Warranty’s & Returns

iDeal EPOS Hardware Warranty 

1. Subject to clause 14.5, in relation to any new Hardware purchased directly from iDeal EPOS, and that is manufactured by iDeal EPOS,
iDeal EPOS warrants that such Hardware will be of good, satisfactory quality and free of any material defects for a period of 12 months
from the date of the delivery of the Hardware to the Customer.
2. Subject to clause 14.5, in relation to any refurbished Hardware purchased directly from iDeal EPOS, iDeal EPOS warrants that such
Hardware will be of good, satisfactory quality and free of any material defects for a period of 90 days from the date of delivery of the
Products, unless it is sold as ‘like new’ where it will have a warranty period of 12 months from the date of the delivery of the Products.
3. Each of the 12 month long warranties under clauses 14.1 and 14.2 are “Limited Warranties​”.
4. Any third party hardware purchased through iDeal EPOS, will be subject to its own Warranties provided by their manufacturers details
will be given to the customer when placing the order.
5. The Customer may choose to purchase an “Extended Warranty​” within the Limited Warranty period. This Extended Warranty confers
the same rights as the Limited Warranty, but shall apply for a period of three years from the date of the original delivery of the Products
to the Customer.
6. Notwithstanding the above clauses, the warranties stated in this clause 14 shall not apply to:
1. any third-party hardware. Third-party hardware is any hardware that is not manufactured by iDeal EPOS, or any Hardware
which is not branded with the iDeal EPOS name and/or logo;
2. any Hardware that has been tampered with, repaired and/or modified by non-authorised personnel;
3. any Hardware where the warranty seals have been broken or altered;
4. any damage (accidental or other) to the Hardware that is cosmetic (meaning that damage that does not impact the operation
and functioning of the Hardware), including rust, change in colour, texture or finish, wear and tear and gradual deterioration;
5. any damage to the Hardware caused by war, terrorism, fire, accident, natural disasters, intentional or accidental misuse,
abuse, neglect or improper maintenance, use under abnormal conditions, accidental drops, spills, or power surges;
6. any damage to the Hardware caused by improper installation, connection or malfunction of a peripheral device such as a
printer, optical drive, network card, or USB device;
7. any damage to the Hardware through the Customer’s neglect to protect the Hardware, Software or System from viruses;

8. any damage to the Hardware caused by an external electrical fault or any accident;
9. fraud, theft unexplained disappearance or wilful acts;
10. liquid or fluid damage or contamination of any kind; or
11. any damage caused by user error such as malware, uninstallation, other programs, mistreatment or any software problems
that are caused by use of anything other than iDeal EPOS Software.

7. If the Customer believes that the Hardware contains a fault that is covered by the warranties provided herein, the Customer must
report the issue to iDeal EPOS in writing within the applicable warranty period and, at the Customer’s expense, return the item to iDeal
EPOS for inspection. Within 28 days of receiving the Hardware in question, iDeal EPOS will examine the item and if covered by the
warranty, at iDeal EPOS’s discretion, iDeal EPOS will either replace the Hardware with one of similar performance and capabilities or
repair the Hardware. If a device fails outside of the first 30 days of original purchase, iDeal EPOS retains the right to replace or repair
the Hardware with refurbished or remanufactured parts. If iDeal EPOS determines that the Hardware is outside of the warranty rights,
iDeal EPOS will, at the Customer’s request, prepare a quote for repair or replacement of the item in question. The Customer can then
choose to pay for the repair or replacement or to have its original Hardware returned to it (at the Customer’s expense).
8. Where iDeal EPOS replaces or repairs Hardware under warranty, or as a chargeable out of warranty service, the repaired or
replacement Hardware inherits the remaining warranty period from the original Hardware. If the original Hardware has less than 30
calendar days of warranty remaining, the replacement or repaired Hardware will receive a warranty of 30 calendar days.
9. If any new Hardware fails within the first 30 days of its original purchase, and is covered by a warranty, iDeal EPOS will replace the
device with new Hardware, at iDeal EPOS’s expense.

Swap It service

1. If the Customer has purchased a Support Plan, and where the Hardware is covered by a Limited Warranty or Extended Warranty, the
Customer is entitled to have its Return to Base warranty upgraded to the Swap It service.
2. If the Customer notifies iDeal EPOS prior to 2.00pm (GMT) on a Working Day of a fault with the Hardware, iDeal EPOS will arrange for
a courier to deliver replacement Hardware (of a similar specification to the original) to be delivered the following Working Day.
3. When the courier delivers the replacement Hardware, they will collect the failed Hardware. The courier will not leave the replacement
Hardware without taking away the failed Hardware. The courier will allow a maximum of 15 minutes for the replacement to occur. It is
not possible to arrange a specific time of day for the replacement to occur.
4. If iDeal EPOS is notified of the need for a Swap It after 2.00pm (GMT) or on a non-Working Day, the replacement Hardware will be
delivered within two Working Days’ time.
5. The Swap It service is only available for addresses in the UK. For all addresses outside of the UK the Customer must use the Return
to Base option.
6. The Swap It service may not be available on Hardware for which there is no iDeal EPOS warranty, for example third-party products not
manufactured by iDeal EPOS.
7. If Hardware fails outside of the first 30 days of original purchase, iDeal EPOS retains the right to replace or repair the Product with
refurbished or remanufactured parts.
8. The Customer, wherever possible, must also provide the serial number of the Hardware to be swapped when requested by an iDeal
EPOS support agent. Failure to do so may result in a refusal of the Swap It case.
9. When Hardware is returned to iDeal EPOS via a Swap It, iDeal EPOS will inspect the device to ensure that it should be replaced under
warranty. iDeal EPOS only offers the Swap It service to Hardware that is covered by an iDeal EPOS warranty. Whilst iDeal EPOS tries
to validate the warranty status before agreeing to perform a Swap It, there are occasions where iDeal EPOS perform a Swap It on
Hardware that are not covered by warranty. If it is found to be out of warranty iDeal EPOS reserves the right to raise an invoice, due
immediately, for the Customer to pay the replacement cost.
10. Hardware can be out of warranty for many reasons, including (but not limited to):
1. the warranty period has expired;
2. any of the circumstances of clause 14.5 apply; or
3. improper or insufficient cleaning and maintenance.
11. If the Hardware returned is found to be in working condition but in a poor and unreasonable state of cleanliness, the Customer will be
billed for cleaning the Hardware at a fixed rate per item.

Refunds and return of the Products
1. No return or refund will be issued by iDeal EPOS unless the complaints procedure outlined in clause 17 is followed.
2. The Software licence fee is strictly non-refundable.
3. Any returned Products should be packed in the original packaging, with all boxes, leads, discs, adaptors and manuals. iDeal EPOS
reserves the right to charge for any damages caused in transit due to poor packaging.
4. iDeal EPOS Systems and Software sales are excluded from the standard returns policy due to the considerable costs in configuration,
personalisation, training and dispatch. These items are strictly non-refundable.
5. Any money paid to third parties for any modifications made to the Software at the Customer’s request shall also not be refunded to the
Customer.
6. iDeal EPOS will not process a return where any of the following apply:
1. Customer or staff training needs, i.e. where the Customer is not understanding or using the System properly;
2. the Customer not properly researching or qualifying the purchase;
3. functions that are not present or work differently than other products available in the market;
4. compatibility with third party items/systems;
5. Products that have been dispatched, configured, personalised and used;
6. the Customer shutting down the business or where the Product is surplus to requirements after delivery;
7. orders that contain bespoke or custom equipment;
8. operational problems that arise from the Customer’s internet connection / local network or other environment problems that are
out of iDeal EPOS’s control;
9. the Customer accidentally damaged the Products after delivery;
10. the Customer or a third party has misused the Products and damaged them;
11. the Customer or a third party has tried to open or tamper with the Hardware in some way;
12. the Customer no longer requires the Hardware and the Customer has personalised it;
13. if the item is sold as faulty via iDeal EPOS’s auctions or clearance;
14. if the item is part of a custom or large order;
15. the item is not returned in its original packaging;

