CountLab 2 Tech Support

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Returns Policy

We sell commercial equipment and therefore any order accepted is classed as a "business to business" transaction. These transactions are not covered by public consumer law, but by business law. By ordering from Shopstuff UK Ltd either online, over the phone, on our other channels such as eBay and amazon or in person in our showroom you are accepting that the transaction is "business to business" and that the item ordered is being used in a trade, business or profession associated to you and not for personal use. We have extensive information on all our products online and remember you can call us before ordering to double check suitability. We have included extensive product information and in some cases demonstration videos to encourage all customers to order the correct machine for their requirements. Alternatively, we have a showroom you can visit to see goods before purchasing (please call beforehand to check item availability). Please note showroom prices may vary from some of the internet exclusive deals available.

We have compiled a list of ‘returns scenarios’ and the costs associated within them –

Can I cancel an order for a standard product that hasn’t been dispatched yet?

On certain products yes you can, but any refund given will be subject to a minimum administrative charge of £10 + vat. We incur bank card processing charges on the final vat inclusive invoice amount as soon as the order is placed, which we cannot recover. This charge covers the initial bank fees incurred and the bank refund fee charged to us and the administration for initially processing your order and the refund. Orders for certain items cannot be cancelled, see list below of items that cannot be cancelled.

Can I cancel an order for a programmed till that hasn’t been dispatched yet?

Yes you can, but any refund given will be at the price of the till on our Bronze service shown on the web site as we will have incurred bank card processing charges, labour costs involved with programming your till and administration charges with processing set up sheets etc. When a programmed till is ordered, the stock is allocated to you, we unbox the till, install batteries and place it on a PDI test awaiting your set up sheet, please ensure that you can fill out and return the set-up sheets before making your purchase as once unboxed we are unable to sell this till as new and it will be offered as a catalogue return.

Can I cancel an order for a product that has been dispatched, but not yet received?

On certain products yes you can, but we will have incurred courier charges to send and then re-route your item back to us, we will also have incurred card processing charges when you placed your order and again to process the refund none of these are we able to claim back. Once returned the machine will be classified as a catalogue return and offered at a lower selling price due to condition of the outer box. The charges below cover our loses as described above and depend on if the product was a standard shipped product or has been customized to your personal requirements as additional labour has been incurred.

Programmed Till:- refund amount web site Bronze price less 20%, £10 bank charges & £20 courier charges.

Bronze Price Till:- refund amount web site Bronze price less 20%, £10 bank charges & £20 courier charges.

Can I return an item that I have ordered in error, doesn’t fit or that I simply don’t want?

Within a strict 7 day time frame, certain products can be returned, but we will offer your returned item as a catalogue return only at a lower selling price, so to cover our already incurred courier, bank and lower selling price the following refund charges are applied.

Refund amount Web site Catalogue Return price less 30%, £10 bank charges & £10 courier charges.

Ordered in error returns can only be accepted on unused tills within 3 days of delivery and it’s the customers responsibility to ensure the till is returned to us undamaged and ready for sale as a catalogue return. Please contact us if you want to change your till for a different model as in some situations we are able to offer this as an alternative option.

All other accepted items must be returned within 7 days (from invoice date).

All dimensions and manufacturer information are supplied in the product listing, if you have any doubts about the suitability of the product you can call us, email us or visit our showroom to discuss prior to ordering. Please note that all transactions with ourselves are solely commercial business to business transactions.

Please note that the following items cannot be returned due to them being either special order items, customised items, items that are realistically unable to be re-sold or offered at a price where we have removed the right to return due to it’s pricing:

Shelving
Slat wall panels and fittings
Mannequins
Barcode labels & printed labels
Cash registers and scanners supplied on Bronze service
Software
Consumables such as till rolls, ink rollers
Cash register spare parts
Technical support packages
Programming or labour charges

Can I return an electronic item (such as a cash register) that develops a fault within the first 7 days?

Yes, you can. All of our electronic items are supplied with a 12 months return to base warranty, supported by the manufacturer after 7 days we deem you to have inspected accepted the goods.

