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Click here for Solwise full Consumer Terms & Conditions

Quality Policy
At Solwise we have considered adopting a quality standard such as ISO9002. After investigating these schemes we have decided not to take this route.

Although we use many of the mechanisms of the recognised schemes, such as bar-code tracking, batch testing and record keeping, we feel that the rigid imposition of a procedures-manual approach would reduce rather than increase the quality of our service. This is because we understand 'quality' as representing something much more than conformance to specification, and consider that a registered scheme would damage the flexibility that we can offer our customers. Our flexibility enables us to respond quickly to customer requirements without adopting formal procedures for every exception to normal mechanisms.

Solwise don't have a formal mission statement, it would be a little too 'management-speak' for us, however we do rather admire IBMs 'Think' and Googles 'Do no evil'. If we ever did adopt a mission statement I suspect we would definitely choose 'Care!' rather than 'Remember to fill the form in!'.

Ordering

The simplest way of ordering products from Solwise is by using the on-line 'Shopping Trolley'. Just click on the shopping-trolley button next to the parts you need and then follow the on-screen instructions. This is a quick, easy and secure way of getting your order to us as soon as possible. We can also accept orders by fax, post or over the phone by calling our local rate sales line on 0845 458 4558. We try to ensure that all the specifications, prices and availability information are as up-to-date as possible. On orders with multiple items and one item is not in stock, this will hold your order up until all goods are in stock - if you wish for your order to be split then please let us know - this may cause an additional carriage charge. If you have any queries or would like confirmation of anything please do not hesitate to contact us. If stock prices change due to reasons beyond our control, we endeavour to let you know prior to despatch of the items.

Methods of Payment

We accept VISA, Mastercard, Switch, Delta, Electron and most of the minor cards such as Solo. We do not accept Diners Card for mail order. More recently we have taken the decision to stop taking American Express due to significant costs and small usage. Some of the minor cards are acceptable only for personal callers at our counter, and don't work for mail-order. (Web cards from banks such as Cahoot generally require authorisation to happen within one hour of being generated. Please be aware that we sanity check all orders before cards are processed and as such cards are not pre-authorised outside of working hours)

We can also accept payment by cash and cheque or by transfer into our bank. Our bank details are available on request. We have electronic banking and can verify bank payments immediately.

International Payments

In order to improve the buying process from Solwise we are now able to accept bank payments in Euros and Dollars as well as UK pounds. We have negotiated a special rate with our foreign exchange agents and expect that this will represent a much more cost effective route for our customers than using their own banks. Transfers are free, there is no commission charge and the transfer rate should be very competitive.

The way this works is that you place your order as normal. We will provide you with the total cost of the order in pounds. At this point you will access our secure money transfer web page (using the login details we provide)- https://www.solwise-secure.co.uk/intpay.php

Once there, follow the instructions to get the amount due in your chosen currency. You will be emailed a confirmation based on the currency you have chosen. You will then be abe to arrange a transfer with your bank in the currency of your choice. You have 5 banking days to get the money to us, once it arrives with us it will clear the sterling invoice regardless of currency fluctuations in the interim.

Delivery within the UK
Stock permitting we try to despatch your order the same day (Monday - Friday), subject to having the web order by 3:00pm (telephone, email & fax orders by 2:30pm). Cable making orders are processed in our system as a two day service.

Next Working Day Carrier service is arranged through Interlink. Some items are sent Parcel Force, Royal Mail special delivery or Interlink using a 2 day service due to location ie Scottish Highlands & Islands, parts of Cornwall, Isle of Man, Isle of Wight & Northern Ireland. We select the most appropriate carrier depending on size, weight, destination and value. Many small items will go by first class post. Most items, however, do require a signature on delivery. Get your order sent to your work address if you're going to be out! Small items sent by first class post DO NOT require a signature. The InterLink website is www.interlinkexpress.com - from there you will be able to find your local depot and track parcels, tracking numbers are included in your invoice email.

Delivery outside the UK
International delivery can be arranged though most of the international carriers including UPS or DHL as required, we are moving over to ParcelLine for many of our internaltional shipments, their rates are very reasonable - see table below. Please email us with shipping address and goods required for a quotation for delivery. Subject to having your confirmed order by 11.30am, we will endeavour to ship the order the same day. For overseas orders we do not accept credit card payments. We will accept bank transfer (details above).

