Reseller Terms & Conditions

Updated – 15 November 2017

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 regard 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 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.

  • Surcharges for Credit and Debit card usage: The way that merchant fees for credit and debit card processing are calculated has changed. In particular the fee for most debit card transactions is now charged at a percentage rate rather than the former flat rate (18p). 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. The current surcharge rates for all card types are shown below.


Mastercard %

Visa %

Personal Debit



Personal Credit



Business debit



Business credit

Non-EU (add)



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. The chart above is just an overview, check the shopping cart before you click submit.

  • 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.

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.

Next Working Day Carrier service is arranged through DPD Local (Interlink) and ParcelForce. Some items are sent Parcel Force, 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 (Interlink) website is - 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 (Interlink) 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 – we can arrange a carrier for you. Our standard carriers are TNT and DPD/ParceLine with ParcelForce as a back-up for countries not covered by TNT or 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.

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 called on 01482 644938. 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.

Solwise Fulfilment service

Solwise ‘No Paperwork’ option
When you select the ‘no Solwise paperwork’ option for your order we will not include the Solwise delivery note with your package. You can upload your own delivery note, in PDF format, when making a web-order or forward a copy to  Delivery notes included with web-orders are automatically printed with our despatch notes, if you email the delivery note we will endeavour to unite this with your package manually.  Either way, our paperwork will be retained.

How hidden is Solwise from your customer?
Our intention is that the end customer will assume that the package has been shipped by you, but for various reasons, it is not possible for us to hide completely. We need to provide a return address on the outside of all parcels.  Usually this is on the carrier label.  Where possible we have removed our name, but the address will remain. Tracked services, e.g. DPD Local, Parcelforce, TNT etc. may reveal our identity if the customer enters the tracking number on the carriers website.

If you are providing a despatch document you should consider modifying the layout so that a return address is visible underneath the delivery name and address when the document has been folded to fit into a plain A7 ‘documents-enclosed’ window-label.  If you choose this option we would strongly advise that you use OUR address but your own business name.  This is the best option for the rare occasion when deliveries go wrong and saves you having to handle returned items yourself.

If it is vital that your customer does not know who we are then we recommend that you have the product shipped to yourself for further handling.  As discussed above there are a number of ways that an end user can find out who shipped a parcel and despite our best efforts, there may be others that are not covered here

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.