Returns Policy

Introduction

• This policy applies to all purchases made wholly over the internet using the memory-express.co.uk, memory-express.com or memoryactive.co.uk websites by bona fide end-user customers. This policy does not apply to trade customers (companies involved in the trade of IT products and services) or to goods purchased for use in the course of a business, whether through a registered company, partnership or sole trader, who are covered by the conditions in our current catalogue.

• The policy fulfils the requirements of the European Union Distance Selling Directive, as implemented in UK Law under The Consumer Protection (Distance Selling) Regulations 2000. A full copy of the Directive can be viewed here.

• This policy does not cover purchases undertaken within our stores.

Our Policy

1. You can return goods to us for any reason, for a period of up to 7 days from the date of delivery. Before doing so, you must contact us either by telephone (0870 900 9500) or email sales@memory-express.co.uk to obtain an RMA number which must be marked clearly on outer packaging.
2. As a consumer, you can return goods to us :

   Memory Express Ltd
   2 Portal Way
   LONDON
   W3 6RT

   • By Post/Carrier - You must pay the cost of returning goods to us by Post/Carrier. You must obtain a returns number from us before returning goods. Please call us on 0870 900 9500 to obtain one.
   • You should address all returns by this method to:
   • On receipt of your returned goods, we will reimburse you the purchase price (excluding shipping charges) within 30 days using the same credit/debit card that was used to pay for the goods.
   • You are responsible for the goods until they are received at our London address above. Goods that are lost or go missing during transit cannot be reimbursed. You should strongly consider using a Recorded (signed For) service or Special Delivery to return goods. Remember, proof of posting does not constitute proof of delivery.
3. With all returns, regardless of method-
   • You must return the goods in the original manufacturers box/package.
   • You must return the entire contents of the box, all stuffing/protective wrapping, any accessories included by the manufacturer, all printed materials including stickers, brochures, labels, tags and guarantees.
   • You must take reasonable care of the goods whilst in your possession. This includes the careful and safe handling of static-sensitive components. Goods not received in an "as-new" condition will be regarded as marked.

Policy Exceptions

1. Marked Goods
   When goods are returned to us marked in any way, we reserve the right to refuse to reimburse you in full. In the case of postal returns, the goods will remain with us, until either -
   • you accept to pay for the item(s) to be returned to you, or

   • accept a refund of less than 100% of the original purchase price. The percentage refund will be negotiated with reference to the degree of damage, but is unlikely to be greater than 75% of the purchase price.

2. Wrong Items Supplied
   We will meet the full cost of returning goods to us if the item(s) delivered to you are not as specified in the Product Description section on your Receipt. 
3. Faulty Goods
   If you believe that your goods have developed a fault, you must return them to :

   RETURNS
   Memory Express Ltd
   2 Portal Way
   LONDON
   W3 6RT

   Initially, You will be responsible for the cost of posting the goods back to us.

   Additionally, you must supply the following-

   • Proof of your original purchase.

   • A letter explaining what the fault is. You should also include your contact details.

   • The original receipt for the cost of posting the goods back to us.

   When we receive your goods, one of our staff who is experienced in fault assessment will examine the product.
   If we agree that the product is faulty, we will offer you the choice of either -

   • An exchange, or

   • A full refund, and

   • Advice on product suitability.

   Where we disagree with you that the product is faulty, we will let you know of our decision. Returns of non-faulty goods claimed to be faulty are subject to a 15% re-stocking fee.

4. Software
   Software supplied on Disk or CD will not be accepted back unless faulty if the seal is broken. If faulty an exchange will be offered.
5. Specially ordered or made goods
   Items which have been purchased or made to a customer's specification cannot normally be returned. This would apply where we have had to source goods for a customer that we would not normally keep in stock. 
6. Disregarding the configurator
   If you purchase memory for a machine listed on our "memory configurator" from the generic memory listings and it is incorrect due to your fault, any return will be subject to a 15% re-stocking fee as correct advice has been given and disregarded.