Updated – 2 February 2012

Resellers:
In response to the information you provided on your reseller application form we have determined that you are a ‘Trade’ customer. This means that:

1. You will get advantageous pricing.
2. You will be responsible for determining ‘fitness-for-purpose’ on behalf of the end user and deciding whether any advice we offer in this regards is accurate and applicable.
3. Consumer Protection law will not apply to your purchases from us.
4. You will be responsible for providing first line technical support to your end users.
5. As a result of continuing development the specification or design of goods may vary.
6. Goods are not sold on a trial basis except by prior written contract.

Online services & Orders:
We prefer orders to be placed via the website as telephone orders leave no trail. All web orders are stored electronically, so specific instructions relating to your order can be mentioned this in the comments section of the web order. Mistakes can happen if orders are made over the phone (we are only human!), and are much less likely on electronic orders.

Antenna cable connectors - these are available for resellers in packs of 10, if ordered individually they will be charged at retail price.

If you would like a full price list you can download this from the online reseller area as a CSV file. 

Invoices:
Invoices are sent out to your specified email address along with your order tracking information; if you wish to change this please let us know. We can post if you prefer. If you use the Solwise Online Trade area, you can view old invoices here.

Payments & Surcharges:
The provision of a reseller account does not imply that we are providing credit facilities; payment is required before goods are despatched.

• Personal Debit Cards

Personal Debit cards do incur a charge of 16p - 18p to us but we will waive this on all debit card orders.

• Business Debit Cards

Business Debit cards however incur the 16p charge plus a 0.7% surcharge; we will only pass on the 0.7% surcharge for business debit card users.

• Credit Cards

Credit cards, depending on type, incur a range of charges so it is difficult to detail it here. All online orders will show you the surcharge once you have entered the card number into the checkout. If your card is a stored card in our system the checkout will detail the surcharge relevant to that card. 

• Paypal

The surchage charged by Paypal is currently 2.4%

As we operate fairly low margins we feel it is fair to charge people for the payment method that they choose, the alternative would be to increase our prices across the board and then everyone would pay.  With our shopping trolley system you are able to choose Bank transfer as an alternative to cards and if your bank operate the faster payment system we should see payments in our bank almost immediately, this way there is no charge either.

You may also have noticed we have introduced 3d secured processing on cards via our online shopping system, this is an excellent system for protecting your card details and we would encourage all customers to place their orders online.

We will accept most major credit/debit cards, cheques, postal orders, Paypal and Bank Transfers.

Solwise Ltd reserves the right to change prices. All goods are subject to availability. If we do not supply the goods we will refund any money already paid. We will not be liable for compensation or damages if we do not supply the goods. Goods are charged to the credit/debit card on despatch if telephone, fax or email orders or at time of order via the 3d secure system for weborders.

The price for the goods will be stipulated at the time when you place your order. We are entitled to make adjustments to the price to take account of any increase in our supplier’s price or if due to an error or omission the price published for the goods on our website is incorrect. We will inform you of the correct price and give you the option to cancel your order.

All goods supplied remain the property of Solwise Ltd until payment has been received in full.

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

No guarantees are given for next day delivery. However, our mission is to achieve this where possible.

Next Working Day Carrier service is arranged through Interlink and ParcelForce. Some items are sent Parcel Force, Royal Mail special delivery or Interlink using a 2 day service due to location i.e. 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 require a signature on delivery. The Interlink website is www.interlinkexpress.com - from there you will be able to find your local depot and track parcels, tracking numbers are detailed in the Solwise online trade area, and in your invoice email, with a link to the carriers tracking site.

Interlink Deliveries - If the addressee is not available on the first day of attempted delivery then Interlink will leave a card. They will then try again the next day. If there is not response on the second day they will hold the item at their depot for 7 days. If you get in touch with Interlink they will do a third delivery. If no one gets in touch within the 7 day holding period the item will be returned to Solwise. Once returned to us we can resend the item to you at the standard delivery charge or credit back to your account less the original delivery charge and less any router configuration charge.

Royal Mail deliveries – if a non trackable service is required we cannot accept liability for delays or lost goods.
Transit Damage –If you specify a carriage type with insurance which varies from our usual choice then our liability will be limited to the carriers compensation policy, for example First Class post insurance value is approximately £19.00.

Overseas orders – we can arrange a carrier for you. Our standard carrier is DPD/ParceLine with ParcelForce as a back-up for countries not covered by DPD/ParceLine. If you have an account with a Carrier we are happy to get orders ready for your carrier, though you must instruct them to collect.

Ideally we would like a telephone number for the delivery address in order that Carriers can contact direct if directions are required. If a telephone number is not provided we will provide your main landline number to our carrier.

We require an email address for all orders to inform you that goods have been dispatched. This will enable you notify us of any non-deliveries within our 3 working days, of the expected delivery date, deadline.

Any shortages or damage to your order must be reported to us within 7 days of despatch.

Warranty
All goods are covered by a 12 month return to base warranty unless otherwise stated. It is entirely up to you as the reseller to determine if an item is fit for the purpose that your customer requires. Our liability under this warranty is limited to the value of the goods and does not extend to any consequential loss, however incurred. The return to base warranty includes return shipping back to a UK address only.

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. We expect resellers to act as first line technical support for their customers.

Returns Policy
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 their original packaging, manuals CDs, accessories etc 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 (ie do not just tape up the presentation box and put delivery labels on it!). We reserve the right to apply a restocking charge for items returned in an un-saleable condition. Note this applies to packaging, manuals, CDs and accessories etc as well as the listed product.
You will need to complete our RMA/Returns form for items coming back to us regardless of whether they are faulty or just not required.
https://www.solwise-secure.co.uk/rmaform.php

These terms and conditions are subject to change from time to time are subject to English Law and may be applied in whole or part.