Foxway FAQs - In Kind Direct

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Foxway FAQs

Find answers to your questions about our partnership with Foxway.

What’s the difference between new and refurbished?

New computers typically come straight from the factory, often via intermediate sellers, in original, unopened packaging.

Refurbished computers are pre-owned and used, typically by businesses for office use. Our high-quality refurbished equipment will be fully functional but may include minor cosmetic blemishes or slight cosmetic damage; this will be made clear in the product description at the time of order.

What can I expect from refurbished equipment?

We follow rigorous quality guidelines that ensure every item we sell runs like new. The inspection and testing process includes a full diagnostic test, secure removal of data and replacement of any defective parts. We thoroughly clean each item before grading so that you can be sure of its condition and then pre-load a licensed operating system ready for use. Note that laptops are not pre-loaded with software such as Microsoft Office (Word, Excel, PowerPoint), which is available by separate purchase from Microsoft.

The items are packaged in an individual box and come with the accessories as described on the product detail page.  All products are backed by our Satisfaction Guarantee and FREE extended 12- month warranty.

What are the benefits of buying refurbished equipment?

Buying refurbished helps your budget and the environment!

Refurbished computers are cheaper than buying brand new and can offer the same model up to 70% less than the original new price. The price might be lower, but the performance stays the same. All our refurbished items are fully tested and prepared for reuse before they are sold to ensure they deliver a great out of box user experience.

Environmentally, refurbishing a computer extends its lifespan and reduces the need for new product to be manufactured, significantly reducing carbon emissions (CO2e).  The mining and production of the core minerals for new computers uses a lot of energy and water which is harmful to the environment.

 

Refurbishment means:

· Reduced demand for valuable natural resources

· Less CO2 emissions than new manufacture

· Less e-waste and avoidable end of life recycling

· Lower energy, water and fuel consumption used in new production

 

In summary you can help the environment and save money by purchasing refurbished items.

How are refurbished items graded?

We follow rigorous quality guidelines that ensure every item we sell runs like new. The inspection and testing process includes a full diagnostic test, secure removal of data, replacement of any defective parts, thorough cleaning process carried out, product grading and pre-loaded licensed software.

The items will be fully functional Grade A laptops. Should this change, this will be clearly marked and explained.

 

Excellent Condition – Grade A

· Cosmetic condition: Excellent

· Screen: no scratches

· Body: no signs of cosmetic damage (scratches, dents, etc.) will be visible when the product is held 30cm away.

· Functional condition: Excellent

· Functionality: fully functional

· Battery Health: >80% of their original battery life

· Accessories: generic or OEM accessories and packaging provided

All our refurbished items come with a 12-month extended warranty for peace of mind!

Who are Foxway?

Foxway is a leading provider of lifecycle management services and solutions for technology assets. We turn the complex asset recovery process into convenience for our blue-chip partners, maximising value recovery and minimising risks, while helping them achieve their Environmental, Social and Governance (ESG) goals.

 

Foxway operates to industry best practices and is independently certified to international standards including:

· ISO 9001:2015 Quality Management System

· ISO 14001:2015 Environmental Management System

· ISO 27001:2013 Security Management System

· ISO 45001:2018 Occupational Health & Safety Management

· R2:2013 Responsible Recycling

· Microsoft Authorised Refurbisher

 

Recent Industry Awards include:

· In 2021, Foxway (Global Resale) were proud to be presented with the prestigious Queen’s Award for Enterprise in International Trade

· Foxway (Global Resale) received a Microsoft Innovation Award in 2021 in recognition of its partnership and development of ‘SMART’ digital licensing support for the refurbishment of computers

Through this program partnering with In Kind Direct, its mission is to increase access to affordable refurbished IT equipment.

More information is available at foxway.co.uk

Where do the refurbished items come from?

Thanks to our huge sourcing capability with our global business partners, we receive computer equipment from large corporate businesses and end of lease returns. We process and refurbish thousands of items every month. This means they are functionally checked, wiped of data, refurbished, cleaned and graded.

 

If you need a device for browsing the Internet, doing homework, or helping your organisation grow, we’ve got some great value products for you.

What is included with each item?

Details about what is included is described in the product information at time of order. For instance, Laptops will come with a power adapter, Desktop PCs and Display Monitors include power cables and a video lead enabling connection to the PC to the Monitor.

Do I get a keyboard and mouse with my Desktop PC?

Yes, all refurbished computer Desktop PCs (not Laptops) are supplied with power cable, mouse and keyboard as described in the product information at time of order. A handy set up guide will also be included.

