Customer Service

Delivery of the Products shall take place from JTRS’s warehouse and will select the carrier. Unless the Customer shall have notified JTRS in writing within 5 working days of the date of JTRS's invoice that the Products have not been received or that the Products were damaged then delivery shall be deemed to have taken place in accordance with the Contract and the Customer shall not be entitled to raise any claim of short or mis-shipment or damage to the Products.

The Customer shall upon receipt of the Products sign the delivery note (proof of delivery) and be responsible for complying with the applicable shipping requirements of JTRS and its carriers. The Customer’s sign-off on JTRS’s delivery shall be at carton level. JTRS shall be entitled to assume that any person who both reasonably appears and claims to have authority to accept delivery who signs a note in respect of the Products on behalf of the Customer or the Customer's customer (if JTRS has agreed to deliver direct) does in fact have the authority.

Any dates quoted or scheduled for the delivery of Products are approximate only and JTRS shall not be liable for any delay in delivery of the Products howsoever caused.

Partial delivery is allowed unless otherwise mutually agreed by both parties. Failure by JTRS to deliver the rest of the Products shall not entitle the Customer to treat the order as a whole as repudiated. The Customer shall bear all costs associated with the unjustified refusal of Products. If the refusal is made on the grounds that the order was wrongly placed (i.e. wrong product, wrong pricing, etc.) and the refusal is accepted by JTRS, JTRS reserves its right to charge accordingly additional fees for return transportation and administrative expenses related thereto, and original carriage costs will not be reimbursed.

In placing an order including by Electronic Means Customer may utilise one or a combination of account name, account number and other forms of identification including password or other code issued to Customer (together and individually "Customer's Identification" or "Customer Identification").

It is the Customer's responsibility to keep the Customer's Identification confidential. Customer has the sole responsibility for its Customer Identification. Customer shall immediately inform JTRS in case of loss of password or in case of any abuse or attempted abuse of Customer password or other Customer Identification. Customer agrees that Customer is entirely responsible for use of Customer's Identification and that it is Customer's responsibility to have in place security measures and procedures to ensure use of its Customer Identification only by authorised personnel for authorised purposes.

Customer agrees that JTRS is entitled to rely absolutely on any orders placed on JTRS which have utilised Customer's Identification and to deliver as directed by such orders and to invoice and be paid in respect of such orders.

Customer agrees that any order placed on JTRS including by Electronic Means mentioning or utilising Customer's Identification is a valid and binding purchase order.

Customer acknowledges that JTRS cannot guarantee the security of the Internet and the possibility of interception or corruption of data transmitted from Customer to JTRS using correct Customer Identification, and that JTRS is nonetheless entitled to rely on data transmitted in the form it is received at JTRS.

Except for Special Order Products, which are expressly excluded from the terms of this Clause and cannot be returned under any circumstances, if JTRS agrees to accept the return of any Products or agrees to carry out repairs to other products which have not been purchased from JTRS or agrees to repair Products which are out of warranty the Customer shall not send the same to JTRS unless they are accompanied by an RMA number previously advised by JTRS's customer services department and a copy of the relevant sales invoice and are sent in their original packaging.

The Customer shall notify JTRS within 5 working days of any delivery discrepancies or Product damages. If JTRS issues a returns number (RMA), Products must be returned to JTRS within 5 working days of the date thereof.

If JTRS has agreed to carry out repairs or to replace Products (or any parts thereof) other than for the purpose set out in Clause 10 above the Customer irrevocably authorises JTRS to carry out such repairs or provide such replacements as shall place the Products in proper working order.

JTRS shall accept no liability for any damage to or loss in transit of Products returned to JTRS whether under this Clause or under Clause 10 above unless JTRS collects the Products using its own carrier.

If JTRS has agreed to accept the return of Products, other than for the purposes set out in Clause 10 above or for the purpose of carrying out any other repair or replacement, the Products must be returned in their original packaging and in a clean resalable condition, and will be subject to a re-stocking fee at JTRS's discretion, failing which JTRS will refuse to accept the same and the Customer shall remain liable for the price thereof.

JTRS's returns process and terms can be found below:

1. GENERAL CONDITIONS FOR RETURNS. Every request for return of material must be addressed in writing by fax or phone, or by mail on support@jtrs.co.uk to the Customer Care Service Team. Products can only be returned when Customer Care issued a valid RMA number. An RMA number is valid for 5 days after its issue by Customer Care; consequently the concerned products must be returned to JTRS within that period of time. A new request for return of material must be introduced after 10 days as the RMA number expires automatically after that period of time. Only items purchased at JTRS can be returned. Verification is done based upon invoice number and date and in some cases on the serial numbers mentioned on the invoice.



