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Support
At West One, our highest priority is satisfied customers. You are important to us and you can expect us to go the extra mile for your business. Superior customer service is the hallmark of West One. We are proud to serve you and work hard to earn your business.
All E-mail support is free for the first 2 years. For telephone support the first 5 incidents within the first 30 days of purchase are free. Please note that we do not provide direct support third party hardware or for operating systems or other software on your PC.
After the first 30 days or 5 incidents (whichever comes first), the telephone support cost is £35+VAT per incident.
If you find a "bug," we fix it free of charge, regardless of when you purchased Orchid
Software Update
All software updates are free for the first 2 years after purchase. Current users of Orchid can upgrade to a newer version or a different package by visiting our downloads page
After the first 2 years, software updates can be purchased at 50% of the current purchase price.
Hardware Support
West One supports only hardware supplied directly by us. Click Here to see our current hardware items & hardware pricing. Faulty hardware will only be accepted with an RMA number, to obtain this please refer to returns policy below.
Lost Passwords and Serial Numbers
Serial Numbers: West One, do not provide replacement serial numbers.
Orchid Passwords: West One, may assist with lost Orchid passwords for a charge of £35+VAT To apply for assistance, please please contact our support line or submit your request through our request form.
Database Passwords: West One does not provide assistance with lost database passwords.
Upgrading your software package
You always have the option to upgrade to a higher package of Orchid. All you have to do is pay the difference between the two packages.
Return Policy
Any faulty / damaged goods must be notified in the first instance, by telephone within 24 hours of receipt. Faulty / damaged items must be returned within 28 days of purchase for a replacement. This does not affect your UK statutory rights. To receive replacement, all goods must be returned with a returns number. Under no circumstances will returns be accepted without an “RMA” 'returns merchandise authorisation' number. To receive an “RMA” number contact us via E-mail or phone our help desk on 0870 766 5220. (calls charged at standard national BT rates)
Following these steps will help ensure the products you're returning to us arrive back correctly and in good condition. Failure to follow this procedure may result in your return being rejected upon receipt.
Before returning any item(s) to West One or hardware supplier please ensure you have:
1. A valid rma or 'returns merchandise authorisation' number from West One.
2. Enclosed all accessories unless informed otherwise.
3. Use all packaging that was originally supplied, or packaging fit for the purpose.
4. Use a label for clear display of the rma number
5. Ensure the full returns address is clearly displayed on the outside of the package, using a label.
6. Do NOT write directly on the box/packaging with pen/ink.
7. Securely seal the packaging using a similar method as per the original delivery.
Important: When returning any hardware for repair or replacement it is your responsibility to ensure that the goods are packed correctly in their original protective packaging, or packaging suitable / fit for this purpose. Any goods returned damaged due to poor or inadequate packaging will be charged for.
How to contact us for Support
Complete information on how to contact us is listed on our contact page
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