Returns and Warranty Policy

This policy explains how returns, cancellations, faulty goods and warranty claims are handled by BDM ArcScan, a trading style of BDM Business Solutions Limited.

Please read this policy carefully before placing an order. By purchasing from BDM ArcScan, whether through our website, by telephone, by email, or through a sales representative, you agree to this policy together with our standard terms and conditions of sale.

This policy does not affect any statutory rights you may have under applicable law.

1. Customer types: consumer and business customers

BDM ArcScan supplies products and services to both consumer customers and business customers.

For the purposes of this policy:

A consumer customer is an individual purchasing goods or services wholly or mainly for personal use, and not mainly for use in a trade, business, craft or profession.

A business customer includes, but is not limited to, companies, partnerships, sole traders, schools, colleges, universities, charities, public-sector bodies, offices, organisations, resellers and any other customer purchasing wholly or mainly for business, trade, professional, educational, organisational or operational use.

Where a purchase is made by or on behalf of a business, organisation, school, reseller or similar body, that purchase will normally be treated as a business-to-business transaction.

Consumer customers and business customers do not always have the same cancellation, return or refund rights. This policy explains how those rights apply.

2. Customers outside the United Kingdom

This policy is primarily intended for customers purchasing from within the United Kingdom, including Northern Ireland.

If you are purchasing from outside the UK, including from the European Union, different legal rights, customs requirements, taxes, duties and return arrangements may apply. Please contact us before purchasing if you are unsure whether this policy applies to your order.

Unless we agree otherwise in writing, customers outside the UK are responsible for all return shipping costs, customs charges, import duties, taxes, storage charges and any other costs associated with returning goods to us.

3. Consumer distance sales: change of mind cancellation rights

This section applies only to consumer customers who buy goods from us at a distance, such as through our website, by telephone, or by email.

If you are a consumer customer, you usually have the right to cancel your order within 14 days of receiving the goods, unless an exception applies.

To cancel your order, you must notify us within 14 days after the day you receive the goods. You can do this by emailing:

info@bdmarcscan.co.uk

Please include your order number, your contact details, and a clear statement that you wish to cancel your order.

After notifying us that you wish to cancel, you must return the goods to us within 14 days of the date you notified us.

Unless the goods are faulty, damaged, incorrect, or otherwise not as described, you are responsible for the cost of returning the goods to us. We recommend using a tracked and insured delivery service suitable for the value of the goods.

Goods returned under consumer cancellation rights should be returned in a condition that allows them to be resold as new, where possible. This includes:

• the original packaging;
• all supplied accessories, cables, adaptors, software, manuals and documentation;
• any free or promotional items supplied with the order; and
• no excessive handling or use beyond what is reasonably necessary to inspect the goods.

You may inspect the goods in the same way you would reasonably inspect them in a shop. If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may reduce the refund to reflect any reduction in value.

Where a valid consumer cancellation is made, we will refund the original purchase price and any standard outbound delivery charge paid, where applicable. We do not refund enhanced delivery charges, return postage costs, import duties, taxes, customs charges or storage charges, unless required by law or agreed by us in writing.

For consumer distance-sale cancellations, we do not apply a restocking fee simply because the customer has changed their mind. However, where goods or packaging have been handled beyond what is reasonably necessary to inspect the goods, or where the returned goods are incomplete, damaged, installed, used, marked or otherwise reduced in value, we may make a deduction from the refund to reflect the reduction in value. This deduction may be up to 20% of the original item selling price, or more, where the actual reduction in value is greater, and this is permitted by law.

Refunds will be made using the original payment method where possible.

Exceptions to consumer change of mind cancellation rights

Consumer cancellation rights may not apply to certain goods and services, including but not limited to:

• software, digital content or licence keys once supplied, downloaded, activated or unsealed;
• sealed software, audio, video or computer media once unsealed;
• goods made to order or supplied to the customer’s individual specification;
• personalised or customised goods;
• services, installation, training or support packages once fully performed, where performance began with the customer’s agreement;
• items purchased with or under a service, maintenance or SLA contract, where separate terms apply;
• used, refurbished, clearance, damaged-box or sold-as-seen items, where this was made clear before purchase.