2. REASONS FOR RETURNS



DOA (dead on arrival)


The DOA conditions reflect those of the relevant manufacturer. JTRS does not offer any warranty other than the one imposed by the manufacturer to JTRS. Consequently, the warranty conditions proposed by JTRS will be an exact copy of the manufacturer’s. 

When imposed by the manufacturer's warranty conditions, JTRS will in some cases not accept DOA products in return. In those cases the customer must return the DOA products to a third party designated by the manufacturer.

Defective products



JTRS does not offer any warranty other than the one imposed by the manufacturer to JTRS. Consequently, the warranty conditions proposed by JTRS will be an exact copy of the manufacturer's.
 Wrong deliveries by JTRS

• Customer Care must be notified of all wrong deliveries within 5 days date of delivery.
• Only products in their original condition and without damages to the box will be accepted for return.
• Transportation cost for returning the material will be at the expense of JTRS.
• Products damaged at delivery by JTRS
• Customer Care must be notified of all damaged deliveries within 5 days date of delivery.
• Transportation cost for returning the material will be at the expense of JTRS.

Wrong customer order

• JTRS reserves the right to issue or not an RMA number for the return of material in case the customer placed a wrong order.
• JTRS reserves the right to charge the customer a restocking fee of at least 10% of the product value, with a minimum of £ 40.

Return of goods 


Goods will be returned in their original packaging, complete, without any printed tape nor any writing on the box to following address only:


JTRS Returns Department,
Bay 23, Parkland,
Drift East,
Crick,
Northamptonshire,
NN6 7EX.
Tel: 0844 870 0436
Fax: 0844 870 0436



Damaged boxes are not accepted.


 Shipment recommendations 

Returns are only accepted if acknowledged through a RMA-number. This RMA-number must be clearly indicated on the upper side of the box in such way that damage of original box is excluded. Always mention the RMA-number on the freight slip as well, especially when returning the goods yourself.



Contact and opening hours 

Customer Service
Phone : 0844 870 0435

Email : support@JTRS.com

Opening hours

 Monday until Friday
09h30 - 17h30


Weekends / Bank Holidays
 - Closed

The Customer shall be responsible to JTRS for ensuring the accuracy of the terms of any purchase order, and shall be sole responsible for its selection of Products on any purchase order and the fitness of the Products for any particular purpose. JTRS disclaims any liability for any errors in the Customer’s purchase order.

JTRS reserves the right to make any changes to the Contract due to changes in the specification of the Products made by its suppliers or changes that are required to conform with any applicable safety or other statutory requirements. These changes will be duly notified to the Customer. The Customer cannot cancel or reschedule the Contract provided the changes do not alter the material terms of the Contract. For other types of changes, the possibility of cancellation will be subject to JTRS's discretion and conditions.

JTRS is under no obligation to accept the withdrawal of an order or the cancellation of a Contract, which has been accepted by JTRS. If JTRS agrees to accept the Customer's withdrawal of any order or the cancellation of a Contract such agreement will only be effected by means of letter, fax or email signed or sent by an Authorised Representative of JTRS.

Not withstanding any other terms of these Conditions it is agreed that the provision or display of Product pricing and other Information by JTRS to Customer does not amount to an offer by JTRS to sell such Product at that price or on any other terms. Supply of such Information is only an invitation to treat. An order by the Customer for Product or Services shall be the offer.

Not withstanding any acceptance by JTRS of any offer to purchase Products, if there has been a material or obvious pricing error by JTRS, JTRS shall be entitled within 30 days of its acceptance of such offer to either invoice the Customer for the Customer's true list price (not exceeding the prevailing market price at wholesale level) of the Product at the date of order or, if the Customer shall prefer, collect the Product at JTRS's expense and credit the Customer for any charges (e.g. price and freight) invoiced by JTRS.

Orders for Special Order Products may require the Customer’s acceptance of additional terms including prepayment of the order and will be subject to additional fees.

All Product pricing, description, availability and related information ("Information") provided by JTRS, in any form, is the property of JTRS or its suppliers. JTRS hereby grants Customer a limited, non-exclusive, non-transferable license to use the Information for its internal use only for the purpose of Customer's purchases and sales of Products sold by JTRS to it. JTRS shall be entitled to stop the provision of Information at any time without notice. Customer agrees to hold in confidence and not to directly or indirectly use, reveal, report, publish, disclose or transfer to any other person or entity any of the Information or utilise the Information for any purpose except as permitted herein. JTRS makes no warranty, either express or implied on the Information or its accuracy. All Information is provided to Customer "as is."

