Terms and Conditions

1. Website and content

a) The web site uses 'Cookies' which are passed to the client machine, to generate required session functionality. In no way, does the use of these 'Cookies' infringe the privacy of the user. They are used ONLY to generate a unique id for the customer/order/session,

b) Errors and omissions accepted. Product images on the website are used for illustrative purposes only and may not be the actual product as pictured but it is like for like the exact product as described,

c) All Trademarks fully acknowledged.

2. General

a) All products displayed on the web site are subject to availability. Where a product as part of a customer order is not available the customer will be notified immediately. We will always adhere to ship products as soon as possible. By placing an order through the website, online or on the phone/though email/fax, customers legally accept and have fully understood/read the item description and also have read and fully understood and complied with our trading terms and conditions. If customers have any query with our terms and conditions they should contact us PRIOR to placing an order. Mis-understandings will not be accepted afterwards. Its the customer's
legal obligation and duty to read our full trading terms and conditions and the item description prior to placing any order with us. All goods sold subject to our terms and conditions,

b) Premiergent currently accepts credit/debit cards and cheques as payment for orders. GOODS are only despatched when payment is cleared or in the case of credit/debit card orders - the card billing address has been fully verified,

Premiergent may request to see further proof of user status and address in the form for example of a recent utility bill to verify the card holders name and address, before despaching the order. This action is to protect the genuine card-holder and ourselves against fraud,

c) For security reasons, goods are ONLY despatched to the card holders billing address - although we may despatch to a different delivery address at our own discretion,

d) All products carry the standard manufacturers or our own warranty. This warranty does not apply to defects resulting from improper or inadequate installation, use or maintenance; actions or modifications by unauthorised third parties or the customer or accidental or wilful damage. Warranties are accepted and given under the manufacturers standard conditions and terms of product use. Customer must keep all original packaging - undamaged. Customers MUST keep all original packaging and documentation/accessories/software disks - as these must be sent back with the goods under warranty repair,

Premiergent accepts no liability for the acceptance of warranty repair by the original product manufacturer. As a reseller - Premiergent accepts no liability in view of imposed manufacturers terms and conditions on warranties,

We supply brand new, refurbished and OPEN BOX as new condition products. Where an item is sold thats OPEN BOX, as new condition, the product may of been returned back to the original supplier within 7 days of original purchase. Although the item may of been repaired previously by the manufacturer, classed as a DOA (Dead on Arrival), its still classed as in new condition, fully working as new and the customer can expect to pay much less for the product in this case. We cannot be held responsible if the original manufacturer may choose to shorten the length of the warranty and besides in this case the warranty period is displayed on the sales invoice anyhow to avoid misunderstandings. We cannot accept any liability or misunderstandings by customers in this case.

All our brand new products carry the standard warranty as displayed on the website.

Product warranties can also be extended through Premiergent at a optional cost,

e) Where an on-site/collect-return/return-to-base warranty is given with the product, Premiergent accepts no responsibility for any imposed conditions that the manufacturer may request, e.g. payment of carriage for a Return-to-base warranty for instance,

f) All delivery dates are approximate and we deliver on time as stated. However most products are despatched for next working day delivery once the order has been cleared or delivered in the period stated on our website. If the item has not been delivered within the stated delivery time then its the customers responsibility legally to inform us immediately, within 24 hours since expecting the goods to be delivered. Unfortunately after this 24 hour period the courier has no liability for lost goods in transit claims,

g) All deliveries are sent insured against loss and damage in transit,

If the package(s) appear to be damaged or the security seals are broken,
then the customer should REJECT the goods upon delivery immediately and notify Premiergent,

ALL goods remain the property of Premiergent until fully paid for. Where an advanced replacement is dispatched then its the customers responsibilty and in legal terms they are liable for the cost of the replacement product, if we do not receive the faulty item back (with all its shipped accessories/software). Any software disks must be opened and unlicensed. Where the security seal of the software has been broken then the customer is fully liable in terms of the cost of the software.

Calls to us, may be monitored/recorded for fraud prevention and security purposes.

Please note : We advise customers to sign for goods 'unchecked' when delivery is made. If there is any external damage to the packaging or the packaging has been tampered with, the customer should refuse delivery immediatley. If on internal inspection the goods are damaged then you MUST inform us within 24 hours of delivery. Failure to do so may result in the courier not paying out the claim under their insurance conditions. If this is the case then Premiergent is NOT legally responsible for the goods or replacing them.
No refund will be made on this occurance

Premiergent will endeavour to replace goods damaged in transit as soon as possible - although this is dependant on the customer returning the damaged goods in original condition as soon as possible. We will endeavour on our own and customers behalf to resolve courier compensation claims as fast as possible. The customer may be responsible for the return of the damaged/faulty goods which will be tested before a replacement is issued.

