If you experience any technical difficulties or just need advice with our products please contact us, as from our experience we can usually determine and advise a course of action that will alleviate the problem over the telephone.
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.
You may speak to Technical Support on 01905 342070 at anytime during normal UK office hours 8am to 5.30pm Monday to Friday. Or send an email at any time to firstname.lastname@example.org. It is advisable to have the unit with you when you call or at least the serial number or model number. (This can be found on a white label affixed to the rear or the underside of the unit.)
1.0 Suspected Faulty Item
Items which are faulty must be returned within the warranty period (12 months from date of dispatch, standard warranty for most products). Please contact us and we will arrange for collection and provide you with a returns number. We do request the product is suitably packaged to protect it during transit to us.
As we manufacture these products in our factory in Worcester, we can continue to support you with spare parts and a repair / maintenance service for many years after your warranty has elapsed. Please do not hesitate contacting us about this service, it can be used at any time as and when you require it.
If the item is diagnosed faulty by our technicians, it will be repaired, fully tested, repacked and returned usually within 3-5 working days from receipt in Worcester. If the unit is beyond economical repair, we reserve the right to provide a replacement within 3-5 working days providing the item is in stock in our warehouse.
Please assist us to provide you with an efficient service by informing us of the symptoms of the fault. We may be able to assist you over the telephone with advice to correct the problem or the unit may have to be returned to us. By providing this information it will ensure that our technician will carry out in-depth testing to try & replicate the fault, to ensure it has been correctly diagnosed and remedied. To assist further we do request, if at all possible, that you include a sample of the media being used at the time of the problem, (e.g. the CD).
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 01905 342070 within 3 working days of receiving the goods. Please note all items including the number of parcels must be checked on delivery before signing for them, it is normal to have multiple parcels in one delivery.
3.0 Signing for goods
All items must be checked on delivery before signing for the parcel. If the item or packaging looks damaged, please refuse the delivery and contact our Customer Services department on 01905 342070. Our courier has been instructed to return the goods back to us. Once we have received the goods we will then arrange to send a new item to you.
4.0 Damaged item
In the event that you receive a damaged item, please speak to Customer Services on 01905 342070 within 3 working days 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 via www.coomber.co.uk and you are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 working days of receipt, starting the day after delivery, by informing Coomber Electronic Equipment Ltd. in writing (email, fax) and we will collect the goods. Once the goods have been accepted by us 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, in their original undamaged packaging, complete and in a condition reflecting your statutory duty of care (please note the return carriage will be at your own cost and is deducted to any monies owed to you).
If you purchased the goods online via www.coomber.co.uk and you are not a consumer then you may cancel your purchase at any time within 7 working days from dispatch by informing Coomber Electronic Equipment Ltd. in writing (email, fax) and we will collect the goods. Once the goods have been accepted by us (e.g. once the goods have been returned, inspected & found to be free of any damage) we will give you a refund of the price paid less a 20% admin & restocking charge. It is a pre-condition to our acceptance of these unwanted goods that they are returned in an unused condition, in their original undamaged packaging, complete and in a condition reflecting your statutory duty of care (please note the return carriage will also be at your own cost).
For goods purchased through our showroom, by email, fax, phone or direct mail order to Coomber, or via third party catalogue companies, please note similar conditions to the above exist, our Customer service team will be able to assist. Please contact them on 01905 342070 for details.
Please note: Coomber cannot accept the return of opened and security marked equipment under any circumstances.
In order to return the goods to us you must firstly obtain a Returns / Service Authorisation number (RSA) from our Customer Services on 01905 342070. The return will be authorised once the RSA 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.
5.1 Sale or Return Goods
For returns under our Sale or Return scheme please contact our Returns team on 01905 342070 who will assist you. We would very much like to know the reason for return, so that we can develop the product further to suit your specific needs, as this will give us a greater understanding of our customer’s requirements. Please ask for advice at any time during the trial period, we are here to help.
6.0 When Returning Items
All returned items wherever possible should be in their original packaging. Coomber will not be liable for any damage to items that are not adequately packaged and damaged in transit to Coomber.
