Contact Details

Fax: 08701 34 60 18
Email: sales@xpertonline.co.uk

VAT Number - 815 693 312

Buying From Xpert Systems

It is just so easy! Have a look around our fantastic new website (yes, we are proud of it) and when you see something you want to buy click on "Add to Cart". This will put the item in your "Shopping Cart" - you can see the contents of your shopping cart in the top right corner.

When you have added everything you want to buy click on "Checkout". There you will be asked for a few details about delivery and payment.

When you place an order with Xpert Systems.co.uk, we will send you an e-mail that confirms we have received your order. This order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that states we've sent your goods to you.

Xpert Systems reserves the right to cancel orders or remove goods which are obviously priced wrong or accidentally out of stock.

Courier Deliveries

Our great new website will automatically calculate the weight of your order and offer you the various delivery options.

It is important that you make correct arrangements for your order to be delivered. You can leave special instructions for our delivery courier in the "Delivery Instructions" box at the checkout. You know the sort of thing to write; "if we're not in please leave behind the bins" or "if there's no answer please leave in the kennel, but BEWARE OF DOG!!". Please note that we can't take any responsibility for items that are left that haven't been signed for.

Please take the time to make other arrangements if you're not going to be at your delivery address, the courier will only attempt to deliver on 2 occasions for free. If you would like us to attempt any further deliveries we charged 5 which will be passed on to you. It is possible to pick up the order from their depot to avoid this charge. It is important to call the courier after they have tried to deliver the first time so you can rearrange delivery or collect the goods, they will automatically try to deliver your goods the next working day if you do not call. If you would like us to rearrange delivery, leave safe or with a chosen neighbour please contact us with clear instructions. To deliver to another shipping address is 9. It is important to note that City Link will only hold your goods for 5 days after the first delivery attempt before returning them to us. City Link may try to leave parcels with neighbours if they think it will be safe, if you do not wish for this to happen please specify this in the delivery instructions, such as DO NOT LEAVE WITH NEIGHBOUR.

If the courier are unable to deliver your order (in other words, if you're never in and don't collect from the depot to get your order) the package is returned to us and we are charged 7. If this happens, we unfortunately will have to pass the charge onto you. You will be refunded the value of the goods that were returned to us minus the total cost of delivery and return, or we can resend the order (at an additional cost to you).

If you need to have you parcel re-directed to a different delivery address after the parcel has been dispatched (i.e. to your workplace, due to you realising that there will be nobody in to receive the parcel or you cannot collect from the depot). We are charged by the couriers for this service (10.96+VAT as they have to book a new job) and must pass this charge on to you the customer.

Failure to provide the correct post code, road name and house number or house name may result in having your parcel resent as a new order at a charge of 7 inc VAT.

Northern Ireland and UK Offshore Islands including IOM

When signing up you must select the correct country, for example for Nothern Ireland please select UK - Northern Ireland. Failure to do so will give the wrong couriers and prices available. If this occurs we will debit the difference in postage costs.

Royal Mail

Royal Mail visit us every working day to collect post, deliveries sent 1st class normally arrive in 1-2 days, items sent 2nd class normally arrive within 3 days. While every effort is made by Royal Mail to deliver your goods on time we cannot be held responsible for delays in the royal mail network. If you require goods urgently please choose a delivery method which guarantees a delivery time. Goods will only be classed as lost after 14 working days from dispatch. If goods are returned from Royal Mail as no answer, address incomplete, address inaccessible, addressee unknown, refused or not called for we will resend at the standard delivery rate excluding any promotional shipping discounts.

Delayed Orders

Due to high levels of fraud your order may be delayed if the shipping address is different to the billing address. To help speed the process up with fraud checks please specify a landline telephone number if possible. If you are delivering to your work address please fill in the company name.

International Orders

Our VAT number is: GB 916 2728 19 If you are in the European Union you need to pay "VAT at Source" (this is listed as VAT on our website).