Upon receipt of the damaged goods - the claim by the customer will be investigated by Premiergent and the courier company concerned,

On the completion of the investigation, If the courier company concerned fails to accept liability for the damaged goods, then the liability will be placed on the customer and Premiergent will not issue any refund in lieu of compensation for damaged goods. In the case of where an advance replacement has been authorised prior to claim outcome investigation, the customer will be held liable for the total cost of the damaged goods. Responsibility for any action taken against the courier if this case arises, is the sole responsibility of the customer.

Please note : On delivery of goods the courier will ask for 'received in good condition' signature from the customer. The customer should always sign for goods, 'unchecked'. If the package appears to be damaged or tampered with then the customer should reject the goods immediatley,

Please note : All goods are verified and fully tested before being despatched to the customer. Any damage/defect must be reported within 24 hours of the product delivery. The case will be then fully investigated.

If it is deemed the customer has damaged the goods by mis-use, unauthorised maintenance or exposure to a high level of external physical force then the liability will be with the customer,

h) Returns procedure - In the event where goods need to be returned under our warranty for repair, they must be packed in the original undamaged packaging. Its the customers responsibility for any return delivery cost. Customers MUST keep all original packaging and documentation/accessories/software disks - as these must be sent back with the goods under warranty repair, and the packaging clearly marked with the name/address of the sender. Customers are responsible for keeping their original sales invoice with the sales order number. In order to process a warranty claim we need the original sales invoice or order number. Warranty claims are invalid if customers can't produce their original sales invoice with the sales order number. Customers must keep their original sales invoice as its the
ONLY proof of purchase, we can accept in case of a warranty claim.

The stated warranty period is displayed on the original sales invoice. Customers who need to query anything about warranty/warranty period/item condition, must do it within 7 days of when delivery is made of the item. We cannot be held responsible for customers own misunderstandings in these circumstances.

If customers have any enquiry relating to their specific order when its been delivered whether it be the warranty period, specification of the item, etc, its their responsibility to let us know within 7 days of the product been delivered. We cannot accept any liability for customer misunderstandings outside this
7-day period. We always try to provide full item descriptions for all our products on our website and if customers need to query anything further about the item in question, they should contact us prior to placing and taking delivery of the order.

Above all its the customers responsilbilty to make sure that any item purchased from us is fully compatible with their exisiting hardware/software and specific needs/application.

A VALID returns authorisation number must be obtained for any goods that are sent back to us. Failure to do so will invalidate the return and no refund will be issued in any instance whether we sign for the goods or not. Its the customers responsibility to obtain a valid returns authorisation number before sending any goods back. We cannot be held responsible for goods that are sent back to us without any written pre-authorised returns number. Returns goods that do not have any returns authorisation and returns number will be disposed off as we see fit. If this happens then the customer has no legal avenue with us to claim back any monies due and no refund will be issued.

We will invalidate any warranty at our sole discretion on a purchased product if the customer presents the item to any other repair company/person whether qualifed or not for repair or fault diagnosis. Customers must notify us immediately under any claim on warranty. If the product is opened in anyway,
mis-handled, mis-used, then the warranty will be invalidated.

i) Goods remain the property of Premiergent until payment is made in full and are sold subject to our terms and conditions. Any deposit taken, as to the nature of what a deposit is, e.g. customers intention to complete the agreed purchase in the specified time frame, is non refundable. So therefore any deposit taken if a customer chooses after, not go ahead with the final complete purchase for any reason is NON-REFUNDABLE. If a customer enters into a instalment plan where goods are to be paid for in agreed instalments before delivery is made of the goods then they must complete the instalment plan in the specified agreed timeframe. If for any reason the customer then decides not to go ahead with the purchase then any previous instalments paid plus any deposit paid are non-refundable. WE may charge a fixed finance charge on any instalment plan offered, paid on top of any instalment due but the complete price will be the total quoted for the plan.

j) If for any reason the customer is not satisfied with their new product they may cancel and return the product within 7 days of receiving it under the Distance Selling Act. The return delivery cost incurred, is payable by the customer. Goods must be sent insured to the purchase value. Goods must be returned with unopened, unconfigured, undamaged original packaging with all accessories/CDs/Manuals, in fully re-saleable condition, as new.

It is the customers responsibility to make sure PC components or any other upgrades are compatible with their system before ordering. If the customer is in any doubt with regards to system compatibility of upgrades/components then they should contact us prior to ordering - we offer full technical support.

