Cancellations & Returns Policy
If you wish to cancel your order, please notify us by email to firstname.lastname@example.org as soon as possible after placing your order. This must be before we have despatched the goods to you. Once goods have been despatched they will be managed under our Returns Policy.
We sell commercial equipment and any orders accepted by AcceptPay Ltd. (on any of our sales channels) are classed as B2B or ‘business to business’. These transactions are not covered by UK Public Consumer Law but are covered by UK Business Law.
The AcceptPay returns policy allows customers to request a Return Merchandise Authorisation (RMA) number for equipment, parts or supplies return within 5 working days of receipt of shipment.
You may only return goods to us subject to our prior written agreement in the form of an RMA and within 5 working days of receipt of the goods.
Only items with a valid RMA number can be returned. Any product returned without proper documentation will be refused.
Once the RMA return has been authorised (RMA number issued), the goods must be received by AcceptPay within 5 days of the RMA issue date for all customers.
Please note: None of our goods are sold on a trial basis and we do not accept returns if an incorrect product has been ordered. Customers should thoroughly check that the product specifications meet requirements before ordering. We offer free advice should you require any expert help or guidance before purchasing.
Requesting an RMA:
Request an RMA number by completing the RMA request form. You must reference the original Invoice.
After receiving the approval by AcceptPay please prepare the items for collection, which will be arranged by AcceptPay Ltd.
Packing the RMA for return:
Returned products must be in their complete, clean, unopened, and original packaging and in like-new unopened condition. If returned products don’t meet these criteria they cannot be returned.
Please pack your product as safely and securely as possible. Use a larger corrugated cardboard box and ample packing material to cover the boxes and products you are returning. Do not use the product’s box as the return shipping box. Do not write on the product box. Do not apply any tape or packing labels directly to the product box.
Enclose a copy of the Return Order Confirmation on the outside of the package and include a copy of the invoice.
Multiple RMAs can be returned in the same shipping box. Please enclose a copy of each Return Order Confirmation with the merchandise as applicable.
Shipping the RMA:
AcceptPay will arrange pick-up by our couriers.
Before pick-up, our courier will call you to arrange a pick-up appointment.
Our courier will collect the RMA and ship it to AcceptPay.
Note: AcceptPay will not be held responsible for any damage, losses or other issues during the transport.
After requesting an RMA the customer allows AcceptPay:
- (if needed) to evaluate and discuss the request internally for 24 hours
- to analyse the products before the official approval with order confirmation
- (if needed) to evaluate and discuss the issue with the vendor for 48 hours
Item(s) installed with bespoke software or any custom configurations cannot be returned.
Item(s) that have been used or are without original packaging, or have had their original packaging marked or damaged cannot be returned.
Item(s) must be arrive at AcceptPay within 7 days after RMA confirmation, if not AcceptPay will refuse the RMA.
Transport costs to cover the cost of shipping the order to you are non-refundable. Our products are advertised as having shipping included. The transport cost of this shipping is as follows:Transport fee: Variable fee £20 - £100, (consult AcceptPay team for the exact rate specific to the order)
Supplies, ribbons, cartridges, label & paper rolls cannot be returned and are non-refundable.
When item(s) need re-packing or are returned missing parts or components, a repacking/reconditioning fee will be charged as follows
When item(s) are in unacceptable condition AcceptPay team will reject the RMA and charge the following handling fee:
The customer pays freight back in all situation except for AcceptPay default, product out of box failure.
AcceptPay reserves the right to determine the appropriate shipping method for the replacement goods.
Damaged by transportation
After receiving a damaged shipment the customer must request for an RMA within 5 working days (send photos as evidence)
In case the receiver refused shipment without any permissible reason AcceptPay will charge a restocking fee as follows
Claims for DOA (Dead on Arrival) must be submitted by email to email@example.com within 5 working days after receiving the item.
For products of Vendors with DOA/Repair conditions, AcceptPay will execute the related DOA/Repair procedure under Vendors conditions.
The AcceptPay team will identify the terms and conditions of the Vendor if necessary and inform the customer how to proceed.
Installed software or data might get lost during the repair/test process. It is the customer’s responsibility to save/back-up data or software prior to repair.
(If applicable) handling fee:
No fault found: 10% of the inspection fee from the Vendor with a minimum of £25.00
Repair cost for non-warranty items: 15% of the repair costs with a minimum of £25.00