This list is not exhaustive. We will confirm whether an exception applies when reviewing your cancellation or return request.

4. Business, organisation, education, reseller and trade returns

This section applies to business customers.

Business customers do not usually have the same statutory change of mind cancellation rights that apply to consumer distance sales.

Where goods are purchased by a business, organisation, school, reseller or other non-consumer customer, any return for change of mind, incorrect ordering, project cancellation, duplicate purchase, or customer/end-user cancellation is at BDM ArcScan’s discretion unless otherwise agreed in writing.

If we agree to accept a business return, the following conditions will usually apply:

• You must contact us before returning any goods.
• goods must not be returned without our written authorisation;
• goods must be returned in their original packaging;
• all supplied accessories, cables, adaptors, software, manuals and documentation must be included;
• any free or promotional items supplied with the order must be included;
• goods must show no signs of installation, excessive use, damage or misuse;
• goods must be in a resalable condition;
• return shipping costs are the customer’s responsibility; and
• a restocking, handling or administration charge may apply.

Where a business return is accepted for change of mind, incorrect ordering, project cancellation, duplicate purchase or similar reasons, our standard restocking charge is 20% of the original item selling price, unless otherwise agreed in writing. We may also deduct or charge for missing accessories, damaged packaging, used goods, installation marks, incomplete returns, collection costs, inspection costs, or any other reduction in resale value.

Business returns may be refused where the goods are special order, made to order, configured to order, software-based, licence-based, used, refurbished, damaged-box, supplied with services, or otherwise not suitable for resale.

5. Partner and reseller onward sales

All sales between BDM ArcScan or BDM Distribution and our partners, trade customers or resellers are conducted on a business-to-business basis.

Any onward sale by a partner or reseller to its own customer or end user is a separate transaction between that partner/reseller and the customer/end user. The partner or reseller is responsible for determining whether its own customer is buying as a consumer or as a business customer, and for complying with any applicable consumer, commercial, distance selling, warranty and returns obligations.

BDM ArcScan is not responsible for the returns policy, cancellation terms, refund terms or consumer-facing obligations offered by a partner or reseller to its own customers, except where we have expressly agreed otherwise in writing.

6. Incorrect, damaged or missing items

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete, or incorrect, please contact us as soon as possible by emailing:

info@bdmarcscan.co.uk

Please include your order number, a description of the issue, and photographs of the packaging and goods where relevant.

For goods damaged in transit, we ask that you contact us within 48 hours of delivery, where possible. This helps us investigate the issue with the courier. This request does not remove any statutory rights that may apply.

Please keep all packaging until the issue has been resolved, as the courier or insurer may need to inspect it.

7. Faulty goods and statutory rights

If you believe your product is faulty, please contact us as soon as possible so that we can help investigate the issue.

For consumer customers, your statutory rights may include rights to a repair, replacement, price reduction or refund depending on the circumstances and the time that has passed since delivery. Nothing in this policy is intended to limit or exclude those rights.

For business customers, fault claims are handled in accordance with our business terms and conditions, any applicable warranty, and any rights available under applicable commercial law.

Before accepting a return as faulty, we may ask you to carry out reasonable troubleshooting steps. This may include checking setup, installation, cabling, software, drivers, firmware, operating system compatibility, user settings, environmental conditions and any error messages.

Where appropriate, we may offer technical support, remote assistance, software updates, firmware updates, repair, replacement, or inspection by BDM ArcScan or an approved third party.

If a returned product is tested and no fault is found, or the issue is found to have been caused by misuse, accidental damage, incorrect installation, unsuitable software, unauthorised modification, customer equipment, third-party accessories or use outside the product specification, we may reject the claim and charge reasonable costs for inspection, labour, parts, return delivery or other costs incurred.

