Returns, Refunds & Warranties

 

A. GENERAL CONDITIONS FOR RETURNS

 

Every request for return of product must be addressed in writing by email via your Account Manager.

Product can only be returned once Highlander have issued a valid RMA number.

An RMA number is valid for 10 days after it’s consequently the concerned products must be returned within that period of time.

Only product purchased from Highlander can be returned. Verification may be made via invoice number and date and in some cases on the serial number.

 

B. REASONS FOR RETURNS

 

DOA (dead on arrival)

The DOA conditions for any product reflect those of the manufacturer.

Highlander does not offer any warranty other than that granted by the manufacturer. Consequently, the warranty conditions provided by Highlander will be an exact copy of the manufacturer's.

In the case of warranties handled by the manufacturer themselves, the return request should always be passed to them and will not be handled by Highlander.

In some cases, the manufacturer’s warranty conditions specify a third party address to which DOA items must be returned. In these cases Highlander will not accept receipt of returned goods.

 

Defective products

Highlander does not offer any warranty other than that granted by the manufacturer. Consequently, the warranty conditions provided by Highlander will be an exact copy of the manufacturer's.

In the case of warranties handled by the manufacturer themselves, the return request should always be passed to them and will not be handled by Highlander.

 

Incorrect deliveries by Highlander

Your Account Manager must be notified of all incorrect deliveries within 3 working days within date of delivery.

Only products in their original condition and without damages to the box will be accepted for return.

 

When returning the product please note the following guidelines:

The product must be adequately packed and the RMA number clearly displayed without marking the original packaging

The product is in its original packaging

The product is returned within 10 working days of issue of RMA

Highlander reserves the right to refuse credit/refund if product is not in a satisfactory condition

Please contact your Account Manager to arrange a collection, Quoting your RMA no. and Reason for return.

 

For Stock Balance and Customer Error returns:

A re-stocking fee will be applied to all Customer Error returns.

Credit/refund will be issued at current price of the product or price paid, whichever is lower

Credit/refund value is determined at the time the product is received into Highlander’s warehouse and not upon issue of RMA

Stock Balance and Customer Error returns must be Mint and Unopened and returned via customers own carriers

Highlander reserves the right to refuse credit/refund if product is not in a satisfactory condition

 

Products damaged at delivery by Highlander

Your Account Manager must be notified of all damaged deliveries within 5 days date of delivery.

Transportation cost for returning the material will be at the expense of Highlander.

 

 

 

Incorrect customer order

Highlander reserves the right to issue or not an RMA number for the return of product in cases where the customer has mis-ordered

Only goods in sealed, undamaged original cartons with manufacturer seal intact and within the stated manufacturer warranty period may be returned.

Highlander reserves the right to charge the customer a restocking fee of at least 20% of the product value, with a minimum of £ 40.

 

Special/exotic products

Under no circumstances will Highlander accept returns of product that was specifically ordered for a customer – for example configurations or other items that have been quoted on the basis that they are non-returnable or goods specially imported at the customer’s request.

 

Return of goods

Goods will be returned in their original packaging, complete, without any printed tape or any writing on the box the exact address for return will be issued with the RMA number/label

Damaged boxes and Invalid RMA numbers will be rejected at the bay door.

 

Shipment recommendations

Returns are only accepted if referenced through a valid RMA number.

This RMA-number must be clearly indicated on the upper side of the box in such way that damage of original box is excluded. Always mention the RMA-number on the freight slip as well, especially when returning the goods yourself

 

Credit/Refund

Goods purchased on a credit count will only have a credit applied to the account and no cash/credit card refund under any circumstances.

Goods purchased on credit card will have the appropriate refund applied within 5 working days of the return being accepted.