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Warranty policy.

Our Warranty Policy explains and breaks down the warranty which we offer on items in store and online via the Cash Converters Website.

This policy will be available on request in all our stores and on our website for customers to see.

What does the law say?

Our responsibilities in relation to warranties for new or second-hand goods are governed by the

Consumer Rights Act 2015, which replaced the Sale of Goods Act on 1 October 2015. It states that goods must be safe, fit the description that is given to them at the time of purchase, be of satisfactory quality and fit for purpose. If the goods have to be installed or assembled, there should be adequate instructions.

Responsibility remains with the retailer not the manufacturer.

The Consumer Rights Act covers the following:

  • Product quality
  • Returning goods
  • Repairs and replacements
  • Digital content rights
  • Delivery rights
  • Supplying a service

Goods to be of satisfactory quality.

Goods should be of a standard which a reasonable person would consider satisfactory. For example, used products may not be in the same condition as a new product. Goods must not be faulty or damaged when sold. Satisfactory Quality is determined by what a reasonable person would think is satisfactory. For example, a reasonable person would have lower expectations of the quality of goods sold as a “budget” item compared with the top-of-the-range equivalent. But a reasonable person would think the budget model was unsatisfactory if it did not work properly.

Goods to be fit for purpose.

The goods must be fit for the purpose which they are supplied for, including any specific purpose explained to the customer prior to the goods being sold.

Goods to be as described.

Goods supplied must match the description provided to the customer at the time of the purchase.

Terms and conditions.

Our Warranty terms and conditions relate to purchases made at stores trading as Cash Converters and/or via the Cash Converters website.

30-day right to reject.

Customers have the legal right to reject goods in accordance with the Consumer Rights Act 2015,  if the goods are of unsatisfactory quality, unfit for purpose or not as described, consumers will receive a full refund via the payment method they used to purchase the item(s).

Customers must notify Cash Converters as soon as they become aware of the fault. The right to reject is limited to 30 days from the actual sale date or delivery date if purchased online, customers will not be legally entitled to a refund if a product develops a fault after 30 days.

Stores must be able to evidence that an item was of satisfactory quality at the time of the sale. For example, using photographs, video and/ or PAT testing evidence.

During the first 30 days rather than claiming the short term right to reject the goods for a refund, customers may opt to request a replacement or repair.

For Website purchases (excludes items collected in store).

Customers have the right to cancel the contract within 14 days from receipt of purchase without giving any reason. The cancellation period will expire at the end of 14 days after the day in which the customer acquires, or a third party indicated by you (other than carrier), acquires physical possession of the goods.

To exercise the right to cancel, you must inform the store in which you purchased the item(s) from, of your decision to cancel the contract via phone or email within 14 days of receipt. If you cannot contact the store purchased from, please email customerservices.uk@cashconverters.com and we will assist you to locate the store in question.

If you cancel the contract, Cash Converters will reimburse you all payments received from you, including the cost of outbound delivery (except for cost arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

The item must be returned to us in full working order as new or in the same condition as it was when purchased within 14 working days after you notified us of your intention to cancel the contract (notification must be received by us within 14 days of the customer receiving the item). We cannot accept cancellations of contracts for the purchase of audio, video, or DVD/Blu-ray recordings, video games and software products where the item has been unsealed.

Once Cash Converters are in receipt of the item(s) and they are in the same condition as when purchased a refund will be processed via the same means used to make the purchase.

We will make the reimbursement without undue delay, and not later than:

  1. 14 days after the day we receive back from you any goods supplied, or
  2. (if earlier) 14 days after the day you provide evidence that you have returned the goods, or
  3. If there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.

Please note it can take between 3-5 banking days for your card issuer or bank to credit your account with the refund once the refund process has been initiated by us.

After 30 days and within the first six months.

If a fault occurs within the first six months of purchase, it is presumed to have been there from the time of purchase, unless we can prove otherwise. It is up to us to prove the fault was not present on the date of the sale.  If we can prove this then the warranty will no longer be valid.

When outside the 30-day right to reject period, we have one opportunity to either repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described. If the one repair or replacement attempt is unsuccessful, you are entitled to a full refund.

After six months and up to twelve months.

If a fault occurs after six months and up to twelve months from the time of purchase and you can prove the item was faulty at the time of purchase, then we will attempt to repair or replace any goods which are of unsatisfactory quality or unfit for purpose.

If the one repair or replacement attempt is unsuccessful, customers are entitled to a partial refund based on fair usage, current condition and market or resale value, whichever is lower.

Repair or replacement.

After the 30 day right to reject has passed you must allow us to make one attempt to repair or replace the item. Customers can state a preference on whether they receive a repair or replacement, but Cash Converters reserve the right to choose which option to take, whether this be to repair, replace or refund an item in accordance with the above clauses.

Returns.

Cash Converters will only accept goods returned that are:

  • Accompanied by a valid proof of purchase for the goods (electronic or paper copy)
  • Returned Items to Cash Converters should contain all items included in the original sale, including manuals, cables, disks, packaging and any other items originally supplied.
  • All returned items need to be tested and the fault verified before any refund, repair or replacement can be issued.
  • Repaired by an approved third-party vendor authorised by Cash Converters.

You will have to bear the direct cost of returning the item(s), you will be liable for any diminished value of the goods resulting from improper handling other than what is necessary to establish the nature, characteristics and functioning of the goods. You will be responsible for the cost of returning the item(s) to us unless we delivered the item to you in error.

Deliveries.

Cash Converters are responsible for goods until they are in your possession or in the possession of someone appointed by you to accept them or delivered to your nominated safe place.

If items are stolen because of you having given permission to a third-party, then you will not be entitled to a refund.

Examples of giving permission include: agreeing for items to be left with a neighbour or asking the courier to leave items in your safe place.

A delivery will not be considered late until a period of 30 days has passed unless we have agreed a specific delivery date with you.  If delivery is outside of 30 days or later than agreed, then you may request that Cash Converters terminate the purchase and provide a full refund.

Warranty exclusions.

This warranty does not cover the following: a) Physical damage

  1. Liquid damage
  2. Any damage caused by rooting/ jailbreaking a device
  3. Removable covers such as battery covers, port/interface covers and lens caps
  4. Any items with single use codes e.g., software, game activation codes or subscription codes
  5. Software downloads or software or applications installed on mobile phones, tablets, laptops or desktop computers
  6. Failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, faulty installation, improper maintenance, and improper voltage supply, interference from or with other electronic devices, alteration, improper modification, firmware flashing, bios flashing or service by anyone other than Cash Converters or an agent approved by Cash Converters.

Removable consumable parts - Consumable parts that degenerate over time but are not fixed e.g., batteries, bulbs, etc. will not be covered after 30 days from the date of purchase.

Non removable consumable parts - sealed batteries will be covered for new products only for the full duration of the warranty providing that no exclusions apply and they have not been removed or tampered with.  Batteries are checked for satisfactory operation on all used devices put up for sale, however, as a consumable item, batteries have a limited lifetime and used products will not be covered after 30 days from the date of purchase.

Cash Converters bears no responsibility for your loss of data, please ensure that all data is removed from the device before booking in for warranty or returning the device.

Consumer rights.

Nothing within this warranty policy limits or affects your statutory rights in accordance with the Consumer Rights Act 2015.