Returns

As an ISO9001 Quality Assured Company and market leader Rivertrace Ltd is committed to providing exceptional customer service which includes aftersales care.

To assist customers we have introduced a new procedure to manage our repairs, ensuring that turnaround time is as short as possible.

Before returning any products to Rivertrace Ltd, you may wish to check our online Technical Support Section for fault-finding tips and remedies.

The procedure for returning items is as follows:
1. Firstly a Rivertrace GRA Request form must be filled in, completing all sections fully. Incomplete forms may result in delaying your GRA authorisation. Please note that items simply described as 'faulty' or similar will be rejected.
2. Alternatively, please contact our offices on + 44 1737 775500 or email sales@rivertrace.com to request a Goods Return Authorisation Number. In this instance you will need the following information:

  • Item
  • Serial Number
  • Full description of fault
  • Address to return the unit

3. This form should then be e-mailed to: sales@rivertrace.com.

Following authorisation, a GRA advice form will be emailed to you. Please attach this to the outer packaging of the goods. Any goods returned to Rivertrace Ltd without the advice label viewable may be delayed, this is to ensure that your return is dealt with as quickly as possible.

Warranty Replacements

 

If items are to be returned for a warranty replacement, the process as detailed above still applies, as you will need to return the defective unit to Rivertrace for warranty inspection. You will be also invoiced for the replacement unit.

 

Upon assessment of the faulty item your invoice may be credited if the returned goods are acknowledged to be under warranty. In the event of the unit not being returned within 14 days, the invoice will be subject to our standard 30-day payment terms.

 

For items returned within the warranty period please observe the following requirements:

 

  • All static-sensitive items must be packaged in anti-static bags
  • All warranty stickers and serial numbers must be intact
  • All items must be adequately packaged
  • Please do not send any loose fittings or cables
  • Please ensure the GRA label is clearly visible
  • For items returned outside the warranty period:
  • All serial numbers must be intact.
  • All items must be adequately packaged
  • Please do not send any loose fittings or cables
  • Please ensure the GRA label is clearly visible
  • Items will not be repaired unless we receive a Purchase Order from you accepting our quote for repair.

 

4. In the unlikely event that items are received by you with visible physical damage, this must be reported to Rivertrace Ltd within 5 working days, and signed for as 'damaged'.

 

5. Rivertrace Ltd is not responsible for any data loss or non-delivery of goods. Receipt of postage is not proof of delivery.

 

6. Rivertrace Ltd recommends that all goods returned are sent via a courier or special delivery service.

 

Please note that Rivertrace Ltd does not operate an advance replacement service.