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All return requests need to be processed via the SCH Distribution Customer Services Department, telephone 0121 766 2887, email sch_customer_services@sch-group.co.uk or by creating a Return Request on the site.
When the RMA (Returns Authorisation) has been raised, our Customer Services team will contact you with the RMA number via telephone or e-mail.
Collection instructions are then posted to the address and contact from where you request the goods to be uplifted from. Once these instructions are received a simple telephone call to the freephone number provided will activate the collection.
Our dedicated courier, TNT, will then collect the goods at a time convenient to you or your customer. In the unlikely event that TNT misplace your goods after collection (you will need to ensure that a copy of the TNT docket is retained as proof of collection), SCH will be responsible for arranging any necessary claim and credit. The onus is on you or your customer, to ensure collection is arranged within 10 days from receipt of the collection instruction and to ensure that the vehicle booked is large enough for the collection of the goods being returned for credit.
Once goods are received (and providing they meet the criteria of the return) a credit will be issued within 5 working days.
All customer order errors must be notified within 30 days of Invoice date and are subject to the product being returned unopened and in A1 condition. Any return under the value of £350 will incur a £35.00 administration charge. Orders over the value of £350 will incur a 10% restocking fee. Please note no returns authorisation can be offered for any software product ordered incorrectly.
No returns authorisation can be offered for product ordered in specifically for your order (i.e. back to back orders) and or on discontinued / end of life products. No product under the value of £100 can be returned if ordered in error.
As a distributor SCH distribution are only able to pass on the manufacturers DOA and warranty policies, which vary from supplier to supplier and are subject to change without any notice.
Where items are missing from a boxed product, SCH must be notified in accordance to our Terms and Conditions (2 days). SCH will inform the manufacturer who will then endeavour to ship the missing parts to the customer as soon as possible.
If goods are damaged or missing, the Proof Of Delivery must be signed as damaged / short and SCH notified within 48 hours. If this is not followed the couriers will almost certainly repudiate the claim, therefore no credit will be offered.
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