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SUPPORT INFORMATION
Our first line of support will be to provide guidance through email and/or Frequently Asked Questions (FAQ) pages on our website. Telephone support is provided only as a secondary method and in general will not be provided unless we have first received information about the fault or problem by email. This allows us to maintain a written record of the support that has been provided and enables our personnel to provide a higher standard of support. In the first instance, all support queries should be emailed to support@crispywater.com and should include as much information as possible regarding the item purchased and the nature of the fault. We also require details of your original order, e.g. purchase date, order number etc. and contact details, i.e. email and telephone.
WARRANTY INFORMATION
All brand new goods we supply are covered by a return to base warranty for twelve months from the date of purchase unless stated otherwise. Certain items such as clearance items, refurbished goods, used goods and consumables may have different warranty terms. Items that are marked �SOLD AS SEEN� do not carry any warranty whatsoever and all sales are final.
Many of products have a warranty supported directly by the manufacturer, and these warranties are often more comprehensive than our standard warranty. For example, they may offer three years instead on one and the service is provided on site (i.e. they come to you) rather than return to base (you send the item back to us at your own expense). Manufacturers are well equipped to deal swiftly and fairly with any and all problems you may encounter with your product. This is the quickest way to have your return issue dealt with, but if you would prefer to have your return dealt with by us, please be aware that it will be dealt with in accordance with our stated policy. Where a manufacturer provides on site service, but you would prefer us to deal with the return, we will not be required to provide on site service and you will still be responsible for returning the item to us. Further, in instances where the manufacturer’s warranty is longer then 12 months, all service requests after the 12 months have elapsed must be referred directly to the manufacturer.
Faulty goods may be returned for replacement, repair or refund if within their warranty period. Customers must contact us for authorisation before returning any faulty goods. If goods are found to be faulty we will replace or repair whenever possible; if repair or replacement is not possible we will issue a refund. The customer will be liable for any costs incurred in returning goods to us and we will pay for them to be redelivered to you. If returned goods are found to be in proper working order we will charge 15% of the original item value to cover the cost of inspection and handling charges. The customer will then be responsible for redelivery or collection of the item.
Goods must be returned with the Returns Authorisation (RMA) number prominently displayed on the outside. They must also be packed securely, using appropriate packing materials. Delivery will be refused if an item does not have an RMA number on it or if it is poorly or inadequately packaged. All RMA numbers issued are valid for 14 days after which time they expire. Please do not send your item with an invalid RMA number as the item will be returned to you, please re-apply for a new number.
We maintain a database of the serial numbers of all items supplied by us. In the event that an item returned as faulty is not found on our database (i.e. the item returned was not originally supplied by us) we will charge 15% of the original item value to cover the cost of administration and handling. The customer will then be responsible for redelivery or collection of the item.
RETURNS INFORMATION
Items should only be sent back to us once the customer has received a Returns Authorisation (RMA) number. The RMA form below should be completed and returned to us and we will in turn issue an RMA number. Customers are advised to read the information on the form carefully to avoid any misunderstandings at a later stage.
| DOWNLOAD RMA FORM |
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ADVANCE REPLACEMENTS
As per our returns policy, a replacement cannot normally be sent out until we have received and tested the faulty item. This may take several days and we recognise that some customers require the item urgently. In certain circumstances, we are able to supply advance replacements, i.e. the replacement item is sent out to you immediately. Please download the Advance Replacement Form below for full details. If an advance replacement is required, please return the completed form to us and we will proceed to ship out your replacement, subject to the conditions having been met and the item being in stock.
| DOWNLOAD ADVANCE REPLACEMENT FORM |
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FILE VIEWERS & READERS
The following links been provided for your convenience to enable reading and printing of the above file downloads. The software is provided by third parties and is the property of the respective rights holders. Crispy Water Ltd can take no responsibility for the software.
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