Returns Policy

The Change Organisation Ltd ('the Company') is committed to delivering an outstanding service to all its customers and makes every endeavour to ensure that all Goods supplied are of satisfactory quality and fit for purpose. The Company remains cognisant that there are circumstances under which the return of Goods may be necessary, and applies its overarching commitment to customer satisfaction in the event that such circumstances arise. The terms below are designed to be flexible and provide all parties with an efficient method by which Goods can be returned, and apply in all circumstances except where otherwise agreed between the Company and the Customer.

Pre-Return

All Returns Requests shall be logged in writing with your Account Manager within 5 working days of receipt of the relevant Goods.
Where a Returns Request is made outside this period, and the Goods are DOA or faulty and covered by a valid warranty, the Customer will be directed to the manufacturer to obtain a DOA certificate/authorisation. Units returned without a valid DOA certificate (or DOA Claim ID for HPE returns) may incur a £25 administration fee.
A Product Return Request Form, including a sufficiently-detailed reason for the return, must be completed before a Return Merchandise Authorisation number (RMA) is issued.
The Company will provide a Manufacturer RMA Authorisation Reference if applicable.
RMA numbers are valid for 14 days from date of issue; returns will not be accepted after this period has expired.

Return Of Goods

Goods will not be accepted without a valid RMA Number issued by the Company.
The Company will arrange collection and provide details of the collection date and tracking number. Where the Customer fails to provide correct collection information, the Company reserves the right to deduct incurred shipping fees from the amount credited.
All RMAs must be returned in appropriate outer packaging, with any user or customisable settings removed (including Autopilot, BIOS locks), all original accessories included, in the original packaging, and without defacing or damage. Non-compliance may result in the goods being returned to the Customer and the return rejected, or an enhanced restocking fee applied.
All faulty Goods will be tested by trained professionals, in-house or externally, to confirm the faults detailed in the RMA request, unless a Manufacturer RMA is available. If testing finds the Goods are in good working condition, the Customer may be liable for testing charges, return shipping, and/or a restocking fee. Specially-ordered (non-stock) items will not be accepted for return unless faulty or DOA.
A credit note will only be issued once an inspection and/or testing of the returned item has been completed to our satisfaction.

Exceptions

Exceptions to the above terms may apply where there is prior written agreement on special return terms between the Company's Account Manager and the Customer, where an error was made by the Company, or where Goods were damaged in transit.

Contact

Please do not hesitate to contact either the Returns Administrator or your Account Manager for all queries on the returns process and updates relating to any specific Returns Request.

Email: returnsdg@thechange.co.uk