We are a UK based retailer and any VAT due must be paid, if you are a business we advise you to reclaim the VAT paid from your local VAT office. We do not remove VAT from European business orders as we have been informed by out VAT office that we would have to be VAT registered in each European country we send business orders too, due to different VAT thresholds in various European countries. Because we are an UK online retailer (not Trade/Wholesale) we charge VAT and advise European businesses to reclaim this from their local VAT office if they wish to order. This means that you should not have to pay any "sales tax" when the items enters your Country. If your Country has "personal import duty" then you may have to pay for this, and this is your responsibility, Import Duty varies from Country to Country, if you are unsure, please consult your local Government Importation Office

We cannot send items to different country to the credit card billing address.

IMPORTANT: ALL items shipped outside the UK are supplied without any warranty whatsoever. If you are seeking an item with waranty we suggest you purchase locally. This is due to our tiny profit margins and the huge costs involved in non UK shipping.

All fragile goods which are sent internationally such as jewel cases, DVD cases, cello wrapped goods are sent at your own risk. If you are an international customer please check with support before ordering if items you wish to purchase are fragile as we will not provide replacements/refunds to international deliveries.

Product Images and Descriptions

Whilst we make every effort to ensure our products have the correct images associated with them we make no guarantees the image is correct. Please confirm with sales before ordering.

Once orders have been paid we cannot normally cancel orders, add products, change couriers or service levels and addresses; you can try and contact us using the above contact detail and we can try our best to resolve the query.

Please send an email to support@xpertonline.co.uk telling us your order number and that you wish to cancel the order.

We suggest that you send any returns to us by recorded delivery; we can't be held responsible for any goods that you post which are lost or damaged. You are also responsible for the cost of returning any items. The other important thing to note is that you can't cancel any services that have been carried out by the xpertonline, for example the packaging and the cost of delivery. This means that when you return an item to us, we will refund the cost of the goods only. Postage costs cannot be refunded.

Returns Policy After 7 Days

We hope that you will never have any reason for wanting or needing to return anything to Xpert Systems.

However if you have any problems, please email support@xpertonline.co.ukmaking sure that you state your order number. Our merry band of assistants will do their very best to get back to you as soon as possible.

If you make a mistake and order some goods in error, don't worry, just email support@xpertonline.co.uk to arrange its return. We will give you a refund assuming we get the goods back in the same condition as we sent them to you and have not been opened. All items that are returned will be refunded at the purchased price less a re-stocking fee of 15%. You are responsible for the cost of sending the goods back to us and we can't refund the cost of delivery (as we have already paid our courier).

Damaged Goods

Please have a look at your goods when they arrive and check for any damage, if your goods are fragile such as the plastic cello packs of blank media please open and inspect your goods immediately. You should be able to tell if there is going to be any problems just by looking at the package when the courier delivers your goodies. If your package looks damaged you must note on the delivery receipt as "DAMAGED" or if you are unable to check the contents you must note on the delivery receipt as "CONTENTS UNCHECKED". Email support@xpertonline.co.ukwith your order number and problem and wait for us to get back to you. You must report damage within a reasonable period which we consider is 48 hours from delivery otherwise we cannot be held responsible for damages. If your goods are delivered to an alternative address such as your work address is your responsibility that the goods are inspected and signed for correctly.

Disk Pack Quantities

Discs are manufactured and packaged by machines and the quantity specified on the pack is a rough guide to how many discs are contained within the pack, if there are more or less discs in a pack this is not classed as a manufacturing defect or faulty goods. We say you win some, you lose some.

Problem Disks

Most problems with disks are usually related to the hardware and firmware set up that you have. It is possible that some disks will not be compatible with your DVD/CD burner - this is especially true of the cheaper disks. This means that it is quite likely that what you think are faulty disks are in fact compatibility issues with your burner - please see our help file on "firmware issues" http://xpertonline.co.uk/support/. You might also find it useful to read our "which disk for me?" http://xpertonline.co.uk/support/ help page.

If you suspect that your disks are faulty you should stop using them immediately. We cannot be held liable for burnt disks that have failed. You should then check that you are using the latest firmware version for your CD/DVD writer. Please remember that it has turned out to be hardware and firmware issues rather than problems with the disks in almost every complaint that we have had. There just aren't many parts on a blank DVD that can go wrong!

