Pipex ADSL Returns Policy

Pipex would like you to be completely happy with your purchase. However, if you believe your goods have been delivered in error, damaged, or a fault appears during the warranty applicable to the goods received please contact the Pipex Customer Support team for further help. If your problem can not be resolved by telephone or email then we will ask you to return any affected goods back to Pipex for testing, providing the following conditions are met:-

If you have received incorrect or unwanted goods:

1.	Call our Customer Support team on 0871 222 5550.
2.	Make a note of the Return Materials Authorisation (RMA) reference which is required when returning incorrect or unwanted goods. Please ensure you quote your RMA reference code in all correspondence relating to this matter.
3.	Our Customer Support team will advise you how to return the item and, if applicable, arrange for the correct item(s) to be shipped.

If goods are damaged or faulty:

If you believe your goods have been delivered faulty or damaged, or a fault appears during the warranty applicable to your goods please refer to the following steps:-

1.	Call our Customer Support team on 0871 222 5550.
2.	Customer support will perform any remote diagnostics necessary to establish if your goods are faulty or incorrectly installed. If the Pipex customer support team believe your goods to be faulty or damaged they will ask you to return the goods to Pipex for further testing.
3.	Customer support will issue you a Return Materials Authorisation (RMA) reference which will be required when returning your damaged or faulty goods. Please ensure you quote your RMA reference code in all correspondence relating to this matter.

Please Note: -
Replacement goods will usually be shipped by first class post, although special delivery is available on request for an additional fee.

Troubleshooting tips:
If we can, we'd like to save our customers the trouble of shipping their goods back to us. The following support pages may help some customers solve any problems they may encounter during initial installation and connection of their hardware. For more help, you can check out our online support web pages which can be found at: http://www.pipex.net/

Terms and Conditions:

All goods returned to Pipex, whether incorrectly supplied, unwanted, damaged, or faulty, will only be accepted subject to the following terms and conditions:-

Returned goods will only be accepted if they are within warranty.

To protect Pipex against abuse of its returns policy, Pipex reserves the right to charge a restocking fee of up to £20.00 (including VAT) at Pipex's discretion for all goods returned as faulty or damaged that are found to be in working order when tested by Pipex. This fee applies irrespective of whether or not the equipment works with the customer's computer system and Internet connection.

The customer agrees that Pipex may charge to the customer's account all restocking fees and other charges which Pipex deem to be payable in respect of returned or returnable goods. The customer agrees to pay all such fees or charges and authorises Pipex to take such payment by the customer's normal account payment method as applicable without further notification to the customer.

No refund or replacement can be made against goods which cannot be identified as coming from the customer who is returning them. In the event we can not identify you as the customer who is returning the goods Pipex will charge you automatically for the replacement goods that you have received.

To ensure that Pipex can identify you as having returned your faulty goods all items must be accompanied by a completed Return Merchandise Authorisation (RMA) form.

Full details of any fault should be entered on the RMA form if applicable.

Goods must be returned complete, including all packaging, cables, manuals, CDs etc, and in an acceptable condition. If any item(s) are missing, then the goods will be deemed incomplete. This includes goods received late, or non-return of RMA goods.

Pipex reserve the right to charge at full retail price for any missing item(s) or discrepancies in returned goods, or for any item(s) which have faults or damage not covered by warranty. This may also delay the shipping of the correct goods, and may result in a delay to or complete forfeiture of any anticipated credit. All goods are the customer's responsibility until delivered to Pipex.

Pipex will allow 14 days from the shipping date of replacement goods for the return of damaged or faulty goods. In the event Pipex does not receive the damaged or faulty goods within this time, Pipex will automatically charge you our retail price for the goods dispatched.

Pipex will aim to refund unwanted items within 7 days from the receipt of the returned goods.

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