1.1 Please print a copy of the terms and conditions for future reference. Terms and conditions do not affect your statutory rights.
1.2 The following terms and conditions apply to all transactions received by Reliant Direct via Internet, e-mail, mail, fax and telephone. These being the only methods accepted. To order goods through any of these methods you must be at least 18 years of age and accept delivery within the United Kingdom.
1.3 Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of the terms and conditions. Terms and conditions may be subject to change.
2. Description of Goods
2.1 Only brief technical specifications are listed. Full specifications can be found in manufacturers websites or brochures. We do not recommend any other source.
2.2 All images and descriptions are representative of the products supplied to us by the manufacturer. All products are subject to change or upgrade at the manufacturers discretion.
2.3 The product information shown has been researched from manufacturers, suppliers, publications and web sites by our web design and production team on a daily basis. It is Reliant Direct’s aim that the information is as accurate and up to date as possible. However information relating to specification, accessories, special offers and promotions may change without prior notice, before or after you have placed an order with us. We will endeavour to inform you of any changes to your order as soon as possible.
2.4 After reading our terms and conditions we recommend that you also check the appropriate manufacturers terms and conditions to ensure that you are completely satisfied with them also.
3. Ordering and Pricing
3.1 All products and services offered on our website are subject to availability and may be withdrawn at any time. If for any reason we are unable to supply goods or services we will not charge you and any monies paid will be refunded in the same method as received. However, we will not be responsible for compensating you for any other losses that you may suffer if we do not supply goods or services.
3.2 We endeavour to notify on our website of any items that are out of stock wherever possible. If a product ordered is out of stock with our supplier, and ourselves we will notify you with the information given to us by the manufacturer or supplier. You should allow up to 14 days for the dispatch of the goods. If the delay becomes longer than 14 days you will be given the option to cancel the order and we will refund any monies paid by you. We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering the goods.
3.3 Any product displayed as Special Order will not be accepted for refund unless faulty, as it will have been specially ordered for you and may not be resold. We can only advise delivery schedules from information given to us by our manufacturers or suppliers so cannot guarantee this information.
3.4 Orders can be placed via our Secure Online Server (card processing using Sagepay or Paypal). Whichever method you use all required fields must be completed in full and correctly for your order to be processed.
3.5 All orders are verified for the security of both you and us. You may be asked for further information such as proof of address or identity before your order can be processed. False information may result in your order being delayed or rejected.
3.6 In the event that a product is listed at an incorrect price due to a typing error, pricing error from our manufacturer, supplier, taxes or duty changes, we shall have the right to refuse or cancel any orders listed at the incorrect price even if the order has been confirmed. We will notify you of the correct price, giving you the opportunity to cancel the order and have a refund of any monies paid if the order is cancelled.
3.7 All price are inclusive of the current rate of VAT (unless stated). If you are unsure of the current rate please call to confirm. The total price payable will be stipulated at the time when you place your order whether the order is confirmed or not.
3.8 Products, prices and promotions are valid only for the period which they are displayed (unless stated) and are all subject to availability. If any of these should change to your detriment or become unavailable in the period after you placed your order with us, you will be contacted before we proceed with your order.
4. Payment and Ownership of Goods
4.1 Reliant Direct accepts most major credit/debit cards including MasterCard, Visa, Maestro (Switch), Solo, Delta. You must provide us with your exact billing address and telephone number, which is held with your credit/debit card company. Incorrect information will lead to delays or refusal of your order being processed.
4.2 Card payments will be taken via the Sagepay or Paypal Secure Online Server. Finance payments where offered will be processed with the appropriate Finance Companies Secure Online Server. If any problems occur with any transactions we will contact you with further details.
4.3 Your order can only be processed once we have received an authorization code. Cheques and postal orders will take a minimum of 10 days to clear and only then can the goods be released for dispatching.
4.4 The purchaser will have ownership of the goods as soon as delivery has taken place which is after payment in full. All communications with Reliant Direct must be made by the purchaser only, relating to deliveries, collections or engineer callouts (to the original delivery address only) or any other matter relating to the product or the order.
