Returns Policy

Returns Procedure

We at Clove Technology believe that you will be completely satisfied with your purchase. If however you think that you have received a faulty/incorrect product, or have simply decided that a product is not for you, we request that you call or e-mail us. In the case of faulty products, we can often resolve the problem over the phone or by e-mail.

HOW TO BOOK A RETURN?

A return authorization form must be issued before any goods can be returned. In the event goods are returned to us without a valid return authorization form, they may be refused.

If a product does need to be returned please contact us and we will create a return authorization form. This will be sent to you by email and will contain a return reference number which needs to be stated when corresponding with us regarding your return.

Alternatively, products can be booked in for Return using your Clove Technology account.

Login into your account using the “My Account” section
Navigate to the “Orders” tab within your account
Click the “Return” button under the appropriate order
Select the items to be returned by selecting the checkbox for the relevant product(s)
Enter any notes in the box provided and click the “Submit Return Form”
Please allow 24 hours for a response. This may extend to 72 hours over weekends and public holidays

A return authorization form will be issued to you by email, once the request has been dealt with.

GENERAL RETURN POLICY

All returns are subject to an inspection before any decision is made concerning their resolution.

A copy of the return authorization form should be enclosed to enable efficient processing and prevent any unnecessary delays.

If the returned product has been modified in any way (for example if a phone has been rooted, hacked or any unauthorized software is installed), this will invalidate the return authorization and the goods will be returned to the customer at their cost.

We are unable to accept the return of software which has been opened, installed or registered. In those circumstances, no refund or replacement will be issued.

You as the customer are responsible for ensuring the safe delivery of returned items unless a courier collection has been agreed with a member of staff in advance. If you are returning goods to us we recommend that you use a, tracked service requiring a signature on delivery.

If we need to return the goods to you, we will not usually make any charge for delivery within the UK. However, if the goods need to be sent outside the UK then we will need to charge the cost of carriage (a reduced rate may be applied rather than the standard delivery cost).

We reserve the right to levy a handling charge in the event of no fault being found with goods returned as faulty.

Goods should be returned to:

Please return your products to the following address:

Clove Technology

Unit 12, Alder Hills Park
16 Alder Hills
Poole
Dorset
BH12 4AR

(No Returns in person will be accepted)

We respectfully ask that you follow the procedures below for your relevant type of return.

CANCELLING ORDERS

Prior to dispatch, you may request the cancellation, in part or in full, of any order placed with Clove.

In the event of a complete cancellation, you will receive a full refund of your order. International customers need to be aware this refund will be to the full value in GBP (Pounds Sterling). We cannot accommodate for any fluctuations in currency conversions from the date of purchase to the time of cancellation.

Part cancellations will receive a refund for the cost of the goods which are no longer being delivered. You may cancel unshipped items from orders which have already had some items dispatched.

INCORRECT GOODS RECEIVED

In the rare situation that you have received the wrong goods please contact us as soon as possible - we are often able to dispatch the correct item(s) the same day, subject to stock availability.

You will be asked to return the incorrect goods to us and reasonable return shipping costs will be refunded on request.

In the case of low-cost items which have been incorrectly shipped to UK customers, we will include an SAE with the correct product. For higher value goods which have been incorrectly shipped to a UK customer, we will arrange a free courier collection on a mutually acceptable date.

UNWANTED GOODS – 14 DAYS POLICY

At Clove Technology we operate a 14-day unwanted goods policy. This is in line with the UK's Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Please note this 14 day cancellation option is only available for UK customers, or at our discretion.

If you find that a product is not right for you, or change your mind before receiving the goods, then a return can be requested within this period. Simply contact us within 14 calendar days of the delivery date of the goods.

A return authorization form will then be issued and the goods need to be returned within the following 14 days. It is however advised that you return them to us as soon as possible for us to process any claims.

We do ask that the goods are returned to us in perfect “as new” condition. In the case of feature phones, smartphones, tablets and other computing products, they should be returned with all accessories, documentation, and packaging including the box inners. The goods will be inspected upon receipt. Should the returned item(s) be in "as new" condition, their full value will be refunded.

Under no circumstances should a phone be returned under the 14-day policy with any screen lock, account lock or personal data installed. This will result in the handset being immediately returned to you. If you intend to return an Android device and have performed a factory reset, please ensure Device Protection Features have not been activated (this requires the previous account ID & Password for continued use of the handset). If you intend to return an Apple iOS device, please ensure it has been factory reset and correctly removed from any associated iCloud or other remote-management accounts.

In the event of cosmetic damage to the product (blemishes, scratches, dents, cracks etc.), or excessive damage to packaging or missing packaging that would affect the resale value of the item, Clove reserve the right to levy a handling charge of up to 30% of the item's retail value at the time of sale.

Should an item be damaged beyond a condition which could be considered acceptable for resale, Clove reserves the right to refuse the refund and return the goods back to the customer.

