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| Frequently Asked Questions |
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| 1. What methods of payment do you accept? |
| At Raydirect, we only accept payment by credit card. We accept Visa, Mastercard, Switch, Electron and American Express. All our payment systems run on a secure server for guaranteed peace of mind. |
| last updated - 2008-05-30 10:31:12 |
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| 2. What warranty do you offer on goods purchased? |
Where goods fail outside the normal 14 day period, Raydirect will accept the product back for warranty repair. All Raydirect products come with a 2 year warranty.
Where product is returned to Raydirect for repair, typical repair times are 10-14 working days. Under our discretion, we may choose to repair or replace the defective items. If the item is no longer available or no parts are available, then we reserve the right to exchange the item for an equivalent product.
To return an item for warranty service, please e-mail us with details of the problem as we may be able to remotely diagnose the cause and prevent charges being imposed for a 'no fault found' return. Once we have diagnosed the problem, we will issue you with a Return Merchandise Authorisation (RMA) number which needs to accompany the goods when returning them to Raydirect. Please note if goods that are returned for warranty service where no fault is found will be subject to a £50 minimum service charge plus return freight costs. |
| last updated - 2008-05-30 10:37:42 |
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| 3. How much do you charge for shipping? |
We have partnered with UPS to offer both UK, European and Worldwide deliveries. This premium courier service means that your goods are insured from the time they leave us to the time they arrive. You can also track their progress on the Internet and we offer a competitive scale of delivery charges as follows:-
UK Mainland delivery £7.50
EU delivery £25.00
Rest of World £50.00
Please note this is regardless of size of order and all items despatched outside the EU will leave via UPS Worldwide Express.
For some UK deliveries we may use Royal Mail Special Delivery if the item is small or more convenient to be shipped via post. Either way, we are always on hand via telephone, e-mail or web to track your order and deal with any of your enquiries. |
| last updated - 2008-05-30 10:39:19 |
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| 4. What is your returns policy? |
We hope that you are pleased with your purchase from Raydirect.co.uk. However, we understand that there are occasions when you need to return goods to us.
Goods Faulty on Arrival:
If your goods are faulty on arrival, you have 14 days to inform us of the fault. When the goods are returned to us and the fault has been verified, we’ll issue a full refund to you via your original payment method. Please contact us with details of the suspected fault and we will attempt to resolve the issues or give you instructions for returning the items. Please do not send items back to Raydirect without getting authorisation as they will be refused at our logistics centre.
Goods Damaged in Transit:
If your goods were damaged in transit, we request that you report it to us within 7 days. If goods are visibly damaged on receipt, its best to sign the delivery note accordingly. Once the damaged goods are received back into our warehouse, we’ll issue a full refund to you via your original payment method. Please contact us with details
Goods Faulty in Warranty Period:
If your goods develop a fault but it’s more than 14 days since receipt, then provided your product is within its warranty period (TWO years as standard), you are entitled to a warranty repair. In some cases, raydirect can perform on board service thanks to Raymarine’s international on-board warranty scheme but this only applies to items professionally installed by Raydirect’s authorised installers and where a valid warranty form has been completed and returned. Please contact us with details.
Used Stock
Please note that our used stock is sold with 3 months warranty only, and therefore any claims under the warranty after 3 months of receipt will be refused. Also, used stock is also excluded from the Distance Selling Directive.
If you have changed your mind:
If you have simply changed your mind about your order and you wish to return your goods, then in line with the Distance Selling Directive (DSD) you can do so provided you inform us of this decision within 10 days from receipt. The goods must not be opened nor used and must be ‘as new’ when returned to us. Once you’ve informed us of your decision to return goods under DSD, you have 28 days to do so at your own expense. Once goods are received at raydirect.co.uk, we’ll issue a full refund for the cost of the goods to your original payment method. Please note this policy does have some limitations and does not apply to business customers. It also does not apply to any software products notably Raytech.
To request a return, please contact us. |
| last updated - 2008-05-30 10:38:44 |
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