If you are sure that a problem lies with the disks you can send them back to us (make sure you have proof of delivery as we can't be held liable for items lost or damaged when posted to us) where a team of technicians will test the disks using a variety of burners and drive. If the disks are faulty we will send a new pack to you and pay for the cost of you returning the faulty disks to us. If the disks prove to work we can return them to you if you pay for the postage.

Faulty Items

Please request an RMA number before returning goods for testing, returns procedure as above. Where goods are found not to be faulty we will apply a 10 testing fee.

Out of Stock Goods

We have specially trained webdesigners whose job it is to make sure that our website is correct and reflects our stock. Unfortunately, due to designers' inferior intelligence, we may sometimes have something on our website that we don't have in stock. If this happens we will let you know and refund any money you have paid.

We reserves the right to cancel orders at our discretion. If we cancel an order, it will be without charge to you.

Credit Card Security

We have never had an incident relating to security with our credit card sales. We spend a lot of money on ensuring our site's security; we use a protx secure site for transactions.

Remittance Terms

Xpert Systems accepts all major credit cards. Please make cheques and postal orders payable to "Xpert Systems.co.uk". All goods remain the property of Xpert Systems until paid for in full and payment must be received before delivery.

Privacy Policy

Information Collection and Use

Xpert Systems.co.uk is the only user of any of the information collected on this site. We will not sell or share this information to others in ways that are different from what is disclosed in this statement. Xpert Systems.co.uk collects information from our customers and users at several different points on the website.

Cookies

A cookie is a piece of data that is stored on your hard drive and it contains some information about you. The cookie recognises that you are on our site and this means that you don't have to log in on each page. When you close your browser the cookie simply terminates. You can still use the site if you do not use cookies, but it will take longer to navigate the site.

Log Files

To help us find out where our site visitors are from, determine how long they spend on our site and to see how they found our site, we use IP addresses. IP addresses are not linked to personally identifiable information.

Links

This web site contains links to other sites. Please be aware that we, xpertonline.co.uk, are not responsible for the privacy policies of other sites. We suggest that when you leave our site to read the privacy statements of each web site that collects personally identifiable information. This privacy statement applies solely to xpertonline.co.uk.

Newsletter

If you would like to subscribe to our newsletter, we ask for your email address. Again we would like to emphasise that we don't share your private details with anyone!

Surveys & Contests

From time-to-time our xpertonline.co.uk asks for information from you via surveys or competitions. Participation in these surveys or competitions is completely voluntary and you therefore have a choice whether or not to disclose this information. Information requested may include contact details and demographic information. We will use the contact information to notify winners and award prizes. Information from surveys will be used for analysing your views on our products and the service we provide; this will hopefully enable us to improve the site and the goods we sell. Just in case you forgot, we don't share your private details with anyone!

Send To Friend

If you use our "send to friend" service to inform them about a product we sell, we ask for the friend's name and email address. xpertonline.co.uk will automatically send the friend a one-time email inviting them to visit the site. xpertonline.co.uk does not store the email address of the friend.

Security

xpertonline.co.uk takes every precaution to protect your information. When you submit sensitive information via the website, your details are protected both online and off-line.

In addition to this your privacy is emphasised to all of our employees and they are aware of the importance that is placed on personal information. The servers that we store personally identifiable information on are kept in a secure environment.

Site and Service Updates

Should you choose to become a member of xpertonline.co.uk we may send you site and service announcement updates.

Correction/Updating Personal Information

If a user's personally identifiable information changes (such as your postal code), or if a user no longer desires our service, we will endeavour to provide a way to correct, update or remove that user's personal data provided to us. This can usually be done at the member information page or by emailing our contact staff.

Notification of Changes

If we need to change our privacy policy, we will post those changes on our terms and conditions page so you will always be aware of what information we collect, how we use it, and under circumstances, if any, we disclose it. If at any point we need to use personally identifiable information in a manner different from that stated at the time it was collected, we will notify you by way of an email. You will have a choice as to whether or not we use your information in this different manner. We will use information in accordance with the privacy policy under which the information was collected.