Prices for Products in JTRS's stock ready to be shipped will be established at the time the order is accepted by JTRS;

If the Customer places an order for Products not in stock at the time of order (a "Backorder") or the Customer places an order for scheduled delivery, such orders shall be irrevocable and the price for such Products shall be the price established at the time the Backorder or scheduled delivery is accepted by JTRS.

Notwithstanding any of the foregoing, JTRS reserves the right to increase its prices after acceptance of a Backorder or scheduled delivery due to an increase in its supplier's price to JTRS or an increase in direct costs to which JTRS becomes subject (including without limit costs resulting from currency fluctuation) but JTRS shall only increase its price by such level as is necessary to reflect such increases.

All prices quoted by JTRS exclude the cost of transport from JTRS's warehouse to the Customer's receiving point, as well as configuration, fulfillment and other services provided by JTRS.

All prices and charges are exclusive of any applicable Value Added Tax, which the Customer will be additionally liable to pay to JTRS. Unless otherwise stated prices exclude any copyright levies, waste and environmental fees, and similar charges that JTRS by law or statute may or shall charge or collect upon resale.

If Customer is offered special pricing for certain orders and such pricing is made available to JTRS from its suppliers ("Special Bids"), the Customer shall adhere to the applicable Special Terms and other terms and conditions of such Special Bids and agrees to indemnify JTRS for any claims made against JTRS by the suppliers for Customer's non-compliance with the supplier's terms and conditions. Customer agrees to pay any service fees charged for JTRS's pass-through of Special Bids and other supplier driven benefits the Customer may receive, including any marketing funding, price protection and individual rebates, and agrees that pass-through and payment of such benefits will be subject to JTRS having received the benefits from its supplier. The Special Terms may oblige the Customer to comply with certain requirements including but not limited to (i) the sale of the Products only to specifically named end-users; (ii) the disclosure of end-user information to JTRS and its suppliers for the purpose of end-user verification; and (iii) the submission of copies of end-user invoices, end-user purchase orders or end-user shipping documents to JTRS and its suppliers. Subject to the Special Terms applicable for the individual suppliers and Products, non-compliance with the Special Terms may entitle JTRS and/or its suppliers to reclaim and invoice the Customer in full for all discounts, rebates and other special price conditions granted to the Customer under the special price.

To see the current status of any orders you have placed on the JTRS website, log in to your account and click on the relevant order number. This will then display the current status of your order. If you are unsure about anything then please call the Customer Service Team on 0844 870 0435 and quote your order reference number.

If any of your details change then please ensure that you update your account settings as soon as possible. JTRS accepts no responsibility for the accuracy of the information you provide for your account details. If you are unable to amend the details in time that effect a potential order then please call the Customer Service Team immediately on 0844 870 0435.

JTRS does not manufacture the Products (or where the Products comprise computer software does not publish or license the software) and subject to the conditions set out below in this Clause 10 JTRS only sells the Products with the benefit of the manufacturer's or publisher's or licensor's (“publisher's”) warranty (as the case may be).

JTRS will accept liability for defective Products only to the extent that JTRS is entitled to make a claim under the manufacturer's or publisher's, Dead on Arrival, warranty or other defective goods terms and actually obtains from the manufacturer or publisher a refund credit repair or replacement in respect of the defective Products. Processing of these defective Products shall be made according to the manufacturer's procedure and the instructions set out below. JTRS cannot and shall have no obligation to accept a return of and/or grant a credit for Product not compliant with the manufacturer's procedures.



JTRS shall be under no liability in respect of any defect arising from fair wear and tear willful damage negligence abnormal working conditions failure to follow JTRS's or the manufacturer's or publisher's instructions (whether oral or in writing) misuse or alteration or repair of the Products without JTRS's approval. JTRS shall be under no liability under the above warranty if the total price of the Products has not been paid.

All warranties, conditions or other terms implied by common law or statute, or otherwise in connection with the sale or supply of goods or goods or services (save, in the case of goods, as to title) are excluded to the fullest extent permitted by law.

Any claim by the Customer, which is based on a defect in the quality or condition of the Products, shall be notified to JTRS's Customer Services Department. Upon notification of any such claim by the Customer JTRS shall either notify the Customer whether the policy of the manufacturer of the Products is to deal with the Customer direct (in which case the Customer shall deal with the manufacturer direct provided JTRS gives sufficient details to enable the Customer so to do) or shall provide the Customer with an RMA number (in which case the Customer shall return the Products to JTRS in their original UNMARKED packaging together with details of the RMA number and the Customer's name and address). If JTRS issues an RMA number to the Customer JTRS shall not send any replacement Products to the Customer until after the original Product has been returned to JTRS. This shall only apply to Products the Customer is entitled to return to JTRS as provided in these Conditions.

