
on receipt will usually* be issued within
7 working days of 3wisemonkeys receiving
returned items, provided they are returned
according to the above terms and conditions.
* - for exceptions see
the Replacements for returned items
section below.
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Unsuitable/unwanted
goods:
• We hope that you will be pleased
with your purchases but if for any reason
you find a product doesn’t meet your
needs/expectations you are welcome to take
advantage of our within 14 day return and
refund window. However once 14 days have
passed from the date of your receipt of
the order we cannot accept it for return
unless it is faulty.
• When an order
is returned as unsuitable/unwanted we will
require the customer to arrange and pay
for return despatch.
• We expect to
receive goods returned as unsuitable/unwanted
within 14 days of your original receipt
of the order in question. If you do not
return the goods to us within this time
we may refuse to accept the return.
• Refunds (not
including the original shipping charges)
for unsuitable/unwanted orders will usually
be issued within 7 working days of 3wisemonkeys
receiving them back, provided they are returned
according to the above terms and conditions.
These refunds are usually issued in cheque
form.
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Faulty
goods:
How and when
should the goods be returned to 3wisemonkeys?
• In the unfortunate event of your
product being faulty we will arrange to
collect the item ASAP provided the fault
occurs and is reported within 30 days of
original receipt of the order in question.
If the fault occurs and is reported within
30 days of original receipt of goods you
may also opt to return the item yourself
and claim reimbursement of any reasonable
return shipping costs. If you wish to do
so please confirm with us first what we
would consider to be a ‘reasonable
shipping cost.’ 3wisemonkeys will
then arrange and pay for the shipping of
any replacement/repaired unit.
• If we agree
to arrange collection please provide clear
and accurate information regarding from
who/where and when the collection of goods
should be carried out. Where 3wisemonkeys
arranges in full agreement with the customer
to collect return items, if the collection
is unsuccessful in any way due to the error/negligence
of the customer the customer shall henceforth
be expected to arrange and pay for the return
of said goods themselves.
• Where fault
occurs and/or is reported after the first
30 days from receipt of goods we will require
the customer to arrange return shipping
and pay any associated costs, although we
will then pay for the shipping of any replacement/repaired
unit.
• We expect to
receive faulty goods within 30 working days
of your being issued an RMA. If you do not
return the goods to us within this time,
or make them available for us to retrieve
within this time, your RMA number will be
declared void and you will be required to
obtain a new RMA number and begin the procedure
afresh.
• PLEASE DO NOT
ATTEMPT TO RETURN/COLLECT ITEMS YOURSELF
IN PERSON. We have set procedures for the
return of goods to us/issue of goods to
customers, as outlined below. We do not
have a shop front at our office and we are
not set up to receive customers there. We
regret that customers who turn up on an
ad hoc basis will have to be politely turned
away and staff members have been advised
not to accept goods from or hand goods over
to customers who approach them in this way.
Refund, replacement
or re-issue?
• If the faulty
item is reported within 14 days of receipt
of the order in question you are entitled
to a full refund on that item. After this
14 day ‘full refund’ period
has passed 3wisemonkeys will not offer a
refund, but will arrange to replace your
returned item with a new unit. Occasionally
a repair will be offered rather than a replacement,
but replacement is standard. For more detailed
information on replacement/repair procedure,
please see the Replacements/repairs
procedures for returned items section
below.
• Please be sure
that your item is definitely faulty and
that no fix can be suggested before you
return it to us. Your product user manual
should be of help in establishing fault
and our technicians will be pleased to advise
if not. On receipt of returned goods technicians
will examine them for the reported fault.
If the fault cannot be found 3wisemonkeys
reserves the right to refuse to accept the
return. Instead 3wisemonkeys may re-issue
the goods to the customer, potentially at
a cost to the customer. If 3wisemonkeys
pre-paid the shipping costs for the return
they may also seek reimbursement of those
costs. 3wisemonkeys reserves the right to
suspend re-issue of non-faulty goods until
any requested associated shipping costs
are met by the customer.
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Replacements/repairs
procedures for returned items:
• PLEASE NOTE this section does not
apply to goods returned as unwanted/unsuitable.
• Where replacements
are issued we only offer exact like for
like models, unless we have a permanent
or temporary shortage of stock of the unit
in question, in which case alternative models
and possibly credit notes can be made available
(please see associated points below.)
• Replacements/refunds
(the latter where applicable and usually
in the form of a credit back onto the card
originally used to make payment) for returned
goods will usually be issued within 7 days
of 3wisemonkeys receiving returned items,
provided they are returned according to
the above terms and conditions. Units that
need to be repaired will be sent off site,
as we do not carry out repairs at 3wisemonkeys.
If your unit has to be sent out for repair
you will be told and given an expected turnaround
time.
• When your replacement
is ready to be issued 3wisemonkeys will
contact you to arrange delivery. Please
provide clear and accurate information regarding
to who/where and when the delivery of replacement/repaired
goods should be carried out. Where 3wisemonkeys
arranges in full agreement with the customer
to deliver replacement/repaired items, if
the delivery is unsuccessful in any way
due to the error/negligence of the customer
the customer shall henceforth be expected
to pay any costs associated with further
delivery attempts before further delivery
attempts can be made.
• Delivery of replacements
will follow the same procedure as original
delivery of goods – for further details
on that procedure please check Delivery
Procedure in the Delivery section of our
Help pages.
What happens if 3wisemonkeys
offer a replacement but cannot replace my
returned item with a like for like unit?
• Although we usually
process returns within 7 days of receiving
them, replacements may take longer to issue
where we are out of stock of the model in
question. We will always keep the customer
informed of any such delays.
• If stock is temporarily
unavailable we will keep you informed of
when more is expected. If the RMA was booked
within the first 14 days of your receipt
of goods we will not require you to wait
for new stock to arrive unless you wish
to. For customers who wish to wait and for
those who booked RMAs after the first 14
days from receipt of goods there should
be a wait of less than 30 days after our
receipt of the returned goods for the new
stock to arrive. We would like to point
out that is very unusual for a customer
to have to wait anything like 30 days for
a replacement item.
• If the RMA was booked
within the 14 days and the customer doesn’t
wish to wait for stock to arrive, or if
stock does not/will not arrive within 30
days, we can offer an alternative product
replacement. Our product managers will happily
give advice about the options available.
Where the alternative model cost is lower
than the price paid for the model being
returned the price difference will be refunded.
Where the alternative model cost is higher
the customer may or may not be expected
to pay the difference prior to the replacement
being issued, that will be discussed on
a case by case basis should the need arise.
• If the RMA was booked
within the 14 days and like for like stock/any
preferred alternative (where applicable)
cannot be made available within a time frame
to suit the customer then a credit note
for the cost of the returned goods can be
made available. Otherwise if like for like
stock/any preferred alternative (where applicable)
cannot be made available within 30 days
after our receipt of the returned goods
then a credit note for the cost of the returned
goods can be made available.
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ENQUIRIES
If you would like more information
about the terms and conditions of this site
please do not hesitate to contact us. If
you have any queries with regards to your
order, please email admin@3wisemonkeys.co.uk
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