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Service Terms and Conditions

SERVICE TERMS AND CONDITIONS

These conditions apply to the return of any product sold by POLARaudio either for repair, replacement or for credit. By returning your product to POLARaudio for repair, replacement or credit you agree to be bound by the terms and conditions set out below.  When you request an RA number via our website, POLARaudio’s standard Terms and Conditions apply in addition to these conditions.  

 

1.    Prior to returning product to POLARaudio

1.1.     Requesting an RA number
All returns must be booked in online prior to the product being returned to POLARaudio’s premises and all supplied paperwork must be attached to the outside of the shipping box.

1.2.     Fault Testing
All units must be tested and all faults reproduced prior to the product being returned to POLARaudio. If a product is returned to POLARaudio and found not to be faulty then this will be treated as non-warranty and the standard inspection fee and return carriage charges will apply. Full details of tests carried out must be listed on the online form and POLARaudio reserve the right to charge the standard inspection fee for any product that is returned without being tested first, and/or without the testing details noted on the online returns form.

1.3.     Accuracy of information provided
POLARaudio will only process returns based on the information submitted on the RA request form. If the submitted details are not accurate or incomplete, POLARaudio reserve the right to refuse to process the product returned and the product will be returned to you as received. Any extra costs incurred in this instance must be paid by you prior to POLARaudio returning the product back.

1.4.     Returning Products for Credit
Any product returned to POLARaudio for credit must be in its original packaging, in new condition and with all supplied accessories included. A copy of the original POLARaudio invoice number must also be provided on the RA form. All credits are at the discretion of POLARaudio and POLARaudio reserve the right to refuse, repair (where applicable) and return any product that is not returned under these conditions.

 

2.    Returning product to POLARaudio

2.1.     Return to Base Warranty
All warranties supported by POLARaudio are return to base warranties. All products must be returned to POLARaudio as per the instructions outlined in the online RA request form. All shipping and packaging must be arranged by the customer.

2.2.     Packaging
All products must be returned to POLARaudio in the original packaging supplied with the product. In the instance that this is not possible, it is your responsibility to ensure the product arrives safely with POLARaudio and the supplied packaging is sufficient for the return journey. POLARaudio will retain your packaging and this will be used to return your product. POLARaudio are not responsible for any damage that occurs during the shipping of your product due to insufficient packaging.

2.3. Products returned without an RA number
Any product returned without an RA number visible on the packaging will be stored for 1 week. If no RA number is provided in this time the unit will be disposed of according to WEEE regulations.

 

3.    Warranty and Exceptions

3.1.     Warranty Faults
Only faults that are caused by a manufacturing defect within the products warranty period will be covered under warranty. Any damage sustained by user error, misuse or physical damage (including, but not limited to Force Majeure) to the unit will not be covered by warranty. If a unit is returned to POLARaudio and found to have a defect not covered by warranty (or no defect at all) then this will be treated as non-warranty and the standard inspection fee and return carriage charges will apply.

3.2.     Modification/dismantling of the unit
POLARaudio reserve the right to refuse to repair any equipment that has (without limitation) been subject to dismantling, repairs or modifications not authorised by the manufacturer or any applicable serial number has been defaced or removed. Unauthorised tampering, dismantling or repair of a product automatically voids the manufacturers’ warranty.
3.3.     Replacement Products
POLARaudio will repair and return any product that is returned under warranty. Under certain circumstances it is necessary for POLARaudio to replace the unit instead of providing a warranty repair. This is at POLARaudio’s discretion and POLARaudio reserve the right to repair and return any unit that is covered by warranty; there is no obligation for the product to be replaced.

3.4.     Products Purchased outside the UK
Warranties only apply in the country in which the product was purchased. POLARaudio will not cover the warranty repair or replacement of any unit that was not purchased within the UK. POLARaudio are only obligated to cover the cost of the return carriage of any product repaired or replaced under warranty back to a UK address.

3.5.    Warranty on replacement products
If a product is replaced under warranty by POLARaudio, the warranty period still starts with the date of the original sale. A new warranty period is not started with the replacement of a product.

 

4.    Charges and Estimates

4.1.     Inspection Fees
By accepting our terms and conditions, you accept that there will be an inspection fee applied to all returns not covered by the manufacturers warranty. If it is requested that POLARaudio re-test the product, multiple inspection fees may apply.

4.2.     Labour Charge
All labour charges are billed in 15 minute increments, with a minimum of 15 minutes on all non-warranty repairs.

4.3.     Return Carriage
All return carriage charges for units that do not have a manufacturing defect must be covered by the customer. POLARaudio charge the standard 2-3 shipping charge plus £5 administration costs.

4.4.     Repair Estimates
There are instances where POLARaudio may not be able to complete the repair for you for the estimate provided. In certain instances, carrying out a repair as estimated will show more complex than/different faults from what were originally diagnosed. If this is the case POLARaudio will contact and discuss this issue with you directly.

