Ketron UK

Based in the UK
Full phone and email support
Gold Star After Sales
Guaranteed Best Prices*

Returns & Cancellations

We understand that sometimes products need to be returned. If your item has developed a fault, is damaged or is no longer required, we can help you out. Please call our office on 01908 511488

The Policy is in FIVE Sections:

I) Returning a product purchased from our Store
II) Returning a product purchased online (excluding online auctions) or over the phone.
III) Cancelling an order.
VI) Cancelling or returning Custom Orders
V) “New Old Stock” Spare Parts

I) Returning a product purchased from our Store
Unwanted products.

We cannot accept returns on unwanted products purchased in the store where you received a demonstration. If the item was retail packaged and you have not receive a demonstration, please return the item to the store in it original packaging. You must not have used the item, installed software or modified its Data.

What if the item "Is Not Fit For Purpose?

The term 'Not Fit For Purpose' is often misused and simply applies to goods that you purchased were not described correctly (For example an MP3 Player that does not Record was sold as an MP3 Recorder). Claiming an item is 'not fit for purpose' because you have changed your mind is not necessarily grounds for return. However mistakes do happen and we want you to be happy with your purchase. We are here to help - so please do call us on the number above or call into our showroom.

Faulty or Damaged goods.

We will repair or replace the item at our discretion in the fastest possible time at any time during the warranty period. If you have an On Site Warranty we will arrange for an engineer to call, otherwise please return it for repair.

II) Returning a product purchased online (excluding online auctions) or over the phone.

Under The Distance Selling Act, Consumers are entitled to cancel an order. They may also return an item for full refund within 14 calendar days from the day after delivery. This is because its likely you have not been able to see the product demonstrated and it may not be as you expected. If you have received a demonstration from us, and later purchased over the phone or internet please see 'Returning a product purchased from our Store'.

To ensure you receive a full refund you must ensure the item is in its original packaging and in 'New Condition' with all accessories, manuals and any gifts included. You are required by law to take reasonable care of the item whilst in your possession. You must not have used the item (beyond what is necessary to test as you would in store), installed software or modified its Data. If you have done so you may still be able to receive a partial refund in accordance with you statutory rights. Please telephone our office on 01908 511488.

How to receive your refund:
  • Please call us to discuss the matter on 01908 511488 with your order reference if you have it to hand.

  • Ensure the item is in its original packaging and in new condition.

  • Don't forget to include your name, address, telephone number and any order number.

  • We recommend using an insured delivery service such as Royal mail Special Delivery with the correct compensation applied. We are unable to refund items damaged during shipping.

The Address to send is:

Suzuki Europe Ltd
18 The Granary
Lodge Farm Business Centre
Wolverton Road
Castlethorpe
Buckinghamshire
MK19 7ES

We will refund your payment in the same manner as the original payment was made including original delivery costs (not including any additional carriage costs you asked for above the least expensive option offered by us) The refund, either full or partial, will be made after checking the goods returned and no later that 7 working days from receipt of goods.

Faulty or Damaged goods.

We will repair or replace the item at our discretion in the fastest possible time at any time during the warranty period. If you have an On Site Warranty we will arrange for an engineer to call, otherwise please return it for repair.

III) Cancelling an order

If you choose to cancel an order that you have not yet received, please call 01908 511488 and inform a staff member whether you would like a refund or exchange. To speed up the process, please have your order number to hand before calling. You may also advise us by email using the 'contact us' page.

Once we have received your request, we will contact you to process your cancellation.

If it is too late to cancel your delivery, please call us on 01908 511488 to discuss an exchange or refund.

Cancelling an online or phone order cannot be processed in store, you must telephone or email us so we can reverse the original transaction.

VI) Cancelling or returning Custom Orders

Sometimes we undertake special commissions or modify/build a product as a special order. Usually it is not possible to refund payment if we have already begun work on your order. However in certain circumstances it may be possible to receive a partial refund. Deposits are non refundable in the case of Custom orders. Please call us on 01908 511488 to discuss the matter

 

(V) “New Old Stock” Spare Parts

Our Old Stock Spare parts are sold 'as is' and are not eligible for refund, however if you do run into trouble, please call for assistance.

Suzuki Europe Ltd
18 The Granary
Lodge Farm Business Centre
Wolverton Road
Castlethorpe
Buckinghamshire
MK19 7ES

01908 511488

Version 1.0.0

31/07/2014