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Dealer Returns Policy and Procedure
Talking Shop 07/07
48
A completed Avenir Telecom Returns Authorisation Form must accompany all returns. There will be a delay in
processing and/or the goods will be sent back to any customer of Avenir Telecom should this not be adhered to.
In addition, a carriage charge will be invoiced to any customer of Avenir Telecom for any phones sent back to any
customer of Avenir Telecom, for not conforming to the policies/procedures as detailed below.
Sim-Free GSM Phones
Sim-free GSM phones are sold by Avenir Telecom on a non-return
basis. Sim-free GSM phones may only be returned for credit if
found to be faulty within 14 days of sale from Avenir Telecom, and
provided that the following conditions are met:
¼ Phones returned must be fully boxed and in new condition.
Avenir Telecom reserves the right not to credit any customer if
the original box is missing, damaged, marked, or had any
labels/stickers placed on it, or if any of the original contents are
missing,
¼ Phones returned after 14 days of sale from Avenir Telecom will
only be repaired (if necessary) and sent back to its customer(s).
Sim-free GSM phones which are not faulty or are found to be used,
and/or have lock codes in use, will be repaired (if necessary) and
sent back to its customer(s). In addition, Avenir Telecom will pass
on any charges incurred to its customer(s).
Orange Phones
Orange phones are sold on a non-return basis. However, Avenir
Telecom may, on occasion, on an ex gratia basis, accept returned
phones and will issue a credit accordingly. In such circumstances,
the following criteria will need to be met:
¼ Unconnected phones must be returned within 30 days from
date of purchase and any seal must be intact and unbroken.
¼ Unconnected phones returned must be fully boxed kit in new
condition. Avenir Telecom reserves the right not to credit any of
its customers if contents are missing, the box is damaged,
marked, has any adhesive stickers or labels affixed to it, or the
kit/box is considered to be in poor condition.
¼ All Orange phones being returned to Avenir Telecom must be
accompanied with the original sim card issued with the phone
from the original date of sale.
¼ Previously connected Orange phones may be returned to Avenir
Telecom and a subsequent credit will be issued, however you
must request a Return Authorisation number from Orange prior
to doing this. For handsets where the connection was made
after the 1st June 2005, credit will only be issued if the handset
has a valid Orange Return Authorisation Number as w
ell as an
Avenir Telecom Return Authorisation number. The Orange
Returns number is 07973 100272. The Orange Returns
Authorisation number must be requested within 14 days from
the date of connection, and any customer of Avenir Telecom
must subsequently return this to Avenir Telecom within 5 days
of collecting the Orange Returns Authorisation number.
¼ Dead On Arrival/Out of box failures can only be returned to
Avenir Telecom for credit provided an Orange Returns
Authorisation number has been obtained from Orange. Contact
Orange on 07973 100272 to obtain the Returns Authorisation
number.
¼ Phones returned will be credited either at the current selling
price or the invoiced price at the time of sale, which ever is the
lowest.
¼ Invoices will be raised for any promotional items that are not
returned with the corresponding phones.
¼ From the 1st June 2005 if the Orange Returns Authorisations in
a given month exceed 5% of the net new connections in the
preceding month, Avenir Telecom reserve the right to
implement the following charges to its customers account:
¼ 5-6.25% £10 per unit
¼ 6.25-7.5% £15 per unit
¼ 7.5%+ £20 per unit
Please note that all Orange phones are shipped with SIM cards
and these may not be exchanged i.e. each phone has a matching
sim and vice versa and these may not be swapped over with
other phones or SIM cards.
¼ Orange reserves the right to levy the following charges if in
any calendar month the number of handset re-signs which are
cancelled as a percentage of the number of handset re-signs in
the same calendar month exceed the thresholds set out
below:
¼ 5% or more but less than 10% = £20
¼ 10% or more = £50
This charge will be levied for each handset re-sign which is
subsequently cancelled. The percentages will be calculated in
respect of mobile devices supplied by Orange only.
T-Mobile Phones
T-Mobile phones are sold on a non-return basis. However, Avenir
Telecom may, on occasion, on an ex gratia basis, accept returned
phones and will issue a credit accordingly. In such circumstances,
the following criteria will need to be met:
¼ Unconnected phones must be returned within 30 days from
date of purchase and any seal must be intact and unbroken.
¼ Unconnected phones returned must be fully boxed kit in new
condition. Avenir Telecom reserves the right not to credit any
of its customers if contents are missing, the box is damaged,
marked, has any adhesive stickers or labels affixed to it, or
the kit/box is considered to be in poor condition.
¼ T-Mobile no longer operates any form of 14-day CSG, so no
goods will be accepted for credit under any 14-day CSG claims.
This applies to both PAYG and Contract.
¼ Avenir Telecom will reverse any credit given to any of its
customers should any returned phones be subsequently
refused credit by the network. Avenir Telecom would like to
remind you of the importance for all its customers to ensure
that stock is rotated and connected.
¼ T-Mobile now operates a returns cap for all phones returned.
This will apply when the total number of phones returned to
Avenir Telecom exceeds 4.5% of the total net connections in
the month. Any phones returned in excess of the cap will be
subject of a charge of £80.00 per phone and a corresponding
invoice will be raised to the relevant Avenir Telecom customer
and will become immediately due upon
presentation.