Sage Returns & Cancellation Policy
We hope our customers will be happy with
their purchases but in the event a customer needs to return
product(s) or cancel an order, we will only be able to process them
if they are carried out in accordance with the procedures outlined
below.
A. What can be returned?
Note: Unless you were advised differently at
the point of sale, this policy applies to all of the following
products and services.
1. Software Returns & licence only
upgrades
We reserve the right to refuse but will consider your request to
return the software or download, but only if:
- Your Request is made within 30 days on the purchase date. This
30-day period starts on the day you actually placed your
order.
- It is in its original condition, i.e. unopened;
- The software has not been installed. If it has, we may ask you
to complete and submit a certificate confirming
un-installation.
- You have not obtained an activation key from us. If you have, a
refund will only be considered after the completion and submission
of a certificate confirming un-installation and internal
consideration by a member of Sage’s Customer Experience Team.
2. Stationery Returns
2.1 Standard stationery - If you purchased standard stationery
and it's in its original, unopened condition, we'll consider your
request if it's made made within 30 days of the purchase date. This
30-day period begins on the day you actually placed your order.
2.2 Bespoke stationery - Since we're unable to sell it to
another customer, we can't accept bespoke stationery returns unless
it contains printing errors caused entirely by us.
3. Workbooks
If the workbooks are in their original, unopened condition,
we'll consider your request to return them if it's made within 30
days of the delivery date.
4. SageCover (& other support services)
cancellations
SageCover contracts are for 12 months. We'll only consider
requests for cancellations if:
- Sage receive them within 30 days of the date of the invoice
date;
- No aspect of the service side of the contract has been used.
This includes, but is not be limited to, Sage Technical support,
www.sage.co.uk and also associated offerings such as the Sage HR
Advice helpline;
- No product upgrade has been provided (where the contract is
SCV2 or above);
- No discounts associated with the service contract have been
applied.
5. Training Services
5.1 We'll consider your request to cancel training services, but
only if:
- Sage receive the request within 14 days of the date of the
invoice;
- Training has not already been attended;
- Please see your individual training invoice for further
details.
5.2 Training Passports - We'll consider your request to cancel
training passports, but only if you haven't already attended the
training and your request is made within 30 days of the invoice
date.
Please see your individual training invoice for further
details.
B. How to make a return
To help us understand where we can improve our services and
products in the future we would like to discuss your return needs
with you. Please give us a call on 0845
111 66 66 to arrange this.
Of course, if the goods are faulty or sent in error Sage will be
responsible for all costs of the return. Otherwise we would kindly
ask that you return the goods at your own expense and ensure that
you take adequate measure for the goods’ safe return. Sage cannot
be responsible for lost packages.
As you would expect, this Policy does not have any
affect on your statutory rights.