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Dealer Returns Policy and Procedure
Talking Shop 07/07
49
¼ Invoices will be raised for any promotional items that are not
returned with the corresponding phones.
¼ Avenir Telecom reserves the right to impose a penalty relating to
the exceeding of any CSG/CSS volume cap imposed.
3 Phones
3 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 3 operates a 14 day money back scheme and a 14 day
exchange policy but will only accept fully boxed/complete kit
for credit accompanied by a 14 day exchange reference
number. This must be obtained from 3 customer services while
your customer is present. All 3 returns must be accompanied
with a 3 Customer Return form filled out and completed
together with the disconnection reference
(if applicable). The handset and completed return form must
reach ATUK within 5 days of the disconnection taking place.
For further information please contact our returns team on
0208 731 4470. 3 and Avenir Telecom will only provide credit
on returns that are UNUSED. This means handsets that have
not been used to make or receive calls, send or receive texts,
have downloads or any other content and are not damaged.
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 All phones returned to Avenir Telecom must include all
components, accessories and/or auxiliary items that were
supplied at the date of sale. Should this not be adhered to, 3
are entitled to levy a charge against any customer of Avenir
Telecom for each missing component, accessories and/or
auxiliary items in accordance with the price list.
¼ 3 introduced a scheme to encourage 3 sellers to keep their
returns rate as low as possible. If the returns rate in a given
month exceeds 10%, Avenir Telecom reserves the right to
implement the following charges to any of its customers:
Disconnection rate
0% - 9.99% Neutral
10% - 14.99% ATUK will charge £20 per return
15% - 24.99% ATUK will charge £40 per return
25% + ATUK will change £50 per return
¼ Disconnected sim cards must be destroyed by the customer
upon disconnection and not returned for credit.
Repairs
Please note the following:
¼ Avenir Telecom is not an authorised repair centre for any make
of phone. Phones sent back for repair are out-sourced to
repair centres of our choice. This can take between 7-21 days.
¼ Phones sent in for repair that are found to be out of warranty
will be handled as follows: You will be contacted by fax or
phone with a quote. On receipt of the go-ahead or refusal the
phone will either be repaired, invoiced and sent back, or
returned un-repaired.
¼ All phones sent in for repair must be sent in an unlocked state.
An administration charge of £10 will apply for phones sent
with lock codes.
Please note a return carriage charge of £10 applies to all phones
sent in for repair.
Accessories/SIMs
Avenir Telecom only offers an exchange on a like for like basis on
any accessories.
¼ SIM cards can only be returned if faulty, within 30 days of
receipt.
¼ Orange Pay as you go connection packs require an Orange
Returns Authorisation number obtainable as outlined
previously in the Orange section.
¼ Accessories sent back must be accompanied by an Avenir
Telecom Returns Authorisation Form and the Avenir Telecom
invoice number (or copy of the invoice). If not, they may be
sent back and carriage charged accordingly.
Important changes to Avenir Telecom Terms
and Conditions
With immediate effect Avenir Telecom can no longer accept back
phones, accessories or SIMS which are not in our current stock or
Talking Shop brochure due to policy changes from all the
networks. No stock is sold on a sale or return basis and any
authorisation for return of stock is at the discretion of the Head
of Sales. All authorised returns must be sent back to us within 5
days of the Avenir Telecom Returns Authorisation Number being
given.
Contact Details:
Avenir Telecom Telephone: 020 8731 4470
Avenir House Fax: 020 8731 4478
Studio Way Email: returns@avenir-telecom.co.uk
Borehamwood
WD6 5NN