8.1 Any goods to be returned by the customer to Catch-IT Services Ltd will only be dealt with by Catch-IT in accordance with the provisions set out in this clause 8.
8.2 Where the customer wishes to return any goods (for any reason) the customer should first contact its account manager at Catch-IT. Should the problem not be resolved to the customer’s satisfaction, the customer should contact Catch-IT Managing Director who will ask the customer to provide the information requested in the customers returns request form (details of which are available at http://catch-itservices.co.uk/rma-returns/ or through the customer’s usual contact at Catch-IT) which can be sent to Catch-IT by, e-mail, hard copy or online. The customer acknowledges that delays will occur in cases where any of the requested information is not provided.
8.3 Returns Merchandise Authorisation (“RMA”). An RMA number must be obtained from the Catch-IT customer returns desk before any return will be processed in accordance with this clause 8. Goods returned without a valid RMA number will be rejected. RMA numbers are valid for 10 days from the date of issue. If the goods are not returned within 10 days the RMA will be cancelled and a new RMA number must be requested if the customer still wishes to return the goods. When preparing the goods for return the customer must ensure that the RMA number is clearly visible on a label on the outer covering.
8.4 Incorrectly Ordered Goods. Incorrectly ordered goods are the responsibility of the customer. The customer acknowledges that Catch-IT is under no obligation to accept the return of incorrectly ordered goods.
8.5 Returns Due to Later Delivery. Returns due to late delivery must be requested by e-mail within 24 hours of the due delivery date. The original purchase order must contain details of any cut-off delivery date and Catch-IT must agree in writing that a deadline for delivery had been accepted by Catch-IT. If Catch-IT has accepted such deadline Catch-IT will at its own cost arrange for the collection of goods falling into this category.
8.6 Defective On Arrival (“DOA”) Goods. DOA goods are those found to have a fault on delivery. The fact that there is a fault must be confirmed by someone with technical knowledge and the customer must provide as much specific technical detail as is reasonably possible. DOA goods must be notified within 7 days of delivery of the goods in order to qualify for credit or replacement (at Catch-IT ‘s option and in Catch-IT’s absolute discretion). The packaging of the goods must be in pristine condition otherwise the customer will be subject to a minimum 20% handling/restocking fee. The freight cost of returning the goods to Catch-IT will be the responsibility of the customer. Catch-IT will meet the reasonable costs of returning replacement goods (as appropriate) to the customer and also any carriage costs incurred in sorting the problem out.
8.7 No Defect Found (“NDF”). If goods are returned and are found to be of NDF status a handling/restocking fee of at least 20% will be invoiced. The percentage charged will depend on amongst other things the amount of labour involved and the condition of the packaging and contents and Catch-IT reserves the right to insist on a purchase order covering this cost and the return freight cost before returning the goods.
8.8 Goods Returned Not In Original Condition. Goods returned where the packaging and/or contents is found not to be in its original sealed condition are likely to be rejected on arrival. Should Catch-IT agree to accept such goods (in its absolute discretion) Catch-IT reserves the right to impose a handling/re-stocking fee of at least 20% of the original sale value of the goods. Should items be damaged in transit during its return to Sublimity it is the responsibility of the customer (and not Catch-IT) to take this matter up with the carriers.
8.9 Packaging and Labeling. Where possible, the packaging of the goods being returned should be protected by using an outer cover. The customer should not write on, or attach labels, to the packaging itself if this can be avoided. When preparing the goods for return the customer should ensure that the RMA number is easily visible on a label on the outer covering.
8.10 Overdue Accounts. No returns will be accepted from any customer whose account is overdue.
8.11 Catch-IT will not be obliged to comply with any of the provisions in this clause 8 unless (a) (where the goods are faulty and the fault is apparent on reasonable inspection) the customer gives written notice of the fault to Catch-IT within 7 days of the date of delivery of the goods; and (b) (where the goods are faulty and fault is not apparent on reasonable inspection) the customer gives written notice of the fault to Catch-IT within 7 days of the date when the customer discovers or ought reasonably to have discovered the fault.
8.12 Notwithstanding any other provision of this clause 8 if the goods are found to be faulty but:
(a) the fault arises as a result of the customer’s negligence;
(b) the fault arises as a result of fair wear and tear or abnormal working conditions;
(c) the fault arises as a result of any misuse, physical damage (including but not limited to dropping, spillage or foreign objects) or accident (unless Catch-IT is directly responsible for such);
(d) the customer makes any further use of the goods after giving written notice of a fault;
(e) the fault arises because the customer has failed to follow Catch-IT‘s or the manufacturer’s instructions (whether oral or in writing) as to the storage, assembly, use, handling or maintenance of the goods or (if there are none) good trade practice;
(f) the fault arises as a result of any testing or commissioning of the goods performed by the customer or any third party;
(g) the fault arises as a result of any alteration, servicing or repair of the goods not made by Catch-IT; or
(h) the customer acknowledges that the contract states that the goods are sold in their actual state without warranty then the customer acknowledges that Catch-IT is not obliged to comply with its obligations under this clause 8, that Catch-IT reserves the right to apply a reasonable labour charge to the customer without completing any repair and Catch-IT reserves the right to retain the goods until a purchase order is received covering the labour charge and the return freight cost.
8.13 All items that are supplied in the original content MUST be included such as instruction manuals, mounting brackets, memory or other accessories/options that are included as standard when purchasing the aforementioned base part number. All original labels and packaging must be supplied or Catch-IT reserves the right to invoice for a re-stocking fee or cost to replace the parts in order to achieve a credit note.