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IT-buy HELP page.
If you cannot find the help you need on this page please do not hesitate to contact us. There are SIX ways you can contact us. More detailed help concerning the distance selling act and the 7 day cooling of period is available.
- The quickest way is to click any of the CHAT icons or text links during our 'chat' hours of 10am to 5pm Monday to Friday. Any of these links should open a popup window which will call our team and you can simply type your question and get an immediate response. You may need to allow popups temporarily for this window to work. If you click these links out of hours you will be redirected to a feedback form where you can email your questions to us.
- Start a new thread or post a new topic at our forums if you think what you have to tell us maybe of interest to everyone.
- Submit any of the feedback forms, as shown at the bottom of this page. This will email your question, query or feedback to the team. This will also open an e-ticket that will be stored in our database so that we can track the conversation and display the responses to you in the MyAccount area.
- You can also email us in the regular way using the address help@it-buy.co.uk
- You can phone one of our team on 0845 2461555 (local rate). This is a regular national number with no hidden call charges and will direct you straight to the Welsh office of our parent company Silverstar.
- You can even snail mail us at Unit 16 Ynyscedwyn Enterprise Park, Trawsffordd Road, Ysradgynlais, Swansea, SA9 1DT.
IT Buys returns policy is formulated so that we can keep our costs and prices very competitive and at the same time attempt to offer the best service possible to our customers. Please read our TERMS & CONDITIONS for full details of our returns and replacement policy.
Some key points are highlighted here and also on the returns pages.
Items returned within the seven-day cooling off period
In all instances, goods must be returned as new, with no blemish, defect or parts missing, neither must the outer manufacturer packaging show any damage or be defaced in anyway. Should the items/packaging show any damage or be incomplete and defaced in any manner a restocking fee will apply, this will automatically be deducted from the credit issued.
Our returns policy is in line with the Consumer Protection (Distance Selling) Regulations 2000. If you are not totally satisfied with your purchase, you can return it within 7 days from receiving the goods, providing that you contact us beforehand and receive confirmation for a refund and provided it is in pristine condition in its original box and packaging and is unused.
You MUST notify us within 7 days of delivery of your good that you wish to return them. We will endavour to assist you in solving your problem before arranging the return, however at any time you can ask for a return for either a refund or replacement/exchange. Providing you have made the inital contact within 7 days we will accept your return even if you accept a repair or another solution first.
The Customer will be responsible for the safe return of the goods. Goods must be returned "as new" or in the same condition that they were received in. There should be no damage, all parts, items should be returned, all packaging must be included and the manufacturer packaging must not be defaced in manner.
By law, customers located in the European Union and the UK have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. This period is allowed to enable you to change your mind, it is not designed as a try-before-you-buy scheme. You must expect restocking fees (see below) to be applied to products that have been used as these cannot be resold as new items. More detailed help concerning the distance selling act and the 7 day cooling of period is available.
Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the full cost of the item and the cost of sending the item to you, however you are still responsible for returning the
- Software and other licensed products are excluded from the 7 day cooling off period. If software is open, unsealed or installed it can no longer be returned unless faulty.
- Where you are returning an item that was part of a larger order, we'll refund the per-item charge for delivery that you incurred based on the items weight.
- Where you are returning an entire order, we'll refund applicable per-item delivery charges and the per-delivery charge that you incurred
- Where we collect an item from you, we reserve the right to recover the costs of collection from you.
- The item must be unopened, including any shrink wrap, blister packaging and external seals or stickers. In the event an item is opened upto a restocking fee will be charged in order to make the goods fit for resale.
If an item is being returned and is NOT faulty or misdescribed in any way, YOU will be responsible for postage costs to return the item to us. You will also be responsible for maintaining the item in a sellable condition. We advise our customers to insure items and to use a carrier that offers proof of delivery. Restocking fees will apply to items that require preparation to enable them to be resold. PLEASE ENSURE an item is correct BEFORE opening or damaging external seals and packaging. We offer extensive and readily available pre-sales support, please take advantage of this to ensure you purchase a suitable item. You can call us on 0845 2461555 (local rate) or use the instant chat facility.
Items that are returned due to them being faulty, mis-described or incorrect
If an item is being returned under one of the above conditions you will be entitled to a full refund. If the goods arrive faulty and have never worked this also includes reasonable carriage costs. Again we advise our customers to use a carrier that offers proof of delivery and insurance as you are responsible for the item un till it is returned to ourselves. We will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.
You can login from either the LOGIN links or at the top of most pages by entering your USERNAME and PASSWORD. You must login to access your account details, to post messages on the FORUMS or to complete an order. If you have forgotten either your username or password then go to the LOGIN page, enter your email address in the box marked 'eMail Address' and click the 'REMIND ME' button. An email will be sent containing your username and password.
Our checkout has been simplified to only include Google Checkout. Why only Google Checkout..? We feel this offers one of the simplest and safest checkout experiences for our customers. You only have to create a Google Checkout account once which can then be used for all online purchases where you see the Google Checkout logo. You can review all your purchases in once place, along with tracking information and refund details.
We would encourage you to take a look around the FORUMS. Any registered user can create new posts or answer existing posts, leave messages for other users within the community and talk about anything that takes your fancy. There are forums set up for discussions on site related stuff but also for general chat and industry and technology information. Please feel free to take part in what we hope will become and interesting and useful addition to the site.
Before we can process any orders from our customers there are a few details which we must collect. These include a unique USERNAME, an eMAIL address, a PASSWORD and your NAME. You can supply these details either during the checkout and purchase procedure (see below BASKET & CHECKOUT) or from the REGISTER link. You will be presented with a short form asking for your details. Your email address and password are entered twice to help prevent mistaken entries. We do not ask you to confirm your email account by responding to the initial email. This speeds up the registration process but please take care to enter the correct email address in order that we may contact you quickly in the event of any order issues. There are two boxes to check at the bottom of the registration form. The first is to indicate you have read and accept our TERMS & CONDITIONS, the second lets us know if you want to receive our newsletters. Once the form has been filled in completely click the SAVE DETAILS button to register your details, a short email will be sent to confirm registration and your username and password. The registration process is carried out on SECURE pages, and all information is encrypted before being transmitted.
Delivery costs are calculated using the weight and value of your order. The delivery matrix below lists all our delivery bands.
| Order Value | <1Kg | <2Kg | <5Kg | <10Kg | <20Kg | <50Kg | >50Kg |
| Upto £30.00 | £1.69 | £4.25 | £4.25 | £4.25 | £4.25 | £10.00 | £26.08 |
| Upto £200.00 | £3.26 | £5.43 | £6.30 | £6.95 | £7.39 | £11.09 | £26.08 |
| Upto £500.00 | £5.43 | £6.30 | £6.30 | £7.39 | £7.39 | £12.61 | £26.08 |
| Over £500.00 | £5.65 | £6.30 | £6.30 | £7.39 | £8.04 | £12.61 | £27.83 |
| Over £500.00 | £6.30 | £7.39 | £7.39 | £8.04 | £12.61 | £12.61 | £27.83 |
We use mostly Royal Mail and ParcelForce, and aim to deliver all pre 15:00 orders within 2 working days. All parcels can be tracked via the MyAccount pages. If parcels cannot be delivered, a card will be posted detailing how you can rearrange delivery or where you can pick up your parcel.