We do offer the service of arranging collection from you using our contracted courier service, this is UK mainland service only for all other regions & countries please contact us and we can arrange another service to collect the goods from you. (Please note there may be a charge for this service dependant upon the reason for return)
Please ensure that you enclose:
- Your RSA number
- Details of why you are returning the item
- All packaging, CD’s, manuals, cables and any accessory supplied with the shipment.
Please Note, if products purchased from Coomber are returned and found to be faulty due to accident, neglect or misuse the return will not be accepted. This does not affect your statutory rights.
Although we take great care of customer’s equipment Coomber can not be held liable for any loss of data stored on any product or media sent for testing or repair. It is the customers’ responsibility to ensure that data is backed up where possible before returning the product.
If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail email@example.com or write to the address below:
Coomber Electronic Equipment Ltd
8.0 Coomber Authorised Resellers, Corporate and Business Customers
A variation of the above returns policy is applicable for our authorised resellers, Corporate and Business customers. For further details, please contact the Returns Department at the address in 7.0 above.
If any product is purchased through our authorised distributors or a reseller, please contact them in the first instance as they will also be equipped to handle the return, they may also operate alternative schemes to the above.
9.0 Frequently asked questions (FAQ’s)
Q. If I am local to Coomber can I return the item into your factory?
A. Yes, we would welcome you to do this as we strive to make the most convenient methods available to our customers. Items can be returned to us at our factory. We do suggest you telephone or email us first to enable us to ensure you receive the best attention when you arrive.
Q. How long will it take for me to get a unit repaired if I bring a faulty Coomber into your factory?
A. It may be possible to service your product while you wait, this is more likely if you can pre-arrange your visit. Alternatively the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days. The item can either be collected or we can arrange delivery to you.
Q. Can I have a refund for a non faulty item?
A. For full details please see 5.0 above. Usually for consumer online ordered goods only, we will offer a full refund for an item returned within 7 working days of receipt starting the day after delivery, unused and in a condition reflecting your statutory duty of care. After 7 days & purchased through other routes, after this period there is no refund available. Please contact our Returns department on 01905 342070.
Q. If the item is faulty can I have a refund?
A. Yes, if it is returned within 7 days from date of dispatch, we will offer a full refund, only if the item is received by us in the original condition that you received it. If the item was purchased by credit card, the cardholder MUST use the same card to process the refund.
Q. I purchased a defective item, can I have a refund on postage?
A. For UK mainland customers ordering direct from Coomber Electronic Equipment Limited, Worcester, we offer a collection service for defective goods, we also have a freepost scheme for items of value less than £50, and therefore we would not refund postage on defective items unless it was previously agreed & confirmed in writing by us prior to you returning the item. For other regions and countries a back to base warranty applies.
Q. If the item was accidentally damaged can you repair our Coomber?
A. Yes, as we manufacture the items we can repair any of our products and replace individual parts, then ensure the product leaves the factory in a good as new condition, fully tested, Coomber also offer a 3 month warranty on that repair.
Q. How much does it cost for you to repair or service our Coomber?
A. We will endeavor to give you an accurate estimate for the repair or service based on all the information given to us by you. Upon receipt of the item we will inspect it and in the unlikely event of additional work being required we will advise you of any additional costs before proceeding. Please be assured we have over 70 years experience working on our equipment, so therefore we can offer a very competitive and professional service.
Q. Can our technician repair or service our Coomber?
A. Yes, we would welcome you to do this as we strive to make the most convenient methods available to our customers. We offer a full range of spare parts for all our products; we also offer technical advice for your technicians if they require assistance with the repair. We also provide full service information, technical drawings and other technical information to assist via our website support section.
Q. Can we trade in our Coomber ?
A. Yes, we offer a trade in & upgrade service. Please see our website for full current details.
Q. Can we Upgrade our Coomber ?
A. Yes, we offer a service where any customer is eligible for free software upgrades to our latest compatible version. This can be downloaded from our website or you can request a CD from us directly. Alternatively we can upgrade your unit to other specifications within the model range, please contact us to discuss your requirements.