4.1 Returns Procedure and Conditions | Please Contact Staraxe before initiating a returns process. We have an Excellent Care and Support team. Staraxe will advise on the best way to either rectify the fault or return these goods and will issue a refund, store credit or send a replacement as soon as the goods are received by Staraxe and the damage or fault is assessed. |

Contact details: Telephone: 0871 705 5443 Email: [email protected] Post: Staraxe Ltd, CEME, Marsh Way, Essex, London, RM13 8EU

4.1.1 Conditions – An item is understood as a whole unit. Accordingly, if You ordered a pack and You are unsatisfied with one element of the package, You must send back the whole package. STARAXE reserves the right to return incomplete items to You.

4.1.2 Procedure – Prior to returning an order, You must inform STARAXE of Your desire to do so. This is possible by phone, e-mail, fax or posted mail. If return is advised an RMA number(s) will be issued. The time allowed for You to contact the You Care department depends on the nature of the return. Either within 7 Days or after 30 days. See point 4.2 subject to the present Terms and Conditions.

STARAXE recommends that the You return the goods in such a manner that it may be traced by using a tracked & recorded service to ensure its arrival at the given address. If You don use a insured and Tracked service, should the parcel not arrive at its final destination, You would not be able to open an inquiry with the carrier to locate it. You understand that if a parcel is not sent by STARAXE, STARAXE cannot be take responsibility. Hence if you are returning a package You are the only one in a position to ask the carrier to open an inquiry.

4.1.2.1 Procedure for returns within 7 Working Days (DSR) All returns or exchanges must be notified to Staraxe within 7 Working days (Excluding Bank Holidays and Weekends) from the date of delivery for a valid RMA, Staraxe must receive the item within 7 Working days (Excluding Bank Holidays and Weekends) of issuing RMA so Staraxe can confirm the fault. Unauthorised returns will not be accepted. After 7 Working days (Excluding Bank Holidays and Weekends) only exchange may be offered upto 30 days from date of delivery, However Staraxe reserves the right not offer an exchange after 7 Working days (Excluding Bank Holidays and Weekends) from the date of delivery. After 7 Working days (Excluding Bank Holidays and Weekends) refund, repair or exchange is solely upon Staraxe discretion as this is beyond the DSR.

4.1.2.2 Packaging Important note: should the parcel be oversized in respect to the content, STARAXE 1. Choose a box commensurate with the items returned. reserves the right to compensate You on the basis of the appropriate box size only. 2. Wrap the elements up with shockproof material. There must be a sufficient amount of protection around the elements so that they do not touch the inner surfaces or move inside the box. Important note: Do NOT write anything on the item’s original packaging. 3. Clearly write the RMA number(s) on the cardboard box, next to the given delivery address written in capital letters. Should You have several RMA numbers, You must write each of them on the parcel. Should You need to use several parcels to send Your items, You must write the RMA numbers on each box which correspond to the boxes’ content. Include a note inside the parcel with Your account name, and account number (if registered account holder), name or code of item in question, and RMA number. 4. Write the given delivery address clearly on the outside of the package. 5. Your details should also appear on the parcel. It is very important to write the RMA number(s) on the parcel. NB: If the return is made for an illegitimate reason, the item may be rejected and sent back to You at Your expense and if return address is stated. If both return address and RMA is not written on or inside the box, Staraxe will hold the product for 7 Working days (Excluding Bank Holidays and Weekends) from the date of receiving the item, in which time You must contact Staraxe and claim the item, after which, if unclaimed Staraxe will dispose of the item(s). Contrarily, the reason for the return may be amended. Should this be the case, You will be informed by e-mail and Your return will be treated according to the newly amended reason. The Quality Service department of STARAXE is not an appraiser. A device with flaws or defect problems may be sent to the appropriate manufacturer after-sales department. In this case, the applied procedures will be the ones expressly recommended by the manufacturer.

