RWR Services - Terms and Conditions
TERMS AND CONDITIONS
The following Terms & Conditions do not affect your statutory rights.
SPECIAL CUSTOMER TERMS & CONDITIONS
Any customer’s orders containing special conditions will only be accepted by RWR Services on the understanding that they do not conflict or vary, from our own Terms and Conditions of Sale.
CARRIAGE AND PACKING CHARGES
Carriage will be charged on all U.K. deliveries at cost, unless prior arrangements are agreed with RWR Services Products in writing. All claims for transit damage must be made within 7 days of receipt of goods.
PRICES
Prices will be maintained according to current lists, for as long as possible, but may be subject to change without prior notice. Prices charged will be those ruling at the date of dispatch.
VALUE ADDED TAX
All prices quoted are exclusive of VAT which will be charged, where applicable, at the time of dispatch.
Exemption claims must be supported by appropriate written certification, at the time of order.
SETTLEMENT TERMS
Payment terms on all orders processed, within the U.K. are strictly on receipt of invoice date.
INTEREST CHARGES
The company reserves the right to charge interest, on overdue accounts, at a rate 3% above U.K. bank base rates.
RESERVATION OF TITLE
Ownership of goods and right of title to those goods will not pass to the purchaser until the invoice is paid in full.
RETURN OF GOODS
All returns for credit must be previously agreed in writing.
Please contact our customer service dept who will advise you in the correct procedures for all return items.
A re-stocking charge of 20% of the value of the goods may be charged.
It will be the customers’ responsibility to return the goods at their expense within 10 working days from the invoice date.
All returned goods must be in the original packaging, clean and unused.
CANCELLATION OF ORDERS
Cancellation of orders must be notified to the company in writing and only with prior agreement of the company.
CATALOGUE/BROCHURE ILLUSTRATIONS & DESCRIPTIONS
Every care has been taken to ensure that descriptions and illustrations are accurate in all our literature, although this information is only issued as a guide the identity of goods, and slight product changes may be made, without prior notification to the customer
DELIVERY DATES
The company will provide customers with estimated delivery times but cannot accept any liability for failure to achieve
these delivery times
SERVICE & REPAIRS
Reference document below - available on request: -
Summary of On-Site & Workshop work undertaken for the Servicing, Calibration and Inspection of Physiotherapy, Electrotherapy, Patient Couch & Rehabilitation (Exercise/Gym) Equipment. Document Iss. July 2025
On site service & repairs & callouts:-
A quotation will be provided prior to any visit for customers approval which may include additional charges as follows:-
a) Major repairs and Parts (if required) may incur an additional charge and will be quoted separately prior to any work undertaken.
b) Minor repairs i.e. that can easily be diagnosed and rectified in a short period of time and involve low cost items, will be undertaken as part of the service work.
c) Our Engineer will always require reasonable access to the equipment. If access is not available waiting time may be charged. *Waiting time up to 10 minutes per room, additional time after this is charged @ £55.00 per hour or part thereof.
Workshop service & repairs: -
A quotation will be provided for customer approval with the same caveat a) & b) as above.
WARRANTY
All New equipment or Items purchases carry a Manufactures Warranty in accordance their terms of conditions.
All second-hand equipment (pre-owned) purchased carry a six-month warranty unless stated.
All Repairs or Refurbishment of equipment are covered by a three-month warranty period subject to RWR Services agreement.
The warranty is valid from the date of purchase (invoice date) until the end of the warranty period.
The warranty is subject to proof of purchase being provided; therefore, you should retain your sales invoice.
The warranty is not transferable to a third party.
All New and Second-hand (pre-owned) equipment purchased directly from RWR Services carry a RTB UK warranty.
Note: Items shipped or taken outside the UK carry the same RTB warranty but will be liable to pay for all transportation cost for all delivery & collections of any warranty claim.
What is covered: -
Parts and Labour costs in relation to the repair of any fault which occurred during normal usage of the item within the warranty period. Note: All warranty work must be carried out by RWR Services.
What is not covered: -
a) Consumables including cables, electrodes and batteries (unless otherwise stated) and normal wear and tear.
b) Faults caused by shock or fall, sand, dust, dirt, damp or corrosion, leaky batteries, an act of war or terrorism, fire, theft, attempted theft, accidental or malicious damage, misuse, vandalism, corrosion, water contamination or ingress, frost, flooding or other adverse weather conditions, repair or cleaning by unauthorised personnel, damage caused by 3rd party delivery or transportation, damage caused by improper voltage or wiring, impact; c) Faults relating to damage to components such as connector pins deemed by us to be the result of accidental damage or misuse;
d) Faults that have occurred because the purchaser has not used, stored or handled the product properly or have not followed any written instructions for the product, or those of the manufacturer; or damage or defect due to wilful neglect or negligence by anyone other than us;
e) Faults due to the connection of other fittings or accessories to the product which has not been approved.
f) Loss of quality, degradation of performance or actual damage that results from the use of spare parts or other replaceable items (such as consumables) that are neither made nor recommended by the Manufacturer or RWR Services. g) Lost or damaged software data.
h) No liability can be accepted for consequential damage, injury or loss of revenue, arising from defective items.
RWR Services products sold will not be liable for equipment failure or accidents which occur due to the extreme age of equipment which is serviced or equipment that is being used after the manufacturers recommended date of replacement.
Making a claim:-
Any claim must be submitted in writing to address above or by email richard@rwrservices.co.uk whereupon at the company’s option, goods may be repaired, replaced or refunded dependent upon satisfactory evidence that the goods are faulty.
Warranty Process: -
a) Depending on the item and issue we reserve the right to request images of the equipment/fault and discuss the issue to help diagnose the fault.
b) We may require you to make small adjustments to the equipment as sometimes the problem can be rectified this way.
c) We may send you parts / accessories to fit, this will be easy and simple to do, we will supply written instructions and / or telephone support to help with this process.
d) If the problem is deemed to be claimable under warranty (subject to inspection), then RWR Services will issue instructions so you can return the item for inspection or at RWR Services discretion for large / heavy items we may arrange for an engineer to visit.
e) All goods returned as faulty will be checked thoroughly by us and if no fault is found the item will be returned to you.
We reserve the right not to offer a repair or replacement unless a fault with the item can be established, an inspection fee may be chargeable for items that are found not to be faulty, and the issue is deemed to be user error.
f) RWR Services reserves the right to offer a replacement item in circumstances where a repair is deemed uneconomical.
g) We will repair / replace or refund the equipment in line with our terms & conditions, if special order parts or parts are on back order, or deliveries are delayed, we will not be liable to any claim relating to this.
LOAN EQUIPMENT
Loan equipment for non-warranty and warranty items will only be provided at the discretion of RWR Services.
RWR Services cannot be held responsible for any loss of income incurred by the user therapist whilst equipment is being repaired or in transit
DISCLAIMER NOTICE
Every endeavour has been made to ensure that the information given herein is true and reliable but is given only as guidance to our customers. The company cannot accept any responsibility for the loss or damage that may result from the use of the information due to the possibility of variations of processing or working conditions and of workmanship outside of our control.
