Reseller Terms & Conditions

Updated – 31.08.2022
 
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 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.
 
Price List
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.
 
Payment for goods:
The provision of a reseller account does not imply that we are providing credit facilities; payment is required before goods are despatched unless we have arranged an individual agreement with you. 
 
Surcharges for Credit and Debit card usage: The way merchant fees for credit and debit card processing are calculated has changed. Here at Solwise we always try to separate the cost of payment processing from the prices of our products, listing a surcharge on each invoice where applicable. This means that we can keep our prices as low as possible whilst providing the widest range of payment methods for our customers.  Also, prices are not inflated for everyone to fund the few who collect Air-Miles or reward points. Example surcharge rates for card types are shown below.
 
UK Visa personal Debit = 0%
UK Visa personal Credit = 0%
UK Mastercard Business Credit = 2.05%
UK Mastercard Business Debit = 0.7%
UK Visa Business Credit = 2.0%
US Mastercard Business Credit = 3.2%
 
If you are not sure what type of card you have, then the checkout on our web site can look it up for you.  The cost of the payment surcharge will be listed just before you click submit.  

For payment of historical invoices by credit/debit card please login to your Solwise account, online, to process the payment. A card surcharge may be charged for business debit/credit cards but will not for personal debit/credit cards. Please note, however, that we still incur a charge for all cards so would prefer for you to make a BACs payment.  We do not accept card payments over the phone for historical invoices as these transactions are not secure and we incur a higher charge to process them.

International Payments
We are 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 and select International
Payment as the payment method, choose Euros or Dollars and just follow the instructions!

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.

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

We will accept most major credit/debit cards, cheques, postal orders 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. 

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 DPD Local. Some items are sent Royal Mail special delivery or DPD Local (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 DPD Local website is www.dpdlocal.co.uk - 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.

DPD Local Deliveries - If the addressee is not available on the first day of attempted delivery then DPD Local 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 DPD Local 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 – Our standard carrier is DPD with UPS and TNT as a backup. When ordering through the website you are able to select the carrier of your choice.  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. There is a collection option in the web ordering system.

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. 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. The warranty period starts from the date of your invoice however we will endeavour to do our best to resolve any issues after the warranty has expired to the best of our ability.

Technical Support
Technical Support can be reached on 01482 672872 / support@solwise.co.uk.
Technical support opening hours are 9 am - 4:30 pm 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 you with the total amount of the original order less the carriage and any payment surcharges. 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.co.uk/rma

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 not make sales calls. See our GDPR Privacy Information on our website here: https://www.solwise.co.uk/gdpr

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.