4.5 We will issue you with an electronic invoice once the goods have been despatched to you.
5.1 We will only deliver goods to the address on the order and goods will not be left without a signature. Various delivery methods are used including Royal Mail and national carriers depending on value and size of the product/s purchased. Large screen televisions and large home appliances may incur an extra delivery charge if the delivery is not straight foward. For example if there are flights of stairs to negotiate or narrow entrances to the property. If additional services such as product installation have been purchased and we are unable to complete the installation through no fault of our own for example the required connections for a washing machine are not present no refund of the installation fee will be given.
5.2 Deliveries to remote parts of the United Kingdom such as Northern Scotland, areas of Southern England and rural areas etc may take a little longer.
5.3 Upon delivery, it is in the customer’s best interest to unbox and inspect the product for any damage or defects, if any defect or damage is noticed we must be notified immediately within 3 working days, as this may delay any possible replacement or discount if the item is found to be damaged when the courier has left. If goods arrive in a damaged condition you have the option to refuse the delivery, you must also contact Reliant Direct at the time of the delivery. If you accept delivery you must write a brief description of the damage on the delivery note, quoting the delivery note number.
If a customer requests a specific date for delivery and has confirmed with Reliant Direct that they will ensure acceptance of the goods on the date requested and the delivery then fails at no fault of the courier service or Reliant Direct, a charge of between £30.00 and £200.00 will apply (dependant on the size and product purchased) in order of arranging a new delivery date. Please contact customer services for costs of redelivery according to your particular product. Should a customer decide that no other date is suitable for delivery and a refund is requested, a minimum failed delivery fee of £30.00 will be applicable.
5.4 It is your responsibility to notify us of any in-correct goods delivered within 3 days from date of delivery, quoting the delivery note number. It is also your responsibility to sign for the correct number of packages as shown on the carrier’s delivery note, any shortages must be noted on the delivery note and you must notify us within 3 days from the delivery date, quoting the delivery note number.
5.5 We will not accept liability for goods lost in transit unless we are notified within 7 working days from the expected delivery date.
5.6 We shall not be liable for any losses, costs, damages, charges or expenses caused by any delay of the goods purchased.
5.7 We do not deliver any orders outside of mainland United Kingdom.
5.8 All prices on our website are exclusive of delivery charges which will be added at the checkout. Delivery charges are for most of mainland United Kingdom. Some Scottish Highlands and remote rural areas of the United Kingdom may incur additional charges and also longer delivery dates, as will deliveries to inner city areas that have charges for entering. Morning/afternoon and Saturday delivery dates are optional and will incur additional charges. Please e-mail us for a quotation.
6. Product Warranty
6.1 All products supplied are covered by the terms and conditions of the manufacturer for the stipulated warranty period usually 12 months. In addition routine maintenance ( being the cleaning of audio/ video heads laser heads etc.), consumables ( being styli, plug fuses, cables, batteries and bulbs/lamps etc), are not covered under the 12 month guarantee. Neither is the tuning of channels, connecting up, convergence and user interface configuration that are available within the user’s remit. Specifically excluded is cosmetic damage, accident, neglect, misuse and non domestic use of a domestic product.
6.2 All products found to be working to the manufacturers specification will be subject to carriage/callout charges and surcharges plus an administration charge of £20.00 for processing information. These charges will be charged to your credit/debit card. A full breakdown of these costs will be sent to you. This does not affect any statutory that you may have.
6.3 The screens on thin panel technology such as TFT/LCD are made up of thousands of pixels and comprise of 3 sub-pixels (red, green and blue), so each picture is made up of millions of dots. Each pixel has a transistor behind it. If this fails it can cause a bright, dark or coloured dot on the screen. Unfortunately today’s production methods cannot guarantee a totally fault free display, so end users should be aware of possible isolated lit or unlit pixels.
6.4 Each manufacturer has their own acceptable tolerance level depending on quantity and location on the screen. Please check with the relevant manufacturer as to their tolerance level, as we can only accept back for repair/replacement/refund if the stuck pixels exceeds their guidelines.
