Returns & Refunds Policy
This policy applies to all products sold by Winston Marriot Limited, trading as PONDESK, a company registered in England and Wales under company number 09111626, with its registered office at C/O Digitus, 363a Dunstable Road, Luton LU4 8BY, United Kingdom (referred to as “the Supplier”, “we”, “us”, or “our”).
1. Purchase Confirmation
Orders placed with Winston Marriot Limited (trading as PONDESK) are supplied within a business-to-business trading environment.
All returns, cancellations, and refunds are handled strictly in accordance with the terms outlined in this policy. The Supplier reserves the right to verify order and transaction details where reasonably required.
2. Eligibility for Return
To be eligible for return, the following conditions must be met:
a) Return Request Timeline:
A formal return request must be submitted within 30 days from the date of delivery.
b) Return Authorisation:
i) All returns require prior written approval from the Supplier.
ii) Approved returns will include instructions such as the return address and any required reference numbers.
c) Condition of Returned Items:
Returned goods must:
i) Be unused and not installed.
ii) Be in original, undamaged packaging.
iii) Include all accessories, manuals, and components.
iv) Be in a fully resaleable condition, free from damage, markings, or alterations
d) Supplier Rights:
i) The Supplier reserves the right to refuse any return that has not been authorised in writing.
ii) The Supplier may reject goods that do not meet the above conditions or are deemed unsuitable for resale.
iii) Any deductions, restocking fees, or shipping costs will be applied as per the terms outlined in this policy.
3. Restocking Fee & Refund Deductions
Where a return is accepted without any fault of the Supplier (for example, if goods are returned for reasons such as change of mind or ordering error), the following conditions will apply:
a) Restocking Fee
5% restocking fee will be deducted from the refund to cover handling, inspection, and administrative costs.
b) Delivery and Return Shipping Costs
i) The original delivery charges paid at the time of purchase are non-refundable.
ii) Return shipping costs for sending goods back to the Supplier are the responsibility of the customer.
c) Payment Processing Fees
For payments made via PayPal or other third-party payment services, any transaction or processing fees charged by the payment provider are non-refundable and will be deducted from the refund.
d) Refund Processing
i) Refunds will only be issued after the returned goods have been received, inspected, and approved by the Supplier.
ii) The Supplier reserves the right to reject returns that do not meet the conditions set out in this policy or are found to be damaged, incomplete, or otherwise unsuitable for resale.
4. Non-Returnable Goods
The following items cannot be returned under any circumstances:
a) Products that are custom-made, personalised, or made to order
b) Products that have been modified to your specifications
c) Items that are used, installed, or damaged
d) Goods not in their original packaging or missing any components, manuals, or accessories
e) Products that have been put into use for any operational, demonstration, installation, academic, research, or project-related purpose and cannot be returned in a fully resaleable condition
f) Products that have been mixed inseparably with other items and cannot be returned to their original condition
5. Faulty or Damaged Goods
If goods are received faulty, damaged, or incorrect, the following process applies:
a) Notification
i. You must notify us within 48 hours of delivery.
ii. Notification should include a clear description of the fault, damage, or error.
iii. Supporting evidence, such as photographs or videos, may be requested to verify the claim.
b) Assessment and Verification
i. Upon receiving the notification, the Supplier will assess the reported issue.
ii. We reserve the right to inspect the goods before approving any claim to confirm the fault or damage.
c) Resolution Options
Following assessment of a reported fault, damage, or incorrect delivery, Winston Marriot Limited (trading as PONDESK) may, at its discretion:
i. Facilitate repair of the product through the manufacturer or an approved service provider to restore it to proper working condition
ii. Provide a replacement product of the same or functionally equivalent type
iii. Issue a full or partial refund where repair or replacement is not feasible
All resolutions are subject to verification of the claim, inspection of the goods, and compliance with the terms of this policy.
6. Warranty
Winston Marriot Limited (trading as PONDESK) supplies products on behalf of manufacturers. We provide supplier warranties in accordance with the terms below. Please note that we are not the manufacturer, and any manufacturer warranties remain the responsibility of the manufacturer and must be claimed directly with them where applicable.
a) Warranty Period
i. Any supplier-provided warranty, where applicable, starts from the date of purchase as shown on the original invoice.
ii. A valid original invoice or proof of purchase is required to make a warranty claim.
iii. Certain products may also be covered by the manufacturer’s warranty, which must be claimed in accordance with the manufacturer’s terms.
b) What the Supplier Warranty Covers
Where a supplier-provided warranty applies, it covers:
i. Defects in materials or workmanship that were present at the time the product was supplied
ii. Faults in design as delivered by the manufacturer
c) What the Warranty Does Not Cover
The supplier warranty does not cover:
i. Misuse, improper handling, or incorrect installation of the product
ii. Normal wear and tear from regular use
iii. Unauthorised repairs, modifications, or alterations
iv. Damage or faults caused after the product leaves the supplier
d) Additional Terms
Replacement items under the supplier warranty may be new or functionally equivalent refurbished units.
i. The original warranty period is not extended or renewed as a result of any repair or replacement.
ii. The Supplier reserves the right to refuse warranty claims if:
o Required documentation (e.g., invoice or proof of purchase) is missing, incomplete, or altered
o The product shows signs of misuse, neglect, or unauthorised modifications
7. Returns Procedure
All returns must be authorised in writing by Winston Marriot Limited (trading as PONDESK) before any goods are sent back. Returns sent without prior approval will not be accepted or processed.
Steps to Request a Return
i) Submit a Return Request
a) Email: [email protected]
b) Include the following information in your email:
§ Order details (order number, invoice number, and date of purchase)
§ Reason for the return (e.g., wrong item, damaged, or other)
§ Supporting evidence, such as photographs or videos, if applicable
ii) Wait for Approval
a) The Supplier will review your request and provide written approval along with any instructions required to process the return.
b) Approved returns will include details such as:
§ Return shipping address
§ Reference numbers or authorisation codes (if applicable)
iii) Returning the Goods
a) Only return the goods after receiving written approval.
b) Ensure all items are securely packaged and in accordance with the conditions outlined in our Returns Policy (e.g., unused, complete, and in original packaging).
8. Return Address
Once approved, goods should be sent to the following address:
Winston Marriot Limited (trading as PONDESK)
C/O Digitus, 363a Dunstable Road,
Luton LU4 8BY,
United Kingdom
9. Limitation of Liability
To the maximum extent permitted by law, Winston Marriot Limited (trading as PONDESK) shall not be liable for any losses or damages that are indirect, incidental, or consequential, including but not limited to:
a) Loss of profit, revenue, or anticipated business
b) Loss of contracts or business opportunities
c) Any indirect financial or economic loss arising from the use or inability to use the supplied goods
Our total liability to any customer for any claim, whether arising under contract, tort (including negligence), or otherwise, shall not exceed the total value of the goods supplied under the relevant order.
This limitation applies even if the Supplier has been advised of the possibility of such losses or damages and reflects the allocation of risk agreed between the parties in a B2B transaction.
10. Governing Law & Jurisdiction
This policy and all transactions shall be governed by and interpreted in accordance with the laws of England and Wales.
All disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
11. Contact Details
For all returns, refunds, and warranty enquiries: