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Products and Services
Terms and Conditions
1. Website and content
The web site uses 'Cookies' which are passed to the client machine, to
generate required session functionality. In no way, does the use of these
'Cookies' infringe the privacy of the user. They are used ONLY to generate
a unique id for the customer/order/session,
d) Please note : The price advertised on the website is the total price you pay including UK mainland delivery. This total price only applies to debit card/BACS payment methods and includes UK MAINLAND delivery for one item. If you order multiple quantities of items and/or your shipment address is not classed as UK mainland address then additional delivery charges may also apply. If you pay for your order by credit card then additional charges may also apply.
All products displayed on the web site are subject to availability. Where
a product as part of a customer order is not available the customer will
be notified immediately. We will always adhere to ship products as soon
as possible. By placing an order through the website, online or on the
phone/though email/fax, customers legally accept and have fully understood/read
the item description and also have read and fully understood and complied
with our trading terms and conditions. If customers have any query with
our terms and conditions they should contact us PRIOR to placing an order.
Mis-understandings will not be accepted afterwards. Its the customer's
b) Premiergent currently accepts credit/debit cards and cheques
as payment for orders. GOODS are only despatched when payment is cleared
or in the case of credit/debit card orders - the card billing address
has been fully verified,
For security reasons, goods are ONLY despatched to the card holders billing
address - although we may despatch to a different delivery address
at our own discretion. A full customer invoice is sent with the item purchased.
If a customer loses/mis-places the original invoice then a charge of £25
is applicable for a duplicate/copy of the original invoice,
our brand new products carry the standard warranty as displayed on the
e) Where an on-site/collect-return/return-to-base warranty is given with the product, Premiergent accepts no responsibility for any imposed conditions that the manufacturer may request, e.g. payment of carriage for a Return-to-base warranty for instance,
f) All delivery dates are approximate and we deliver on time as stated. However most products are despatched for next working day delivery once the order has been cleared or delivered in the period stated on our website. If the item has not been delivered within the stated delivery time then its the customers responsibility legally to inform us immediately, within 24 hours since expecting the goods to be delivered. Unfortunately after this 24 hour period the courier has no liability for lost goods in transit claims,
deliveries are sent insured against loss and damage in transit,
goods remain the property of Premiergent until fully paid for. Where an
advanced replacement is dispatched then its the customers responsibilty
and in legal terms they are liable for the cost of the replacement product,
if we do not receive the faulty item back (with all its shipped accessories/software).
Any software disks must be opened and unlicensed. Where the security seal
of the software has been broken then the customer is fully liable in terms
of the cost of the software.
will endeavour to replace goods damaged in transit as soon as possible
- although this is dependant on the customer returning the damaged goods
in original condition as soon as possible. We will endeavour on our own
and customers behalf to resolve courier compensation claims as fast as
possible. The customer may be responsible for the return of the damaged/faulty
goods which will be tested before a replacement is issued.
the customer installs a third party accessory/consumable/upgrade/replacement
part NOT bought directly from us whilst the item is still under warranty
with us and then this damages the laptop/PC, our warranty is invalidated
and we may choose to offer a repair at cost to the customer. Any problem
must be reported to us at first instance and if a replacement part is
needed WE MUST only supply it,
Software, in terms of operating system installed / other software installed. if it becomes currupt / fails to operate is not covered by our standard warranty that applies to hardware only(excluding battery, unless otherwise stated) of the laptop or PC system. If this happens then we can re-install software but at buyers return delivery cost plus the cost of labour involved.
Items must be returned back to us for warranty repair/warranty validation in the ORIGINAL packaging as received from us. We cannot be held liable for any damages/insured loss. Our courier who will return the goods after warranty repair/warranty validation to the customer IF the original packaging is not used cannot be held liable nor we, if the item is damaged on the return due to inadaquate packaging. Thats we stress customers must return goods in original packaging/box as received.
A VALID returns authorisation number must be obtained for any goods that are sent back to us. Failure to do so will invalidate the return and no refund will be issued in any instance whether we sign for the goods or not. Its the customers responsibility to obtain a valid returns authorisation number before sending any goods back. We cannot be held responsible for goods that are sent back to us without any written pre-authorised returns number. Returns goods that do not have any returns authorisation and returns number will be disposed off as we see fit. If this happens then the customer has no legal avenue with us to claim back any monies due and no refund will be issued.
will invalidate any warranty at our sole discretion on a purchased product
if the customer presents the item to any other repair company/person whether
qualifed or not for repair or fault diagnosis. Customers must notify us
immediately under any claim on warranty. If If the product is opened in
Once a RMA (Returns Authorisation), or by direct email is issued then the customer MUST return the goods for repair in the stated warranty period AND WITHIN 7 days of receiving the RMA or return for warranty repair request. Failure to do so will invalidate the warranty and we have no obligation to repair the item under warranty. If the customer states that they did not receive any RMA request or direct email from us then its upto them to enquiry with regards to the RMA issue if required, within 5 days of the initial warranty request enquiry by them.
