Dealer Returns Policy and Procedure | 49 |
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Invoices will be raised for any promotional items that are not returned with the corresponding phones.
Avenir Telecom reserves the right to impose a penalty relating to the exceeding of any CSG/CSS volume cap imposed.
3Phones
3phones are sold on a
Telecom may, on occasion, on an ex gratia basis, accept returned phones and will issue a credit accordingly. In such circumstances, the following criteria will need to be met:
Unconnected phones must be returned within 30 days from date of purchase and any seal must be intact and unbroken.
Unconnected phones returned must be fully boxed kit in new condition. Avenir Telecom reserves the right not to credit any of its customers if contents are missing, the box is damaged, marked, has any adhesive stickers or labels affixed to it, or the kit/box is considered to be in poor condition.
3 operates a 14 day money back scheme and a 14 day exchange policy but will only accept fully boxed/complete kit for credit accompanied by a 14 day exchange reference number. This must be obtained from 3 customer services while your customer is present. All 3 returns must be accompanied with a 3 Customer Return form filled out and completed together with the disconnection reference (if applicable).
The handset and completed return form must reach ATUK within 5 days of the disconnection taking place.
For further information please contact our returns team on 0208 731 4470. 3 and Avenir Telecom will only provide credit on returns that are UNUSED. This means handsets that have not been used to make or receive calls, send or receive texts, have downloads or any other content and are not damaged.
Avenir Telecom will reverse any credit given to any of its customers should any returned phones be subsequently refused credit by the network. Avenir Telecom would like to remind you of the importance for all its customers to ensure that stock is rotated and connected.
All phones returned to Avenir Telecom must include all components, accessories and/or auxiliary items that were supplied at the date of sale. Should this not be adhered to, 3 are entitled to levy a charge against any customer of Avenir Telecom for each missing component, accessories and/or auxiliary items in accordance with the price list.
3 introduced a scheme to encourage 3 sellers to keep their returns rate as low as possible. If the returns rate in a given month exceeds 10%, Avenir Telecom reserves the right to implement the following charges to any of its customers:
Disconnection rate
0% - 9.99% | Neutral | |
10% | - 14.99% | ATUK will charge £20 per return |
15% | - 24.99% | ATUK will charge £40 per return |
25% + | ATUK will change £50 per return | |
Disconnected sim cards must be destroyed by the customer upon disconnection and not returned for credit.
Repairs
Please note the following:
Avenir Telecom is not an authorised repair centre for any make of phone. Phones sent back for repair are
Phones sent in for repair that are found to be out of warranty will be handled as follows: You will be contacted by fax or phone with a quote. On receipt of the
All phones sent in for repair must be sent in an unlocked state. An administration charge of £10 will apply for phones sent with lock codes.
Please note a return carriage charge of £10 applies to all phones sent in for repair.
Accessories/SIMs
Avenir Telecom only offers an exchange on a like for like basis on any accessories.
SIM cards can only be returned if faulty, within 30 days of receipt.
Orange Pay as you go connection packs require an Orange Returns Authorisation number obtainable as outlined previously in the Orange section.
Accessories sent back must be accompanied by an Avenir Telecom Returns Authorisation Form and the Avenir Telecom invoice number (or copy of the invoice). If not, they may be sent back and carriage charged accordingly.
Important changes to Avenir Telecom Terms and Conditions
With immediate effect Avenir Telecom can no longer accept back phones, accessories or SIMS which are not in our current stock or Talking Shop brochure due to policy changes from all the networks. No stock is sold on a sale or return basis and any authorisation for return of stock is at the discretion of the Head of Sales. All authorised returns must be sent back to us within 5 days of the Avenir Telecom Returns Authorisation Number being given.
Contact Details:
Avenir Telecom | Telephone: 020 8731 4470 |
Avenir House | Fax: 020 8731 4478 |
Studio Way | Email: |
Borehamwood |
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WD6 5NN |
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Talking Shop 09/07