We operate our Refunds Policy in accordance with the United Kingdom Distance Selling Regulations (DSR), which in essence state.
Private (i.e. non-business) customers can cancel an order within 14 days of receipt of the goods, and will receive a full refund, including (where applicable) the cost of returning the goods. The order cancellation must be in writing - e-mail is acceptable.
Important: If you wish to cancel your order before you have received the goods but after they have been despatched by us, we strongly advise you to refuse delivery of the goods. This will save you the inconvenience of returning the goods, will ensure that the goods are as supplied, and save on postage costs.
The order cancellation must be in writing (e-mail is acceptable) and must state the relevant order Number and date of purchase or receipt of goods. Upon receipt of the written order cancellation we will advise you on how to return the goods.
The returned goods must be returned as originally supplied, in original packing and complete with all fixings, manuals etc. such that the goods are suitable for re-sale. We reserve the right to adjust the refunded amount to account for goods which have been used, or are not complete as supplied.
If your order qualified for Free Shipping then the Free Shipping is defined by us as a discount. As such we reserve the right at our discretion to deduct our shipping cost from any repayment for returned goods.
Written Order Cancellation can be sent to the following postal address:
24 Sycamore Avenue
Or by e-mail to firstname.lastname@example.org with Order Cancellation in the subject line.
The goods should be returned to the following address:
24 Sycamore Avenue
If you have ordered the wrong item or over-ordered then you can return the items in re-saleable condition for a refund. NB: If you purchase a Kit you can only have a full refund on the complete kit. Kits are often heavily discounted and as such if you do wish to return part of a kit the cost of the remainder of the kit will be calculated as if the items were purchased separately and the cost of the remainder of the kit deducted from the original kit cost to give the value of the refund.
All returns must be accompanied by an RMA form. The RMA form is available here RMA Form.
You must email us at sapphirealarm@gmail or telephone 01744 604751 for an RMA Authorisation No.
Goods returned outside the cooling off period may be subject to a discretionary re-stocking fee.
We will replace or repair faulty goods within the 12 Month Warranty Period. Please note that Batteries are excluded.
CCTV systems contain relatively complex devices and to the inexperienced user items may appear to be faulty when in fact they are simply not configured correctly. Before assuming that goods are faulty please speak to our technical services on 01744 604751. If we can confirm that the goods are faulty, then we will advise you as to the best course of action. This usually means returning the faulty parts - not necessarily the full item. For example, if the power supply for a DVR is thought to be faulty, then it is often simpler and less expensive to return just power supply. As stated we will advise you on an individual basis.
We aim to ensure that all items despatched by us are in perfect condition. In the unlikely event that the goods are received in a damaged state we will replace the goods free of charge.
Immediately upon receiving your goods you must check for physical damage and report it immediately to us. We will advise as to the course of action.
We will not replace damaged goods where the damage has been caused by normal 'wear and tear'.