Overview

Spares Mountain will always supply parts based upon the information provided by the customer during the enquiry process; the company may not accept returns if this is subsequently found to be incorrect.

Before any part can be returned, an authorised returns number is to be obtained from Spares Mountain; failure to obtain a returns number may result in the part being refused for credit and returned to you.

Customers are advised to always obtain Proof of Posting in case of loss in carriage, as the company will not accept credit for any items lost in transit to us. Where this occurs, the customer should claim for loss against the carrier used.

Returns numbers will not be issued after 14 calendar days (from invoice date) unless the item to be returned is a warranty claim. Once a returns number has been issued, all parts need to be returned within 7 days – no credits will be issued after this period. Returns carriage will be at the customer’s cost unless the reason for the return is due to an error by Spares Mountain.

UNDER NO CIRCUMSTANCES will the company consider any credit beyond 30 days from the original supply.

Faulty Parts – the following information may be required:

  • Warranty on all parts is dependent on the manufacturer’s policy; this may be between 3 and 12 months. (Please contact us for the correct warranty period for any faulty parts).
  • Date that the part was fitted when it failed.
  • All faulty parts must be returned with a detailed engineer’s report explaining the fault.
  • Confirmation that the part was fitted by a qualified engineer trained to work on the manufacturer’s equipment.

Damaged Parts

Spares Mountain must be notified within 24 hours on receipt of all damaged parts. All damaged parts need to be returned in their original packaging.

Parts that are No Longer Required

A re-stocking charge of 25% will be applied for all stock items; however, parts that need to be returned to their respective manufacturers may have a different re-stocking charge. Printed circuit boards (PCBs) will not be accepted back for credit unless agreed with Spares Mountain. Special order items (marked as non-returnable on Invoice) will not be accepted back for credit.

Duplicated Orders

Duplicated orders due to a Spares Mountain error will be issued with a full credit. Duplicated orders that are customer errors will be subject to a 25% re-stocking charge for stock items; however, parts that need to be returned to their respective manufacturers may have a different re-stocking charge. Special order items (marked as non-returnable on Invoice) will not be accepted back for credit.

Picking Errors

All picking errors must be notified within 24 hours of receipt of order; full credit will be issued where necessary.

Incorrectly Ordered Parts

A re-stocking charge of 25% will be applied for all stock items; however, parts that need to be returned to their respective manufacturers may have a different re-stocking charge. Printed Circuit Boards (PCBs) will not be accepted back for credit unless agreed with Spares Mountain. Special order items (marked as non-returnable on Invoice) will not be accepted back for credit.

Incorrectly Supplied Parts – the following information may be required:

  • All information on the appliance, including model and serial number to verify the information given.
  • Who provided the parts information – Spares Mountain, Manufacturer, etc., and how it was requested (e.g., fax, telephone, or email).

NB: Where customers self-identify parts (from whatever source – e.g., technical drawings, Spares Mountain website, other websites, etc.) they are advised to always confirm compatibility with their equipment with Spares Mountain at the time of order. Failure to do this may restrict their ability to return the item if it is subsequently found to be incompatible. Credit notes, when issued, will remain valid for a period of 6 months from the date of issue.

Special order items are non-stock items, or items that cannot be returned to our suppliers. It is recommended that you check the return status of parts when ordering.

ANY FAILURE TO COMPLY WITH THE ABOVE WILL RESULT IN CREDIT BEING REFUSED

 

Need help?

Contact us at info@SparesMountain.co.uk for questions related to refunds and returns.