Customer Care

Thank you for buying from us! Please retain this link as it contains important information for you. In addition to some FAQ's for your convienence we have published direct contact numbers for all our principle vendors. In the event that you experience any difficulty with your purchase please refer to this site in the first instance.

If you have a problem... FAQ's

Upgrade Options are committed to fair trade and will endeavour at all times to seek a working solution to any customer query. Our full terms and conditions are available from this link, the following abridged version is designed to address FAQ's and is for your convenience.

• Your product doesn't work or is incompatible?
• You believe you have received the wrong product?
• You think the product has been damaged in transit?
• It seems you have only received some of the goods you ordered?
• You wish to return a product?
• You wish to comment on your experience?
• Manufacturer support list

Your product doesn't work or is incompatible?

Check the manual and call the manufacturer as most issues require only minor adjustments / software downloads. Having contacted the manufacturer, call us on 0871 231 1900 quoting the manufacturers call reference number, if applicable (this may be vital in any subsequent return situation).

Follow this link for the manufacturers support list.

You believe you have received the wrong product?

Minimise damage to packaging (it will speed up any necessary returns process) and contact our sales team immediately (sales@upgrade.co.uk or 0871 231 1900)

The product has been damaged in transit?

Please either refuse the delivery, or if accepted ensure the goods remain sealed and contact our customer services within 24 hours of receipt (customerservices@upgrade.co.uk)

You have only received some of the goods you ordered

On occasion it is necessary to incrementally ship products to you. Check the invoice / packing note to see which items have been shipped. If the paperwork differs from the products received and you have checked the packaging thoroughly contact your account manager immediately (sales@upgrade.co.uk)

You wish to return a product

Eligibility must be established prior to returning products to us by contacting our sales team (sales@upgrade.co.uk) who can discuss the issue. Please have your invoice number and account number to hand. A return request form will be sent which must be completed (signed and returned) prior to any return authorisation.

Please note:

• A restocking fee of upto 25% may be applicable
• Goods are not sold on a trial basis.
• Loan products are not supplied for goods under repair.
• We are not liable for any consequential loss or expenses, however caused, including incidental return cost.
• Only goods with an authorised returns number clearly displayed on the outside of the packaging can be accepted.
• Please click here to download one of our returns forms

You wish to comment on your experience

Positive or negative, we invite your responses, from which we would hope to develop ever better services for you. In the first instance we would ask that you pass comment to your original contact. Should you wish to raise the matter at a higher level then please either write to the Chief Operations Officer or email johnk@upgrade.co.uk Your custom is important to us - thank you.

To view and print a PDF version of our customer care brochure please click here