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Customer Services

Customer Services


OPENING HOURS

Normal Opening Hours

  Monday-Thursday Friday Saturday Sunday
Sales Line 9am - 7pm 9am - 7pm 9am - 5pm 10.30am - 4.30pm
Huddersfield Showroom 9am - 7pm 9am - 6pm 9am - 5pm 10am - 4pm
Huddersfield Collection Point 9am - 7pm 9am - 6pm 9am - 5pm 10am - 4pm
Huddersfield Returns Counter 9am - 7pm 9am - 6pm 9am - 5pm 10am - 4pm

  Monday-Thursday Friday Saturday Sunday
Customer Service Line 9am - 5pm 9am - 5pm 10am - 2pm Closed

Bank Holidays:

Showroom and Sales lines open 9am to 5pm.

Customer Service and Order Processing lines open 10am to 2pm.

Closed Easter Sunday

Christmas Day, Boxing Day, New Year's Day:

Closed


PLACING YOUR ORDER

Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms.

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PAYMENT

We accept all major credit and debit cards including Visa, MasterCard, Switch, Delta, Maestro, Solo and American Express for delivery to the card registered address.

If you need to deliver to a family or work address we can help, additional proof of identity will be required to help avoid malicious use of your card.

In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order.

We also accept Cheques and Bank transfers. You can select any of these payment methods from the basket page. Full details of how to use these options and any fees available at checkout.

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DELIVERY

Click here for Delivery information

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PRODUCT AVAILABILITY

All orders are processed and shipped as quickly as possible. In instances where our stock is fully allocated we may ship direct from the manufacturers to you.

If for any reason the product you’ve ordered is no longer available, or there’s been a price change, we will notify you within 5 days and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place on despatch of your products.

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AFTER SALES SERVICE

We operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.

Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer’s specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. We aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.

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TECHNICAL HELP

Most of the purchases you make have lifetime technical support directly with the manufacturer*. In tehn first instance of a fault we reccommend that contact Acer as it is not possible for us to provide you with the same level of technical expertise as the manufacturers.

ACER 0371 760 1000
ACER Ireland 0870 803 4915

If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.

*Technical support is for diagnosing hardware faults only. They do not provide training, setup assistance of in the case of PCs and Laptops, help with software.

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LATE DELIVERY

If your goods haven’t arrived as expected, please follow the link in your email to use our online tracking service. If we have promised to send your goods to you on an agreed date and we fail to deliver we will refund you the difference between the priority delivery service and our standard service or 5, whichever is the greater. To request this fixed compensation, please send us an eMessage.

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DAMAGED / MISSING ITEMS / WRONG ITEMS

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by HiWay, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible we consider it reasonable that your items will have been checked and reported within 5 days. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused

NOTE: Do not try to fit an item/appliance if it is damaged without calling for advice first. If you cause further physical damage by fitting an item you know to be a damaged we may be unable to accept the item for return.

In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.

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FAILED DELIVERIES

We understand that sometimes you will not be available to receive your goods. For all items our couriers will attempt redelivery once. After which you will be charged for any further redelivery attempts. If you have ordered a small item, it may then be left at your local post office for you to collect. For large items, if the courier has contacted you prior to delivery and you are not available to receive your goods, there will be a redelivery charge. Refused deliveries will be charged the return delivery fee to our warehouse.

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PROMOTIONAL CODES

If you sign up to our latest offers we will send you promotional codes from time to time.

How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.

Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date. We reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice. If you exploit a promotional code we have the right to contact you to return any items which were obtained that didn’t meet the criteria of the promotion.

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CANCELLATION

If you are a consumer based in the UK and not a business or organisation then this section applies to you. Please refer to our Commercial Terms where you will find the relevant information.

We want you to be entirely happy with your purchase from us. If you change your mind after placing your order you are still able to make a cancellation, regardless of the reason, without any fee before the item is despatched.

Once despatched, if you have ordered the wrong item by mistake, we also allow you 14 days from the day following your delivery to let us know if you want to return your product(s) so long as they are unused. (Excludes business customers).

Please Note – you are responsible for cost of returning unwanted/cancelled items to us and for the value of the goods if they are diminished as a result of your handling whilst with you or in the return transit to us.

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Click here for details about how to cancel your order and return your goods to us.

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FAULTY ITEMS

On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.

All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer’s local service centre to confirm this.

Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland.

Faults Occurring Within 28 Days of Receipt: If any of our products develop a fault within the first 28 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item it is much faster to call the manufacturer direct in the first instance who will arrange for a onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).

Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.

Faults Occurring After 1 year but within manufacturer’s warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.

Faults Occurring Outside Manufacturer’s warranty period: Here at Acer Direct we offer a wide variety on Extended Warranties. Please contact us by eMessage for more details.

Please note a handful of manufacturers include a warranty registration form in the box - don’t forget to complete this and send it off within the specified time period. If you have purchased a Laptop or PC for commercial use (such as Hotel or Office) please be aware that most manufacturers only provide a warranty for domestic use.Please refer to our Commercial Terms for more information.

Click here for the returns process for faulty goods.

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WEBSITE SECURITY

We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.

If you have any questions/comments about privacy or security, please contact us via the eMessaging service.

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PRIVACY

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.

In addition, from time to time we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.

View our full privacy policy.

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WEEE REGULATIONS

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new appliance from us we would accept their old appliance back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at 19.98 (inc VAT) - this service must be requested at the time of ordering your new appliance. Any appliances that we are collecting should be disconnected and ready for collection at the time the new appliance is delivered. NB We can only remove old refrigerated appliances if they have been fully defrosted.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

Under the Waste Battery Regulations, Buy it Direct Ltd are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (please do not post). Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.

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Commercial Purchases

For any enquires regarding purchases for commercial use please read our terms.

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