If the customer reports an item to be faulty or damaged or not as the condition described (and uses this as a basis of returning goods within 7 days of receiving it) - which is then proved then on inspection not to be correct - then a
re-stocking fee of 15% off the total purchase price may be charged plus a no fault found fee of £50 but this depends on the specific circumstances and the nature of the original product sold. We may also charge in addition for labour used in the preparation of a customers order, e.g where an operating system has been installed and the system has been setup. Any credit card surcharges and the original delivery cost as we cannot claim these back are also non refundable. All refunds less our charges as described will be made within 30 days. Customers must understand our return terms before returning any goods. Its the customers responsibility to read our terms and conditions before sending any goods back for return once a valid returns number has been allocated. Its the customer responsibility to check whether an item has been returned successfully to us as soon as possible. Failure to do so may delay/or void the return and no refund will be due and the goods will be disposed off as we see fit. Its the customers legal obligation to make sure the returned goods are delivered successfully with no damage and original condition as sold. If goods are received damaged then its the customer responsibility to make a claim from their courier under their courier insurance transit liability scheme. If this happens we have no obligation to refund the customer at all and the legal obligation falls on the courier concerned,

Goods must be sent back to us fully insured to their sale purchase value,

Its the responsibility of the customer to verify by contacting us, that the item was returned successfully to us, once they have sent it back using their own
courier. This is due to the fact the customer has elected there own courier/delivery service to send the goods back and any insurance conditions for transit/loss is their own responsibility and liability,

If the return is sent back and the goods or part of/accessories are missing/damaged or the item is received not in the original working condition sent out, then no refund will be due. Its the customers responsibility to ensure all goods are packaged in the box as they received them in an undamaged condition including the packaging before sending them back. Please note we fully test goods before sending them out anyway,

All refunds will be made within 30-days of receiving the product back as stated by law. Please note that the product must be packaged as it arrived complete, unopended , with all documentation/packaging and complete with all accessories and any FREE bundles software/accessories. This 7 day money back guarantee does not apply to software products once they are opened and the original seals broken. We may also charge in addition for labour used in the preparation of a customers order, e.g where an operating system has been installed,

IF a specific refurbished item is deemed faulty by the customer in anyway from delivery, customers must report the fault within 7 days on receipt of delivery. Failure to do so may invalidate any future or standard warranty on the item as is,

We do however try our very best to fully test any product before dispatch,

Cancellation of Order : Other processing cancellation charges specific to the sale order may also apply. We may also charge in addition for labour used in the preparation of a customers order, e.g where an operating system has been installed,

The 7 day satisfaction or return policy only applies to new retail products and does not apply to custom laptop or PC system builds, special customer parts orders or refurbished laptops/PC systems, we sell and supply.

We may charge a re-stocking fee of 15% plus any other incurred costs in preparation of the initial order including labour used in the preparation of a customers order, e.g where an operating system has been installed,

On our refurbished laptops - We cannot guarantee the condition of the battery as its classed as a consumable. Most of our refurbished laptops do have good batteries that will hold a charge but if customers want as new battery life then they must purchase a new battery from us separately. All our refurbished laptops are in good clean Grade A condition, although they may have a few minor marks, etc. Also some refurbished laptops may suffer from screen pressure marks. This does not in any way effect the laptop screen, visual performance and its not classed as a fault. The reason that the pressure marks sometime appear is that the refurbished laptops are stored on top of each other, that we have no control over as we source these refurbished laptops from external suppliers. But most screen pressure marks will fade/disappear by themselves as the laptop is in use everyday. Also some refurbished laptops may have slightly noisy cooling fans. This is just due to age, general ware and tear and no way effects the laptops performance/working. Remember your buying a refurbished/used laptop not a new one.

We regret for custom laptop or PC system build orders, a re-stocking charge of 15% of the total order value is mandatory and will be applied before any refund is made at our discretion plus any other incurred labour/setup costs in preparation of a customers order, in case of customer cancellation of order before delivery is made. In all cases credit card surcharge is non refundable.

This is due to the specialist nature of the custom PC or laptop product as its a non-retail product and the fact the item has been specifically assembled for the customers own individual order.

Custom PC or Laptop orders are not including in our 7 day satisfaction or refund guarantee, as these are classed as non-retail products and the fact they have been specifically custom built for the customer. Although we will always try our very best to resolve any customer issues in a fair and concise manner. If the product is deemed to be faulty then of course we will replace or repair it within the stated warranty period.