6.5 Additional extended warranties may be available on products at an extra cost. We do advise that you consider taking out an extended warranty wherever possible for peace of mind.
6.6 Please note that all panel televisions are produced to a high manufacturer’s standard. In the case of Plasma, LCD or LED televisions, particular units may ascertain a certain amount of backlight leakage; this is deemed to be a part of the products specification. This may be noticeable on pictures with a dark background.
Terms and Conditions - Extended Parts & Labour Breakdown Contract
Should any fault occur with an item an extended breakdown contract, the customer must contact Reliant Direct only.
Subject to the terms, Conditions and Exceptions this extended parts and labour breakdown provides for the following:
Replacement & Depreciation
If defective goods or parts cannot be repaired or replace and a repair is deemed not viable, then Reliant Direct will at their discretion formulate a credit note to be used to assist in the purchase of a replacement unit.
Calculations will be based in a fair and transparent manner & will be made available to the customers on request.
If Reliant Direct deem a replacement unit is the most viable option then a unit of similar specification, age and condition will be considered for replacement.
Reliant Direct will then be deemed to have discharged its liability under this contract immediately.
The above conditions will not affect your statutory rights.
The customer at all times take reasonable precautions to safeguard the product to safeguard the product from any loss, damage, destruction or malfunction. Al repairs, maintenance and adjustments (other than day to day tuning and battery replacement) must be undertaken by Reliant Direct.
The Breakdown Contract is not valid for any other product and is personal to the customer and is not transferable to any other person other than by death or normal process of law.
The Breakdown premium is not refundable once the Breakdown Contract has commenced or a claim has been made.
All benefit under this contract may be voidable if :
a. A fraudulent claim or any attempt thereat is made
b. Non disclosure or alteration or risk occurs.
The product is used for other than private domestic purposes.
All benefits shall cease immediately in the event of :
i) A total loss settlement or replacement product in lieu of repair being made.
Reliant Direct shall NOT be liable for:
Loss or damage arising outside Great Britain , the Isle of Man and the Channel Islands .
Costs arising from or due to :-
i) Failure to comply with manufacturer’s instructions for use, whether by the customer or any other person.
ii) The use of any accessories which have not been approved b the Manufacturer.
iii) The application of an incorrect or abnormal electrical or plumbing connection not forming part of the insured item.
iv) Neglect or wilful abuse or misuse of the product.
v) Theft or loss of the Insured equipment.
vi) Scratching or denting or from the direct application of a tool.
vii) Damage to interior or exterior paintwork or casing.
The costs of :
i) Maintenance including but not limited to cleaning or DVD laser, video or audio heads, tape paths or posts overhaul modification or any loss or damage there from.
ii) Repairs to cabinet replacement or adjustment to light bulbs, light covers, lamps, styli, cassettes, batteries, air or water purifiers, external hoses, external fuses, handles, knobs, buttons, locks, vacuum cleaner brushes, bolts, cords, cord rewinds, dust bags, wheels or tools, plastic or metal trims, badges and insignia.
iii) Repairs to hinges or lids and any other repairs where such failure does not affect the operational function of the product.
Costs for which the manufacturer supplier or any other person may be held responsible under the terms of any express guarantee or warranty.
The cost or rectifying any blockages.
Loss of use of the equipment or consequential loss of any nature.
Any accidental damage to portable items or products in transit.
Any costs incurred in the gaining access to or not replacing the product from any housing or fittings.
Any additional costs arising as a result of a part being no longer available. In this event the product will not be deemed being economical repair but Reliant Direct will pay to the customer the last published list price for the part(s) plus the normal labour charge for the fitting.
Costs arising where no fault is found.
Costs arising from reporting or realignment of aerials and satellite dishes or removal of debris from satellite dishes.
