Technical Support, Warranty and Returns Policy

1. Direct Manufacturer Technical Support. Some manufacturers are happy to provide direct technical support and returns processing within 28 days of purchase. This is often the best solution for the customer with the highest standards of technical support, latest information and fastest returns processing. Please see the table below marked "Under 28 Day Support". Any support offered by manufacturers does not affect your statutory rights.
2. Customoid Technical Support. We are happy to provide free technical support to all Customoid customers who require help or advice regarding products purchased from Customoid. To obtain Technical Support please make use of our Webnote system in our Help Zone section. Alternatively please use our RMA request system via your order history. For more information on how to do this please see our FAQ (frequently asked questions) section in our Help Zone.
   
3. Under the Distance Selling Regulations (2000) you have the right to cancel the contract relating to your order at any time up to the end of 7 working days after the goods are delivered. To exercise your right of cancellation, you must give written notice to Customoid by letter, fax or RMA WebNote giving details of the goods ordered and date received. Notification by phone is not acceptable. If you exercise your right of cancellation under the Distance Selling Regulations (2000) after the goods have been delivered to you, you will be responsible for returning the goods to Customoid at your own cost. The Distance Selling Regulations (2000) places a duty on you to take reasonable care of the goods once you have exercised your right to cancel. Returned items must be packaged properly and shipped in a plain outer box. Please try to include all internal packaging, cables, manuals, drivers and protective bags, however small. Customoid will refund you within 30 days for any sum that has been paid by you or debited from your credit or debit card for the goods. If after exercising your right under the Distance Selling Regulations (2000) you do not return the goods as required, Customoid may charge you a sum not exceeding the direct costs of recovering the goods. When exercising your right to cancel under the Distance Selling Regulations (2000) please return goods to Customoid, 26 Whinyates Road, Eltham, SE9 6NN
   
4. Exceptions to Distance Selling Regulations (2000) - You do not have the right to cancel the contract under the Distance Selling Act if you have collected goods or if the order is for computer software which has been unsealed, or if you are not a consumer i.e. a company, partnership, sole trader or any other commercial body or registered charity.
5. If returning goods to Customoid for reasons other than your right to cancel under the Distance Selling Regulations (2000) further conditions apply. For further details please see "In all Cases Where Support and/or Returns Service is Provided by Customoid" below.

          After 28 Days of Purchase Date

1. Direct Manufacturer Technical Support. Although Customoid is happy to provide support after 28 days, many manufacturers or their appointed agents offer a direct service. This is often the best solution for the customer with the highest standards of technical support, latest information and fastest returns processing. Please see the table below marked "Over 28 Day Support".
2. Exceptions. For manufacturers who do not provide a direct service Customoid will provide Technical Support and Returns service for up to 1 year from date of purchase. In certain circumstances we may provide support for products over 12 months old. To obtain Technical Support please make use of our Webnote system in our Help Zone section. Alternatively please use our RMA request system via your order history. For more information on how to do this please see our FAQ (frequently asked questions) section in our Help Zone.   
3. If returning goods to Customoid further conditions apply. Please see - In all Cases Where Support and/or Returns Service is Provided by Customoid.
4. When returning goods, other than under the Distance Selling Regulations, for repair or replacement, please retain all ancillary inclusions e.g. manuals, cables, discs as replacement products are generally in brown boxes without the original extras.#

          In all Cases Where Support and/or Returns Service is Provided by Customoid

1. Compatibility - Applications, drivers and games are often released to the market with bugs that can affect hardware performance. Therefore Customoid cannot guarantee that every hardware product is 100% compatible with every software product available.
2. Returning Faulty Goods - Please be sure that returned goods are faulty and the problem experienced is not caused by another component in your system or by software configuration. If after having received Technical Support information and you are completely satisfied that you have faulty goods please request an RMA number (Return Merchandise Authorisation) by using our RMA request system via your order history. For more information on how to do this please see our FAQ (frequently asked questions) section in our Help Zone.
3. Only Return Faulty Item(s). RMA numbers are issued for specific components only. Please do not return your whole order because you believe one component may be faulty. This does not affect your rights under the Distance Selling Regulations (2000).
4. Modified Goods. Any goods that have been modified or physically altered in any way shall be deemed Warranty Void and no support will be provided.
5. Packaging. Returned items should be packaged properly and shipped in a plain outer box.
6. Testing. All returned items not returned in accordance with the Distance Selling Regulations (2000) are tested by Customoid technicians. Any item found to be not faulty will be subject to a £10 + return shipping + VAT charge if shipped back to the customer. You will be notified by e-mail before any non-faulty goods are returned to you. This does not affect your statutory rights.
7. Monitors. If your query relates to a Monitor, specifically in relation to dead pixels, please be aware that all of Customoid’ Suppliers and thus Customoid conform to the ISO 13406-2 standard – the acceptable number of dead pixels based on screen size and resolution. Information on this can be found through any major search engine typing “ISO 13406-2” and the monitor brand name. Products with dead pixels of equal to or less than those defined within the ISO 13406-2 standard will not be accepted for return.