Terms & Conditions
Every quotation, pro-forma invoice, price list or other similar document made or issued by Complex Systems (“the company”) is made or issued subject to these General Terms and Conditions of Sale. These terms and conditions do not affect consumers’ statutory rights as contained in current legislation governing the relationship between consumers and businesses. All transactions placed indicates your acceptance of these terms and conditions listed. The applicable laws of England are applied to these terms and conditions and other countries laws or regulations are not recognised.
For more information regarding your statutory rights please click here (link to Consumer Rights Act 2015)
The Company means Complex Systems Direct Ltd known also as CSD. The Customer or you, means the account applicant or person who buys or agrees to buy goods or services from the company.
Descriptions Prices and Product Information
We have taken care to describe and show items as accurately as possible. Despite this, slight variations in items may occur. We provide you with product information on complexsystems.co.uk (“our website”) or in our printed literature or on request from our trained professionals in our stores. If there is anything which you do not understand, or if you wish to obtain further information, please contact Customer Services on 0330 088 1964†.
Every effort is made to ensure that prices shown for items are correct at the time of publication and when the item is added onto our website. Prices may go out of date, so you should always contact us for an up-to-date price. If, by mistake, we have under-priced an item, we will not be liable to supply that item to you at the stated price, provided we notify you before we despatch the item to you. In those circumstances, we will notify the correct price to you so you can decide whether you wish to order the item at that price. If you decide not to order the item, we will give you a full refund on any amount already paid for that item in accordance with our refund policy see below.
The price of an item does not include the delivery charge, which will depend on the delivery method you choose. The rate applicable for the delivery charge will be calculated at the date you place your order. For more information on delivery arrangements see delivery information. All prices are expressed inclusive of any VAT payable unless otherwise stated.
Payment & Acceptance of Orders
When you buy an item from The Company via phone, in-store or online, you will be charged for an item at the time you place your order. After this time, you cannot amend your order (but please see our cancellation policy below).
Your order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we despatch or hand an item to you, at which point a contract will be made between us. At any point up until then we may decline to supply an item to you. If we decline to supply an item to you and you have already paid for it, we will give you a full refund of any amount already paid for that item in accordance with our refund policy below.
Despatch & Delivery
Customers will be given an estimated date of despatch for goods or date of appointment for services when placing orders or making a service request. If these dates are exceeded the company will endeavour to keep customers informed of the delay and an expected new delivery date. Whilst every reasonable effort shall be made to keep to any delivery date, time of delivery shall not be of the essence and the company shall not be liable for any losses, costs, damages, or expenses incurred by the customer or any other person or company arising directly or indirectly out of any failure to supply goods or meet any estimated delivery date.
Cancellation of Order
If you order using our website, you have the right to cancel your order in accordance with the Distance Selling Directives following the receipt of an item by contacting Customer Services on 0330 088 1964†
If the item(s) have not been dispatched, we will cancel the order and we will refund payment in accordance with our refund policy below. If the item(s) have been dispatched to you and we are unable to stop the delivery, you can refuse to sign for the delivery so that the item(s) are returned to us, and we will refund in accordance with our refund policy below. If you have arranged to collect an item from one of our stores, we will automatically cancel the order if you do not collect the item within 14 days from the date notified to you when you placed your order and will refund you in accordance with our refund policy below. Alternatively, if you have already taken delivery or collected from in-store please follow the procedure under ‘Non-faulty items’ below. Sometimes you may not be able to part cancel an order. If this is the case, Customer Services will explain this to you.
If you are entitled to a refund, we will refund you as follows:
If you paid by cash and obtain your refund in-store, we will only refund you to a valid payment card of your choice OR directly into your bank.
If you paid by payment card, we will refund you on the payment card;
if you paid via Paypal we will refund the amount you paid in full LESS any charges imposed by Paypal on us (Paypal do not reimburse us for transaction charges)
We will only refund the delivery charge in certain circumstances. Please see Faulty Items to see if this applies to you.
All items not purchased through our website or over the telephone are subject to our policy below in all other cases the Distance Selling Directive applies.
Unopened and sealed products may at our discretion be returned within 7 days of receipt for a credit note to the full value of the product. If a refund is requested this will be the sale value price less 15% restocking fee and in accordance to our refund policy above.
