FAQs

Q01I Am A New Visitor, How Do I Order From Your Website?

Can I call to place an order?
Yes, you can place an order with our sales team directly over the phone. Please call 01462 687550 where our friendly and knowledgeable staff will be more than willing to take your order.

How do I place an order?
You can place an order either via our secure website or by phone. We accept all major credit and debit cards.

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Q02What Payment Methods Do You Accept, And Is VAT Included In The Prices?

We accept all major credit and debit cards as a payment method. We show product prices both including and excluding VAT. All delivery charges stated on our website include VAT.

Please note that credit card transactions are subject to a 1.5% administration charge, over and above the original invoice amount.

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Q03How Do I Find A Product I Am Looking For?

Searching
If you know what sort of product, brand or product type that you are looking for, just enter it into our advanced search system which will then search throughout our website for matches to the search terms you have provided. This is a great way to obtain a precise list of the products you are looking for on our website very quickly.

Browsing
As an alternative to our search system, you can browse throughout our website for the types of products you are looking for. We have designed our website to be highly accessible for all types of users, so whether you are viewing by product type, category or brand listings you are going to easily find the products you really want because our website is structured so it is easy to use and navigate.

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Q04I Need To Find Out More Information About A Product, What Do You Suggest?

On our product descriptions we always include as much detailed information about a product that we possibly can, however in the event you require further information we suggest that you visit the relevant manufacturer website or e-mail our Technical Support department who will be happy to supply you with further information. A list of manufacturer websites can be found on the Resources Page which is located at the footer of the website.

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Q05Is Your Website Secure and Safe?

Security of our customer's details is of very high importance to us, so when you enter your personal credit/debit card details into our site payment system, you will be in our secure payment area. Our secure payment system uses Secure Socket Layer (SSL) and you will be able to tell if you are in a secure area as the domain name should start with https:// and a little padlock will appear at the bottom right of your browser and sometimes within the address bar depending on the browser you use. All information entered within this area will be encoded during transfer to our server. You will also find that we have a secure certificate installed and this further proves that your details are extremely secure and safe with our company.

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Q06Can I View My Past Order History and Account Details?

If you log into you're My Account you will be able to edit your account details and view your past order history with us.

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Q07I Have Forgotten My Password, What Do I Do?

If you have forgotten your password there is no need to panic, just go into the My Account section and click 'forgotten password?' and submit your e-mail address. This will then send your password details to the registered e-mail address. Please note that your password can only be resent to the registered e-mail address for security purposes.

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Q08What Are Your Delivery Rates and Policy?

Can I specify a timed delivery?
This is not possible as we attempt to keep the delivery costs to our customers as low as possible and timed deliveries would increase these costs. However, if you have placed an order before 4pm on our website in most cases it will be delivered by the next working day.

What are your delivery rates?
Our shipping rates are based upon the weight of the order to be shipped. To see what your shipping charge will be, please add your items to the shopping cart, and the product price plus the shipping charge will be displayed. For further information please visit either our Delivery or Terms and Conditions sections.

Do you deliver outside the United Kingdom?
No, currently we only dispatch to addresses within the Mainland UK, Northern Ireland, Southern Ireland, Isle of Man, Channel Islands & Scottish Highlands and Isles. However please note we are unable to deliver to PO BOX addresses.

Can you ship my order to my work address, an alternative address or leave at my neighbours?
We can only ship to the address that is registered to the payment card or to an alterative address providing that someone can sign for and accept the delivery. We need full address details for any delivery location. We are not able to leave deliveries in locations where there is no one to sign for them.

What happens to my order if I am not in when you attempt to deliver it
All our deliveries require a signature, so if a recipient is not available to sign for the delivery then a card will be left with contact details for the nearest courier depot or post office.

What happens if I receive my order and it is damaged, there is an item missing or I have been sent the wrong item, how do I report this?
If an order dispatched by our company arrives to you damaged or with missing/incorrect items, please contact our Customer Service department via e-mail at cs@powerdrive-computers.com within 24hrs so that we can investigate this issue. Please ensure you sign all delivery paperwork as 'damaged' should this be obvious.