Are user manuals available?

Physical user manuals are not included. These can be conveniently downloaded by web searching your model and “manual”, for example, “HP 840 G5 user manual”.

What comes installed on a computer?

Computers and Laptops come with a genuine licensed operating system.

 

Desktop PCs and Laptops are not pre-loaded with software such as 365 or Microsoft Office (Word, Excel, PowerPoint), which is available by separate purchase from Microsoft.

What is my device’s battery life?

As part of the refurbishment process, we check the battery health for capacity and confirmed as accepting a charge. We are unable to guarantee the life expectancy of a battery which is considered a replaceable part of a portable machine which wears over time.

 

However, for Grade A refurbished laptops, battery health is >80% of the original battery life. We do of course expect all refurbished laptops to contain a working battery above a minimum capacity. If it was found that a battery was below this at the time of supply, we would expect the item to be returned for inspection and resolution.

Does the computer include licensed Microsoft Windows?

Yes, we are one of the largest Microsoft Authorised Refurbishers in the world. This means we professionally refurbish Windows devices, ensuring a great out of box user experience. Details of the Windows Operating version will be contained in the product description at the time of purchase.

Currently, all laptops are using Microsoft Windows 10 pro.

Why buy a computer from a Microsoft Authorized Refurbisher (MAR)?

Microsoft Refurbisher partners follow strict requirements established by Microsoft to ensure customers receive a high quality, professional refurbished device installed with genuine Microsoft Windows software. Such devices are free of defects, malware and viruses that could negatively impact your privacy and security.

 

Only genuine Windows operating systems offer to end users the quality and security they expect with the added benefit of ensuring their PC is always up to date.

How to tell a genuine Microsoft Windows license?

Every refurbished device from a Microsoft Authorized Refurbisher includes a specially designed Genuine Microsoft Refurbisher label (GMRL) affixed to the chassis.

Does my computer include anti-virus protection?

Yes, all computers supplied with pre-installed Windows 10 and 11 come with Microsoft Security included. This is a free anti-virus suite from Microsoft, which provides the latest antivirus protection. Your device will be actively protected from the moment you start Windows. Windows Security continually scans for malware (malicious software), viruses, and security threats.

Is recovery media supplied with a refurbished PC?

No, Microsoft Authorised Refurbishers do not include recovery media with refurbished computers. You can learn more about making your own system backup by visiting support.microsoft.com.

Do you provide Microsoft Office (Word, Excel, PowerPoint)?

No, unless otherwise stated in the product description at time of purchase, we do not install Microsoft Office or any other software on our refurbished computers.

Do you supply Microsoft 365?

No, Microsoft 365 is a subscription service that makes sure you always have the most up-to-date modern productivity tools from Microsoft. There are Microsoft 365 plans for home and personal use, as well as for small and midsized businesses, large enterprises, schools, and non-profits. It is available to purchase from Microsoft.com.

How should we manage our unwanted equipment?

Decommissioning devices with data security in mind cannot be overlooked when disposing of technology. Properly guarding the data stored or accessed from technology devices. Security breaches can plague consumers and businesses and result in untold economic and personal impact.

 

Production and disposal of electronics also has such a huge environmental impact. We recognise the problem of end-of-life management for technology devices and the complexities and challenges for organisations when dealing with it. Please get in touch if you want to understand more about our services or commitment to the environment. We will share our industry leading certification standards and the strict compliance policies that we follow.

When will I receive my order?

Delivery is by express courier and delivery will take place within 10 days from the order date.

How is my order delivered?

Orders are shipped by express courier and should be delivered within 1-2 days from despatch date dependent on your location.

You will receive an email notification from our selected express courier with an online tracking reference when we despatch your order.

Please keep in mind that if you purchased more than one item they will be in separate packages and could arrive at different times.

Where is my order?

When we despatch your order, you will receive a notification from our selected express courier with an online tracking reference. If you do not have a tracking reference, please get in contact and we will confirm the delivery status.

How do I set-up my equipment?

We understand not everyone is familiar with how to connect and set-up a new device, so we include a handy user set-up guide in each box. In the event you experience any difficulty, you can contact us by email ikd@foxway.com for help and support. Please ensure you include your order number in any correspondence.

What should I do if I have a problem with my item?

Each item comes with an extended 12-month Return to Base Warranty. This means you are responsible for returning the item. Details about the warranty and how to return an item are included in the box you receive with each item. Should you experience any issues with your item within the warranty period, please get in contact with us and we will do our best to help resolve any issues as quickly as possible.

Missing something from my order?

