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About this Returns & Cancellation Policy
These terms and conditions of return and cancellation (the "Returns Policy") apply to your purchase of goods from Digitalfirst.co.uk (referred to here as "we", "us" and "our") through digitalfirst.co.uk (the "Website"). When we refer to "you" and "your" we mean you the user of the Website.
The terms and conditions set out in this Returns Policy apply to all goods purchased from us in the UK.
For purchases made on or after the 1st May 2010:
A five year warranty is provided. Always return your camera or lens to Digital First. Failure to do so will cause delay and you may incur personal costs imposed by the manufacturer’s service centre. In the first 30 days, return the camera or lens to Digital First only for exchange or repair. The first year is covered as per the manufacturer warranty conditions. In the second year parts and labour warranty coverage will be provided by Digital First who will arrange repairs with a designated service centre at our own expense. In the remaining 35 months parts only warranty coverage will be provided by Digital First who will arrange repairs with a designated service centre at our own expense. Labour costs will be the responsibility of the customer - a quotation of labour costs will be provided if requested after examination. Please be aware that all warranties cover parts and labour of cameras and lenses due to breakdown and do not cover accidental damage caused.
For purchases made on or after the 1st February but before the 1st May 2010:
A three year warranty is provided. Always return your camera or lens to Digital First. Failure to do so will cause delay and you may incur personal costs imposed by the manufacturer’s service centre. In the first 30 days, return the camera or lens to Digital First only for exchange or repair. The first year is covered as per the manufacturer warranty conditions. In the remaining 23 months parts and labour warranty coverage will be provided by Digital First who will arrange repairs with a designated service centre at our own expense. Please be aware that all warranties cover parts and labour of cameras and lenses due to breakdown and do not cover accidental damage caused.
For purchases made before the 1st February 2010:
A two year warranty is provided. Always return your camera or lens to Digital First. Failure to do so will cause delay and you may incur personal costs imposed by the manufacturer’s service centre. In the first 30 days, return the camera or lens to Digital First only for exchange or repair. The first year is covered as per the manufacturer warranty conditions. In the remaining 11 months parts and labour warranty coverage will be provided Digital First who will arrange repairs with a designated service centre at our own expense. Please be aware that all warranties cover parts and labour of cameras and lenses due to breakdown and do not cover accidental damage caused.
Together with the Terms of Sale this Returns Policy forms part of a legally binding contract between us and you which you accept whenever you buy goods from us. In the event of a conflict between the Terms of Sale and this Returns Policy, the Terms of Sale will apply.
Cancelling your order
You can cancel your order for goods at any time before the goods are despatched to you. You will know when your goods have been despatched as you receive an e-mail informing you of this (the "Despatch E-mail").
You may also cancel your order following despatch of the goods under the Consumer Protection (Distance Selling) Regulations 2000 by notifying us (as set out in section 4 below) within 7 working days of the date on which the goods are delivered. This is known as the "Cooling-off Period". This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund equal to the price paid for the goods. If your order comprises more than one item you can cancel and return any of the items individually or in combination.
Faulty Goods
Nothing within this Returns Policy affects your rights under law and in particular you will always be entitled to return goods to us for a full refund if they are not of satisfactory quality or reasonably fit for their purpose and are returned within a reasonable time. Please contact us within 30 days of delivery if you find a fault with your goods.
Goods Damaged In Transit
If you have items which have been received damaged, you must contact us within 72 hours of receipt. Failure to contact us within this period will void any claim we will have against our carrier and indicate to us you have accepted the goods. After the 72 hours from receipt of goods has elapsed, it will be deemed you have accepted the goods and no claim for damage goods will be entertained.
How to cancel your order and return goods
If you wish to cancel your order or return goods please e-mail us at returns@digitalfirst.co.uk. Alternatively you may write to us. You will need to include your order number in the written notice by post or e-mail and clearly specify which goods you wish to return and why. You may use the returns form at the end of this policy if you wish. Although this is not a requirement it will help us process your request more quickly.
Where you cancel your order after the goods have been delivered you agree to return the goods to us by adhering to the following procedure:
- You agree to return the goods in full, in a resalable condition and securely packaged (properly repacked in their original packaging if they were removed from it). This applies equally to any free gifts provided with the goods.
- You agree to pay the costs for returning the goods.
- You are responsible for the risk of returning the goods and therefore we strongly recommend that you use an assured delivery method.
- If you do not return the goods after cancelling the contract we may charge you for the cost of recovery.
If you notify us within a reasonable period of time and endeavour to notify us within 30 days of delivery, that the goods you have received are faulty, we may offer to repair or replace your goods. We will send replacement goods by standard next day delivery only.
In all cases we reserve the right to inspect the goods and verify the fault and, if no fault is found return the goods to you. If non-faulty goods are received and it is discovered that the problem is due to your failure to take reasonable care of the goods you may be charged third party administration costs, for example to cover the costs involved in carrying out laboratory testing of the faulty goods. We shall notify you of these costs in advance.
Please bear in mind that it will take time to carry out a repair. We will aim to carry all repairs out within 28 days of receipt of the returned goods however in some circumstances it will take longer. This will depend on a number of issues including the manufacturer, the complexity of the problem, and the availability of any parts that need to be replaced. Updates on the progress of repairs can be obtained by emailing returns@digitalfirst.co.uk. [We regret that our Customer Service Helpline will not be able to advise you on such issues.]
Taking reasonable care of the goods
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. Examples of a failure to take reasonable care of the goods may mean that they cannot be resold as new. We reserve the right to apply a charge of 10% of the price you paid for the goods, which you agree we may discount from your refund for the goods. We can only re-sell opened or used goods at a significantly discounted price and the 10% charge is your agreed contribution to our likely loss on these goods.
Please note that are not required to accept returns of opened software under the terms of the Distance Selling Regulations 2000. If the fault is due to physical damage which appears to have happened during transit, you should return the goods in question to us and we will issue you with new software but only provided the software is unopened. You should make all reasonable attempts to examine the goods before removing the protective covering.
If the goods are damaged whilst in your care, if you fail to return all parts of the goods or otherwise if your failure to take reasonable care of the goods means that we reasonably believe that resale will not be possible at all, you agree that we may withhold payment of all or part of the refund in respect of the goods as compensation for our loss on these goods.
This section does not take away any right you have under law.
Refunding your money
We will make all refunds to the card used for payment.
Where you cancel your order before delivery, notify us within the Cooling-off Period or notify us that the goods you have received are faulty your refund will include the cost of the returned goods less any charges for failure to take reasonable care of the goods and any collection fees.
We will refund your payment for the returned goods as soon as possible and in any case within not more than 30 days from the day we receive the items and accept them into our system.
Your consumer rights
This Returns Policy does not take away any rights you may have under consumer law.