Section 6: Returns policy
By law, customers in the European Union have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered, this is to allow you to inspect the goods for suitability. You must take care of the goods whilst they are in your possession and make them available for us to collect if you wish to return.
To cancel your purchase within the
Please note that a charge will be applied to the return, to cover the costs of collection unless we delivered the item to you in error, or if the item is damaged or defective. This cost will be taken from your chosen debit/credit card, prior to the return being authorised.
Please note that we cannot accept returns if you deliver them to us by hand. All goods must be in their original packaging and in pristine condition complete with all accessories and manuals. Please use the returns number provided by our customer service team on the packaging of all items that need to be returned.
Please note that the cost of collection varies depending on the goods being returned, as a guide approximately £25.00 for a laptop/desktop.
As soon as we receive your returned item, we will refund the relevant part of the purchase price for that item to the payment method used to initially purchase the goods.
For more information on your right to withdraw from your purchase within the seven working days
Section 7: Reinstatement Service
As part of the package you have purchased, XMA provide a full reinstatement of service package should your laptop package be stolen.
Should any of the equipment provided be stolen, this service will give you replacement equipment, for one claim only, for a period of 12 months from the date of delivery of your Home Access package.
What is covered?
If Theft occurs, at XMA’s sole discretion:
a) will use reasonable endeavours to replace the equipment with equipment of an identical specification but is not obliged to do so where this is not possible.
b) will only pay for carriage costs within the UK. You must pay for any additional carriage costs if the equipment needs to be delivered outside the UK.
Claims Notifications & Requirements
In order to make a claim, you or your personal representative, must:
a) Within 14 days of the occurrence of the theft, call XMA
b) submit a claim form to XMA, and
c) notify the police and obtain a police crime number. This will be required to process your reinstatement claim.
To report a claim please call 0115 846 4656 to initially register your claim with XMA.
Misrepresentation and Fraud
This
a) Misrepresentation,
b) Unless otherwise agreed by XMA in writing, this service shall be avoided in respect of any equipment which is altered after the commencement of this service in such a way that the risk or the occurrence of theft would be increased.
c) You must not act in a fraudulent manner. If you or anyone acting for you make a claim under the service knowing the claim to be false or fraudulently exaggerated in any respect, or make a statement in support of a claim knowing the statement to be false in any respect, or submit a document in support of a claim knowing the document to be forged or false in any respect, or make a claim in respect of any loss or damage caused by your wilful act or with your connivance then the XMA:
i) Will not replace your package
ii) Will not replace your package at any other point in the future, should theft actually occur
iii) May declare the service void v) Will not make any refund
vi) May inform the police of the circumstances
Exclusions from XMA’s Reinstatement of Service Policy
This service is designed to cover most eventualities of theft. However, as the owner of your Home Access package, You shall take all reasonable precautions to prevent the occurrence of theft.
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