Terms and Conditions

1. Website and content

a) 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,

b) Errors and omissions accepted. Product images used are for illustrative purposes only,

c) All Trademarks fully acknowledged.

2. General

a) 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.

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,

Premiergent may request to see further proof of user status and address in the form for example of a recent utility bill to verify the card holders name and address, before despaching the order. This action is to protect the genuine card-holder and ourselves against fraud,

c) 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,

d) All products carry the standard manufacturers or our own warranty. This warranty does not apply to defects resulting from improper or inadequate installation, use or maintenance; actions or modifications by unauthorised third parties or the customer or accidental or wilful damage. Warranties are accepted and given under the manufacturers standard conditions and terms of product use. Customer must keep all original packaging - undamaged. Customers MUST keep all original packaging and documentation/accessories/software disks - as these must be sent back with the goods under warranty repair,

Premiergent accepts no liability for the acceptance of warranty repair by the original product manufacturer. As a reseller - Premiergent accepts no liability in view of imposed manufacturers terms and conditions on warranties,

We supply brand new, refurbished and OPEN BOX as new condition products. Where an item is sold thats OPEN BOX, as new condition, the product may of been returned back to the original supplier within 7 days of original purchase. Although the item may of been repaired previously by the manufacturer, classed as a DOA (Dead on Arrival), its still classed as in new condition, fully working as new and the customer can expect to pay much less for the product in this case. We cannot be held responsible if the original manufacturer may choose to shorten the length of the warranty and besides in this case the warranty period is displayed on the sales invoice anyhow to avoid misunderstandings. We cannot accept any liability or misunderstandings by customers in this case.

All our brand new products carry the standard warranty as displayed on the website.

Product warranties can also be extended through Premiergent at a optional cost,

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,

g) All deliveries are sent insured against loss and damage in transit,

If the package(s) appear to be damaged or the security seals are broken,
then the customer should REJECT the goods upon delivery immediately and notify Premiergent,

ALL 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.

Please note : We advise customers to sign for goods 'unchecked' when delivery is made. If there is any external damage to the packaging or the packaging has been tampered with, the customer should refuse delivery immediatley. If on internal inspection the goods are damaged then you MUST inform us within 24 hours of delivery. Failure to do so may result in the courier not paying out the claim under their insurance conditions. If this is the case then Premiergent is NOT legally responsible for the goods or replacing them.
No refund will be made on this occurance

Premiergent 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.

Upon receipt of the damaged goods - the claim by the customer will be investigated by Premiergent and the courier company concerned,

On the completion of the investigation, If the courier company concerned fails to accept liability for the damaged goods, then the liability will be placed on the customer and Premiergent will not issue any refund in lieu of compensation for damaged goods. In the case of where an advance replacement has been authorised prior to claim outcome investigation, the customer will be held liable for the total cost of the damaged goods. Responsibility for any action taken against the courier if this case arises, is the sole responsibility of the customer.

Please note : On delivery of goods the courier will ask for 'received in good condition' signature from the customer. The customer should always sign for goods, 'unchecked'. If the package appears to be damaged or tampered with then the customer should reject the goods immediatley,

Please note : All goods are verified and fully tested before being despatched to the customer. Any damage/defect must be reported within 24 hours of the product delivery. The case will be then fully investigated.

If it is deemed the customer has damaged the goods by mis-use, unauthorised maintenance or exposure to a high level of external physical force then the liability will be with the customer,

h) Returns procedure - In the event where goods need to be returned under our warranty for repair, they must be packed in the original undamaged packaging. Customers MUST keep all original packaging and documentation/accessories/software disks - as these must be sent back with the goods under warranty repair, and the packaging clearly marked with the name/address of the sender. Customers are responsible for keeping their original sales invoice with the sales order number. In order to process a warranty claim we need the original sales invoice or order number. Warranty claims are invalid if customers can't produce their original sales invoice with the sales order number. Customers must keep their original sales invoice as its the
ONLY proof of purchase, we can accept in case of a warranty claim.

The stated warranty period is displayed on the original sales invoice. Customers who need to query anything about warranty/warranty period/item condition, must do it within 7 days of when delivery is made of the item. We cannot be held responsible for customers own misunderstandings in these circumstances.