Opened boxes or packaging but undamaged products may at our discretion be returned within 7 days of receipt for a credit note to the sale value less 25% restocking fee. If a refund is requested this will be the sale value less 35% restocking fee and in accordance to our refund policy above.
Please note that your right to return an item does not apply to certain items unless the item has a manufacturing fault. Such items include:
Computer software where the product is not sealed and unopened as we cannot make sure in these circumstances that copies of the product have not been made;
Perishable or consumable items;
Items which have been installed using our installation service.
We do not refund PCs, Laptops or Netbooks which have no fault *(unless exempt under distance selling regulations).
Some, but not all, items are sold with 12-month warranty. The warranty may be shorter or longer than this. If you have any problems with your purchase, we can offer help and assistance. Please contact Customer Services on 0330 088 1964†.
If we arrange for an item to be repaired, please also send a copy of the invoice which accompanied delivery. If you do not have a receipt or invoice you need to show proof of purchase. This can be a credit card or bank statement. Failure to show that you have purchased the item from us may result in the repair becoming chargeable. (If a repair is chargeable, we will tell you in advance.)
Repair turnaround times are dependent on the relevant manufacturer’s current workload. We will not accept any claims for losses you suffer during this time.
Should any equipment malfunction because of abnormal environmental factors (including without prejudice to the generality of the foregoing mains power transients or dropouts, electromagnetic interference, extremes of humidity, vibration, electro-static damage, temperature or pressure or chemical corrosion), or abnormal usage then all costs incurred by the company in repairing such equipment and investigating the causes of the malfunction shall be payable to the company by the customer.
Please note refunds/credit notes will only be given once a returned item has been tested faulty. Goods are not sold on a trial basis. We do not refund or issue credit notes on unwanted items or items that are not compatible with your existing equipment or due to inability to configure, use or setup the item. If an item is tested NOT faulty, we reserve the right to charge for the full cost of the service call at our current prevailing rates. If using a courier or postal service when returning an item – the item must be adequately packaged. Any transit damages are your liability. Shipping costs when returning the product will be payable by the customer. Complex Systems will pay for return shipping costs to the customer. Complex Systems are not responsible for invalidating warranties on products not purchased from the company. LCD Screens will only be accepted as faulty for dead pixels if the number of dead pixels exceeds the manufacturers stated tolerance level. All returns that remain uncollected after 90 days shall be disposed of at our discretion without further notice.
Damages and Shortages
The customer shall report any damage or shortage to the company within 48 hours of delivery. Provided prompt notice of transit damage or loss is given and provided it is proved to the company’s satisfaction that such damage occurred in transit in the UK but not otherwise, the company will refund, repair, or replace such equipment free of charge to the customer. All goods must be signed for and any damages or shortages must be noted on the delivery consignment note at the time of delivery. Damage to computers or products collected in person (applies to unboxed products only) will only be rectified if such damage or shortage is notified to the company prior to leaving the premises.
Ownership and Risk
The risk in the goods shall pass from the company to the customer upon delivery of such goods to the customer. However, notwithstanding delivery and the passing of risk in the goods, title, and property in the goods, including full legal and beneficial ownership, shall not pass to the customer until the company has received in cash or cleared funds, payment in full for all goods delivered to the customer under this and all other contracts between the company and the customer for which payment of the full price of the goods there under has not been paid. Payment of the full price of the goods shall include the amount of any interest or other sum payable under the terms of this and all other contracts between the company and the customer under which the goods were delivered.
Under no circumstances shall the company be responsible for any indirect, incidental, or consequential damages even if it has been advised of the risk of such damages.
Our liability to you in connection with any order will not exceed the total price charged for the items.
CSD’s In House Services
The Short Version:
The Company guarantees that your product repair will be 100% effective. We back up every repair (except software issues) with a 12 Month guarantee. If your product suffers the exact same failure again within this warranty period, we will repair it and deliver it back to mainland UK at no cost to yourself. You are, however, responsible for getting the device to us for repair. If the fault is not connected to the original fault or is not the same fault, or is a failure of a component not replaced by CSD, the customer will be charged for the service charges. The customer will be notified in advance of such charges.
Regarding all repairs carried out: – electronic devices are complex as are the repairs carried out. There is always an element of risk that a device that was working will fail during testing or repair or develop other non-related or indirect faults – even though the component being repaired was repaired properly. There is always an element of risk, much in the same way that you sign a consent form of your acceptance of risk prior to a surgerical operation being carried out – not because the surgeon will be careless but because there is always an unknown element that may come into being. Electronic repairs carry this same risk. We will always try to work with you in the rare case that this does happen, but our maximum liability will always be limited to the amount that you have paid to us for the repair or diagnostic. When booking your device in for repair these terms are deemed accepted by you.
All repairs that remain uncollected after 60 days may be disposed of at our discretion without further notice. We will, however, make multiple attempts at contact before such disposal. Where a customer requests or makes a collection of their device after this date; and their device has not been disposed of, their device, at CSD’s discretion, may be returned, in whatever condition, including where parts may be missing or broken, CSD will accept no liability whatsoever.
A) The Longer More Specific Version:
i) Data Recovery Service – CSD will attempt to conduct low level data recovery on your hard drive. During the attempt CSD are not liable for any data loss or any costs incurred from the need for high level data recovery. CSD are not responsible for the condition of any hard drive before or after data recovery service has been conducted.
ii) Logic Board Repair Service – CSD will attempt board level repair to restore your computer to working order. If you are not a local customer and you will be shipping your machine to us, the shipping to and from us is your responsibility unless you have chosen our PodBox Service. The cost of return shipping is covered by CSD but insurance is not included and responsibility lies with the customer. You will have the option to include insurance at a surcharge if you wish. CSD will not be liable to you for any loss of revenue; loss of actual, loss of the use of money, loss of anticipated savings, loss of business, loss of opportunity, loss of goodwill, or any costs of recovering, programming, or restoring any program or data stored or used with your product. CSD have the right to retain components used during the logic board repair service and may in some circumstances return the machine without certain components on the board. For all Logic Board Repairs a 12 month limited warranty is applied to all components replaced during the repair.
B) Customer’s Responsibility
i) Responsibility – It is your responsibility to backup all existing data, software, and programs. CSD are not responsible for loss, recovery, reinstallation, or corruption or alteration of data, programs or loss of use of equipment that could occur from services provided by CSD. You represent that your product does not contain illegal files or data.
ii) Data – Prior to any repair or upgrade service that is conducted on your machine please ensure you have backed up your data somewhere safe. Data may be lost during repairs and CSD specifically note that it may not be possible to recover your data. I understand that data loss may occur, and I wish to proceed with the repair. I am entirely responsible for backing up my data, and CSD are not liable for the loss of, damage to or corruption of my data. CSD are also not liable for any costs incurred to recover my data.
C) Damage and Parts
i) Damage – Damage can happen for a number of reasons including corrosion, previous persons or companies that have attempted repairs or DIY repairs that were unsuccessful or have left the device/machine in a fragile state. CSD will not be responsible for any damage to the product that occurs during the repair process. If damage results, CSD will seek your authorisation for any further costs for completing service. If you decline authorisation, CSD will reverse the carried out service and return your product un-repaired in the damaged condition without any responsibility. If your product develops further issues or faults post repair that may or may not be linked to the repair conducted by CSD then CSD are not liable for any costs in resolving these issues or faults. You have the option to seek further support or repairs from CSD subject to cost or to contact third parties.
D) Additional Terms and Conditions (T&Cs)
CSD are not responsible for failure or damage to other parts during or after service. CSD are not responsible for any declined service when seeking to claim under the warranty of the product at the manufacturer. You understand that the manufacturer’s warranty may be void by servicing the product. If service requires labour and/or parts not previously specified, CSD may seek your agreement of a changed estimate. If you do not agree that CSD may alter the charges, CSD may return your product and you will be responsible for any fees.
CSD may use parts or products that are new or in some cases used parts may also be used where new parts are not available to resolve the issue. CSD will keep the replaced part or product that is exchanged as its property unless otherwise agreed with the customer. CSD may use the replaced part whichever way it chooses to do so.