Any installation of a replacement OS installed by the user not supplied/or installed by us originally on the new/refurbished custom PC or custom laptop/laptop that subsquently causes hardware failure will invalidate the warranty we supply on the item. The user installs any software/OS at entirley their own risk and we have no liability of any resulting damage to the hardware this causes.
Refurbished laptops :- Our refurbished laptops come with a standard 6 months warranty. This warranty excludes the battery as this is classed as a consumable. New batteries are available on request. Its the customer responsibility to make sure that the specification of the refurbished laptop/new laptop/refurbished PC system/new PC system they purchase from us matches the minimum specification/application of software they intend to use on the equipment. We cannot be held liable if the item does not support the specification/application and thus no returns allowed on this basis.
On refurbished laptops : Sometimes there may be pressure marks on the screen/missing pixels and other cosmetic issues, including slight cracks in plastic housing, etc . This in no way effects the functionality of the item and thus is not covered under the warranty we give with the item. Batteries on refurbished laptops are not not warrantied, as they are classed as a consumable item, they may hold a charge or not. If you want new battery life then we do supply new replacement laptop batteries on request.
Any warranty is invalidated if goods are mis-used in anyway against the nature of there design, exposed to moisture (this means condensation built-up inside the item causing a fault), dropped/damaged by the user, upgraded in anyway, another operating system installed, not the original one supplied as delivered, opened up, tamered with in anyway, etc. If this is the case then a repair can be arranged at customers cost. Customer is responsible for the return cost/re-delivery of the goods.
i) Goods remain the property of Premiergent until payment is made in full and are sold subject to our terms and conditions. Any deposit taken, as to the nature of what a deposit is, e.g. customers intention to complete the agreed purchase in the specified time frame, is non refundable. So therefore any deposit taken if a customer chooses after, not go ahead with the final complete purchase for any reason is NON-REFUNDABLE. If a customer enters into a instalment plan where goods are to be paid for in agreed instalments before delivery is made of the goods then they must complete the instalment plan in the specified agreed timeframe. If for any reason the customer then decides not to go ahead with the purchase then any previous instalments paid plus any deposit paid are non-refundable. WE may charge a fixed finance charge on any instalment plan offered, paid on top of any instalment due but the complete price will be the total quoted for the plan.
If for any reason the customer is not satisfied with their new/refurbished
product they may cancel and return the product within 7 days of receiving
it under the Distance Selling Act. The return delivery cost incurred,
is payable by the customer. Goods must be sent insured to the purchase
value. Goods must be returned with unopened, unconfigured, undamaged original
packaging with all accessories/CDs/Manuals, in fully re-saleable condition,
as new or the condition they were received in.
Any return/refund will be INVALID if any third party has inspected/tampered with or opened the PC/laptop. ALL faults must be reported to us immediately and only WE can deal with them as its under our warranty. Our obligation legally has ended if this occurs. No refund will be made. If this is the case then the customer must arrange collecton of the goods as soon as possible or pay a return shipping charge. Goods will be disposed off if the customer fails to arrange re-delivery within 7 days of us receiving the item back.
be sent back to us fully insured to their sale purchase value,
If the return
is sent back and the goods or part of/accessories are missing/damaged
or the item is received not in the original working condition sent out,
then no refund will be due. Its the customers responsibility to ensure
all goods are packaged in the box as they received them in an undamaged
condition including the packaging before sending them back. Please note
we fully test goods before sending them out anyway,
IF a specific
refurbished item is deemed faulty by the customer in anyway from delivery,
customers must report the fault within 7 days on receipt of delivery.
Failure to do so may invalidate any future or standard warranty on the
item as is,
Continued DISPUTE process
We are a honourable and honest company. We will try and resolve any issue in a timely manner. We try and act on the best interests for both us and the customer in all cases. When a customer keeps disputing what we say and then makes illegal demands or totally unfounded and invalid refund requests, where none of the situation is our fault, where we have to take out our time to defend such a action/send response emails or take legal advise when the specific issue is not our fault legally or otherwise then we reserve the full right to charge a admin fee of £305.45, if the customer then threatens us with legal action in lieu of starting court proceedings. We may also charge the customer our own defence legal costs as is, admin fees, preparing of evidence to defend the court action started by the customer, etc. The £305.45 initial admin fee covers our legal costs in defending any unfounded claim the customer may make by email/or taking legal advise. We do not have to justify this charge any further. The customer authorises us to charge this amount to their original payment method by reading these terms and conditions as they are lawfully instructed, before purchasing from us or any company. If the customer then disputes this transaction with their card company and claims they did not authorise it, we will send a written copy of our terms and conditions, which was the customers responsibility to read and understand before purchasing from us, to the card company. If we have to defend a chargeback request from the card company then we may make an additional admin charge of £100 + any other admin costs that may arise. We do not take this action lightly but customers must understand that we cannot be held liable if they choose to commence a chain of events that leads to hardware failure and then try and claim a refund and blame us for the fault/or still instigate any legal court proceedings. They do so at their own risk. Before this situation arises we will make every effort to reach a comprimise or solution with the customer but if the customer persists in disputing our own honourable responses to their specific issue then we will charge the fee of £305.45 to defend unfounded, illegal requests by the customer including refund requests where in law a refund is not due to the customer making the situation arise in the first place, e.g. where a customer installs their own replacement operating system and then when the hardware fails, then try and put the blame on us when in law its not our liability at all. Another situation is where a customer installs his/her own upgrade then when the hardware fails, trys and then blames us for the subsquent hardware fault. If the customer does not accept liability in any of the above cases and we have have to continuly defend our legal non-liable position then the charge of £305.45 will be applied to cover admin fees/legal advise fees, etc. We may also recover our FULL LEGAL defence costs, admin costs, travel costs, hotel accomadation costs, etc if we need to be represented/represent ourselves in any court action instigated by the customer. We also reserve the right to keep all email correspondance relating to the issue and pass on such email evidence to our legal representative.
