Shipping & Returns

Cancellations/Refund Policy

Customer's have the right to cancel within seven days of their contract with us, or seven days of receipt of the goods and will be responsible for returning the product in it's original condition and must be unopened, unused and in it's original packaging so it can be resold on "As New". Original delivery charge cannot be refunded and a 25% restocking/admin fee may be applied.

 

Returns

Whilst Athema Services Ltd only supply products from reputable manufactures, occasionally items develop faults beyond our control, or, alternatively the wrong products may have been ordered by the end user. In such cases Athema, in line with our Terms & Conditions, have the returns procedures as shown below. It should be noted that some of our Manufacturers provide warranties that require our customers and your clients to deal direct with their own returns department. For more information please contact Customer Services.

 

Dead On Arrival (DOA)

Athema Services Ltd will offer a standard warranty period of seven days from purchase date on all products. Within this seven day period, any product that is confirmed as being DOA by our Customer Services Department will then be issued a Returns Number. Customers who receive a DOA product should contact us within 48 hours of receiving the goods. The value of the faulty items will be credited to your account upon receipt of said faulty items. We ask all customers to sign deliveries as "Unchecked" if there are signs of box damage, and must report any damage within 48 hours upon receipt of goods.

 

Warranty Returns 

If your product goes faulty after the seven-day standard DOA warranty, the return of this item will then have to comply with the original Manufacturer’s Warranty. In some cases this will be dealt with directly by the manufacturer. If a product is sent back to us for a repair and is found not to be faulty, a return delivery & labour charge will be liable to the customer.

 

Delivery Discrepancies (Incorrect goods delivered)

In the unlikely event that you receive do not match the products that you ordered then you may have been shipped the wrong product or our warehouse team may have picked and shipped the wrong items. Please advise our Customer Services Department within 24 hours of receipt of the goods. Also if you have received more, or less goods than you ordered, then please advise our Customer Services Department within 24 hours of receipt of the order. Once a full investigation has been carried out by our Customer Services and Stock Control Departments, and the facts have been established, we will ensure that the correct action(s) are carried out as swiftly as possible.

 

Goods Incorrectly Ordered

At our discretion we will accept the return of goods if you or your customer has ordered the wrong product. Incorrectly ordered goods must be returned in the original packaging with seals, static bags etc unbroken.

 

Incorrect Delivery Address

In the unlikely event that we ship to a wrong delivery address, or have received the wrong delivery details from you, our Customer Services Department will do our utmost to ensure that the goods are redirected to the correct address as soon as possible. Unfortunately, this will normally result in a delay of 24 hours.

 

Returns Procedure

Please either email us or call us on the number above so that we can send you an RMA for to complete.

Once we are in receipt of your completed form, our Customer Services Department will endeavour to provide a response to our customers within twenty-four hours. This response will be either:

• Notification of the Returns Number 

• Rejection of the Returns Request 

• Referral to Manufacturer Under Manufacturer’s Warranty Terms

 

Once you have received your RMA number please return the goods by courier (NOT first or second class mail) in their original packing, together with any accompanying components (cables, software, media etc.) to the address enclosed in RMA form with the RMA number clearly displayed on the outside of the carton(s), our Customer Service team will provide you with suitable paperwork to assist.

 

The RMA must be returned within two weeks of the RMA being issued. Please note that Athema Services Ltd are unable to offer a collection facility for our customers.

 

The Waste Batteries and Accumulators Regulations 

Under the Waste Battery Regulations, Athema Services Ltd are now offering a take back scheme for all portable waste batteries, You can return your waste batteries to our business premises in person. (please do not post). Please call us BEFORE coming to the office as we will need to raise a Returns number and take some details.

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com

Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

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