Customer Service
Opening hours
Monday - Friday 8AM – 6PM
Payment
We accept all major credit and debit cards including Visa, MasterCard, Switch, Delta, Maestro, Solo and American Express. Please note we only accept payment by Credit Card if the card is registered in the UK or Ireland and we are delivering to the same UK or Irish address.
In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order. We also offer a PayPal service. You can select either of these payment methods from the basket page.
Delivery
Deliveries can take place from 8am till 6pm, and Next Day delivery excludes weekends and bank Holidays.
The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 6pm on the due delivery date, please contact us at customersvcs@revealmedia.com Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed.
Delivery Prices
Delivery prices are based on the product you order and the delivery destination. Delivery costs are specified within the basket page.
Privacy
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
Cancellation
If you are a consumer based in the UK and not a business or organisation then this section applies to you.
We want you to be entirely happy with your purchases from Reveal Media. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason. There is no cost for cancelling your order before despatch. You can also cancel your order within 7 working days from the day following delivery. If you wish to cancel your order, please email customersvcs@revealmedia.com
Faulty goods
On rare occasions products may develop a fault. We intend to ensure you get the fastest resolution possible and minimise the time you are without a working item. All new goods we sell have a 12 months warranty.
Fault Reporting Process
A fault request can be made by calling or emailing our support team support@revealmedia.com or 0203 070 2723 ext 2
In order to deal with the request efficiently please ensure you have the following information: Unit number or battery code, description of the issue and your contact information. Once this has been reported Reveal Media will provide a fault reference number.
Support Process
Once a fault has been reported Reveal Media will begin diagnosis and fix of the issue. An initial diagnosis will be conducted remotely via phone or email to ascertain the possible causes. Where possible Reveal Media will fix any faults or problems over the phone or via email, if a remote fix is not possible: at the client’s cost the faulty equipment is returned to Reveal Media’s Offices for repair or replacement at our workshop. Once the unit is working Reveal Media will arrange for its return, at no cost to the client.
Escalation
The escalation process can be initiated by Reveal Media and/or the client under the following conditions:
- Where a fault or problem has not been, or is not expected to be, rectified within an agreed period of time.
- A replacement unit is delayed due to delivery issues.
- A client is unhappy or unsatisfied at the level of service received.
Replacement Equipment
Loan Equipment: Reveal Media will attempt to provide loan equipment where the estimated repair time falls outside agreed service levels, or where it is necessary in the operation of the client’s business. However, this may not always be possible and is on a best endeavours basis.
Permanent Replacements will be provided free of charge where:
- The equipment has been used and maintained in accordance with the training and/or user manual provided to the client
- A hardware or firmware fault has been detected
Reveal Media reserves the right to not to repair or replace equipment at its cost where:
- It is deemed that the equipment has been damaged due to inappropriate or careless usage
- The equipment is damaged during correct operation, but in the course of duty (e.g. during physical restraint of a person)
Reveal Media will always attempt to replace parts or components of the equipment prior to a complete unit replacement. Reveal Media also reserves the right to provide like for like replacements.
Complaints
We hope you are happy with your product and the service you receive from Reveal Media, however if there is something you are not happy with please contact customer services at customersvcs@revealmedia.com where we will aim to come to a satisfactory resolution.