What methods of delivery do you use?
We use a combination of a Courier and Royal Mail to deliver your orders. All orders placed before 4pm will be despatched the sameday, providing they are in stock when ordered. All deliveries will require a signature.

We are able to track all deliveries, so for orders that have not been received in a reasonable time frame, please contact our Customer Service department via e-mail at cs@powerdrive-computers.com and please provide your name, order number and date of purchase so we can trace your order and investigate the delay.

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Q09If I Place An Order Over The Weekend When Will I Receive It?

All orders are processed and dispatched from Monday to Friday. If an order is received over the weekend it will be processed the following working day.

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Q10Return of an Item?

How long will it take for my return to be processed?
We always attempt to process faulty returns very quickly so none of our customers are without their products for prolonged periods. This process normally takes 7 to 10 working days, however subject to circumstances this can take longer. If your returned item is going to take longer to process than the standard 7 to 10 working days we will notify you of this and advise you how long we expect it may take to complete.

How do I return a faulty item?
If you have a product that you wish to return to us please contact our Customer Service department via e-mail at cs@powerdrive-computers.com and request to return a faulty product. Please quote your name, order number and date of purchase to help Customer Service trace your order. Once we have confirmed this we will then issue you with a return number on which you can then return the faulty product.

You are responsible for the return of the product to our premises, and only products that have a manufacturing fault which is confirmed by our technicians will be accepted. Those products which have physical damage caused by end users cannot be accepted and the end user will then either need to arrange collection of the product or pay to have returned. All products purchased from us come with a return to base warranty, which means you are responsible for returning any reported faulty products to us along with complete kits, and a proof of purchase.

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Q11How Long Does The Warranty With Your Products Last?

We offer a full 12 month return to base warranty on all products from the original date of purchase (subject to you providing a proof of purchase, such as a copy of an invoice).

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Q12What Is Your Full Warranty/Returns Policy?

Further to the delivery conditions, all items are covered by a minimum of a 30-day warranty or the stated warranty period from the date of purchase against faulty materials or workmanship. During this period they will be repaired, replaced or have parts replaced, no credits will be given only replacement of goods providing that:

1. A RMA number must be obtained from our Customer Services Team.
2. The product is returned to the Company with evidence of the purchase date and invoice number.
3. The product has not been misused or handled carelessly.
4. All damaged goods must be reported within 24 hours of receipt and also each individual item returned must have a full written fault report on all faults included with RMA returns.
5. Repairs have not been attempted other than by the Company's authorised service staff.
6. The product is certified by the Company as being defective.
7. The Buyer will pay all carriage costs of alleged faulty units returned to Powerdrive Computers and will arrange for collection from the company or pay for return shipping.
8. Must be returned with complete kits, no damage & in full retail cartons.
9. If under exceptional circumstances agreement is made to accept back any unused product this will be subject to a 20% re-stocking fee and no refund of any carriage costs.

This guarantee does not confer any other rights other than those expressly set out in above and does not cover any claims for consequential loss or damage. This guarantee is offered as an extra benefit and does not affect your statutory rights.

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Q13Can I Cancel My Order?

If you need to cancel your order please contact us by phone or e-mail, we will then cancel your order immediately if it has not been dispatched and once cancelled you will receive a cancellation confirmation via e-mail. If you try to cancel an order after it has been dispatched then you will be required to pay for the shipping costs. However, if you return the item as it was received, then we will be able to issue a credit but only for the price of the item less a 20% re-stocking fee but please again note that the delivery cost cannot be refunded. You will need to contact us if you are going to return the item you do not now require, so that we can issue you a suitable return number.

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Q14I Need Technical Help, Where Do I Go?

If you need Technical Support or advice you can contact our Customer Service department for advice and support. Support is available Monday to Friday 9am to 5pm (excluding Public Bank Holidays) via e-mail support@powerdrive-computers.com

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Q15What Hours Is Your Customer Service Support Open?

Our Customer Service department is available from Monday to Friday 9am to 5pm (excluding Public Bank Holidays) via e-mail at cs@powerdrive-computers.com

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