8. Warranty cover

Unless stated otherwise, new products distributed, sold or manufactured by BDM ArcScan are supplied with a minimum 12-month return-to-base UK warranty from the date of purchase.

Some products may include different, additional or manufacturer-specific warranty terms. Where this applies, those terms will be provided with the product or made available before or after purchase.

The warranty is in addition to any statutory rights that apply.

Proof of purchase will be required for any warranty claim. This may include your invoice, receipt or order confirmation. We reserve the right to refuse warranty assistance where reasonable proof of purchase is not provided.

Warranty covers

Warranty cover usually includes faults caused by:

• manufacturing defects;
• workmanship defects; or
• repair or update requirements arising from an official product recall.

Warranty does not cover

Warranty cover does not usually include:

• general wear and tear from normal use;
• minor or superficial cosmetic marks that do not affect usability or functionality;
• accidental damage;
• damage or malfunction caused by misuse, neglect, incorrect operation or lack of user experience;
• use outside the product’s intended specification or usage limits;
• unauthorised alterations, repairs or modifications;
• damage or malfunction caused by third-party equipment, software, accessories, computers, peripherals or components;
• damage caused in transit when returning goods to us;
• fire, theft, flood or other natural or man-made events;
• faults caused by unsuitable installation environments;
• consumable parts unless specifically covered; or
• incompatibility with third-party software or systems not approved or supplied by BDM ArcScan.

9. Making a warranty claim

To make a warranty claim, please contact us by telephone or email:

Telephone: 01908 410 414
Email: info@bdmarcscan.co.uk

Please provide the following information:

• your name and company name, if applicable;
• contact telephone number and email address;
• date of purchase;
• order number or invoice number;
• product make, model and serial number;
• full description of the suspected fault or issue;
• any error messages, error codes or screenshots; and
• any troubleshooting steps already attempted.

We will review the information provided and advise on the next steps. These may include:

• troubleshooting advice;
• technical or user support;
• remote assistance;
• software, driver or firmware updates;
• further investigation;
• referral to a manufacturer or approved third party;
• return-to-base inspection, repair or replacement; or
• an on-site service visit, where available and applicable.

10. Return-to-base warranty process

If we ask you to return equipment to us, we will issue a Returns Reference Confirmation. Please do not return goods until we have authorised the return.

When returning equipment, please:

• repackage the equipment securely, preferably using the original packaging;
• include all required accessories such as cables, power adaptors, software and manuals;
• include a copy of your Returns Reference Confirmation;
• Use suitable outer packaging and do not apply courier labels directly to the original product box;
• use a tracked and insured delivery service suitable for the value of the goods; and
• Send the goods to the return address provided in the Returns Reference Confirmation.

Unless we confirm otherwise in writing, the cost of returning equipment to BDM ArcScan is the customer’s responsibility.

BDM ArcScan accepts no liability for goods that are lost or damaged while being returned to us by the customer or the customer’s courier. If this happens, you will need to contact your delivery provider or insurer.

Once received, the equipment will be inspected and tested by BDM ArcScan or an approved third party.

If the fault is confirmed and covered under warranty, we will repair or replace the product as appropriate.

If the fault is not covered under warranty, or if no fault is found, we will contact you to discuss the available options and any costs before carrying out chargeable work.

11. On-site service visits

Where applicable, we may arrange an on-site service visit to investigate a reported fault.

On-site callouts, engineer attendance and labour are chargeable unless the customer purchased an on-site service and support plan, service contract or SLA with the original equipment, and that plan expressly includes the relevant on-site support. Any applicable charges will be confirmed before an on-site visit is arranged, unless covered under an eligible support plan.

Service visits are normally available Monday to Friday, between 9:00 am and 5:30 pm, excluding bank holidays.

