Mainpine Policies
Below you will find our current policies for the following areas:
Warranty
All Mainpine hardware products are supplied with a 3 year warranty. For further details please see our Warranty Statement.
Returns Policy
At Mainpine we want you to be delighted every time you purchase from us. Occasionally though, we know you may want to return items, so please see our returns policy, below.
For Hardware:
Our "no quibbles" guarantee means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition, within 30 days, and we will issue a full refund for the price you paid for the item.
For all other items:
We accept the return of all other items only if they are unopened and in their original condition. If you return goods, as detailed, within 30 days, we will issue a full refund for the price you paid for the item.
Returning a Defective Item:
If you wish to return a defective item please contact Technical Support for a Return Material Authorisation (RMA). For further information about our RMA procedure please download The Mainpine RMA Policy and Process
Delivery charges and other services:
If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us. Otherwise you will be responsible for those charges and the costs of any other services provided to you in connection with your purchase.
Cancelling an item:
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. This applies to all our products. However, we regret that we cannot accept cancellations of contracts for the purchase of software products where the item has been unsealed. To cancel this contract, please fill out the back of the delivery slip that accompanies your items, giving the reason for the return as "Contract cancellation". Please package the relevant item securely and send it to us with the delivery slip so that we receive it within seven working days of the date that the item was delivered to you. The return address is:
Mainpine Limited,
The Stables,
Park Farm,
Lullington,
Somerset,
BA11 2PF,
United Kingdom.
For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. You should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, postage and packing). As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item.
Customs
When ordering goods from Mainpine for delivery overseas, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Mainpine, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.
Also, we may provide certain order, delivery and product information, to our international carriers and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
Debiting Your Credit or Debit Card
We will not debit money from your credit/debit card until just before your item/items are dispatched. On the date of dispatch you will receive an e-mail message confirming the date, contents and method of your delivery.
If you have ordered several items with different availabilities we will debit your credit/debit card as each of those items become available and are dispatched. Please note that you will be charged individual dispatch costs for each item unless you request them to be held and sent together.
Please Note: In order to cover our costs, payments made by Credit Card or American Express will attract a 2.5% handling charge in addition to the total invoice value.
Shipping
Mainpine can ship to virtually any address in the world. If you're looking for information about shipping within the U.K. (or if you're shipping to an BFPO address), see our domestic shipping rates. If you're shipping to any other country, please email sales for a quote.
Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full Kilo.
Tracking Your Package
Where possible we will provide you with a tracking or delivery confirmation number, to enable you to track your package. Please follow the links below for more information.
FedEx
Package Tracking: http://www.fedex.com/gb/
Phone: 0800 123 800
Post Office
Package Tracking: http://www.postoffice.co.uk/
Phone: 08457 22 33 44
UPS
Package Tracking: http://www.ups.com/europe/gb/tracking/engtracking.html
Phone: 08457 877 877