Terms & Conditions for O2 Hardware orders and returns.

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1 Terms & Conditions for O2 Hardware orders and returns. Here s all the information that you need on hardware ordering and our returns process. Ordering your hardware Please send us all your hardware orders including sim cards via Zest4 Stock Order Form. Send to stock@zest4.com Delivery address will always be to the partner registered company address. If you wish to order bulk quantities of hardware, then to ensure we have sufficient stock to fulfill your requirements, please call in a stock forecast in advance to your Channel Hardware Manager. SIM and ordering To order your SIM cards, simply select the quantity you require on the product order form. There s no need to indicate that they require mobile numbers.. What happens on the receipt of the order? Once the order has been submitted, we will raise the order with O2 and you will receive confirmation that your order is in process. Please note: Orders received before for products that are in free supply and there are no issues with your hardware account will be processed for delivery the next working day. Once the order has been processed you will receive an invoice confirming the IMEI and other dispatch details. Cancellation of order Page 1 of 6

2 If you wish to cancel an order that has been placed, you must call the Zest4 stock team on immediately and also send an to to confirm this in writing with the following details: SOS Reason Purchase Order Reference List of the products you wish to cancel Please note: most orders are picked and shipped from the distribution centre within 1 2 hours of the order being submitted to O2. Therefore, if the order has progressed too far we will be unable to cancel the order. We will notify you at the time if this is the case. Proof of delivery All orders submitted before the cut off time of will be delivered the next working day between the hours of 9.00am to 5.30pm, via DPD. If the order is not delivered within the quoted timescales, please contact the Zest4 stock team on Returning devices Devices may be returned under the following criteria: O2 order error If you receive a wrong product or an incorrect quantity from us, please contact the Zest4 Stock team on to authorise a return. Partner order error If you order something in error we have a new simple process for you to follow. Please stock@zest4.com with a hardware credit request specifying what element of the order was an error and what the replacement / alternate solution is that you are seeking. We will then position this with O2 for resolution. O2 will then carry out a check before sending it to our credit and risk team for processing. If there are any issues, we ll let you know. Please note: Any order discrepancy or delivery queries still need to be raised at O2 within 48 hours of receipt. A credit will only be sent for processing once we have received the stock back and O2 have authorised the credit. Without the stock we can t request for a credit to be raised. Page 2 of 6

3 Please don t return any stock until we have given you the go ahead to do so. Once the return is authorised our Zest4 stock team will you with a returns authorisation code and arrange a collection with you. Please note that a 5% restocking fee is charged if the return is due to Partner error. Seven day cancellations For business customers, there s no seven day cancellation option as this is a consumer right only. In the rare event that you re dealing with a consumer customer, then we ll accept devices that have been returned by a consumer customer within seven days of purchase as long as: The device is within 12 weeks of its original date of purchase by you from O2. The device is not customer damaged. A copy of the customer s receipt and refund notice is provided (proof of date of purchase and return must be shown along with the IMEI). Faulty products Your customer has 14 days to return the faulty device back to you in order for them to get a full refund - please make sure that your customer is aware of this at the point of sale. You then have three weeks to return the device back to us. All items returned as faulty by your customer within 14 days of purchase must be found to be faulty when we test them and must be within 12 months from the date of purchase from us to obtain a full credit. To save time and costs, please ensure that you check the fault on the device before returning. Credit guidelines for returned devices Our credit guidelines for returned devices are: Credit applied Comments Page 3 of 6

4 In the rare event that a consumer customer returns a new handset within seven days but the handset is over 12 weeks old from Supply Chain Services A 50% credit will be applied. Remember there s no seven day clause for a business customer Damaged packaging Credit will be reduced by cost of replacement box Not relevant for faulty product Missing parts Credit will be reduced by cost of missing parts Please ensure all parts are returned with the device Equipment not originally purchased from O2 No credit will be applied Customer damage No credit will be applied Please make sure that you tell your customer that customer damage is not covered before you test and return the device. You shouldn t process a return for a device with any obvious physical damage. No customer proof of purchase/ refund A 50% credit will be applied Faulty Devices If you return a consignment.. No fault found We ll apply a 50% credit. Fault found We ll apply a 100% credit. We may not be able to replicate the fault when we test them so we ll apply a 50% credit where there s no fault found Reconciliation of accounts Once all devices have been checked and credits calculated, a credit will be raised on your hardware account. Queries relating to any credit should be directed to the Zest4 stock team. For all other questions relating to the return of O2 hardware, please contact the Zest4 stock team on Page 4 of 6

5 Process for returning devices When returning your devices, please make sure: The devices are securely packed. You have completed the correct paperwork with the Zest4 stock team. No devices should be sent back until Zest4 have checked the return forms. Repair process In warranty devices including O2 branded devices, USB Modems and BlackBerry O2 provide a 24 month warranty on all devices supplied (it s 12 months for an iphone).these are all covered under the 24 hour replacement process Customers can request a 24 hour replacement by calling stock team on You will need to confirm: Customer s MPN IMEI number of device Model of device Confirmation that it was bought from O2 Age of device Fault diagnosis done Date when you want the device delivered Please note The 24 hour replacement policy is at O2 s discretion at all times. The customer must be in a position to exchange their faulty device for the replacement, at the time the replacement device is delivered. The customer can request an alternative delivery date if the offered date doesn t suit them. The customer s device must be within the 24 months of purchase and provided as part of a business tariff contract - it s 12 months for an iphone. The device must qualify under the manufacturer s standard warranty. Page 5 of 6

6 Where possible a refurbished device of the same type will be provided but this can t be guaranteed. If the customer s device can t be replaced with the same make and model, we will endeavor to ship out a device with a similar specification. The following are covered by the scheme: Poor signal/dropping calls where coverage is good Emergency calls only Insert SIM message Not powering on One way transmission Not charging Not ringing Faulty key pads The following are not covered: Damaged connectors/casings Cracked/bleeding screen Snapped/bent aerials Water damage/condensation behind screen Everyday use e.g. scratched screens and paintwork or worn key pads A third party application that has been loaded onto the device SIM Only tariffs. Out of warranty devices. We check all devices to make sure that the return is justified, so please explain to your customer that if the returned device is found to be faulty due to customer damage, they may be charged the full replacement price. Apple devices only have a 12 month warranty this can be extended via purchase of Applecare. For further information on Applecare including costs, please visit or call Page 6 of 6