The Sale of Goods Act : WE will supply all hardware , fit for purpose, fully tested and ready to be used. If the customer changes any configuaration of the original set-up, e.g. upgrades/replaces operating system, upgrades the laptop/PC, dismantles any part of the hardware etc, then they have no legal right to claim for a refund in lieu of this Sale of Goods Act.
If a customer
tries and defrauds us to get a illegal refund, e.g. claims a laptop/PC/hardware
item is faulty/not fit for purpose, when it is not, then an additional
charge of £250 admin fee will be made in our Continued Dispute Process.
may charge a re-stocking fee of 15% plus any other incurred costs in preparation
of the initial order including labour
used in the preparation of a customers order, e.g where an operating system
has been installed,
PC or Laptop orders are not including in our 7 day satisfaction or refund
guarantee, as these are classed as non-retail products and the fact they
have been specifically custom built for the customer. Although we will
always try our very best to resolve any customer issues in a fair and
concise manner. If the product is deemed to be faulty then of course we
will replace or repair it within the stated warranty period.
For customer cancellations. IF a customer cancels an order before its been delivered, then if any work has been carried out to forfill the order ready for dispatch for the specific customer order, for example, installation of an operating system, testing prior to dispatch, etc, then we may apply a cancellation charge, to recover the labour/costs involved. If special parts have been ordered to forfil a customers order then these costs will also be charged to the customer. These costs will be taken off any refund due. Also a restocking charge of 15% may be applicable in certain circumstances.
specific parts/components ordered to upgrade PC and laptops.
k) Although we try our very best to make sure exisiting customers hardware/software is compatible with the systems/software/hardware/laptops we supply , its legally the responsibility of the buyer to make sure for certain that there own specific software/hardware set-up is 100% compatible with the systems/laptops we supply to them. We cannot be held responsible for any incompatibility issues after purchase. Any specific queries can be raised before submitting any order though and we will always help customers to gain a satisfactory outcome.
l) We do not warranty the battery on any refurbished laptop we sell in any way. This is due to the fact the battery is classed as a consumable in a refurbished laptop.
m) Where a warranty is deemed as VOID or INVALID, under our warranty period due to product mis-use, damage, visable damage or any unauthorised attempted repair and signs of product being tampered with or attempted repair prior to sending the item back to us, an admin charge of £45 + return shipping cost + VAT will be liable and the warranty will be invalidated in FULL. The Customer MUST not attempt to repair the item, UPGRADE the item, add any new upgrade component(inc. memory, hard-drive and all other upgrades etc) or have a ANY third party (even if its a computer repair shop/computer EXPERT) attempt or diagnose to repair the fault or UPGRADE(inc memory, hard-drive and all other upgrades)the unit, as this will legally invalidate our warranty with NO LEGAL LIABILITY on us. If an upgrade caused the item to become faulty then the warranty in full will be invalidated and the customer will have to pay a £100 ADMIN FEE + £25 return shipping cost + VAT. In any case, if this is the case we may offer the customer a repair at their own cost but this is only offered on a discretion basis. When a product fault is discovered by the customer, we must be notified immediately and no-one else MUST attempt to repair/diagnose the fault, as this will also invalidate our warranty. Any unauthorised UPGRADES in the stated warranty period not carried out by us, on any new/refurbished laptop/PC system WILL INVALIDATE our warranty in full! IF the customer wishes to upgrade in the warranty period on any new/refurbished laptop/PC we supplied them, then any upgrade including upgrade component supply MUST be carried out by US in full and the customer MAY NOT use their own/purchased components from elsewhere/third party AS THIS WILL INVALIDATE the warranty with us. Any damage to the item when a upgrade has been supplied and fitted by the customer/third party and NOT BY US will legally invalidate the warranty in FULL.
include a full printed invoice within the packaging when your purchased
item is sent. IF a duplicate invoice is requested, if the original has
been lost by the customer then an admin fee of £25 is applicable.
to us, may be monitored/recorded for fraud prevention and security purposes.
you have any queries regarding our terms and conditions of trade-
b) All complaints received are confidential and we aim to resolve and reach a satisfactory outcome for both parties within 5 working days,
c) The customer will be kept fully informed throughout the complaint processing period,
d) Premiergent monitors our defined complaints procedure and any element of service and aims to make improvements as required.