7. Faulty Goods
7.1 A product is deemed to be faulty upon arrival if it shows symptoms of hardware failure preventing it’s basic operation. You must contact us within 30 days from the delivery date via email to report the fault. It is recommended that all original manufacturers packaging should be retained for returns/refund/warranty purposes, otherwise suitable packaging will be required to return a product to prevent damage while in transit. If your goods go faulty within 30 days and you have not kept the packaging and are unable to provide suitable packaging for a return you will be referred back to the manufacturer for a warranty claim or you can return the goods to us yourself via an insured courier. If you choose to return goods yourself and goods are received back to us damaged it will be your responsibility to claim for the damage from the courier and we will not issue a refund. Units are to be packaged up as a customer would expect to receive an item. When our engineers have confirmed the stated fault you will be offered the following options. A). A replacement item shipped to you. B). The item is repaired and shipped back to you. Once the item has been repaired it is no longer eligible for replacement. C). A full refund providing the product is in it’s original box and packaging and complete with all accessories (remote, instructions etc). A replacement product will not be provided at the same time a faulty unit is collected, only when the faulty units has been received back and deemed to be faulty, the option of a replacement will be available or full refund if requested.
7.2 A product returned to us as faulty and our engineers find that there is no fault, you will be offered the following options. A). Return of the goods and the delivery charged to you. B). Refund, less any applicable delivery, collection and inspection costs being a minimum of £50.00. C). If the customer refuses to take such goods back you will be liable to a 25% handling/restocking fee off the purchase price.
7.3 The manufacturers guarantee is always in addition to your statutory rights.
7.4 We strongly advise all customers to retain boxes and packaging where possible.
7.5 Some manufacturers on some or all of their products deal with faults themselves. You will be advised of their contact details at the time.
8. Returns and Distance Selling Policies
8.1 In line with the EU Consumer Rights Directive Reliant direct requires you to send a notice of cancellation in writing within 14 working days, of receiving the goods, including fax and e-mail, informing us of your details including customer account number and sale number stating the reason for cancellation of the goods. Once you have received a Returns Authorisation Number you must return the goods at your expense. The authorisation number is valid for 30 days. A telephone call is not enough to constitute a cancellation. Goods under 30 days will follow the same guidelines below but will be replaced or refunded.
8.2 If you decide to exercise your right to cancel under the 14 day regulation the ownership of the goods will revert to the supplier. Exceptions to the right include software and assembled cabinets; these items will remain the property of the consumer and will not be credited.
8.3 The 14 days return regulations impose the responsibility of the consumer to take reasonable care of any goods supplied. This obligation applies before as well as after the consumer has given notice of cancellation. The 14 days provision is design to ensure that the goods can be sold as brand new again. The consumer will be wholly responsible under this regulation for the cost of the return delivery and all damages of the goods. We deem reasonable care as meaning that the goods are in perfect condition with as much of the original packaging intact as possible. All of the box and packaging intact. All accessories must be unopened including cabinets, remotes, batteries and all formats of leads.Products that have not been agreed by the Customer Service Department for return will not be accepted and will be refused. Goods that do not fall into the above criteria and not resalable as new will be subject to a minimum 25% handling fee off the original purchase price or returned back to you at your cost. There will be a charge applicable for any missing remote controls or accessories, including a £29.99 administration fee. Products may also be returned directly to Reliant Direct by the customer, items will be inspected by our service department to comply with the return requirements, please note items returned on a Saturday will not be inspected until the following week. All transactions processed comply with the Distance Selling Regulations 2000, for more details of these regulations please visit http://www.dti.gov.uk
9. Personal Information
9.1 Information collected by Reliant Direct at the time of ordering or registering is lawful and in accordance with the Data Protection Act 1998. We do not sell or pass on customer’s details to any other business or organisation for any purpose other than for processing your order with us.
9.2 Where there is sufficient evidence to suggests that fraud may be taking place (details given differ from that the credit/debit card company hold) we reserve the right to pass the information to other businesses, fraud databases and the relevant authorities.
10.1 We pride ourselves on the high standard of service that we provide our customers but if you believe that you have cause for complaint about a product or a service that you have received from Reliant Direct please e-mail our customer service department at [email protected]. We aim to respond to all complaints within 3 working days where possible and then proceed to resolving the problem as soon as possible for you.
10.2 It may also be possible for a customer to raise a complaint via the Online Dispute Resolution Platform at https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage