RMA, Warranty and Returns Terms and Conditions
- General Terms of Sale
C-KO International Ltd provide electronic safety & leisure solutions for the commercial and passenger vehicle trade sector. All electronic equipment requires careful handling and regular maintenance, some also require software updates.
It is the responsibility of the customer to ensure that all equipment is fully functioning at the point of installation as it is checked and Quality Controlled under our ISO 9001-2015 QMS prior to leaving the C-KO Warehouse.
It is the responsibility of the end-user to ensure that equipment handling, maintenance and software updates are undertaken in line with industry standards and manufacturer protocols. C-KO International Ltd will ensure that software updates are made available wherever possible. Equipment faults will be dealt with by C-KO in line with our warranty procedure below (Please read carefully). C-KO is not liable for equipment failures where evidence does not demonstrate it has been handled, maintained or updated as described above.
- Payment Terms
When goods are supplied on account, terms of trading are strictly 30 days from the end of the month following the invoice date. Title of goods remain with C-KO International Ltd until all monies have been paid in cleared funds to the value of the invoice of the specific goods and the invoice value of all goods supplied to the customer by C-KO International Ltd.
- Carriage & Receipt of Goods
Goods must be checked and any problems arising should be reported to C-KO within 24 hrs of receipt. Carriage will be paid on orders over £500 in UK & NI. Otherwise carriage will be invoiced with goods through our preferred carrier.
- Warranty Policy
Note: No goods are to be returned unless the RMA Return Process has been authorised and agreed by C-KO
- Length of Standard Warranty
All C-KO products come with a minimum 12-month warranty. Some products may have a longer warranty period, customers are advised to check at the point of sale for specific warranty terms on individual products.
- Extended Warranty
Extended warranty may be purchased for items at additional cost, to be agreed when ordering the products.
- Faults on Receipt of Goods
Faulty items that are returned within 28 days of original invoice date (using the C-KO RMA Returns Process below), will be replaced by a new item once we have received and evaluated the original item and ‘only’ if the item is found to be faulty and covered under the warranty. If the original item is not available as a replacement, an alternative may be offered, to the same or superior specification.
- Faults after 28 days
Faulty items within their warranty periods returned more than 28 days after their original invoice date will be evaluated and, depending on the circumstances, will be either at the discretion of C-KO:
– Be Repaired
– Be Replaced (Refurbished)
– Be Replaced (New)
If the original item is not available an alternative may be offered, to the same or superior specification. Any items that have been repaired will be covered for the balance of the warranty period.
- Advance Replacements
Following agreement from the C-KO Senior Management, in line with the Warranty policy and your account terms, advance replacements can be sent for items you believe are faulty once the faulty item has been returned for inspection by the Technical Team. Customers will be charged for the replacement and a credit will be issued upon receipt of the faulty item and returns card and when the fault is confirmed.
- Special Order Products
You will be notified if what you are ordering is classed as a special-order item and you will be provided with a specification. Once agreed, Special Order products cannot be returned, unless faulty. If a special-order item is faulty, it will be replaced for new, or repaired, within the warranty period.
- Out of Warranty
If an item bought from us is out of warranty, C-KO International Ltd may be able to repair it for a charge. Customers will be asked to send the item for evaluation at their own expense. Once evaluated a repair price will be agreed.
- Warranty Seals
Some products sold by C-KO International Ltd carry a warranty seal. This seal must be intact upon arrival at our service centre. Any damage to a seal indicates that a third party may have opened the product. Opening or removing outer casings from a product without prior consent from C-KO International Ltd will void the warranty.
- Standard Warranty Terms
The warranty covers the product only and C-KO International Ltd cannot accept:
- Claims for labour
- Claims for parts other than those supplied by C-KO International Ltd.
- Claims made for the installation or de-installation of equipment
- Any other claims which are not directly for a part that C-KO International Ltd. have supplied
- Products from Other Suppliers and Chargeable Jobs
C-KO International Ltd record serial numbers for all products both entering and leaving the premises and accordingly will only accept warranty claims on those products. Items that are not original C-KO International Ltd products, may be repaired under our chargeable repairs scheme.
- Product Accessories
Product accessories include items such as remote controls, signal and power leads. Warranty claims made on such items will be agreed at the discretion of the C-KO Senior Management. Any accessories that have been damaged during installation or use will not be covered under the warranty agreement. In all instances of claims for accessories, the C-KO Senior Management decision is final. Product accessories should be sent back and recorded on the returns card as part of the return’s procedure.
- Disputes and Claim Issues
In the event of a dispute concerning a warranty claim, C-KO International Ltd will aim to resolve the issue quickly in a mutually beneficial way. In the instance of a failed or unjustified warranty claim, C-KO International Ltd reserves the right to charge the customer any costs incurred. UK Law applies.
- The Manufacturer’s Decision on All Warranty Claims is Final
In cases of dispute, the item will be returned at your expense for the manufacturer’s decision. If the manufacturer concedes a manufacturing fault, this cost will be refunded. In cases of dispute, C-KO International Ltd will undertake to arbitrate between the customer and the manufacturer, but in all cases the manufacturers decision will be final.
- Length of Standard Warranty
If you think there is a fault with an item, please first contact our dedicated technical team:
- Once requested and return agreed and authorised, we will email you your returns card(s), each with a unique job number, one for each item being returned. Download an example of the Returns Job Card.
- We advise you to complete the form with as many details as possible.
- Print and send the Returns Card, along with your item, using the Returns label we send with our address on. Cost for carriage is incurred by the sender.
- Items returned must be accompanied with an authorised return card, if items are received without a returns card we reserve the right to return any items received at the cost of the sender.
- NOTE: The return of items to C-KO will not be accepted unless the full returns process has been adhered to and authorised. No items are to be returned without explicit authorization.