Return Policy Terms and Conditions:
1. All returns must be initiated within 30 days from when the products are delivered to you. All returns require an RMA number and must be received by a Westlake Communications employee within 15 days of receiving said number.
2. To receive your RMA number you must download, complete and a returns form which then needs to be faxed to us on 01708 747648.
3. Customers are responsible for all return shipping costs, including on defective merchandise. Packages that arrive COD or Postage Due will be refused.
4. All products must be received in new, resalable condition. The condition of the product will be determined at our discretion.
5. A 30% restocking fee will be charged for all non-defective returns. A larger restocking fee may be deducted if the returned merchandise is not resalable (for example, a tamper-proof seal broken, the packaging damaged, the product scratched, manual or software missing, etc.).
6. Packages refused by the customer will be restocked with a 30% fee deducted from the refund. In addition, any postage due or brokerage fees associated with recovering a refused package will be deducted from the refund.
7. Shipping charges are not refundable under ANY circumstances once an order has shipped.
8. We do not cross-ship replacements for defective items, but we may waive the restocking fee on a return for a refund if the customer places a new order for a replacement product BEFORE the return is processed and informs our customer service team of the new order number.
9. Authorized returns will be processed within 7 business days (business days exclude weekends, holidays, and the day the package is delivered) of when they are delivered. Unauthorized returns, refused packages and undeliverable packages can take up to 3 weeks to be processed and may be refused, returned to you at your expense, or restocked with a 30% restocking fee. If your return has not been processed within the specified time then please email rma@westlake.co.uk.
Defective Items:
If an item is DOA (or fails within the first 30 calendar days) then please contact us at rma@westlake.co.uk with details of the item, description of the fault and the serial number and date of purchase. Replacement of items that failed but still during the first 15 days will be shipped out using our Ground Shipping method.
If a product fails after the first 30 calendar days then please contact the manufacturer directly. If you are not sure who the manufacturer is, are not sure how to contact them, or are having problems getting them to replace your product while it is covered under the Manufacturer's Warranty (if any) then please email us at rma@westlake.co.uk and we will do our best to assist you.
Software:
Defective software products may be exchanged for the same title only. Non-defective software that has been opened is not returnable under any circumstances.All software is subject to license agreements or terms established by the software publisher. Be sure to read and agree to the license before using the software.
Return Shipping instructions:
All returned items should be packed in the same manner as they were originally shipped to you. Products returned without a separate shipping box or without the original product box will be refused. You will need to write the RMA number that was issued on the shipping container (do not mark the product box) or on the shipping label. We strongly suggest that you purchase Insurance and Signature Confirmation as we are not responsible for any packages lost or damaged during the return trip. In the event that a package is listed as Delivered but cannot be found, only the signature of a Westlake Communications Ltd employee will suffice as proof of delivery to our warehouse.
Credits:
Credits will be issued after our warehouse receives, inspects, and processes your return; however, your credit card company determines when the issued credit will be reflected in your statement. Please allow one to two billing cycles.