Credit/Debit Card Surcharges
All Credit Cards and Business Debit cards are surcharged at 1.5%. For Debit-card/Switch orders under £50.00 there is a 1.5% surcharge but not on orders over £50.00.

VAT for BFPO personnel
If you are a member of the serving forces and are stationed out of the country, it may be possible to reclaim VAT with a VAT and Excise Duty Exemption Certificate, form 15 (10) for goods ordered through a BFPO address. These can be obtained from the UK Forces Military Finance Office.

Privacy Policy
All information provided on your order is handled in the strictest confidence. We do not sell any of your information, and the information provided (including ex-directory phone numbers) are only used in conjunction with your order. We do have an opt in news update, if you subscribe to this, please be assured we will not sell or pass on your email address to any third parties.

Warranty
All goods are covered by a 12 month return to base warranty unless otherwise stated.

Associations

Solwise are members of the The Professional Computing Association. Members agree to operate within their Code of Practice, which was originally prepared in 1993 following consultation with such bodies as the Office of Fair Trading and the Trading Standards organisation. It details the minimum levels of service you'll get from a decent supplier and highlights some of the extra benefits you get when you buy from a PCA Member. Members aren't limited to the levels of service outlined in the Code where to go further would result in higher levels of customer satisfaction. The Code has been reviewed from time to time and will continue to be so; a major revision was made in 2005 to cover changes in the law, in market conditions and consumer need. Click on the PCA logo to see the PCA website

WEEE - Waste Electrical and Electronic Equipment

The Waste Electrical and Electronic Equipment Regulations (2006 No. 3289) (WEEE) have been put in place to ensure that products are recycled using best available treatment, recovery and recycling techniques to ensure human health and high environmental protection. When you have finished with a WEEE product, please do not put in your domestic waste bin, as it will not be recycled. Please use one of the following disposal options instead: Recycle: To ensure that your WEEE is recycled in accordance with the regulations, you must ensure that the goods are not put in the bin, but are separately disposed of by taking the WEEE to your local designated collection facility. This would normally be your local civic amenity site (recycling centre). To locate your local site, contact your authority (http://www.recycle-more.co.uk/la/la_detailsla.aspx) or go directly to the listing of approved sites where you'll see they are arranged by county (http://www.valpak.co.uk/dts/page1734.aspx). It is likely that approximately 1000 civic amenity (CA) sites will be upgraded to Designated Collection Facilities (DCFs) where consumers of WEEE from private households can deposit their WEEE. Hand the old equivalent product back to the retailer: Alternatively when you purchase a replacement product, hand the old equivalent product back to the retailer. They should accept it as a requirement under the WEEE Regulations (2006 No. 3289) unless they are a member of the Distributor Take Back Scheme (DTS) The Distributor Take Back Scheme Solwise has joined the Distributor Take Back Scheme (DTS). The DTS is designed to meet the obligations of distributors without the need to offer free in store take back. Instead of offering free in store back, distributors will make a financial contribution to the DTS which will be used to assist in the development of waste electrical and electronic equipment (WEEE) collection facilities throughout the UK. Distributors joining the DTS will have their obligations met for the following three years from July 2007, and therefore Solwise will not be required to offer any form of free take back of WEEE until at least 2010.

Technical Support
Technical Support can be called on 0845 458 5819, their geographic number is 01482 644938 if you prefer. Technical support opening hours are 9.15 am - 5pm Monday to Friday.

Returns Policy
Whether your order is made via the website or by telephone you are covered under the Distance Selling Regulations laid out by the Office of Fair Trading. If you cancel an order and wish to return the goods you must confirm, in writing, to us within 7 working days from the day after that on which the goods are received. You must ensure that reasonable care is taken of the goods and that they are returned to us by some form of insured, signed for carrier at your expense. On receipt of the returned items, they will be checked and tested to determine that reasonable care has been taken and then we shall credit your credit/debit card with the total amount of the original order less the carriage and the credit card surcharge. Your right to cancel is not extended to goods made to your specifications such as custom made cables. If returning items please ensure that they are packed in a secure box or bag to avoid a restocking charge (ie do not just tape up the sales box and put delivery labels on it!)

The Solwise RMA/Returns form must now be completed online in order that you have a valid
RMA number on your returned item - click here to access the form