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BAUM UK: Refund Policy

This document outlines the Returns Policy of Baum Retec (UK) Ltd when selling directly to non-business consumers.

Please Note: Business-to-business sales are covered by different rules which should be clarified at time of purchase.

This policy document was last amended on 1st March 2016

General Outline:

Baum Retec (UK) Ltd do not have store front purchases and so all sales are dealt with as off-premises purchases.

Baum Retec (UK) Ltd make every effort to ensure that the goods you receive are in full working order and are as described in sales information.

All products are individually tested to ensure they are working fully at the point of dispatch.

We do understand that on occasion things can go wrong and we therefore abide by the Consumer Rights Act 2015, a summary of which is outlined below.

What Are Your Consumer Rights When Purchasing Physical Goods off-premises

The Consumer Contracts Regulations 2013 state that you can change your mind and get a full refund within 14 days of receipt of goods. You may remain liable for any shipping and administration costs.

The purchased items should also be returned in their original unopened state for this rule to apply.

The Consumer Rights Act 2015 states that goods must be as described, fit for purpose and of satisfactory quality.

During the expected lifespan of your product you're entitled to the following:

up to 30 days - If your goods are faulty, you can get a refund.

✓ up to 6 months - If it can't be repaired or replaced, then you're entitled to a full refund in most cases.

✓ up to 6 years - If the goods do not last a reasonable length of time you may be entitled to a partial refund.

(The above applies to physical products only. The rules for non-physical products, such as training or software, are described below).

What Are Your Consumer Rights for Off-premises Purchases of Services

The Consumer Contracts Regulations 2013 state that you can cancel your order within 14 days. If the service has already started or completed within this 14 days, then you would reasonably be expected to pay for any service already delivered.

The Consumer Rights Act 2015 states that you can request a repeat or additional fulfilment if the service is not carried out with reasonable care and skill. You might also be able to claim a partial refund where the service has been delivered below expectation.

✓ If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.

✓ If a time hasn't been agreed upfront, it must be carried out within a reasonable time. 

(The above applies to the delivery of services such as training only. The rules for Digital Products such as software are described below).

What Are Your Consumer Rights for Off-premises Purchases of Digital content?

The Consumer Contracts Regulations 2013 states that you can claim a full refund within 14 days if you haven't already started the download or installed the software product. If the product has been downloaded or accessed and you were informed that this would void any warranty, then you are not entitled to a full refund.

The Consumer Rights Act 2015 states that digital content must be as described, fit for purpose and of satisfactory quality.

✓ If your digital content is faulty, you're entitled to a repair or a replacement.

✓ If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some, or all of your money back.

✓ If you can show the fault has damaged your device and we haven't used reasonable care and 

skill, you may be entitled to a repair or compensation.

The above is a summary of your key rights. If you have any issues whatsoever, you should always attempt to contact us in the first instance at:

BAUM Retec (UK) Ltd
Hamilton House,
Mabledon Place,
London, WC1H 9BB

Phone: 0800 0433199

For detailed impartial information please visit www.citizensadvice.org.uk or call 03454 04 05 06.

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