1.0 Product Returns

Our aim at Server Room Environments is to have zero returns but we recognise that occasionally you may need to return a product to us.

Any return is subject to our sales terms and conditions (in particular sections 12 and 13) and managed as part of our ISO9001 quality management system. All returns must follow the Returns Procedure to qualify for a credit, refund, swap-out or replacement.

1.1 Returns Policy

Customers within the European Economic Area (EEA) who purchased from the Server Room Environments website are protected by the UK government Distance Selling rules. This means that a website customer has 14 calendar days from receipt of the ordered items to cancel because they changed your mind. This does not apply to ‘Made to Order’ goods which are non-returnable as client specific. For customers outside the EEA product returns must be by approved and a full refund is not guaranteed.

1.2 Transit Damaged or Faulty Products

When you receive your goods from Server Room Environments the delivery driver will ask you to sign for receipt. Please inspect the goods packaging before signing for any sign of damage. If you suspect damage or see visible signs, do not accept the goods and ask for them to be returned to us and notify us.

When you open the packaging please also inspect the products for any sign of damage. Suspect products must not be connected, tested or commissioned.

If you receive damaged or faulty products, please notify the Server Room Environments service team within 3 calendar days in writing by emailing us or raising a support ticket. On receipt of your notification Server Room Environments will advise whether a replacement product will be despatched and the original goods collected or whether one of our service engineers will visit site.

1.3 Product Returns Procedure

All returns to Server Room Environments must be accompanied by a Returns Note attached to the packaging. This will have a Returns Number printed upon it together with the address to return the product to. Server Room Environments retains the right to reject returns that do not follow this procedure.

To obtain a Returns Number and the warehouse or workshop address to return the products to, please contact the Server Room Environments service team or request an RMA number. The products to be returned, must be packed into their original packing and made secure, with correct address labelling and display of the issued Returns Number. Please enclose a copy of your original delivery note or sales invoice for reference. If the original packing is not available or is damaged, suitable packaging may be made available by Server Room Environments.

Upon receipt of your returned products, the Server Room Environments team will book the goods into our service workshop for inspection and processing by one of our service engineers.

1.4 How Long Does It Take To Process A Return?

It can take up to 10 working days, from receipt of your products at the Server Room Environments workshop or the service centre of the manufacturer, to be processed. Our service team aim to make this process as efficient and fast as possible. When processed and approved, any refund due should be within 5 working days. If you do not see the refund on your card or within your bank account within 10 working days please contact us.

1.5 Return Material Authorisation (RMA) Numbers

All returns must be authorised for delivery to one of our warehouses.

To start the process, please request an RMA number.

1.6 Return Costs

Our service team will normally arrange product collections so that you do not incur any costs. Occasionally we may ask you to send the goods back and we will either refund the carriage costs in part or in full, or credit your account with SRE reward points.

Please contact our Projects Team for any further information.