16. the Customer has not paid the annual Software licence fee; or
17. the Products are not in ‘as new’ condition upon their purchase by the Customer.
7. iDeal EPOS shall assess the return request by using the following process:
1. iDeal EPOS shall use reasonable endeavours to understand why the Customer feels the Product is ‘unfit for purpose’ and
attempt to reasonably resolve any issues when highlighted by the Customer via remote desktop;
2. iDeal EPOS shall attend the Customer’s business premises if the situation cannot be resolved remotely to perform a site
survey and on-site training or repair. This may be subject to a charge; and
3. once the issue is identified, iDeal EPOS must be given reasonable time to resolve the issue (and with the Customer’s
assistance (where applicable) to do so).

8. The Customer is responsible for the delivery of the Products back to iDeal EPOS at the Customer’s expense, and only after the
Products have been checked by an engineer of iDeal EPOS, will any payment be agreed upon and released. Reasonable return costs
(at the cheapest available rate) will be refunded by iDeal EPOS where a fault is identified.
9. Refunds will only be made after reasonable endeavours have been made by iDeal EPOS to resolve the issue.
10. In the event of a return, refunds, credit notes and exchanges can only be made to the card account or business/person that made the
order originally, and these will be processed within 28 days of the item’s return to iDeal EPOS.
11. For any payments made through a finance company, iDeal EPOS is only able to refund any amounts due via the finance company’s
instruction in writing.
12. Any amounts paid for on-site installations, product imports, support payments, postage, module integrations and repair and labour cost
are non-refundable.

Complaints Procedure

1. iDeal EPOS endeavours to ensure that all Customers are satisfied with their purchase, however, where problems arise the Customer
commits to following the complaints procedure in this clause.
2. If the Customer is not entirely satisfied with the Products and/or Services, its first action should be to contact the iDeal EPOS support
team. Contact details are available at https://idealepos.co.uk/contact-us/.
3. If the issue has not been satisfactorily resolved, the Customer should then make a written complaint either by email to
support@idealepos.co.uk or by post to: Complaints, iDeal EPOS, 18, Crosby Road North, Liverpool, L22 4QF.
4. Written complaints should include full details of the situation and the nature of the Customer’s complaint. Additionally the Customer
should ensure that it provides the best contact details to reach them on.
5. iDeal EPOS will respond to the initial written complaint within two Working Days, confirming that iDeal EPOS has received the
Customer’s complaint and advising the Customer of which iDeal EPOS manager will be managing the resolution.
6. The assigned manager will endeavour to resolve the Customer’s complaint as quickly as possible, working with the Customer to
understand all aspects and come up with a proposed resolution where a fault is identified.
7. Once the proposed resolution is understood, the assigned manager will write to the Customer documenting the resolution and
rationale behind the decision.
8. Should the Customer still not be happy with the resolution provided, the Customer should contact the assigned manager and notify
them that it wishes to escalate the complaint further. No claim will be valid unless the Customer firstly follows the above process.
9. All sales are bound by the terms of this Agreement and iDeal EPOS asks that the Customer read the full Agreement before raising a
complaint. Please note that whilst the Customer’s statutory rights are not affected, this is a business-to-business transaction, and is
therefore not governed by consumer law (such as the Consumer Rights Act 2015).
10. PLEASE NOTE: iDeal EPOS does not tolerate any abusive, offensive or inappropriate behaviour or intimidation towards its staff. In the
event that the Customer does not treat iDeal EPOS’s staff in a courteous and professional manner at all times, iDeal EPOS reserves
the right to cease all correspondence with the Customer and provide this as evidence of non-cooperation and bad faith in any
subsequent legal proceedings.