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Buying from Solwise is easy
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!'.
We reuse packaging wherever possible. We try to do 'our bit' for the environment by resuing boxes, shredding old paperwork and emailing invoices rather than printing and posting.
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 email or over the phone by calling 01482 672872. 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
Payment is required before goods are despatched unless otherwise agreed.
Payment is required before goods are despatched unless otherwise agreed. We will accept most major credit/debit cards, and Bank Transfers. We can also now accept credit and debit cards from European customers via our website.
With changes to the surcharge law we have taken the decision to remove the Paypal payment option due to the high processing charges.
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 and Bank Transfers.
We can accept credit and debit cards from European customers via our website.
Shipping
Stock permitting, we try to despatch your order the same day (Monday - Friday), subject to receiving orders by 3:00pm.
For orders £35 and above, including VAT, Supersaver delivery is included in the total cost of your order. This is for UK postcodes only. Super saver postage is the basic/cheapest method and as such can take up to 5 days for delivery. If you require a faster method, you are able to upgrade to a faster service for an additional cost.
Next Working Day Carrier service is arranged through Fedex or DPD Local. Some items are sent by Royal Mail special delivery or DPD Local 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.
For larger pallet orders, we use Neill and Brown - contact us for details or process through on our website. We will need to know if you have a forklift on site so that we can select the correct service for you.
Royal Mail deliveries – if a non-trackable service is selected we cannot accept liability for delays. Claims for late delivery cannot be made until after 15 days from date of posting.
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 £41.00.
Overseas orders – We use a third party for overseas orders, once your order arrives, we will endeavour to selected the most cost-effective and fastest service for you. 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.
Customs Charges and Sales taxes - Orders to countries outside of the UK may incur a customs surcharge or be subject to a local sales tax, Solwise will take no responsibility for import duties on your order, please check before ordering.
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 to notify us of any non-deliveries within the expected delivery date, or deadline.
Any shortages or damage to your order must be reported to us within 7 days of despatch.
Delivery Charges
Delivery Charges are calculated on weight and destination. If you add the items you require to the shopping trolley you can see the delivery options instantly.
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.
Read more about Our Site, Privacy and Cookies
Testimonials
See what our customers have to say about us - click here
Warranty
All goods are covered by a 12 month return to base warranty unless otherwise stated. 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. Warranty replacement items will have a 3 month warranty or the balance of the warranty on the original item, whichever is the longer. We reserve the right to substitute warranty items with a product of similar or better specification.
WEEE - Waste Electrical and Electronic Equipment
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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.
The Distributor Take Back Scheme 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 31st December 2012. |
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Technical Support
Technical Support can be called on 01482 644938. Technical support opening hours are 8:30 am - 4 pm Monday to Friday.
Returns Policy
Whether your order is made via the website or by telephone you are covered under the
Consumer Contracts Regulations which implement the Consumer Rights Directive in UK law which came into effect 13th June 2014. This regulation replaces the Distance Selling Regulations. You are also covered by the Consumer Rights Act 2015 which replaces The Sale Of Goods Act, Unfair Terms in Consumer Contracts Regulations and the Supply of Goods and Services Act.
If you cancel an order and wish to return the goods you must confirm, in writing, to us within 14 days from receipt that the goods are received. If your order is split this notification must be made within 14 days from receipt of the last item in your order. (The notification to us can be made by email - support@solwise.co.uk)
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. Please ensure goods are wrapped to avoid a restocking charge.
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 you with the amount paid for the goods. If a priority shipping method was selected at the time of order you will not be refunded for this.
Your right to cancel is not extended to goods made to your specifications, such as custom-made cables, or to special ad hoc orders made with our suppliers. 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 unsaleable condition. Note this applies to packaging, manuals, CDs and accessories etc as well as the listed product.
If you are a reseller that is not logged in - you agree that you are covered by the reseller T&Cs as laid out in our Reseller Agreement.
The Solwise RMA/Returns form must be completed online so that you have a validRMA number on your returned item - click here to access the form