Service visits may be carried out by BDM ArcScan or by an approved third party acting on our behalf.

If replacement parts are required, these may be chargeable unless covered by the applicable warranty, service agreement, support plan or SLA. We will aim to obtain replacement parts as soon as reasonably possible and arrange a return visit if needed.

On-site service visits do not include installation, setup, configuration, user training, software configuration, network configuration, computer configuration, operating system setup, driver installation, third-party software setup or other customer IT/environment-related issues unless these services were purchased from BDM ArcScan at the time of ordering, or have been separately agreed and paid for in writing. Customers are responsible for ensuring they have suitable IT support available to install, configure and operate the equipment within their own environment. Where assistance is required, customers should contact their internal IT provider, external IT support provider, or purchase BDM ArcScan installation and setup services where available.

If the issue cannot be repaired, we may arrange replacement equipment where this is covered by the applicable warranty, service agreement, support plan or SLA.

On-site service availability, response times, labour charges, callout charges, parts charges and return visit charges may vary depending on the product, location, warranty type, service contract, support plan or SLA in place.

12. Replacement equipment

Where replacement equipment is required, BDM ArcScan will aim to replace the product on a like-for-like basis where possible.

If the original product is no longer available, has been discontinued, or cannot reasonably be supplied, we may provide an alternative replacement product that meets or exceeds the minimum specification of the original product.

Alternative replacement equipment may be new, refurbished or reconditioned to a standard approved by BDM ArcScan. It may differ from the original product in manufacturer, model, appearance, size, colour, design or features, provided it is suitable as a reasonable replacement.

Replacement equipment will be supplied with the accessories and software reasonably required for normal operation.

Repairs and replacement products are covered for the remainder of the original warranty period unless otherwise stated in writing.

13. Return delivery of repaired or replacement equipment

Where a warranty claim is accepted, and the customer is located within the UK, BDM ArcScan will cover the cost of returning repaired or replacement equipment to the customer using our chosen delivery method.

For customers outside the UK, return delivery, customs, duties, taxes and related charges may be the customer’s responsibility unless agreed otherwise in writing.

14. Software, compatibility and automatic processing features

Some equipment is supplied with proprietary software, drivers, firmware or licence-based features.

Customers are responsible for checking that products are suitable for their intended hardware, software, operating system, workflow and project requirements before purchase. We recommend contacting us before purchase if you are unsure about compatibility or suitability.

Where equipment is used with third-party software, unsupported operating systems, unauthorised drivers, unapproved accessories or unsupported workflows, product performance, processing capability, or functionality may be affected. Warranty or refund claims may be refused where the issue is caused by unsupported third-party software, systems or equipment.

Products with automatic processing features, such as automatic page flattening, cropping, alignment, deskew, image correction or OCR, are supplied on the understanding that these features are designed to assist the user. Their performance and accuracy can depend on many factors, including the condition of the original item, equipment setup, lighting, operating environment, computer settings, software configuration and user experience.

BDM ArcScan does not guarantee 100% accuracy from automatic processing, image correction or OCR features. Users should check final images, files and output before relying on or distributing them.

15. Limitation of liability

Subject to any statutory rights that cannot be excluded or limited by law, BDM ArcScan shall not be liable for indirect, special, incidental or consequential losses, including loss of data, loss of income, loss of profit, loss of savings, loss of business, business interruption, loss of goodwill or losses suffered by customers of the customer.

For business customers, the customer’s remedy for a valid warranty claim will normally be repair or replacement, at BDM ArcScan’s discretion, unless otherwise required by law or agreed in writing.

Nothing in this policy excludes or limits liability where it would be unlawful to do so.

16. Changes to this policy

BDM Business Solutions Limited maintains a policy of ongoing improvement across its products, services and publications. We may update, replace, modify or discontinue all or part of this policy from time to time without prior notice.

The version of the policy in force at the time of purchase will normally apply to that purchase unless otherwise required by law.

E&OE.