GLOBAL VIRTUAL INFRASTRUCTURE AND DEPLOYMENT EXPERTS

Returns Policy

Returns Request Form

  1. GENERAL CONDITIONS FOR RETURNS
    1. Every request for return of product must be addressed in writing via email.
    2. Product can only be returned once Customer Support has issued a valid RMA number.
    3. An RMA number is valid for 10 days after its issue by Customer Support; consequently the concerned products must be returned to Viadex Ltd within that period of time.
    4. Only product purchased at Viadex Ltd can be returned. Verification may be made via invoice number and date and in some cases on the serial number detailed on the invoice.
  2. REASONS FOR RETURNS
    1. DOA (dead on arrival)
      1. The DOA conditions for any product reflect those of the manufacturer.
      2. Viadex Ltd does not offer any warranty other than that granted by the manufacturer to Viadex Ltd. Consequently, the warranty conditions provided by Viadex Ltd will be an exact copy of the manufacturer's.
      3. In some cases, the manufacturer’s warranty conditions specify a third party address to which DOA items must be returned. In these cases Viadex Ltd will not accept receipt of returned goods.
    2. Defective products
      1. Viadex Ltd does not offer any warranty other than that granted by the manufacturer to Viadex Ltd. Consequently, the warranty conditions provided Viadex Ltd will be an exact copy of the manufacturer's.
    3. Incorrect deliveries by Viadex Ltd
      1. Account Manager must be notified of all incorrect deliveries within 5 working days within date of delivery.
      2. Only products in their original condition and without damages to the box will be accepted for return.
  3. Returns conditions
    When returning the product please note the following guidelines:
    1. The product must be adequately packed and the RMA number clearly displayed without marking the original packaging
    2. The product is in its original packaging
    3. The product is returned within 10 working days of issue of RMA
    4. Viadex Ltd reserves the right to refuse credit if product is not in a satisfactory condition
    5. Viadex Ltd will arrange collection of the goods unless return is a result of a customer error
  4. For Customer Error returns:
    1. A re-stocking fee will be applied to all Customer Error returns
    2. Credit will be issued at price paid.
    3. Credit value is determined at the time the product is received into Viadex Ltd’s warehouse and not upon issue of RMA
    4. Returns must be Mint and Unopened and returned via customers own carriers
    5. Viadex Ltd reserves the right to refuse credit if product is not in a satisfactory condition
  5. Products damaged at delivery by Viadex Ltd
    1. Account Manager must be notified of all damaged deliveries within 5 days date of delivery.
    2. Transportation cost for returning the material will be at the expense of Viadex Ltd.
  6. Incorrect customer order
    1. Viadex Ltd reserves the right to issue or not an RMA number for the return of product in cases where the customer has mis-ordered
    2. Only goods in sealed, undamaged original cartons with manufacturer seal intact and within the stated manufacturer warranty period may be returned.
    3. Viadex Ltd reserves the right to charge the customer a restocking fee of at least 10% of the product value, with a minimum of £40.
  7. Return of goods
    Goods will be returned in their original packaging, complete, without any printed tape or any writing on the box to following address only:

    Viadex Ltd, Unit 20, Red Lion Business Park, Surbiton, Surrey, KT6 7QD
    Tel: 0208 739 1000

    Damaged boxes and Invalid RMA numbers will be rejected at the bay door.
  8. Shipment recommendations
    1. Returns are only accepted if referenced through a valid RMA number.
      This RMA-number must be clearly indicated on the upper side of the box in such way that damage of original box is excluded. Always mention the RMA-number on the freight slip as well, especially when returning the goods yourself.

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Client Testimonials

One of the worlds leading online gaming software providers has been a very happy client since 2002:

  • Why have you chosen to work with Viadex?

    Initially it was simply a matter of supply needs; it was convenient. Over the years the relationship has shifted from one-off purchase and supply, to a mutually beneficial partnership. I continue to invest in the relationship with Viadex because it offers a lot of advantages to me as Head of IT for a global business. These advantages include but are not limited to having an advocate working for us in discussions with vendors, having someone to make contact with vendors and either arrange proof of concept engagements or provide some background and advise relating to the vendor.

  • What are the primary benefits and/or results Viadex brings to your organisation?

    Viadex understands our business, Viadex recognises that we are a global business requiring supply to many locations, invoicing to varied entitles and that we exist in a market where there are real advantages in terms of getting to market quickly and as a result we have high expectations when it comes to logistics turnaround times.

    The Viadex account team takes time to visit our IT team and understand our project roadmap which enables them to align to our needs, as well as to offer potential solutions to address on-going challenges. Viadex recognizes the high level of technical skill in our organisation and helps us connect with the appropriate calibre of representatives from various vendors.

    Viadex assists with managing our support relationships with vendors, and taking the above into account they also help us bypass the lower levels of support and obtain quality support levels.

    Viadex advises us of how best to handle vendors, how to maximise value in our engagements and how to achieve the best return on our investments by considering alternative vendors, taking note of the timing of our purchases and optimally structuring our investment.

  • What is the process of working with Viadex like?

    Viadex has a friendly, open engagement with us. Viadex invests in face time with multiple touch-points to provide a service across the IT spectrum. The relationship is professionally owned by an account executive who is assisted by a technical team and a procurement team. The friendly and generally informal engagements suit my style; however Viadex has a professional and formal image for the times when it is appropriate. Viadex strives to respond to mails with minimal delay and is always available to take a call.

  • Why would you recommend Viadex?

    As Head of IT I appreciate not having to sweat over the details of procurement and vendor management. I am enabled to focus on delivering the business solution knowing that I can rely on Viadex to represent our best interests in commercial discussions. Viadex presents their proposed solution for review after doing the legwork. I enjoy working with the Viadex team, I have learnt a lot from them and I believe they have learnt from us too. It is a true partner relationship.