Traders Warehouse Security Distribution Returns Policy
All new products are covered by a minimum one year return to base warranty unless otherwise stated in writing. Manufacturers may offer longer warranty periods. The manufacturer warranty period can be obtained by contacting us.
Ex demonstration, second hand, refurbished and clearance products are sold as seen and may not be covered by a warranty or covered by a reduced warranty period. Please check before making a purchase for this type of product.
In all cases, the warranty will cover failure of equipment due to design and/or manufacturing faults but will not cover defects arising from improper use, incorrect installation or mishandling.
Any products that have been defaced, vandalised, modified from the original specification (i.e. cables cut), any sealed units that have been opened and any product where a warranty sticker has been removed or damaged will have an invalid warranty.
Obtaining a returns reference number:
When returning any equipment, a return reference must first be obtained. Please contact your local branch on 0330 122 2408 to obtain a return reference.
Once the return reference has been obtained, you can either drop it in to one of our branches or securely package the equipment along with your returns reference number and return to us using a courier that provides proof of delivery. Websites such as Parcel2Go.com provide low cost courier services with a proof of delivery.
Any equipment we receive back without a valid returns reference number will experience severe delays in being processed.
Returning for credit within 14 days from invoice:
Traders Warehouse offers a 14 day credit guarantee on most products. Simply obtain a returns reference number and return the unopened goods to us in an ‘immediately resalable’ condition within 14 days of invoice and we will issue a full credit.
‘Immediately resalable’ means the product must be in its original, unopened packaging with no signs of damage or writing on the box and all original accessories must be present. The product itself must be exactly as it was when it left our warehouse.
‘Special Order’ items are not covered by the 14 day return policy. These are items we do not usually stock and order specifically at your request. In this case, it will be noted on the original quotation that the item is special order.
In no event will carriage charges be credited.
Reseller / wholesale customers are not eligible for the 14 day return policy.
Returning for credit outside 14 days from invoice:
Traders Warehouse reserve the right to refuse to credit any items that are returned more than 14 days from the date of invoice. At our discretion, we may consider accepting the return for credit with a handling fee of up to 50% of the original value of the item based on the age and condition of the unit. Our decision in this matter will be final.
Returning faulty equipment under warranty:
Should an item develop a confirmed fault within the warranty period, you may return it to us for a free of charge replacement item. Where possible, we will replace the item with the exact same model. If the same model is unavailable, we will offer a product with equivalent or better specification.
When returning CCTV equipment as faulty, you must first log a case with our Technical Support Team and they must confirm that the equipment to be faulty.
Some manufacturers require a case to be logged by the installation company and will provide a case reference number once this has been done. When this is the case, you must provide us with this case number before we will process a return.
If equipment develops a confirmed fault within 14 days of invoice, we will class this a DOA. In this case, you will be entitled to your choice of either an exchange or a credit.
Advance replacement items:
Traders Warehouse may at our discretion offer an advance replacement item. Should you require this, you must first request, complete and return to us an Advance Replacement Request form. If you have a cash terms account, you must pay for the item up front. If you are a credit terms customer, you must provide us with a new purchase order.
Once we receive the completed form and the payment / purchase order, we will dispatch the replacement item.
Upon receipt of the faulty item, we will have it tested by the manufacturer. If the manufacturer then issues a credit to us, we will refund or credit you. If the manufacturer repairs or replaces the item, we will send that unit on to you. If the manufacturer cannot replicate the issue, we will send the unit to you as is.
In no event will Traders Warehouse Security Distribution be liable for any costs incurred whatsoever as a result of equipment that has developed a fault, been delivered incorrectly, fails to meet technical expectations or any other reason.