Home

Help

Returns Policy

Prob-Solve Xpress makes every effort to ensure the right product is delivered to the right address and to the right person. However should there be an error, customers should immediately contact our Customer Services department.
Our returns policy is designed to provide an effective way for returning goods, thus reducing the time spent by all parties and ensuring a high level of customer service.

In order to return goods to Prob-Solve Xpress, customers must obtain an RMA (Returns Merchandise Authorisation) number. In order to request an RMA number, customers can either contact the customer services via telephone or complete an RMA request online.

All returned Goods must be accompanied by all of the original packaging, together with all manuals, all accessories and documentation provided by the manufacturer. No returns can be accepted if any of the relevant packaging, accessories etc. are damaged.

If you need to return a product please contact Customer should contact Prob-Solve Xpress to request an RMA by contacting Customer Services or by completing our online RMA form

1. When can Products be returned?

Customers may return Goods where:

• For products which are faulty or damaged in transit
• For delivery of incorrect products
• For products which differ to the description we have provided prior to delivery
• Under the Distance Selling Regulations

2. Returning Products

In order to return products please follow the below procedures: Customer should contact Prob-Solve Xpress to request an RMA by contacting Customer Services or by completing our online RMA form

Customers shall need to provide the following:

• The Sales Order Number to which your return relates,
• The Part Number or/and Serial Number of the Goods to be returned
• The description of the product of the Goods
• The reason for requesting a return

Once the Customer Services team receive the request for RMA, they shall contact the customer within 48 hours. In most cases returns are processed within the same working day.

A valid RMA number is issued by Prob-Solve Xpress for the products in question and this is sent to the customer via e-mail or post. The documentation must be attached to the outer packaging. Prob-Solve Xpress shall arrange for Goods to be collected. Where you are responsible for returning the Goods to us, we recommend using a reputable carrier and ensuring Goods are insured, since you are responsible for the goods during delivery to our warehouses.

3. When Does Prob-Solve Xpress Arrange Collection of Goods?

Prob-Solve Xpress shall be liable for the collection of the Goods where:

• Goods are faulty or damaged in transit
• Wrong Goods have been delivered
• Goods are different to the description we have provided prior to delivery
• Under the Distance Selling Regulations

Where a collection fails due to your error, Prob-Solve Xpress reserves the right to deduct costs associated with that failed collection.

4. When does the Customer Arrange Delivery?

Customers are responsible for returning Goods when:

• Cancellation of order for non-damaged/non-defective, unopened Merchandise

5. Replacement of Goods

Where goods are to be replaced, Prob-Solve Xpress shall create a credit note to the value of the goods being returned and a new order will be created by us for the replacement Goods.

6. Refunding of Goods

Where a credit is required for Goods returned, funds will be credited to the credit card, debit card. For customers with credit accounts funds will be credited to the customer account.

7. Non Accepted Returns

No returns shall be accepted for Goods arising from standard wear and tear, accidental damage or where any of the relevant packaging, accessories etc. are damaged.

For returns of non faulty products you will also need to return with the Goods all of the original packaging, together with all manuals, all accessories and documentation provided by the manufacturer. The Goods must be un-used and received in a re-saleable condition. No returns can be accepted if any of the relevant packaging, accessories etc. are damaged.

8. Warranty

Unless products are refurbished, then all products supplied by Prob-Solve Xpress carry a manufacturers warranty which shall be stated in the manufacturers documentation provided in the packaging. For all refurbished products Prob-Solve Xpress provide a standard 12 months return to base warranty.
Unless otherwise stated in the manufacturer's documentation, all unused and refurbished goods delivered to a UK mainland address carry a 12-month return to base manufacturer's warranty and accessories carry a limited lifetime warranty.

9. Cancellation of Orders

Should a user or business wish to cancel an order placed on www.probsolvexpress.com they can do so by e-mailing Customer Services quoting the order number, reference numbers, serial and description of the product

The cancellation shall incur no charges if the order is cancelled prior to goods being dispatched from our warehouses.

In cases where the goods have already been dispatched, customers can arrange for them to be returned to us (at their expense) within 7 working days of the date goods arrived. Customer should contact Prob-Solve Xpress to request an RMA or complete a request form online.

All returned Goods must be accompanied by all of the original packaging, together with all manuals, all accessories and documentation provided by the manufacturer. The Goods must be un-used and received in a re-saleable condition. No returns can be accepted if any of the relevant packaging, accessories etc. are damaged.

We advise customers to ensure that they return the packaging in exactly the same way it was delivered and that appropriate insurance has been arranged against loss or damage to goods in transit, as it is the customer’s responsibility.

10. Goods Damaged in Transit

If goods are visibly damaged on receipt, it is very important to sign for the goods as “Damaged on Arrival” with the courier and then contact Customer Services. We do request that customers report it to us within 2 working days from receipt of the Goods.

11. What can Invalidate Replacement Goods:

• The Goods are not faulty based on information given on the RMA form
• The Goods have been tampered with or are physically damaged

12. Software

Software that has been opened and is not faulty or damaged prior to delivery cannot be returned. Unopened software may be returned in accordance with this policy.

13. Consumables

With consumables such as toner, ink cartridges, drum and paper), RMA’s shall not be issued nor Goods accepted for return, if the factory seal has been broken.