We know that you will be pleased with your purchases from alphasync.com. However, there may be occasions when you will need to return items to us.
Need to return an item?
You can request a return by contacting our dedicated AlphaSync support team at support@alphasync.com or call us on 01430 433353.
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, no problem. An order can be cancelled at any point before the goods are delivered to you. In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you've informed us that you wish to return your item, you have 30 days to return it. Once the item is received at alphasync.com, we'll issue a full refund for the product to your original payment method.
Please note that this policy has some limitations and does not apply to business customers.
You will not have the right to cancel/return an item if the goods that are made to your specification or are customised to your requirements.
Non-faulty returns will not be accepted for electronic software downloads unless you inform us within 14 working days of receipt of the item and it can be proven that the Licence Key has not been viewed. For faulty Products, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement or it can be proven that the License Key has not been viewed. We will replace any damaged or non-conforming Licence Key upon receipt of the manufacturer’s confirmation that the item is faulty.
Returns using your own method of delivery
If you elect for a refund of a Product returned by you because of a defect it will be refunded as per our refunds policy, including any standard delivery charges paid by you including the cost of sending the item to you, up to our cheapest delivery method. We will not refund premium delivery surcharges. AlphaSync will offer a free collection for defective products and we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion you may arrange to return the product via your own courier method and AlphaSync will refund up to a reasonable amount. This will only be refunded upon the receipt of proof of the carriage costs. To ensure charges incurred for courier method are reasonable, customers should contact AlphaSync first to check the estimate costs will be reimbursed before proceeding with your chosen courier method.
Items Damaged in Transit
If any items were damaged in transit, we ask that you report it to us within seven working days (please note that this is two working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.
Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs if you have declined to use our free collection service. What is a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with AlphaSync before returning the Product.
Items Faulty on Arrival
If your purchases are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. If you have declined to use our free collection service by means to return the Product, we will reimburse you for reasonably return carriage costs. What constitutes a reasonable return carriage costs depends on the size of the Product. The method and cost of return should first be agreed with AlphaSync before returning the Product. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you.
If you wish to return the system in the original packaging and you either find your packaging to not be suitable for return, or you didn't keep the original packaging, then please feel free to contact us for replacement packaging at a cost.
Items Faulty after 30 days
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. If you prefer AlphaSync will always accept your item back within the first 12 months to assess the fault. If the item is faulty, we'll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last.
As a consumer, you have legal rights in relation to products which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights.
We cannot be held responsible for loss of data, or need to remind you about backing up your data. Your data is your responsibility and you should take all necessary precautions to reinstate if a loss occurs. It is possible that hard drives and/or solid state drives may be formatted or replaced when returned under warranty regardless of any correspondence stating otherwise.
This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party (e.g. not using a surge protector), use otherwise than as recommended by us or the manufacturer (e.g. in an unventilated / hot or dusty environment), failure to follow the manufacturer's instructions, or any alteration or repair carried out without the manufacturer's approval.
Your statutory rights as a consumer
The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.
We are always happy to assist customers directly with any queries or complaints. Please contact support@alphasync.com in the first instance with any issues. If you are not satisfied with the way that we resolve any issue which you raise, please contact Citizens' Advice Consumer Service who will be able to provide further guidance.