Returns Policy / Requests

Here at DSTele.com, we are positive that you will be happy with the items that you have received from us. However, we appreciate that there may be occassions where you wish to return your items and we have a simple, no quibble returns policy which you can read below. It's important that you read this information carefully before filling out the returns form at the bottom of the page. 
Before we start, here's a few things we think you should know.

• All our main products come with a 12 months Warranty from date of delivery (Ink for fax machines is not guaranteed).
• Batteries have a 1-month guarantee only
• Your statutory rights are NOT affected in any way by our terms.
• Peripheral parts and consumables are guaranteed at our discretion.
• We believe 100% that we can give you the best overall deal on the net
• We will do all we can to sort out your problems quickly and politely.
• Feedback is important to us, so if you are not happy with any aspect of our sales charter then please contact us.

Items must always be returned as supplied in a suitable condition for testing, resale or return and with original packaging in all cases.



If you change your mind or if the item is not as expected

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contracts Regulations you can do so provided you inform us of your decision within 14 working days. This period begins after you have taken delivery of the goods. The item must not be used and must be 'as new' when returned to us. We reserve the right to issue partial refunds, restocking fees or to refuse a return where items are not in ‘as new’ condition. Once you've informed us that you wish to return goods the Consumer Contracts Regulations give you 14 calendar days to do so, at your own expense. Goods are refunded within 72 hours of us receiving these back and only to your original payment method.

When you return an item it is advised that you use a tracked postal service. Until the item is received by our Returns Department you remain responsible for the item therefore having a tracking number is invaluable. A suggested service for low value items (Under £50) is Royal Mail Recorded Delivery, for higher value items (Over £50) you may wish to consider using a courier.



*DST may refuse a return if the item is received damaged or in an unsellable condition. Should DST agree to a refund where the product isn’t received in the same condition as they were supplied in, a restocking fee will be applied and deducted from the amount to be refunded. Business and Company purchases will be subject to a restocking fee as standard, based on the value of the order (minimum 8%).


Returning items faulty on arrival and in warranty period

If you purchase an item from DST and it does not work upon arrival or becomes faulty within 30 days of receipt, you are legally entitled to a full refund or replacement, but you must report it to DST within 28 days of receipt. You should fill in the returns form at the bottom of this page and DST will contact you with a return number and then ensure you include all packaging, manuals, accessories etc. In the case of returning the item for a full refund, you must also return any free gifts at time of purchase. We will ask that you contact the manufacturers help line directly in order to confirm there is a physical fault as it is often the case that some faults are actually configuration or compatibility issues. This in no way affects your statutory rights and is simply something we may ask our customers to perform in order to speed up the DOA process and to ensure that you do not become liable for the costs of returning a non-faulty item. If the item is not found to have a fault upon our inspection, we will charge an inspection fee of 5% of the items value and all delivery charges incurred by us in collecting and then returning the item to you, which must be paid before the goods can be released.
 

Returning items faulty after 30 days from receipt

A warranty repair or exchange is offered for most faulty goods purchased from DST which you have had for more than 28 days.

When we accept return of an item for repair, we will confirm the fault and send the goods back to the relevant manufacturer or distributor. You need to contact us to request an RTS number. Once inspected and tested for a fault, we will repair or replace the goods depending on which is the most economically viable option at the time. If the item is not found to have a fault upon our inspection, we will charge an inspection fee of 5% of the items value and a return delivery charge, which must be paid before the goods can be returned to the customer. No items will be accepted for return without the customer first obtaining a valid returns number from the support department.
Please note some manufacturers (eg Polycom and JPL amongst others)  take care of the warranty directly and ask that after 30 days any faults are sent directly to them and they will return to you minimising delay.  DST will NEVER leave a customer with a faulty product within its warranty period and will help if things do not go to plan, please don’t be offended if we do ask you to liase with the makers helpline.


Damaged in transit

You must notify DST of any items damaged in transit within 1 day of delivery. Claims for transit damage cannot be accepted after this period. Please contact us to request a returns number explaining the problem and the nature of the damage. We will then arrange to refund or replace as you wish.

Please ensure that when the item is delivered, if there is visible damage to the packaging, you sign the delivery note accordingly. It is always better to sign as received damaged/opened with a brief explanation than to write unchecked. In an ideal instance, where signs of transit damage are showing on the packaging you should inspect the goods before signing the drivers manifest and if damage is present on the products, you can then refuse delivery saving yourself the time of going through the returns procedure.
 

Conditions for all returns

For a full refund to be made, all returned items must be in a 'Saleable' condition. For example an item being returned as not required should still be with its original packaging. Goods being returned as not required should not have been used. For faulty items the original packaging materials should be used to protect the item from any damage during return transit, as any further damage occurring during return transit caused by inadequate packaging will result in a charge being deducted from any refund due, to the value of correcting said damage.


Refunds

All refunds will be made no later than 28 days after the first notification of the cancellation of the order or for returns within 10 days of receipt of the returned items providing all terms have been met.



Warranty terms

All items NOT EXCEPTED ABOVE and supplied by ourselves include a 12-month return to base warranty providing that the following terms are met:-

1. The item is only used in the manner it is designed to be used.
2. No signs of misuse are present.
3. For all hardware items, no external casings or covers have been removed.
4. All requirements for use detailed in any literature supplied are complied with.

Any breaches of the above terms will cause immediate cessation of all warranty rights.

Your statutory rights are in no way affected by any of the above Terms & Conditions.

E&OE.





Returns Form
 
DST Employees are focused on providing a pleasant customer experience and work hard to maintain our high level of Customer Service. If however you feel that we have failed to provide you with the level of customer service you expected please do not hesitate to contact us, we are always pleased to hear back from our customers with constructive criticism.

By Post to:

DST UK Ltd c/o Big Red Group
Unit 10, Centenary Park
Coronet Way
Trafford Park
Manchester
M50 1RE
Telephone: 0800 888 6008
Email Your Complaint
 
By filling in and submitting this form, you understand that this is a request only and does not authorise the return of these items until you are contacted by DSTele.com and that you are agreeing to DST UK Ltd Terms & Conditions and Returns Policy. These terms and conditions are subject to change at any time without prior notice.

Returns Form

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