We do our very best to ensure you receive your order as expected. In the unlikely event something is missing, please contact us by email at ikd@foxway.com for help to resolve as quickly as possible. Please ensure you include your order number in any correspondence.

What if I experience any problems with my items?

We want you to order with confidence and be fully satisfied with your purchase, that’s why we back products with a Satisfaction Guarantee and 12-Month Extended Return to Base (RTB) Warranty included in the box with each item.

 

In addition, if you experience any problems within the first 30 days after delivery, we will arrange return shipping of the item for repair or replacement free of charge. It is advised you retain the original packaging in case return shipping is needed. Cost of return is the responsibility of the buyer beyond the 30 day period. If for some reason you are not entirely happy with your order, please contact us by email at ikd@foxway.com for help to resolve as quickly as possible. Please ensure you include your order number in any correspondence.

 

Our customer service team will first troubleshoot the problem. If the troubleshooting process does not fix your issue, you can get a replacement product if one is available. If a replacement isn’t available, you will get a full refund.

 

Where it is agreed to return a product, we will send you a shipping label and authorised return number. It is advised you retain the original packaging in case return shipping is needed.

 

Items containing software – It is your responsibility to save and back up any data and be prepared to de-enrol any device security options before returning a defective item which has any data stored on it.

What is your returns policy?

if you experience any problems within the first 30 days after delivery, we will arrange return shipping of the item for repair or replacement free of charge. It is advised you retain the original packaging in case return shipping is needed. Cost of return is the responsibility of the buyer beyond the 30 day period. If for some reason you are not entirely happy with your order, please contact us by email at ikd@foxway.com for help to resolve as quickly as possible.

 

In the case of buyer’s remorse, we would be prepared to accept the item(s) back within the first 30 days with the customer responsible for returning, however it would likely be subject to a re-test and re-stocking charge, which would be deducted from your refund once processed. Please contact us by email at ikd@foxway.com for help to resolve as quickly as possible.

 

Faulty/damaged items:

· You must check for any faults/damage on arrival and report to us within 48 hours so we can investigate and resolve as quickly as possible.

· Where it is agreed to return an item, it must be returned within 10 days of a return (RMA) reference provided.

 

Unwanted Items:

· Logistics cost of returning unwanted items is to be covered by the customer.

· Item must be returned unopened, unused and in the same condition in which it was received.

· Item must be returned within 30 days of receipt.

 

All goods returned within the warranty period are eligible for repair or replacement. We reserve the right to replace or repair any faulty products or components with either new or refurbished parts. We do not accept the return or exchange of any item if the Manufacturer’s Serial Label has been removed or broken.

What happens if I need to make a warranty claim?

The warranty is applicable to the organisation who placed/paid the original order and is non-transferable. However, we understand product may be made available to an individual recipient. Any warranty claim should be made through the original recipient organisation and associated order reference number. For clarity, we will honour the warranty for the use of product by an end user, but any claim must be made through the original recipient organisation.

 

We guarantee the items will be free from defects caused by faulty materials or poor workmanship for the duration of the 12-month warranty period from invoice date. Under this guarantee, the Company will, as its option, either repair or give a replacement of equivalent quality or issue a refund to the Recipient for any goods found to be defective by reason of faulty materials or by poor workmanship.

 

What is covered?

· Technical defects or faults caused by improper workmanship or materials.

 

What is not covered?

· Accidental damage

· Damage to screens, fascia and surrounds (including fading and discolouration)

· Liquid damage

· Issues caused by third-party software

· Any component changes since the item was originally supplied to you

If it is agreed to return an item, we will send you a shipping label and authorised return number. It is advised you retain the original packaging in case return shipping is needed.

 

Items containing software – It is your responsibility to save and back up any data and be prepared to de-enrol any device security options before returning a defective product which has any data stored on it.

 

What will we do?

· When we receive your item, it will be inspected by our technicians, and the issue will be diagnosed. If the problem isn’t covered by the warranty, or if the warranty has been voided (for example if the item has been accidentally damaged) we will return the item to you free of charge.

· If the problem is covered by the warranty, our technicians will attempt to fix the issue and return your item to a fully working condition. If we are unable to fix the issue, we will supply a replacement item of the same type and equivalent specification. Your repaired or replacement item will be shipped within 5 working days of receiving the defective item by express courier and tracked delivery.

· If we’re not able to fulfil either a replacement or repair, a refund will be processed through the original order mechanism.

Contact us?

If you need any help, you can contact our friendly customer support team by email at ikd@foxway.com and we will respond Monday to Friday between the hours of 9am and 5pm.