Please Note: this policy is not intended for customers to be able to "trial" a purchase. It is only intended to give a customer the ability to inspect a product as they would have the ability to do in a physical store. If we consider that any customer may be abusing this system (such as making repeated orders and sending many of them back to aid a buying decision) we reserve the right to refuse further 14-day return requests from said individual and cancel/refuse outstanding orders.

Refunding original shipping costs. (Paid to Clove when ordering)

UK - The value of standard shipping can be refunded. If you opted for a premium service (such Royal Mail Special Delivery, or Saturday Delivery), the additional cost above that of standard shipping may not be refunded.

Refunding return delivery costs (Paid by you to send back to Clove)

UK - You are expected to bear the costs of returning any unwanted goods after dispatch. A collection can be arranged at your cost and be deducted from any refund.

For an example form to enact your 14-day cancellation right, please click HERE. This can be sent to us by post or email.

FAULTY GOODS

Products returned as faulty are dealt with depending on the time of which they are returned.

UK customers can reject faulty goods and request a refund/replacement within 30 days from the date of delivery. For customers outside of the UK, goods need to be returned to us within 30 days from the date of dispatch to qualify for the same resolution.

Where a customer rejects goods and claims a refund, this will be completed within 14 days of the agreement by us. In most cases, however, the refund will be provided within a significantly shorter amount of time.

If you are returning a phone to us within the initial 30 days we would ask that it is returned with all accessories, documentation and packaging including the box inners. Failure to return phones in an acceptable condition may cause delays in the processing of your goods.

- Refunding return delivery costs within 30 days

UK - All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance, Royal Mail Special Delivery. Alternatively, Clove can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
Rest of World - You are expected to bear the costs of returning any faulty goods after dispatch. You are also expected to bear the costs of dispatching a replacement device.

After the initial 30 days, faulty products are automatically forwarded onto the relevant manufacturer’s service centre for repair. Exceptions to this rule are accessories which can often be replaced within 1 year of the purchase date.

- Refunding return delivery costs after 30 days

UK - All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance, Royal Mail Special Delivery. Alternatively, Clove can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
Rest of World - You are expected to bear the costs of returning any faulty goods after 30 days of ownership. You are expected to bear the costs of shipping repaired items or replacements.

WARRANTY REPAIRS

Whilst you are welcome to return faulty products to Clove Technology within their relevant warranty period, we always suggest contacting the manufacturer first. This may result in faster service and also the provision of free shipping materials being sent to you.

Faulty products which are returned to Clove Technology more than 30 days from the delivery date for UK customers or 30 days after the date of dispatch for the rest of the world will automatically be forwarded onto the manufacturer’s service centre for repair.

EU customers may find that the manufacturer's warranty is applied locally. If so then Clove Technology recommends contacting the manufacturer locally for free servicing. If available this may significantly reduce time and shipping/return costs to/from the UK. In the event the warranty is not applicable for any reason, we welcome EU returns for servicing in the UK.

Customers in the rest of the world may not be able to receive warranty support from the manufacturer, although we always recommend checking first. Whilst we welcome international returns for warranty service in the UK, depending on the associated shipping costs to/from the UK, you may find it cheaper to arrange an out-of-warranty repair with the manufacturer locally.

We request that phones returned for repair include at least the battery and back cover so that the phone can be suitably tested. If a fault might be related to any accessory, for example, a charging problem, it is recommended that the relevant item is also returned. Any additional accessories returned will be securely held whilst the manufacturer is repairing the unit.

NON-WARRANTY REPAIR

Products which are returned to us as non-warranty repairs (or items which have been found to be physically damaged) will be forwarded to the relevant manufacturer’s service centre for assessment.

With non-warranty repairs, the customer is liable for all shipping and repair costs, regardless of geographic location.

Repair quotations which are accepted by a customer need to be paid in full before authorization can be provided to proceed with the repair. Clove may add the cost of return shipping to any official repair quotation, in order for you to pay the full balance to us.

Most manufacturers charge for the assessment of phones. In the event that a repair quotation is rejected the assessment charge will need to be paid by the customer, before the manufacturer’s service centre will release the phone. Clove may add the cost of return shipping to any official assessment charge, in order for you to pay the full balance to us.

MANUFACTURER CONTACTS

We have provided details of manufacturer contact numbers below as they are usually able to offer the best advice and assistance with regard to technical queries.

Alcatel One Touch

+44 (0)207 4580026 (United Kingdom)
+353 016590207 (Republic of Ireland)

http://www.alcatel-mobile.com/gb/support/

Apple

+44 (0) 800 1076285
Lines are open Monday-Friday 08:00-19:45 and Saturday 10:00-17:45

http://www.apple.com/uk/support/

Asus

+44 (0) 14442 265548 (United Kingdom)
Lines are open Monday –Friday 09:00-17:00

+353 1890719918 (Republic of Ireland)

https://www.asus.com/uk/support/

CAT Phones

+44 (0) 844 856 7004
Lines are open 24 hours - Monday – Friday