Returns Policy

1. Introduction

This Returns Policy sets out your rights and obligations in relation to the return of our products. Section 2 details the rights of return available to business customers; while Section 3 details those statutory rights of return available to consumers.

Nothing in this Returns Policy will affect any statutory rights you may have as a consumer. Subject to this, you will not be entitled to any refund or replacement of returned products except as set out in this Returns Policy.

2. Returns policy: business customers only

Business customers may:

(a) return to us products that do not conform with the warranties set out in Section 11 of the Terms of Sale; or

(b) return products to us with our prior agreement.

Before returning any product, you must complete and submit the returns form on our website (View the online returns form here). Please complete and submit the online returns form and we will contact your either by Email or telephone with a Returns Authorisation Number. Please write the returns number on the item being returned which should be clearly visible on the outer packaging.

Any products to be returned in accordance with this Section 2 must be sent, at the customer’s expense, properly packaged, promptly (and in any event within 5 working days of the breach of warranty becoming apparent), to:

Security Trade Supplies
Stableway,
North Street,
Winkfield
Berkshire SL4 4SY

Where you return products to us in accordance with the provisions of this Section, and in our reasonable opinion those products do not conform with the warranties set out in Section 11 of the Terms of Sale, we will where it is economical to do so attempt to repair the products. If the products can’t be economically repaired, you will be entitled to replacement products (where replacements are available) or, where we agree, a refund of the price paid in respect of those products (excluding all delivery charges).

Replacement products may be new products or refurbished products.

Where products are to be repaired, we will endeavour to carry out those repairs as quickly as possible; but we do not guarantee of repair times; nor will we usually supply temporary substitute products.

Any products returned by a business customer in contravention of this Section will not be the subject of any refunds, repairs or replacements and:

(a) the customer will continue to be liable for payment of the price of such products; and

(b) the customer will be liable to: (i) pay to us a handling charge (of £20); and (ii) reimburse us for any delivery charges, manufacturer testing charges or other third party charges incurred by us as a result of the product return.

3. Returns policy: consumers only

This Section applies to consumers, not business customers.

Customers who are consumers may cancel a contract to purchase a product or products at any time within 7 working days after the day the customer received the relevant products or products (subject to the limitations set out below).

You will not have any such right insofar as a contract relates to: (i) the supply of any products which constitute audio or video recordings or computer software which have been unsealed by you; (ii) the supply of products the price of which is dependent upon fluctuations in financial markets which we cannot control; (iii) the supply of newspapers, periodicals or magazines; (iv) the supply of goods made to your specifications or clearly personalised; or (v) the supply of goods which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.

If you cancel a contract on this basis, you must inform us in writing, and for your convenience we have provided a returns form on our website. You must return the products to us immediately, in the same condition in which you received them. Products returned by you in accordance with this Section will be refunded in full, you will be responsible for paying the cost of returning the product to us.

If you cancel a contract on this basis and you do not return to the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we may pass that expense on to you.

Where products are to be repaired, we will endeavour to carry out those repairs as quickly as possible; but we do not guarantee of repair times; nor will we usually supply temporary substitute products.

Without prejudice to the consumer’s rights under this section and other statutory rights, any products returned to us by a consumer on the grounds that the product is faulty will not be the subject of any refunds, repairs or replacements in the event that we or the product’s manufacturer determines that the products are not in fact faulty, and in these circumstances:

(a) the customer will continue to be liable for payment of the price of such products; and

(b) the customer will be liable to: (i) pay to us a handling charge (of £20); and (ii) reimburse us for any delivery charges, manufacturer testing charges or other third party charges incurred by us as a result of the product return.

4. Refund processing

If you cancel a contract and/or return a product and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your valid notice of cancellation.