Returns Policy

Thank you for shopping at DataStores. If you are not entirely satisfied with your purchase, we’re here to help.

1. Returns

Please check that the product is compatible with your system before opening the box! If you are not sure, call our sales team on 0207 291 0890.

You have 14 days from the date you received the item to return it. To be eligible for a return, your item must be unused and in the same condition that you received it. 

The product must be unopened in the original packaging with all seals on the outer box intact.

Returns of this nature are subject to a 5% handling fee, calculated based on the original purchase price of the returned goods. Original shipping costs are non-refundable. The 5% handling fee does not apply to defective, damaged, or incorrectly shipped items.

Your item needs to be returned with the correct RMA paperwork, which will be supplied by our customer service department. Call us on 0207 291 0890 or email: customer.services@protape.co.uk

2. Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will issue a refund to your credit card (or the original payment method).

You will receive the credit within a certain number of days, depending on your card issuer’s policies.

2B. Account Customer Returns

For items purchased on 30 day trading account a 10% surcharge will be applied to credits unless replacement goods are issued, in which case this will be wavered.

3. Shipping

You will be responsible for your own shipping costs to return your item. Shipping costs are non-­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4. Faulty Products within the DOA warranty period

In the event your product develops a physical fault, you will have the option of an exchange or refund if the fault occurs within the DOA period (G-Technology: 30 days from purchase; LaCie: 14 days from purchase). This is subject to the terms and conditions outlined in section 6.

Goods will be tested upon arrival at Protape to verify the fault. Units found not to be at fault will be returned with a report.

The hard drive must be returned in its original packaging with all peripherals, and the fault must be verified by us to qualify for a replacement or refund.

5. Faulty Products outside of the DOA warranty period

Should the product develop a physical fault after the DOA period but within the manufacturer’s warranty period, you will be entitled to a warranty replacement. This will be supplied by the manufacturer but processed by us; alternatively, you can raise an RMA directly with the manufacturer.

You will be without a product during the RMA returns process whilst we send off your faulty unit and await the warranty replacement (usually 14-21 days). We can check a hard drive’s warranty expiry date and status using the serial number on the chassis.

6. Hard Drive Warranty Process

All hard drives must be returned with a completed Hard Drive Return Form to our address:

  • Protape Ltd, Kirkman House, 12-14 Whitfield Street, London, W1T 2RF.

Please contact us by phone 0207 291 0890 or email us for a copy of the returns form.

Protape will test all hard drives in-house to verify any product fault claims and process an RMA with the relevant manufacturer. If no fault is found, we would generally return the unit to the customer with a report outlining the tests performed and a possible diagnosis.

7. Advance Replacements

If you require an advance replacement, it will have to be paid for. A refund will be issued upon receipt and verification of the faulty unit. If no fault is found with the drive, it will be returned to you.

8. Acceptable Product Faults

The manufacturer’s warranty only covers hardware faults, not software faults. A corrupt hard drive does not qualify as a faulty drive unless an underlying hardware issue is causing the file corruption. A corrupt hard drive is generally a soft fault caused by an operating system malfunction or by corrupted files. Drives can be repaired/restored in Disk Utility (MAC) or Disk Management (Windows) by using the First Aid and Erase functions. In the event you need to recover files, we recommend using third-party data recovery software, e.g. Disk Warrior.

Hardware faults do qualify for replacements under warranty. Examples of these are:

  • The hard drive does not power on.
  • The drive is making loud clicking/ticking sounds.
  • The hard drive keeps ejecting whilst in use.
  • The hard drive does not mount or show in Disk Utility.
  • Files will not transfer onto the unit.
  • The drive cannot be successfully formatted.

9. Data Loss

Protape cannot be held liable for any data loss incurred by a product fault. Your data is your responsibility. All data should be backed up securely. We recommend backing up to at least 3 different places. 

10. Contact Us

If you have any questions on how to return your item to us, please contact us on 0207 291 0890 or email: customer.services@protape.co.uk