At Intravision Networks UK, we aim to deliver a seamless purchasing experience—from order placement to installation. However, we understand that occasionally issues may arise, and you may need to return a product. This policy outlines the terms and procedures to ensure a smooth and transparent process.
If you wish to initiate a return, you must first request a Return Merchandise Authorization (RMA) by contacting us at support@intravisionetworks.co.uk or calling 0203 511 0854.
Reporting Discrepancies:
Any discrepancies between your order and the items received must be reported within 48 hours of delivery. Failure to notify us within this timeframe may affect your eligibility for returns or claims.
Definitions:
- Business Customer: Any customer purchasing on behalf of a company, trade, or profession.
- Consumer: An individual purchasing goods for personal use, not related to business activities.
Cancellation Policy:
Orders can be cancelled free of charge if notice is provided before dispatch, along with your order reference or purchase order number.
If the order has already been dispatched:
- Customers are advised not to open the package.
- Items must be returned within 14 days of receipt.
- A restocking fee of up to 25% may apply.
- If the original packaging is opened or damaged, a restocking fee of up to 50% may be charged.
General Return Conditions:
To qualify for a return:
- Products must be unused, in original condition, and fit for resale.
- All accessories, manuals, software, and packaging must be included and intact.
- Returns must be initiated within 14 days of delivery.
- Customers are responsible for return shipping costs and insurance during transit.
Products shipped directly from manufacturers or built-to-order items are non-cancellable and non-refundable.
Non-Faulty Returns:
Returns for unwanted or incorrectly ordered items are accepted at our discretion and subject to the following:
- Prior written approval is required.
- Items must be unopened and sealed.
- A restocking fee of up to 50% may apply.
- Incorrectly supplied items must be returned in original condition to avoid additional charges.
Faulty or Defective Products (Under Warranty):
If you receive a faulty item:
- Contact us with your order number, purchase date, and product serial number.
- Our technical team may attempt to resolve the issue remotely.
- If unresolved, an RMA number will be issued.
Once returned:
- The product will be tested and repaired where possible.
- If repair is not feasible, a replacement unit will be provided.
- Replacement products may be new or refurbished, but will meet equivalent specifications.
RMA Procedure:
All returns must follow our RMA process:
- Obtain an RMA number before returning any item.
- Clearly display the RMA number on the outer packaging.
- Do not write directly on the original box.
- Repack the item securely, ideally using the original outer packaging.
- Missing packaging or damage may result in additional restocking fees (up to 50%).
Once your return is received and inspected, replacement or resolution will typically be processed within 10 working days.
Goods Damaged in Transit:
If your order arrives damaged:
- Mark the delivery as “Damaged on Arrival” when signing with the courier.
- Notify us within 48 hours via phone or email.
Failure to follow this process may limit our ability to process your claim.
Warranty Exclusions:
Returns or replacements may be refused if:
- The product is found to be fully functional.
- Damage is due to misuse, mishandling, or physical damage.
- The issue arises from incorrect installation or incompatible software.
- The item has been tampered with or modified.
Additional Charges:
Intravision Networks UK reserves the right to apply a restocking fee of up to 25% if:
- Original packaging is damaged or missing.
- Essential components or accessories are not returned.
Need Assistance?
Our support team is here to help:
📧 Email: support@intravisionetworks.co.uk
📞 Phone: 0203 511 0854