4.5.     Storage of Repairs after estimates
Limited storage for repairs is available at POLARaudio. Repairs that have been quoted will be held for 14 days for your acceptance/refusal. After this period all units will be disposed of according to WEEE regulations and all inspection fees must be paid in full.


5.    Warranty of Parts and Labour

5.1.     Service Warranty
For all repairs, POLARaudio warrants that services performed will conform to their description for 90 days from the date of service.

5.2.     Spare parts (fitted to a repair)
Spare parts fitted by POLARaudio have a warranty period of 90 days. The standard warranty terms apply to these parts and do not include the parts being tampered with, removed or damaged through customer misuse.

5.3.     Spare parts (supplied as parts)
There is no warranty on spare parts supplied individually. If a spare part which was sold in the last 90 days is deemed faulty after being fitted, the whole product that the spare part has been fitted into must be returned to POLARaudio for inspection. If upon inspection POLARaudio find the specific part to be faulty it will be replaced and the working unit returned to the customer. If the fault is not with, or limited to, the part supplied by POLARaudio then the repair will be treated as a non-warranty repair and will be chargeable. All costs incurred must be paid for in full prior to the product being returned.


6.    Un-repairable Items

6.1.     Un-repairable items
POLARaudio will always endeavour to repair your unit.  However, in certain instances the repair of non-warranty products is uneconomical and POLARaudio will offer a suitable replacement for a discounted price. All inspection fees will be waivered upon acceptance of the replacement product.

6.2.     Return to Manufacturer repairs
POLARaudio will always endeavour to repair your product in house, but on occasion it is necessary to refer the product back to the manufacturer for a specialist repair.

6.3.     Refusal of repairs
POLARaudio reserve the right to refuse the repair of any product that is deemed to be non-warranty at their discretion.

7.     Timescales

7.1.     Timeframes for Repairs
Any timeframe given for the completion of a repair is an estimate and subject to change. POLARaudio will endeavour to repair your unit as soon as possible but will not be held liable for any delay in the completion of the work.

7.2.     Start of warranty period
The warranty period starts with the sale to the end user. When returning a product for a warranty repair, the proof of purchase (with the serial number clearly stated) must be provided to POLARaudio on the RA form. If a product is returned to POLARaudio without the serial number listed on the proof of purchase, POLARaudio reserve the right to take the start of the warranty period as the date the unit was sold by POLARaudio.

7.3.     Out of Box (14 Day) failures
Any unit that fails within 14 days (two weeks) of receipt from POLARaudio can be returned to POLARaudio for replacement. Any unit sold by an authorised reseller that fails within 14 days can be returned to POLARaudio for replacement, as long as the proof of purchase is provided with a serial number (where applicable) and sale date clearly listed. If a product is returned to POLARaudio without the serial number listed (where applicable) on the proof of purchase, POLARaudio reserve the right to start the warranty period at the date the unit was sold by POLARaudio. The unit must be returned to POLARaudio in new condition and in it’s original packaging.

 

8.    Loan Equipment

8.1.     Loan Equipment
POLARaudio do not provide a loan or hire unit to cover the time that the customers unit is at POLARaudio for repair.

8.2.    Advanced Replacements
POLARaudio do not offer advanced replacement units. POLARaudio reserve the right to repair and return any unit received as faulty, regardless of whether a second unit has been purchased as a replacement.

8.3.     Loss of Earnings
POLARaudio are not liable for any loss of earnings due to the failure of any equipment supplied by POLARaudio or an authorised reseller.

 

9.    Second Returns
    
9.1.     Second Returns Carriage
Any unit that is received as still faulty must be returned to POLARaudio for inspection within 14    days. If upon receipt the repair work/ spare part used is found to be defective with the same fault, POLARaudio will raise a credit for up to £10 ex VAT to cover the return carriage. A receipt of the carriage charge must be provided with pricing for POLARaudio to credit this back.

9.2.     Warranty of Second Return
Any unit that is received as still faulty must be returned to POLARaudio for inspection within 14 days of receipt. If the repair work/ spare part used is found to be defective with the same fault, POLARaudio will cover the repair of this under warranty and return the product to you. If after further inspection the fault is found to be different from the original fault, the standard warranty period will apply and any inspection fees and return carriage must be covered in the case of non-warranty repairs.

9.3.     Original Repair reference
Polar Audio can only treat the second return of a product as such if the original repair details have been provided. If a unit is returned for a second time and the original reference is not provided on the RA request, POLARaudio will treat this as the first return of the product.


AGREEING TO THE TERMS AND CONDITIONS
By agreeing to the POLARaudio terms and conditions you agree that all charges outlined on our website, online form and terms and conditions will apply to your repair. These charges must be paid before any unit can be returned to you.

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