Internet Order Returns
In the unlikely event of goods requiring to be returned we have established a returns procedure that has been designed to cause you minimum inconvenience.
1. Suspected faulty Item
1.1. Speak to Technical Support on 0845 166 2604. Items that are faulty must be returned within the warranty period (12 months standard warranty for most products).
1.2. If the item is diagnosed as faulty by our technicians, a replacement will be with you within 3-5 working days on condition that the item is in stock at our warehouse.
2. Item missing or incorrect item sent
2.1. Should you receive goods that do not correspond with the description of the ordered goods then you should contact Customer Services on 0845 166 2604 within 3 days of receiving the order.
3. Signing for goods
3.1 All items must be checked on delivery before signing for the item. If the item looks damaged, please refuse the delivery and contact our Customer Services department on 0845 166 2604.
4. Damaged item
4.1. For internet order goods only. In the event that you receive a damaged item, speak to Customer Services on 0845 166 2604 within 72 hours of receiving the order. A replacement will not be sent until the damaged item has been returned and inspected.
5. Unwanted Or Incompatible Goods
5.1. If you purchased the goods online and are a consumer (a private person buying for their personal use) then you may cancel your purchase at any time within 7 days of receipt and we will give you a refund of the price paid (excluding carriage costs and/or other surcharges which are non-refundable). It is a precondition to our acceptance of these unwanted goods that they are returned in an unused condition, complete, unopened and in a re-saleable condition. For goods purchased through our showroom, contact our Returns team on 0845 166 2604 for details.
5.2. In order to return the goods to us you must firstly obtain a Return Merchandise Authorisation number (RMA) from our Returns Department on 0845 166 2604.
5.3. The return will be authorised once the RMA is issued and you should then return the goods. It is your responsibility to ensure that the items reach us safely and in a satisfactory condition. We recommend that you take out insurance cover and that the goods should be sent by recorded or registered post or with a reputable courier. We cannot accept any liability for goods that are damaged in transit and would recommend that you ensure that the goods are sufficiently packaged to prevent this from happening.
6. When returning Items
6.1. All returned items must be in original packaging. VSS will not be liable for any damage to items that are not adequately packaged and damaged in transit to VSS.
6.2. Please ensure that you enclose:
6.2.1. Your RMA number.
6.2.2. Details of why you are returning the item.
6.2.3. All packaging, CD’s, manuals and cables
Please Note. If products purchased from VSS are found returned faulty due to accident, neglect or misuse you will not be able to return the item to us. This does not affect your statutory rights.
VSS cannot be held liable for any loss of data stored on any product sent for testing. It is the customers’ responsibility to ensure that data is backed up where possible before returning the product.
7. Contact
7.1. If you have any comments, suggestions, concerns or questions regarding this Returns Policy please e-mail sales@vssystems.co.uk or write to the address below:
The Returns Department.
Visual Surveillance Systems Limited, Moorland Works, 18, Station Road, Drighlington, Bradford, BD11 1JU.
8. Resellers, Corporate and Education and Business Customers
A variation of the above returns policy is applicable for Resellers, Corporate and Education customers. For further details, please contact the Returns Department at the address in 7.0
Frequently asked questions (FAQ’s)
Components
Q. If I live local to VSS can I return the item into your store?
A. Yes, we strive to make the most convenient methods available to our customers. Items can be returned to us at our Technical Counter along with a proof of purchase ( i.e. order acknowledgement).
Q. How long will it take for me to get a replacement item if I bring a faulty product into your store?
A. If the item has been with you for 7 days or longer from the date of delivery and you suspect the item to be faulty, the product will require booking in for fault diagnosis which usually takes in the region of 3 to 4 days.
Q. Can I have a refund for a non-faulty item?
A. For internet order goods only, we will offer a full refund for an item returned within 7 days of purchase, in “as new” and re-salable condition. After 7 days, our policy is to replace only.
For goods purchased through our showroom, contact our Returns department on 0845 166 2604.
Q. If the item is faulty within 30 days, can I have a refund?
A. Yes, we will offer a full refund on the condition that the item is returned in the original condition that you received it. However, certain high value goods can only be refunded if it is returned within 7 days. If the item was purchased by credit card, the cardholder MUST bring the card in to process the refund.
If you have a question about any of the above, our Returns Department can be contacted on 0845 166 2604.
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