Returns Help

To return a product, please first read though the following Terms and Conditions.

Return Policy ::
We know that you will be pleased with your purchases from susupplies.com. However, there may be occasions when you will need to return items to us.

Items Damaged in Transit ::
If any items were damaged in transit, we ask that you report it to us within 48 hours (please note that this is 24 hours for our business customers). If the items are visibly damaged on receipt, sign the carrier's delivery note accordingly as no claim can be made against the couriers otherwise.

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 (see below).

For mail order goods, we will only refund postage up to £6.99 on defective items within 30 days of purchase, after this period back to base warranty applies.

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 30 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.

Open-Box Items (Used) ::

Please note that our open-box (used) 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 or incompatible ::

If you have simply changed your mind about any item ordered or the product is incompatible with your equipment 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 10 days of receipt. The item must not be used and must be 'as new' and unopened/used when returned to us.

Once you've informed us that you wish to return goods under the DSR, you have 30 calendar days to do so, at your own expense.

Once the item is received at aristacomputers.com, we'll issue a full refund for the product to your original payment method minus any original delivery charges and restocking fee's.

Please note this policy has some limitations and does not apply to business customers.

Need to return an item? ::

You can request a return using our easy to use, online returns system which is accessed via your account.

Simply login to your account and view your previous orders, select the order the product was purchased on and click the "View" button.

You willnow see the Order Information, locate the product and below this you will see a link "Need to return this product", simply click this link and complete the easy to use returns (RMA) form.

In addition to this policy you should also refer to our general Terms and Conditions of Sale.

Returns Frequently Asked Questions (FAQ) ::

Q. What is Online Returns and why is it better for me to use than calling you to request a return?

A. We have developed Online Returns so that you can request to return something without the need to speak to one of our staff and therefore making the process quicker and available 24 hours a day, 7 days a week.

The RMA from start to finish is handled online so you can also see its status every step of the way.

Q. I have tried to raise a request but your system tells me that I have to call someone else. Why is this?

A. 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.

Q. What is the best way for me to return my items to you?

A. 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 Recorded Delivery.

Q. 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?

A. If there is no Returns Merchandise Authorisation number ("RMA") on the outside of the package then there is a good chance that this will lead to delays of up to 7 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 selecting ‘Need to return this product’ from the ‘Account / Previous Order / View’ menu and following the instructions.

Q. Am I able to use returns online to report other problems or issues that I am currently having?

A. The Returns section is designed for RMA requests only. Any other queries will be deleted.

Q. I have received an incorrect item, what should I do?

A. You should raise an RMA using the Online Returns system and return the item to us using a traceable and insured delivery agent (e.g. Recorded Delivery), please enclose a proof of postage receipt and we will fully reimburse you for the cost of the returning the item(s) back to us on the understanding that the item(s) has been supplied incorrectly.

Either add a note to the fault report when raising the RMA or raise an support ticket, if we find the item(s) have been originally supplied correctly a charge may be incurred.