We always hope that you will be happy with your purchases from Primary ICT; however we understand that sometimes problems may occur. If you do need to return an item for any reason, please first read through our policy below. You can of course contact us by email on office@primaryict.co.uk or by telephone on 01227 769 400 for further assistance.

Missing or Incorrectly Delivered Items

If any items are not what you have ordered, or are missing (but stated present on your delivery note), we ask that you report it to us within 4 working days (please note that this is 48 hours for our Education, Government and Business customers).

Please note, a large majority of our orders are split for speed of delivery. If the items are not listed on the delivery note, they should follow shortly. If you would like an update on the status of your order, please contact us.

When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.

Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 4 working days (please note that this is 48 hours for our Education, Government and Business customers). If the items are visibly damaged on receipt, you will need to sign the carrier's delivery note accordingly.

When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.

Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our Education, Government and Business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation.

When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.

Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you; in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For our Education, Government and Business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

If you change your mind

Please note, the Distance Selling Regulations only apply to domestic customers; they do not apply to any of our Education, Government and Business customers)

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt.

The item must not be used and must be 'as new' when returned to us. This means that all seals and packaging must be intact.

Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Primary ICT, we will issue a full refund for the product to your original payment method. The Distance Selling Regulations contains some other restrictions based on certain types of products and services, so not everything we provide will be covered under this.

When you contact us to return the items, we may ask you to send them to us or we may send a courier to collect them from you. Please do not send anything to us before contacting us for authorisation first.