For special customer orders where a product/upgrade/component/part/accessory, etc has been specially ordered and has to be specifically shipped in, to complete the customers order -
a refund cannot be made, if the customer decides to cancel the order before delivery is made or on delivery receipt of the item decide to return the product, as we regret, we cannot ourselves send any special order items back to our own suppliers here and overseas. If the specially ordered product is deemed to be faulty, we will of course will replace it.

For unwanted gifts/items bought in error/mistake.
Customers are advised its their sole liability to make sure if they are buying a system as a gift, its compatible with the intended use and application. We may refund at our sole discretion only in this case. A re-stocking charge of 15% will be applied plus any other direct/indirect costs we've incurred, including system setup costs in getting the order ready before any refund is made on receipt of goods. Returns authorisation must be obtained from us, before sending any goods back. We will take goods back at our own discretion. Delivery costs/charges arising from credit card processing are also non refundable.
As to the nature of the product in these specific circumstances, we will not offer any refund on custom PC or laptop builds or refurbished laptops/PC systems.

For customer cancellations. IF a customer cancels an order before its been delivered, then if any work has been carried out to forfill the order ready for dispatch for the specific customer order, for example, installation of an operating system, testing prior to dispatch, etc, then we may apply a cancellation charge, to recover the labour/costs involved. If special parts have been ordered to forfil a customers order then these costs will also be charged to the customer. These costs will be taken off any refund due. Also a restocking charge of 15% may be applicable in certain circumstances.

For specific parts/components ordered to upgrade PC and laptops.
Its the customers 100% responsibility to make sure the part/component they order is 100% compatible with their own specific model laptop/PC system. They can do this by contacting the original manufacturer before placing an order with us for the required part. We will endeavour to make sure we can advise customers on upgrade parts/components but its their sole responsibility to make sure the upgrade/part/component ordered is 100% compatible with their own laptop or PC. Its not our sole responsibility. In this case where a part is not compatible we cannot offer any possible refund or return on the item.

Its the customer's responsibility to notify us if a refund has not been received within 30 days of original sale date. If a period of time of above 30 days lapses from the original sale order date then we may not be able to investigate the issue any further and instigate any refund.

k) Although we try our very best to make sure exisiting customers hardware/software is compatible with the systems/software/hardware/laptops we supply , its legally the responsibility of the buyer to make sure for certain that there own specific software/hardware set-up is 100% compatible with the systems/laptops we supply to them. We cannot be held responsible for any incompatibility issues after purchase. Any specific queries can be raised before submitting any order though and we will always help customers to gain a satisfactory outcome.

l) We do not warranty the battery on any refurbished laptop we sell in any way. This is due to the fact the battery is classed as a consumable in a refurbished laptop.

m) Where a warranty is deemed as VOID or INVALID, under our warranty period due to product mis-use, damage, visable damage or unauthorised attempted repair and signs of product being tampered with or attempted repair prior to sending the item back to us, an admin charge of £25 + return shipping cost + VAT will be liable. The Customer MUST not attempt to repair the item or have a third party (even if its a computer repair shop) attempt or diagnose to repair the fault, as this will legally invalidate our warranty. If this is the case we may offer the customer a repair at their own cost but this is only offered on a discretion basis. When a product fault is discovered by the customer, we must be notified immediately and no-one else MUST attempt to repair/diagnose the fault, as this will also invalidate our warranty.

Customers must also replace any consumable items with the direct genuine manufacturer's replacement and not any other third party/clone manufactured product, as this may lead to damage to their product and thus invalidating
our own warranty.


We believe these terms and conditions are fair and they protect our business
as well as the customer's rights,

Its the customers responsibility to read our terms and conditions, fully understand and accept them before deciding to purchase from us.

By agreeing to purchase their item from Premiergent, the customer fully understands and accepts our terms and conditions of sale as stated here.

Calls to us, may be monitored/recorded for fraud prevention and security purposes.

Our terms and conditions have been fully validated by independant authorities and comply fully with the law of England and Wales,

If you have any queries regarding our terms and conditions of trade-
please don't hesitate to contact us BEFORE placing your order.

The statutory rights of the customer are not affected.

3. Complaints Procedure

Any customer complaints should be addressed to complaints@premiergent.co.uk

When we receive a customer complaint regarding products/customer service we adhere to the following strict guidelines :

a) All complaints received are acknowledged via email or preferred customer contact method,

b) All complaints received are confidential and we aim to resolve and reach a satisfactory outcome for both parties within 5 working days,

c) The customer will be kept fully informed throughout the complaint processing period,

d) Premiergent monitors our defined complaints procedure and any element of service and aims to make improvements as required.

Our complete Correspondance/Trading Address :

Premiergent Hi-Tech
20 Debruse Avenue
Yarm
CLEVELAND
TS15 9QL
United Kingdom