If customers have any enquiry relating to their specific order when its been delivered whether it be the warranty period, specification of the item, etc, its their responsibility to let us know within 7 days of the product been delivered. We cannot accept any liability for customer misunderstandings outside this
7-day period. We always try to provide full item descriptions for all our products on our website and if customers need to query anything further about the item in question, they should contact us prior to placing and taking delivery of the order.

Above all its the customers responsilbilty to make sure that any item purchased from us is fully compatible with their exisiting hardware/software and specific needs/application.

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. 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.

i) Goods remain the property of Premiergent until payment is made in full and are sold subject to our terms and conditions,

j) If for any reason the customer is not satisfied with their new 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.

It is the customers responsibility to make sure PC components or any other upgrades are compatible with their system before ordering. If the customer is in any doubt with regards to system compatibility of upgrades/components then they should contact us prior to ordering - we offer full technical support.

If the customer reports an item to be faulty or damaged (and uses this as a basis of returning goods within 7 days of receiving it) - which is proved then on inspection not to be correct - then a re-stocking fee of 15% may be charged but this depends on the specific circumstances.

Its the responsibility of the customer to verify by contacting us, that the item was returned successfully to us, once they have sent it back using their own
courier. This is due to the fact the customer has elected there own courier/delivery service to send the goods back and any insurance conditions for transit/loss is their own responsibility and liability.

If the return is sent back and the goods or part of/accessories are missing 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.

All refunds will be made within 30-days of receiving the product back as stated by law. Please note that the product must be packaged as it arrived complete, unopended , with all documentation/packaging and complete with all accessories and any FREE bundles software/accessories. This 7 day money back guarantee does not apply to software products once they are opened and the original seals broken,

Cancellation of Order : Other processing charges specific to the sale order
may also apply.

The 7 day satisfaction or return policy only applies to new retail products and does not apply to custom laptop or PC system builds, special customer parts orders or refurbished laptops/PC systems, we sell and supply.

We regret for custom laptop or PC system build orders, a re-stocking charge of 15% of the total order value is mandatory and will be applied before any refund is made, in case of customer cancellation of order before delivery is made.

This is due to the specialist nature of the custom PC or laptop product as its a non-retail product and the fact the item has been specifically assembled for the customers own individual order.

Custom 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 special customer orders where a product/upgrade/component/part/accessory, etc has been specially ordered and has to be specifically shipped in, to complete the customers order -
a refund cannot be made, if the customer decides to cancel the order before delivery is made or on delivery receipt of the item decide to return the product, as we regret, we cannot ourselves send any special order items back to our own suppliers here and overseas. If the specially ordered product is deemed to be faulty, we will of course will replace it.

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 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 £25 + return shipping cost + VAT will be liable. The Customer MUST not attempt to repair the item or have a third party (even if its a computer repair shop) attempt or diagnose to repair the fault, as this will legally invalidate our warranty. 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.

Customers must also replace any consumable items with the direct genuine manufacturer's replacement and not any other third party/clone manufactured product, as this may lead to damage to their product and thus invalidating
our own warranty.


We believe these terms and conditions are fair and they protect our business
as well as the customer's rights,

Its the customers responsibility to read our terms and conditions, fully understand and accept them before deciding to purchase from us.

By agreeing to purchase their item from Premiergent, the customer fully understands and accepts our terms and conditions of sale as stated here.

Calls to us, may be monitored/recorded for fraud prevention and security purposes.

Our terms and conditions have been fully validated by independant authorities and comply fully with the law of England and Wales,

If you have any queries regarding our terms and conditions of trade-
please don't hesitate to contact us BEFORE placing your order.

The statutory rights of the customer are not affected.

3. Complaints Procedure

Any customer complaints should be addressed to complaints@premiergent.co.uk

When we receive a customer complaint regarding products/customer service we adhere to the following strict guidelines :

a) All complaints received are acknowledged via email or preferred customer contact method,

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.

Our complete Correspondance/Trading Address :

Premiergent Hi-Tech
20 Debruse Avenue
Yarm
CLEVELAND
TS15 9QL
United Kingdom