JTRS shall not be liable to the Customer for any economic or financial loss or damage (including without limit any loss of profits, loss of revenue, liabilities incurred by the Customer to third parties relating to Products delivered or Services rendered by JTRS, or additional expenses incurred or the cost of time spent) or any consequential, indirect, or special loss or damage costs expenses or other claims for consequential compensation whatsoever (including without limit loss of or damage to data or loss of goodwill) incurred or suffered by the Customer and in every case howsoever caused or arising (and whether caused by the negligence of JTRS its employees or agents or otherwise).

JTRS's liability for direct loss or damage arising from damage to tangible property for which JTRS is liable shall be limited to the VAT exclusive price of the relevant Product or Service. In no event shall JTRS’s liability exceed the maximum amount of JTRS’s insurance cover.

Nothing in these Conditions shall in any way exclude or limit any liability JTRS may have for death or personal injury caused by its negligence.

JTRS shall not be liable to the Customer or be deemed to be in breach of any Contract by reason of any delay in performing or any failure to perform any of JTRS's obligations in relation to the Products or Services if the delay or failure was due to any cause beyond JTRS's reasonable control. Without prejudice to the generality of the foregoing the following shall be regarded as causes beyond JTRS's reasonable control:-

Act of God explosion flood tempest fire or accident;
act of terrorism war or threat of war sabotage insurrection civil disturbance or requisition;
acts restrictions regulations byelaws prohibitions or measures of any kind on the part of any governmental or parliamentary or local authority;
JTRS import or export regulations or embargoes;
strikes lockouts or other industrial actions or trade disputes (whether involving employees of JTRS or a third party);
difficulties of JTRS's supplier in obtaining raw materials labour fuel parts or machinery.

If Customer is selling Products or Services purchased from JTRS to a Consumer the Customer shall ensure the Consumer is given sufficient and appropriate information and descriptions as to the Product's or Services' fitness for the purpose for which the Products or Services are normally used and any particular purpose the Consumer has required or agreed with the Customer. Customer shall not remove or replace any labeling, user manuals, components or other material from the Product as supplied by the manufacturer or JTRS, and shall not in its advertising, marketing or labeling provide any public statements on the specific characteristics of the Products or Services on behalf of JTRS, the manufacturer or their representatives.

Customer accepts liability for the Products' conformity with the Customer's Consumer contract ('conformity' as defined by the EU Directive 1999/44/CE of May 25, 1999 and legislation implementing the Directive), and Customer shall not offer any warranties or representations to the Consumer as to the quality, fitness for purpose of the Products without the manufacturers' express consent. Customer agrees to hold harmless and indemnify JTRS and the manufacturers against any loss, costs, and damages caused by the Customer's acts or omissions. If Customer is held liable to the Consumer caused by a Product's lack of conformity resulting from an act or omission by the manufacturer or JTRS, or any other intermediary, Customer may by law or statute be entitled to pursue remedies against JTRS, the manufacturer or any other person liable in the contractual chain. Provided Customer is legally entitled to pursue such remedies and JTRS is held liable by a competent court of law, JTRS's liability to Customer shall be limited to an amount corresponding to the Customer's original purchase price of the Product or Service giving rise to the claim by the Consumer.

Should the Product warranties offered by the manufacturers or JTRS under these Conditions be restricted compared to the guarantees the Consumer is entitled to under law, the Customer agrees to take sole responsibility towards the Consumer for the excess liability and waives any claim it may have against JTRS in respect of such excess.

The Products are subject to the intellectual property rights of JTRS's suppliers (i.e. the Product manufacturers). Customer is not authorised to alter, cover, or remove any reference to such intellectual property rights on the Products, and shall adhere to any guidelines and restrictions provided by JTRS's suppliers if the Customer is granted a right to use such rights in the marketing and resale of Products. JTRS shall have no duty to defend, indemnify or hold Customer harmless from and against any or all claims brought against Customer or damages and costs incurred by Customer arising from the infringement of a third party's intellectual property rights, except to the extent JTRS's supplier is offering such defence or indemnification to JTRS on a pass through basis. Upon threat of claim or claim of infringement, JTRS may, at its option (i) procure the right to continue using any part of Product, (ii) replace the infringing Product with a non-infringing Product of similar performance, or (iii) refund to the Customer the purchase price paid by the Customer for the infringing Product. Notwithstanding any other terms or conditions to the contrary JTRS's liability for infringement of intellectual property rights under these Conditions shall not exceed the Customer's purchase price for the infringing Products.