TERMS & CONDITIONS

The Electronics Warehouse Ltd

Product warranty
All products have a 12 month back to base warranty from the date of purchase.  This warranty is through The Electronics Warehouse and is not a manufacturer’s warranty.

If your TV unfortunately develops a fault please contact us by email with your name and order number along with pictures or a video of the fault.  We will respond to you typically within 24 hours.

Repairs are carried out by our own experienced technicians using only genuine Samsung parts as required.

LED / OLED screens:  Please note that today’s production techniques cannot guarantee an absolutely perfect LED / OLED display and buyers should be aware of the possibility of imperfections in the form of a few isolated constantly lit or unlit pixels (or stuck pixels).  As a result of this, there is a commonly accepted tolerance level by which LED / OLED screens may display such imperfections without being classified as faulty.  As such, we can only take back displays as faulty for refund / repair if the number of affected pixels exceeds the manufacturer’s guidelines.  One or two isolated dead or stuck pixels are considered acceptable by manufacturing standards and are within specifications.  If there are more than 3 isolated dead pixels or a cluster of 3 dead pixels please contact us to arrange an inspection of the TV.

There may also be differences in the backlight brightness across the screen that could be noticeable on static and predominantly single-coloured moving images and letter-boxed images.  This does not affect your statutory rights.

As your warranty is directly with us, Samsung may have removed the serial number from the back of the products.

Delivery
All prices include delivery unless otherwise stated.  Accessories and smaller TVs (below 40”) are usually despatched with Parcelforce with deliveries usually made within 48 hours.

All other TVs and some other large items are sent using a Two Man delivery service. Deliveries are usually made within 4/5 days (though deliveries to Scotland may take a little longer on occasions).  The courier will contact the customer directly in order to arrange a convenient delivery day.

We do not deliver as standard to non-UK mainland or some north of Scotland postcode areas.

We shall not be liable for any losses, costs, damages or expenses caused by any delay in delivering goods.  In the unlikely event that your order appears lost or is damaged in transit please contact us.

All original packaging should be retained for at least 30 days (and ideally the length of the warranty period) to facilitate any returns.

Collection
Customers may arrange to collect from our warehouse location.  Collections must be prearranged either by email or telephone.  Some form of identification and a copy of the order will be required when collecting.

Damaged products
All products are checked by us before despatch from our warehouse.

All orders must be checked upon arrival and you must notify us of any damage within 48 hours of delivery.  As soon as we have delivered the goods to you, you will be responsible for them and any damage that happens while in your possession.  When we deliver the goods you will be required to sign for them.  We are not responsible for any damage to an item if this is reported to us after 48 hours from delivery to you.

Note that this clause relates only to physical damage of an item caused during transport (ie a TV screen or frame which is broken, or physical damage caused to a soundbar).  Please see separate clause that covers products that develop a fault (ie software / picture quality) during your warranty period.

Faulty products
If your product is faulty we will offer either a repair, replacement or refund if the fault occurs within 30 days of delivery.  If the fault occurs after 30 days and during the remainder of the warranty period we will offer you a repair service and if this is not deemed possible then a replacement.  In all cases the product will need to be returned to us for inspection.

We do not cover faults which are caused by accident, neglect, misuse or normal wear and tear.

Returning a faulty product
We will arrange to collect products from you that have become faulty during your initial 30 day period.  All original packaging must be kept to facilitate returns.  You are responsible for ensuring the product is in suitable packaging and will not be damaged during transport back to us.

If the product is damaged while being returned to us due to unsuitable / negligent packaging we will be unable to offer a refund.  Please ensure all accessories (remotes, stand, cables) are in the box but are not put in front of the screen.

If a fault develops after 30 days from delivery it will be your responsibility to return the item to us.  We recommend that you return the item in its original packaging to ensure safe delivery to us.

Your Legal Right to Change your Mind
You have a legal right to change your mind about your purchase and receive a refund for the amount you paid for it.  This is subject to some conditions.

The deadline for changing your mind is 14 days after you have received the product.  You should let us know by email or telephone conversation and we will send you instructions for returning your order.

You are responsible for returning your product to us, along with any accessories or free gifts provided with it, within 30 days of receipt of the product.

We may reduce your refund if you have used or damaged a product.  Goods must be returned to us as new and in the original packaging.  If any accessories (such as remote controls, TV stand etc) are missing we will reduce your refund to reflect this.  In some cases no refund may be given due to the way a product has been treated by you.  In this instance you may arrange to collect the item from us.

We will refund you within 7 days of receiving the product back to us.  You will be refunded via the same payment method with which you purchased the product.

Payments
All prices are in Pounds Sterling and are inclusive of VAT at the current rate.  All credit / debit card payments are subject to validation checks and authorisation by the card issuer.  If the issuer of your payment card refuses to authorise payment to us we have the right to cancel the order.  Payment can also be made via bank transfer.  Goods are not despatched until we have cleared funds.

Please contact us if you require a VAT invoice and this will be emailed to you after despatch of goods.

Cancelling an Order
If you wish to cancel an order before delivery please contact us as soon as possible:
Email:  sales@theelectronicswarehouse.co.uk
Tel:  0117 955 8359

Once the order has been cancelled you will receive confirmation by email and your refund will be processed.

We reserve the right to cancel an order at any time until the order has been delivered for any reason and refund the customer in full.  We cannot accept liability for any loss or damage arising from the cancellation.

We take all reasonable steps to ensure all details, descriptions and prices of products are correct at the time of listing.  However, sometimes there are unintentional mistakes and we may need to cancel an order as a result.

We may also cancel an order if:

• you are outside of our normal delivery area
• a product is unexpectedly out of stock
• we identify the transaction as being potentially fraudulent

Complaints Procedure
If we fail to meet the high standards and service we strive to achieve, please write to us at:
The Electronics Warehouse Limited
Unit 1b, Barton Hill Trading Estate
Herapath Street
Bristol
BS5 9RD