1.1 Definitions: the terms herein regulate the customer’s use of items and services provided by Duotone Limited, hereafter referred to as Duotone, we, our and us. The Customer is you, the person, persons or company purchasing products and/or services from Duotone.
Duotone is the Product Vendor and/or Service Provider as identified on all correspondence, including invoices detailing products and/or services queried, quoted, ordered, purchased and delivered and inclusive of any other correspondence arising. The site/s refers to Duotone’s web site, www.Duotone.ie hereafter unless stated as Duotone. Software covers computer operating systems, middle-ware and/or applications including signage management software and related licenses.
1.2 We offer goods and services for delivery and installation within the Republic of Ireland, based on the price quoted in the same calendar month order is processed. If a quote being processed is from a previous calendar month, we will do our best to hold the quoted price.
1.3 Every effort is made to ensure the accuracy of information shown on our web site. Where a model of a product is shown on the web site at the point of enquiry, there can be occasions where it is now obsolete, or the availability is under constraint. If a shortage should occur at that stage and a significant delay anticipated, our staff will contact you with an offer of an alternative product, a lead time for the product ordered or where the product will not be available within a reasonable period the option to cancel your order.
1.4 We reserve the right to cancel or refuse an order at any time and without explanation or where an incorrect price or information has been provided in error.
1.5 We remain the owners of any goods you purchase until payment has been received in full.
1.6 Catalogues, price lists and other advertising literature or material as used by Duotone are intended only as an indication as to the price and range of the products offered and no prices, descriptions or other particulars contained therein shall be binding on Duotone or its staff.
1.7 Customers may be asked to sign an order confirmation form and / or lease agreement forms before an order is processed; these forms will contain further or overriding Terms and Conditions. In the event that there is a conflict in terms and conditions, the signed document will override the above.
2. Stock Availability
2.1 Duotone may maintain stock in our Showroom/office/supplier distribution warehouse, which is used to fulfil orders.
3. Delivery & Collection
3.1 Duotone delivers products and service to clients in The Republic of Ireland or those with a presence in The Republic of Ireland only (Duotone reserves the right to change these terms).
3.2 Delivery times may vary, however, standard lead time for delivery of an in-stock product will take between 1 – 3 business days nationwide (unless specified otherwise by Duotone).
3.3 When an order is processed and payment is completed, the goods in-stock are dispatched on the same or following day by Courier, from a central distribution warehouse. Orders placed for collection for in-stock items i.e. ‘immediate delivery’ can be collected from our collection point upon confirmation via e-mail to the address given at the time of order. Customers placing orders for collection that are not in stock at the time of order will be notified of availability by phone or e-mail.
3.4 It is your responsibility to check the goods on receipt.
3.5 Orders placed are for delivery or installation only. If you wish to order a product for collection you should indicate this to staff. We will try to accommodate you where possible.
3.6 An order can be placed for goods that are not in stock. Those items will be dispatched as soon as they become available.
3.8 Where some items from your order are not in stock those items in stock will be dispatched and those which are not in stock will be dispatched as they return to stock. Where an item is not expected to return to stock we will contact you (Staff can dispatch all goods in an order together when all goods are in-stock if requested).
3.9 Any errors or discrepancies with your order, damage to goods or packaging, on delivery to you, must be notified by email to our Customer Service Department (see Return of Goods) within 2 working days of receipt of goods.
3.10 If the estimated delivery date cannot be met the customer will be advised of a proposed new delivery date. If the customer is not satisfied with this revised date and if the order is not delivered within the date specified; the customer may cancel the order without charge and obtain a full refund.
3.11 Please note that we cannot specify delivery times i.e. 1-3 business days in line with order cut off times between the hours of 9.00am – 6.00pm only Mon – Fri.
4. Installation & Setup
4.1 Installation times may vary, however, standard lead time for installation of an in-stock product will take between 4 – 12 business days nationwide (unless specified otherwise by Duotone). Installation time may be delayed due longer hardware lead times.
4.2 It is your responsibility to check the installation is satisfactory immediately upon completion.
4.3 Installation teams must be able to install equipment in a timely and efficient manner without obstruction or delay where possible.
4.4 Installation can be completed more than one day if agreed between the customer and Duotone before the order is processed.
4.5 If the estimated installation date cannot be met the customer will be advised of a proposed new installation date. If the customer is not satisfied with this revised date and all products due for installation have not yet been delivered within the date specified; the customer may cancel the order without charge and obtain a full refund.
4.6 Installation will be arranged only between the hours of 9.00am – 5.30pm only Mon – Fri.
5. Security & Personal Information
5.1 You are responsible for the security and proper use of all passwords relating to the
service and must take all necessary steps to ensure that all passwords are kept confidential, secure, used properly and not disclosed to other people.
5.2 If you forget any password, by contacting the customer service centre by telephone and satisfying such security checks as we may operate, you will be given a new password to enable you to use the service.