4.1.3 All returns must have the original undamaged retail packaging; including all original content accessories, all in its original condition. All free items must also be returned. You are responsible for shipping, handling & insurance costs related to return of the item, for which Staraxe will only compensate You to a fixed amount of up to £15, for returns within 7 working days from the date of delivery, proof and cost of postage will need to be shown and forwarded to Staraxe to receive delivery cost back to You.

4.1.4 Only reputable internationally recognised Courier services will be accepted for any reimbursement. Unless Staraxe has agreed to arrange collection of the item, in which case You are responsible for the correct packaging and labelling of the item and package availability for collection by the courier. Staraxe reserves the right to change the maximum amount available for delivery compensation at anytime.

4.1.5 For international returns, You are responsible for all courier costs back to Staraxe, and any import duty & customs charges that may subsequently follow. NB: Processing of Retraction Returns – Once the parcel is received and accepted by STARAXE, and depending on the nature of the item, the available stock and Your wishes, STARAXE will offer You the option of exchanging the original item for another one of equal value. Contrarily, STARAXE will issue a store credit or money back. It will correspond to the total amount of the order (item(s) + shipping fees if the order consists of a single item or if all the items included in the order are returned). STARAXE will deduct the price of consumed items (video tapes, ink cartridges, batteries, paper provided with a printer, video projector lamp,… open list), damaged items (damaged lens cap, written off manual… open list) or missing items (UK-EU plug adapter, styli, memory cards… open list) at its own discretion. If the You choose to be refunded, and subject to the above mentioned conditions, a refund equal to the value of the store credit will be made within 30 days after the receipt of the item by STARAXE. Please remember that store credits under £50 won’t be refunded.

 

4.2 Defective-on-Arrival (DOA) Returns

4.2.1 Please read the Returns Procedure and Conditions beforehand.

4.2.2 DOA Application – You must communicate that You have received a faulty item before the end of the next business day following the day of delivery. When You file or contact us for Your return You must specify the motive of the return. Some manufacturers attend to and manage DOAs with You directly. STARAXE’s Customer Care department will provide You with the name, address and procedures for the manufacturers. Afterwards, You will have to contact the manufacturer who will proceed with a standard replacement after having acknowledged the defect. In regard to other manufacturers, STARAXE ‘s Customer Care department will issue You an RMA file number. You will have to send back the item in its original packaging even if it was opened. All the original accessories will also have to be included (user’s manual, cables, remote control, warranty card…). You must systematically state Your order reference, Your name and complete address if You want Your request to be processed efficiently. IMPORTANT NOTE: Only the items with a proven DOA defect stemming from the manufacturer will be accepted. Otherwise, the item may be returned to You, at Your own expense, or the reason of return amended by an appropriate one.

4.2.3 Disqualifications Items with an unproven DOA by our Quality Service department or an expert from the technical centre. Flaw due to misuse of the item. Items opened or dismantled. Damages, flaws, failures or defects due to external origins. Settings accessible to the user without dismantling the item, such as image, sound, contrast settings. Repairs and damage of the device due to a repair executed by parties other than the ones agreed upon by the manufacturer. Damages due to corrosion, oxidization, poor connection or a power supply problem. Damages due to a power supply problem should not be understood as a power supply problem internally related to the device, but as an external power supply problem, such as a connection to a defective plug.

4.2.4 Processing of a DOA Return – In regard to DOA returns processed by the brand manufacturer, You must make Your request of return directly to the manufacturer who, depending on the circumstances and after pinpointing the flaw, will provide You with a repair or a standard replacement of the item. In regard to other brands, once the parcel is received and accepted by STARAXE, and depending on the nature of the item, the available stock and Your wishes, STARAXE will provide the You the opportunity to exchange the original item for another one of equal value. Otherwise, STARAXE will issue a store credit. It will correspond to the total amount of the order (item(s) + shipping fees if the order is only composed of the DOA item). If You chooses to be refunded, and subject to the above mentioned conditions, a refund equal to the value of the items as shown on the invoice (item(s) + shipping fees if the order consist solely of the DOA item) will be made within 30 days after STARAXE has received the item.

