Our Online Returns and Refunds Policy

We know that you will be pleased with your purchases from ComputabilityRichmond.com. However, there may be occasions when you will need to return items to us. Refunds will be paid in the following Circumstances:

Non Receipt Of Items

If you have not received your items you must let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully both internally and with our carriers. Unfortunately we cannot investigate non receipt deliveries after this time has elapsed. Returns using your own method of delivery

If you elect to return the defective product to us using your own method of delivery, we will refund up to £3.50 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Items Faulty in Warranty Period

If any of your purchases develop a fault, and it's more than 28 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience which we recommend you use in order to correct the fault quickly. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer (unless otherwise stated)

Open-Box Items/Ex-Display

Please note that our open-box/ex-display stock is sold with 90 calendar days warranty only, and therefore any claims under the warranty after 90 days of receipt will not be accepted.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 14 days of receipt of the item. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at Ebuyer.com, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations and does not apply to business customers.(The Distance Selling Regulations do not apply to @work customers or our Business customers, @work customers have 5 days to return an item as not required providing it is unopened). The following items are not eligible for return: electronic software downloads and opened software.

Need to return an item?

You can request a return on the telephone, please call 020 3538 5693.

In addition to this policy you should also refer to our general Terms and Conditions of Sale. What is the ISO 13406-2 standard for LCD screen pixel faults?

All LCD displays sold at Ebuyer.com adhere to the ISO 13406-2 standard with regard to pixel faults. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced, within the terms & conditions of warranty. The below is relevant to Class II LCD panels. The standard of production techniques today cannot guarantee an absolutely fault free screen display. A few isolated constant lit or unlit pixels may be present. The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Native Resolution No. of Pixels No. of Million Pixels Acceptable Defects
1024 x 768 786,432 0.8 2
1280 x 1024 1,310,720 1.3 3
1600 x 1200 1,920,200 1.9 4
2048 x 1536 3,145,728 3.1 6

Returns FAQ

  1. I have tried to raise a request but your system tells me that I have to call someone else. Why is this?
    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.
  2. 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?
    Depending on circumstances it will not always be possible for us 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
  3. What is the best way for me to return my items to you?
    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.
  4. 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?
    If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then this might lead to delays of up to 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 calling us and following the instructions given.
  5. I have received an incorrect item, what should I do?
    You should raise an RMA from us on the phone, once your RMA has been accepted, you should 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 reimburse you for the cost of returning the item(s) back to us.

Returning items through the post, etc.

In the unlikely event you need to return your item, please return in the original packaging. If you have discarded this, then we can supply the packaging at additional cost. Returning items without suitable packaging may result in damaged goods on arrival here. We cannot be held responsible for damage in transit.