If you think your item has developed a fault within the first 7 days please report the fault to us using the Contact Us page on this website. One of our technicians will contact you to diagnose the problem. Should they be unable to resolve the problem remotely the returns process will be initiated:
1. Customer downloads fault returns form from our website
2. Customer prints out & completes returns form
3. Customer securely packages and protects the item in the original packaging with all sundry parts so it can be delivered back to us exactly as it was received
4. Customer returns to item to the returns address provided (at their own cost)
5. One of our technicians will inspect the returned item and assess the problem.
6. If the machine is accepted by our technician as faulty you will be entitled to a full refund or replacement item – we’ll give you the choice*.
7. If the item is found to be non-faulty or simply down to customer operational error then no replacement or refund will be offered. You can collect the machine off us at your expense or we can return it to you for £15 + vat. We won’t charge you for the technician’s time inspecting the machine.

Please note that we have a zero-tolerance policy of verbal, written or physical abuse to our staff. If you are aggressive in your communications with us we will deem any product to be non-faulty and any error to be caused by mis-use of the equipment – no refund or replacement will be offered. Any technical support in place will be cancelled without refund.

*If items are returned with any parts missing we will refund less charges for the missing parts.

What if my machine develops a fault within 12 months?

All of our new electronic items are supplied with a 12 months return to base warranty, usually supported by the manufacturer.

If you think your item has developed a fault within the first 12 months of ownership please report the fault to us using the Contact Us page on this website. One of our technicians will contact you to diagnose the problem. Should they be unable to resolve the problem remotely the returns process will be initiated:
1. Customer downloads fault returns form from our website
2. Customer prints out & completes returns form
3. Customer securely packages and protects the item in the original packaging with all sundry parts so it can be delivered back to us exactly as it was received
4. Customer returns to item to the returns address provided (at their own cost)
5. One of our technicians will inspect the returned item and assess the problem.
6. If the machine is accepted by our technician as faulty we will either repair, replace or refund.
7. If the item is found to be non-faulty then no replacement or refund will be offered. You can collect the machine off us at your expense or we can return it to you for £15 + vat. We don’t charge for looking at the machine.

What if my machine develops a fault after 12 months?

Although the machine will be out of warranty it may be repairable. To return an out of warranty cash register for inspection please order our ‘Out of Warranty Inspection Service’ product from this website. Once you have submitted your order you will be sent a returns form which you can print out and complete. You then return the machine to us in the original packaging with the completed returns form. Once our technician has inspected the machine they will advise whether the machine is repairable and what the estimated costs will be.

Can I return a non-electronic item (such as till rolls, ink roller, SD card, other consumables or cash register spare parts)?

No – unfortunately we are unable to accept returns on non-electronic items.

Further Information

Please note that all items with return to base warranties: shipping the items back to us is at the customer’s expense, as is collecting the items – unless they have developed a proven, and accepted fault. Unless otherwise implied, we nor the manufacturers offer advanced swap outs, replacements or loan machines, so you are advised to factor your own backup plan if the item purchased is critical for use, to cover the absence of machines, if being sent back under warranty.

Please take our returns policy into account before ordering.

To return a machine please download the correct returns form from the choice below. Please note that we will not accept any machines back without original packaging and a valid and correctly completed returns form. Returns MUST have our prior approval. To initiate the returns procedure please use the contact us information on the website.

Please note that we cannot be held responsible for loss of data or corrupt data. The customer is responsible for software compatibility and cable connectivity with their existing operating system. No technical support is provided with software – unless by specific prior agreement.

Any machine wishing to be returned after 7 days for whatever reason, can only be done so with the prior agreement of Shopstuff UK, however we are not bound to do so. Any return period after the 7 days will be treated as a hire and the appropriate hire charge made for this machine will be deducted from any refund or credit offered.

On certain product ranges we offer a hire service where you could try the machine before you buy. But if you are unsure on the compatibility, functions or how the machine operates please feel free to call us on 08456 44 22 10 before purchase. We will be more than happy to answer any questions. Most machines we offer are available for demonstration, inspection or trial in our showroom in Coventry before committing to purchase.

To return a machine please download the correct returns form from the choice below. Please note that we will not accept any machines back without original packaging and a valid and correctly completed returns form.

Please Click Here To Download "Ordered In Error Form"

Please Click Here To Download "Return For Inspection Fault Claim Form""

Please Click Here To Download "Return For Service Form""

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