4.2.5 Return Fees – Once the parcel is received and accepted, should the shipping fees be known to STARAXE, STARAXE will issue a store credit equal to the amount of such fees. Should the shipping fees be unknown to STARAXE, You will be asked for proof of the expenses incurred so that a related store credit can be issued. If a store credit is issued, You are allowed to ask our Customer Service department that the credit be voided and a refund be issued in its place. NB: If You decide to return the parcel by Your own means, the refund of the expenses will not exceed £15. Only reputable internationally recognised Courier services will be accepted for any reimbursement. For international returns, You are responsible for all courier costs back to Staraxe, and any import duty & customs charges that may subsequently follow. In order to meet Your satisfaction, STARAXE may offer sending its own carrier to withdraw the parcel for the You.

 

4.3 Returns due to a referencing error

4.3.1 Please read the Returns Procedure and Conditions beforehand.

4.3.2 Processing of a Poorly Referenced Return – You are entitled to a Fourteen (14) day period starting from the date You received the product(s) to inform STARAXE that the received item(s) does(do) not correspond to what was ordered (compatibility, reference mistake; size, colour, technical specification problem, item completely different …) so that STARAXE’s Customer Care department can issue You an RMA number. The item must be returned in good condition, in its original packaging, even if opened, with all the included accessories (cables, user’s manual, CD, etc.). You must systematically state Your order reference, Your name and complete address if You want Your request to be processed efficiently.

4.3.3 Process – Once the parcel is received and accepted by STARAXE, and depending on the nature of the item, the available stock and Your wishes, STARAXE will provide the You with an opportunity to return the originally ordered item or to replace it with another one of equal value. Otherwise, STARAXE will issue a store credit. It will correspond to the total amount of the order (item(s) + shipping fees if the order consists solely of a single item). STARAXE will deduct the price of consumed items (video tapes, ink cartridges, batteries, paper provided with a printer, video projector lamp,… open list), damaged items (damaged lens cap, written off manual…open list) or missing items (UK-EU plug adapter, styli, memory cards… open list) at its own discretion. If You choose to be refunded, and subject to the above mentioned conditions, a refund equal to the value of the store credit will be made within 30 days after STARAXE has received the item.

4.3.4 Return Fees – If You decide to return the devices by Your own means and once the parcel is received and accepted, should the shipping fees be known to STARAXE, STARAXE will issue a store credit equal to the amount of such fees. Should the shipping fees be unknown to STARAXE, You will be asked for proof of the expenses incurred so that a related store credit can be issued. If a store credit is issued, You are allowed to ask our Customer Service department that the credit be voided and a refund be issued in its place. NB: If You decide to return the parcel by Your own means, the refund of the expenses will not exceed £15. Only reputable internationally recognised Courier services will be accepted for any reimbursement. For international returns, You are responsible for all courier costs back to Staraxe, and any import duty & customs charges that may subsequently follow. In order to meet Your satisfaction, STARAXE may offer sending its own carrier to withdraw the parcel for You (pick-up).

 

4.4 Return after 7 Days – Return faulty item under warranty to the manufacturer.

4.4.1 Please read the Returns Procedure and Conditions beforehand.

4.4.2 If the goods develop a fault after the first 7 days following receipt, You have a right to send the good to the respective manufacturer or return the goods to us so that we can send them off to be repaired under warranty on Your behalf. However You should note that this will result in a significant delay in the goods being returned to You. If You return the goods to STARAXE, You should consider: – the time for the goods to reach us, – the time for us to process the return, – the time to send the goods to the manufacturer, – the time the manufacturer needs to process the return, – the time for STARAXE to receive back the goods from the manufacturer, and – the time to return the goods back to You. STARAXE recommend in most cases that You send the goods that are covered under a manufacturer’s warranty directly to the manufacturer for repair. This will save at least 15 days in the return process. Please refer to Warranty Policy for A table with the main manufacturer’s contact details.

