Returns Frequently Asked Questions (FAQ)
What is Returns online and why is it better for me to use than emailing you to request a return?
A. We have developed Returns online so that you can request to return
something without the need to speak to one of our staff. The RMA from start to finish is handled on line so that you can see its status every step of the way.
I have tried to raise a request but your system tells me that I have to call someone else. Why is this?
A. In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker as you will be dealing direct.
I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?
A. Depending on circumstances it will not always be possible for wizardprice.com to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for us to accept part of your request
What is the best way for me to return my items to you?
A. We always advise our customers to use some form of delivery that requires a signature on delivery. The majority of items are returned to us using Royal Mail Special or Recorded Delivery as we are not responsible if the goods are lost in transit back to us.
I sent my item back to you but I didn't put the Returns number on the outside of the package as you requested, will this cause a problem processing my return?
A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of upto 30 days in processing your return. To avoid this delay, we recommend that if you wish to return goods you first obtain a RMA number by selecting ‘Returns’ from the ‘Account’ menu and following the instructions.
Am I able to use returns online to report other problems or issues that I am currently having?
A. The Returns section is designed for RMA requests only. Any other queries will be deleted.
I have received an incorrect item, what should I do?
A. You should raise an RMA using the Returns online system and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery or Special Delivery via Royal Mail), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly. Alternatively you can request that we collect the item from you using our courier, either add a note to the fault report when raising the RMA or raise an eNote, if we find the item(s) have been supplied correctly a charge may be incurred for the collection.
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