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In the unlikely event of goods requiring to be returned we have established a returns procedure which has been designed to cause you minimum inconvenience.
1.0 Suspected faulty Item
- Speak to Technical Support on 01274 471204. Items which are faulty must be returned within the warranty period (12 months standard warranty for most products).
- If the item is diagnosed faulty by our technicians, we will do our best to provide a replacement within 3-5 working days providing the item is in stock at our warehouse. Our faulty goods promise excludes products which carry a manufacturer warranty such as a notebook/laptop or monitor where the owner is required to contact the manufacturer themselves if a fault should arise.
2.0 Item missing or incorrect item sent
- Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on 01274 471206 within 3 days of receiving the order.
3.0 Signing for goods
- All items must be checked on delivery before signing for the item. If the item looks damaged, please refuse the delivery and contact our Customer Services department on 01274 471206.
4.0 Damaged item
- For mail order goods only. In the event that you receive a damaged item, speak to Customer Services on 01274 471206 within 72 hours of receiving the order. A replacement will not be sent until the damaged item has been returned and inspected.
5.0 Unwanted Or Incompatible Goods
- If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 days of receipt by informing CCL in writing (email, fax or letter) and we will give you a refund of the price paid. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, complete, unopened and in a re-saleable condition (at your own cost). For goods purchased through our showroom, contact our Returns team on 01274 471205 for details.
- CCL cannot accept the return of opened software under any circumstances.
- In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our Customer Services on 01274 471206 or Returns Department on 01274 471205.
- The return will be authorised once the RMA is issued and you should then return the goods at your own cost and risk. It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
6.0 When returning Items
- All returned items must be in original packaging. CCL will not be liable for any damage to items that are not adequately packaged and damaged in transit to CCL.
Please ensure that you enclose:
- Your RMA number
- Details of why you are returning the item
- All packaging, CD’s, manuals and cables
Please Note, if products purchased from CCL are found returned with illegal software or are faulty due to accident, neglect or misuse you will not be able to return the item to us. We are responsible for reporting any illegal activities to the authorities. This does not affect your statutory rights.
CCL can not be held liable for any loss of data stored on any product sent for testing. It is the customers’ responsibility to ensure that data is backed up where possible before returning the product.
7.0 Contact
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail returns@cclonline.com or write to the address below:
Returns Department
CCL Computers Ltd
Inmoor Road
Off Cross Lane
Tong
Bradford
West Yorkshire
BD11 2PS
8.0 Computer resellers, Corporate and Education and Business Customers
A variation of the above returns policy is applicable for Computer resellers and Corporate and Education customers. For further details, please contact the Returns Department at the address in 7.0.
9.0 Frequently asked questions (FAQ’s)
Components
Q. If I live local to CCL can I return the item into your store?
A. Yes, we strive to make the most convenient methods available to our customers. Items can be returned to us at our Technical Counter along with a proof of purchase (i.e. order acknowledgement).
Q. How long will it take for me to get a replacement item if I bring a faulty product into your store?
A. If the item has been with you for 7 days or longer from the date of delivery and you suspect the item to be faulty, the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days.
Q. Can I have a refund for a non faulty item?
A. For mail order goods only, we will offer a full refund for an item returned within 7 days of purchase, in ´as new´ and resaleable condition. After 7 days, our policy is to replace only.
For goods purchased through our showroom, contact our Returns department on 01274 471205.
Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it. However, certain high value goods can only be refunded if it is returned within 7 days. If the item was purchased by credit card, the cardholder MUST bring the card in to process the refund.
Q. I purchased a defective item, can I have a refund on postage?
A. For mail order goods, we will only refund postage up to £6.46 on defective items within 30 days of purchase, after this period back to base warranty applies. For items over £70 within 30 days, will be collected by CityLink.
CCL Built Systems
Q. I purchased on-site warranty with my CCL built system and experiencing problems, who do I contact?
A. Lasco warranty company; Customer Services department on 01905 796400.
Q. I’m experiencing problems within 7 days of receiving my CCL built system, who do I contact?
A. If you live local to CCL you can bring the system into the Technical Counter. Alternatively, we will arrange for the system to be collected by our courier. The system will be regarded as a priority by our technical department.
Q. I’ve purchased a CCL built system with on-site warranty, and experienced problems after 7 days, who do I contact?
A. Lasco warranty company, customer services 01905 796400.
Q. I´ve purchased a new system from you without additional warranty, and experienced problems after 7 days, who do I contact?
A. If you live local to CCL you can bring the system into our Technical Counter. Alternatively, we will arrange for the system to be collected by our courier. The system will be diagnosed within 10 to 14 working days.
Q. I’m experiencing problems with my DIY system, who can I contact for help?
A. Firstly contact our technical Support on 01274 471204 to investigate the problem and see if it can be resolved over the phone. If we can’t remedy the problem, the system can be sent to us and the problem investigated within 14 working days.
If you have a question about any of the above, our Returns department can be contacted on 01274 471205.
If you would like to request a return please complete this form.
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