6.1 The price a Customer has to pay is shown on a Duotone email, quotation, price list or order confirmation. The Customer will confirm this price at the time of order by authorising the order.
6.2 Payment or part thereof may be requested prior to the supply of the products or services. Duotone may suspend delivery of the order until payment is received in full.
6.3 Should there be a pricing error on the web site, in any correspondence from Duotone, or by any other communicative method, the right is reserved by us to cancel the order and offer the product(s) and/or service(s) at the correct price. All quoted or listed prices are based on the cost to Duotone of supplying the Products to the Customer. While Duotone tries to ensure that all prices are accurate, errors may occur.
7. Cancelling an Order
7.1 Please ensure the accuracy of your order before completing the payment stage as an order placed for an in-stock item is processed and dispatched within a very short period and therefore cannot be cancelled.
7.2 A customer has the right to ‘cancel’ the contract at any time up to ’14 working days starting the day after delivery’ of product (not applicable to business customers). There is no charge for cancellations for consumers in this case. As all products are special orders (i.e. product ordered in to fulfil order), once payment or purchase order has been received for the order, there is a restocking fee of €40 or 15% of item to be cancelled or returned whichever is higher, this only applies to business customers and is at our discretion, excluding all other delivery charges. Details of all orders made will be stored on our database.
8. Change of Mind
8.1 Under the “Distance Selling Directive” a purchaser has the right to return goods within 14 days (see above).
8.2 This option does not apply to Business Customers or computer software.
8.3 If you wish to return goods to us under the “Distance Selling Directive” you must contact our Customer Service Department by sending an email to info@Duotone.ie indicating this as the reason for your return of goods (see Return of Goods) and obtain an RMA confirmation email. It is the responsibility of the purchaser to return the goods to us at their expense. The goods will be checked upon receipt and where they meet the requisite conditions a credit will be issued using the same method as used to pay for the goods. If the goods are found to have been damaged a credit will not be issued and the purchaser will be notified that the goods will be made available for collection. If the goods are then not collected within 30 days they will be disposed of without recompense.
9. Return of Goods
9.1 We will accept the return of goods found, on delivery to the Customer, to be faulty or not working in accordance with the manufacturer’s specification and notified to us within 7 days of receipt (see RMA below) or within the manufacturer’s warranty return policy.
9.2 If you wish to return goods to Duotone you must first obtain an RMA confirmation email from Duotone by sending an email to info@Duotone.ie. The reason for using email is to provide a record. Returns will only be dealt with by e-mail. An RMA will remain valid for 29 days. It is your responsibility to return the goods to us.
9.3 Goods returned must be packaged to the requirements requested by duotone staff or the manufacturer. You may have to show an RMA number clearly on the outside of the packaging or they will not be accepted at their destination. Products must be packaged securely and include all manuals, accessories, original packaging and the manufacturer’s packaging must not be defaced. A charge will be applied to rectify any damage to the goods
or packaging. Once payment or purchase order has been received for the order, there may be a restocking fee of €40 or up to 15% of item to be cancelled or returned whichever is higher, this only applies to business customers and is at our discretion, excluding all other delivery charges.
9.4 Software that has been opened cannot be returned.
9.5 Orders with a pre-approved RMA can be refunded within 30 days of cancellation. We do ask that all goods are returned before a refund is issued, however, this is not obligatory. In other cases (excluding “Distance Selling Directive” returns) we will, at our discretion, raise a credit less any applicable charges to remedy any damage as outlined above
9.6 Goods returned as faulty or where any damage to returned goods is judged to be excessive or to have caused the fault for which the goods are returned or are subsequently found not to be faulty, as defined by the manufacturer’s warranty, will be subject to a handling charge. In such cases the customer will be notified that we will not accept the return and the goods will be made available for collection. If such goods are then not collected within 30 days they will be disposed of without recompense
9.7 Products that are specially ordered may be non-returnable or may have unique return restrictions on returns provided at the time of sale.
9.8 Unless explicitly confirmed orders placed on our web site, by telephone or by e-mail are solution assured by the customer and are subject to Duotone Ltd Terms and Conditions of Sale.
10. Manufacturer’s Warranty
10.1 All goods supplied carry a manufacturer’s warranty. This will deal with the repair of any product which was working at the point of receipt but developed a subsequent fault. Warranty varies with manufacturer and you should check your documentation and contact the manufacturer or their advised agent for help before returning goods to us. Our Customer Service Department can advise you on this.
10.2 LCD screens: Pixel failure on LCD screens is not unusual and acceptable to a prescribed level under international standards. If you feel you are affected by this please contact us.
11.1 We offer no guarantee of suitability for the product you select and the onus lies with you to satisfy yourself in advance of purchase.
11.2 We cannot accept responsibility for circumstances outside our control, such as in the case of strikes, fire, war, acts of terror, riots, violent disorder, natural disasters, shortages in stock or transportation, exchange fluctuations, currency shortages, governmental or
regulatory action, or delays in deliveries from suppliers or manufacturers or the effect of such delays. In such an event the agreement for sale can be terminated by either party, without compensation, with written notification to the other after two months or any time thereafter.