4.4.3 Return Fees – For returns under Warranty and over the 7 working days from the date of delivery, You are solely responsible for all carriage cost incurred. For international warranty returns, You are responsible for all courier costs back to Staraxe or manufacturer, and any import duty & customs charges that may subsequently follow. In order to meet You’s satisfaction, STARAXE may offer sending its own carrier to withdraw the parcel for the You.

4.5 Return after 7 Days – Return faulty item under warranty to STARAXE.

4.5.1 Please read the Returns Procedure and Conditions beforehand

4.5.2 However if You decide to return the goods to STARAXE, for STARAXE to administer the Warranty process for you, STARAXE will warmly welcome your request, in which case please contact Customer Care department which will issue an RMA file number. You will have to send back the item in its original packaging even if it was opened. All the original accessories will also have to be included (user’s manual, cables, remote control, warranty card…). You must systematically state Your order reference, Your name and complete address if You want Your request to be processed efficiently.

4.5.3 Return Fees – For returns under Warranty and over the 7 working days from the date of delivery, You are solely responsible for all carriage cost incurred. For international warranty returns, You are responsible for all courier costs back to Staraxe or manufacturer, and any import duty & customs charges that may subsequently follow. In order to meet Your satisfaction, STARAXE may offer sending its own carrier to withdraw the parcel for the You.

4.6 Disqualifications on your right to return Specific conditions and Products which impedes the right to return or cancel Contract and retract:

4.6.1 computer software which has been unsealed; and Items that may be copied (Multimedia devices, CDs, DVDs, software, games, …) and

4.6.2 consumable goods except where a fault has been discovered that could not have been identified without unsealing the Products.

4.6.3 Recording devices (game consoles, video board, MP3 player, mobile phone, hard drive disk, USB flash drive, memory module) if the return request exceeds the 7-day after delivery requirement and/or if the packaging was unwrapped, unsealed, opened, torn, marked and/or if the item was used or installed.

4.6.4 Books: if the return request exceeds the 7 Working days (Excluding Bank Holidays and Weekends) after delivery requirement and/or if the book is damaged, torn, dog-eared…

4.6.5″Abstract” or Downloadable software products.

4.6.6 Any Customized or uniquely altered item or product upon customers criteria. As the nature of such product and item is unique to the customer alone.

4.6.7 If the return request exceeds the 7 Working days (Excluding Bank Holidays and

4.6.8 Details of this statutory right, and an explanation of how to exercise it, are provided in the Weekends) after delivery requirement, unless agreed to in advance by Staraxe. Acceptance Confirmation. This provision does not affect Your statutory rights.

4.6.9 If You would like further information about Your legal rights, please contact Your local Trading Standards Department or Citizen Advice Bureau.

 

4.7 Cancellations & Retractions

4.7.1 Please refer to Clause 5 Consumer Rights in the Terms & Conditions

4.7.2 The Right to Retract cannot be exercised if the returned items are unlikely to be resold.

4.8 General

4.8.1 STARAXE reserves the right to change without, prior notice, Delivery & Returns Policy from time to time and any such changes will be communicated on our website.

4.8.2 The above policies are part of our commitment to high quality service. They do not affect your statutory rights as a consumer.

4.8.3 All refunds will be made only to the original method used for the purchase. Please allow up to 14 days for the refund to credit your account.

4.9 Open-Box Items/Ex-Display/Used items Please note that our open-box/ex-display stock is sold with 60 calendar days warranty only, and therefore any claims under the warranty after 60 days of receipt will not be accepted. But in many cases Open Box/Ex-display item may also have a full 1 years warranty, but this will be expressly stated. Used items are sold as stated, and are not covered by warranty and cannot be returned due to the nature of the item. Please refer to Terms & Conditions for details of contract.