If CSD are not aligned with these T&Cs, it will only be responsible to you for any loss or damage that you suffer to the extent that such loss or damage was a foreseeable consequence to you, at the time you agreed to these T&Cs. Further, CSD, will not be liable to you for any loss of revenue; loss of actual, loss of the use of money, loss of anticipated savings, loss of business, loss of opportunity, loss of goodwill, or any costs of recovering, programming, or restoring any program or data stored or used with your product. The following will not apply to CSD’s liability for death or injury, fraud or fraudulent misrepresentation, any liability which by law cannot be prohibited or limited. CSD specifically states that it will be not able to repair or carry out services on your product without risk to or loss of programs or data.
CSD will at all times take all reasonable steps to conserve the confidentiality of customer data.
If a service by CSD requires information to be copied, moved, or installation of software, you represent that you hold the legal right to copy or move the information and agree to the terms of the software license, and you authorise CSD to complete the service and accept such terms on your behalf in carrying out the service.
Your Device Information And Personal Data
We do not copy, post or share any data that is stored on a customer's device. We do not look at any of the files unless specifically asked to do so.
CSD may copy data to our local storage systems if asked to provide Data Recovery or Data Backup Services unless the customer provides other media for this purpose. Diagnostic tools may be used to scan your device for repair and diagnostic purposes.
If you prefer not to provide passwords to enable CSD to login to your device you may elect to with-hold your login credentials. This may reduce the testing that is able to be performed, or in some repair situations make it not possible to carry out an effective repair. We will discuss on an individual basis and where CSD feels an effective repair is not possible, we may decline to offer repair services in this instance.
How the law protects you
This section sets out the legal reasons we rely on, for each of the ways we may use personal and business information.
Data Protection law says that we are allowed to use personal information only if we have a proper reason to do so. This includes sharing it outside of the Complex Systems Group. The law says we must have one or more of these reasons:
To fulfil a contract we have with you, or
When it is our legal duty, or
When it is in our legitimate interest, or
When you consent to it.
When we have a business or commercial reason of our own to use your information, this is called a ‘legitimate interest’. We will tell you what that is, if we are going to rely on it as the reason for using your data. Even then, it must not unfairly go against your interests.
Here is a list of all the ways that we may use your information, and which of the reasons we rely on to do so. This is also where we tell you what our legitimate interests are.
What we use your information for Our reasons & Our legitimate interests
Serving you as a customer
To manage our relationship with you or the business
To develop and carry out marketing activities
To communicate with you about our products and services
To develop and manage our products and services
Our legitimate interests
Our legal duty
Keeping our records up to date, working out which of our products and services may interest you and telling you about them
Developing products and services, and what we charge for them
Defining types of customers for new products or services
Seeking consent when we need it
Being efficient about how we fulfil our legal duties
Managing our operations
To deliver our products and services
To make and manage customer payments
To manage fees, charges, and interest due on customer accounts
To collect and recover money that is owed to us
Our legitimate interests
Our legal duty
Being efficient about how we fulfil our legal and contractual duties
Complying with rules and guidance from regulators
To run our business in an efficient and proper way. This includes managing our financial position, business capability, planning, communications, corporate governance, and audit
Our legitimate interests
Our legal duty
Complying with rules and guidance from regulators
Being efficient about how we fulfil our legal and contractual duties
To exercise our rights set out in agreements or contracts
For full details of PC warranties please refer to the warranty certificate enclosed with your PC.
The company will not be liable for any breach of agreement, for delay or failure to perform if the delay or failure is due to acts of God, civil commotion, riots, floods, drought, fire, legislation or other cause beyond the company’s reasonable control. This does not affect your statutory rights. If the company chooses not to enforce a right under this agreement, that decision will not prevent the enforcement of other rights, or the same right on a later occasion.
Questions and your contact information
If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at firstname.lastname@example.org
Sending Your Device for Repair
Include the print out with ticket number inside your box before taking to the post office.
Send to us at the address below and we will be in touch as soon as we have fixed your device!
CSD, 6 Barton Street, Tewkesbury, Gloucestershire, GL20 5PP
Thanks for choosing CSD If you don’t have a printer write down the ticket number and your name and include in the box.
We recommend DPD Local to get your Device to us safely and quickly