11.3 We will seek to resolve any dispute amicably and where that is not possible then through an agreed third party and where such effort does not reach an outcome satisfactory to both parties then it should be referred to the relevant court of law.
11.4 We will not accept any responsibility or liability for customer data. It is the responsibility of the customer to ensure they have a copy of or have removed any data from a product before returning it to us.
12.1 A Customer purchasing electronic goods which replace a similar item (i.e. Laptop for Laptop, TV for TV, etc) may return such goods to us within 30 days of the purchase of a replacement item. To arrange this please contact at info@Duotone.ie.
13. Data Protection
13.1 Data supplied in relation to an order shall be held only in so far as it relates to that order and will not be given to any third party. Data relating to a payment by credit card is processed in a secure environment by the handling agent and is not available to us.
14. Education Support Contracts
14.1 Duotone provide a wide range of bespoke support services. Pricing for contracts will vary from client to client. We may do an on-site audit before providing a quotation.
14.2 Some, but not all support contracts include up to 1-hour of remote Tech Support and up to one 1-hour on-site support visit each quarter (3-month period). Remaining unused support hours will not carry over into the next 3-month period.
14.3 Duotone reserves the right to refuse support to clients without a support contract.
14.4 Duotone will aim to provide standard remote support to 1 – 2 working day and emergency remote support within 2 working hours.
14.5 Duotone will aim to provide standard on-site support within 1 – 2 working days for education customers in Leinster; and 2 – 4 working days for and education customers in Ulster, Munster & Connaught.
14.6 In contract additional remote support pricing is €60 ex. Vat per hour.
14.7 In contract additional on-site support pricing is €99 ex. Vat per hour for education customers in Leinster; and €180 ex. Vat per hour for education customers in Ulster, Munster & Connaught.
14.8 Out-of-contract (No contract) remote support pricing is €70 ex. Vat per hour.
14.9 Out-of-contract (No contract) on-site support pricing is €175 ex. Vat per hour for education customers in Leinster; and not available for education customers in Ulster, Munster & Connaught.
14.10 Working hours for Duotone are specified as “Duotone Office Hours” below.
14.11 We reserve the right to change support contract terms at any time. Such changes will not be implemented until after a 3-calendar-month notification. Customers will be notified before the changes are implemented are will be given the option to cancel their contract without penalty.
15. Business & Hospitality Support Contracts
15.1 Duotone provide a wide range of bespoke support services. Pricing for contracts will vary from client to client. We may do an on-site audit before providing a quotation.
15.2 Some, but not all support contracts include up to 1-hour of remote Tech Support and up to one 1-hour on-site support visit each quarter (3-month period). Remaining unused support hours will not carry over into the next 3-month period.
15.3 Duotone reserves the right to refuse support to clients without a support contract.
15.4 Duotone will aim to provide standard remote support to 1 – 2 working day and emergency remote support within 2 working hours.
15.5 Duotone will aim to provide standard on-site support within 1 – 2 working days for business customers in Leinster; and 2 – 4 working days for and business customers in Ulster, Munster & Connaught.
15.6 In contract additional remote support pricing from €70 ex. Vat per hour.
15.7 In contract additional on-site support pricing from €119 ex. Vat per hour for business customers in Leinster; and from €220 ex. Vat per hour for business customers in Ulster, Munster & Connaught.
15.8 Out-of-contract (No contract) remote support pricing from €80 ex. Vat per hour.
15.9 Out-of-contract (No contract) on-site support pricing from €270 ex. Vat per hour for business customers in Leinster; and not available for business customers in Ulster, Munster & Connaught.
15.10 Working hours for Duotone are specified as “Duotone Office Hours” below.
15.11 We reserve the right to change support contract terms at any time. Such changes will not be implemented until after a 3-calendar-month notification. Customers will be notified.
before the changes are implemented are will be given the option to cancel their contract without penalty.
You shall indemnify and hold us harmless against all liabilities, claims, damages, losses, expenses, costs and proceedings howsoever arising from or in any way connected with the use of the Service.
Customer complaints should be in written form. Complaints can be sent via email to info@Duotone.ie or via post to: Duotone Limited, Unit 3 – 5, Block K, Grants Rd, Greenogue Industrial Estate, Rathcoole, Co. Dublin, D24 TY43. Duotone will review the complaint, endeavour to resolve the issue, and reply within 10 working days. All complaints will be stored in our customer care database, for a period of not less than 1 year, and may therefore be accessed online at any time.
Contacting the Web Site
Unit 3 – 5, Block K, Grants Rd,
Greenogue Industrial Estate,
Co. Dublin, D24 TY43
Duotone Office Hours: 9:00 am to 5:30 pm, Monday to Friday, excluding Bank and Public Holidays.