Most of our goods are supplied with a three-year warranty from the date of purchase (Exceptions apply, see below). This means that at any point during this period, we will repair or replace it with a brand new or equivalent product. Please note that you must contact customer services first to obtain a return number.
The following products are covered by a one year warranty; Towers, columns and accessories, Blacksys vehicle cameras & accessories, Sport-tek vehicle cameras, and accessories, Xplore-tek action cameras and accessories, Sprint-tek action cameras and accessories, Action-tek cameras and accessories, Test monitors, IR lamps, External backup devices, Net view network camera and accessories.
The following products are covered by a Limited warranty of one year from purchase but is void when the products are used; Tools, Batteries and mains plugs, Drill bits, Fixings and fasteners, Trunking, Conduit, Warning signs, Connectors, Cable, Brackets, Cages, Junction boxes, Data protection kits. The warranty covers all faulty material and workmanship, exclusions apply.
Damage due to misuse, Damage by third-party, Damage in transit back to Northwest Security, Removal or tampering with internal components, High voltage spikes such as lightning strikes, Software function not included in original product, Product function not included in original product, Deliberate damage, Flooding.
12 Month Advance Replacement
We operate 12 month advance replacement or repair / replacement of most products returned under warranty, providing the unit has not been deliberately damaged or misused. Please note that you must contact customer services first to obtain a returns number. You must have a credit account with sufficient credit or a valid credit card. Money will only be taken if the exchanged goods are not returned.
Most products carry a 1 year advance replacement guarantee, exceptions apply.
The following products are not covered by the advanced replacement warranty Towers, columns and accessories, Tools, Batteries and mains plugs, Drill bits, Fixings and fasteners, Trunking, Conduit, Warning signs, Connectors, Cable.
Receipt of Damaged Goods
All shipments made by 3rd party carriers must be inspected on receipt. If products appear to have been damaged in transit, please notify us within 24 hours and in writing within 3 days. Any cartons damaged in transit should be mentioned whilst signing for the goods, as this may affect the warranty claim. You should return the products to us in their original packaging including all instructions & accessories. If you do not inform us of the damage within three days of receipt, Northwest Security may not be held responsible for the replacement or credit of these items. Please note that you must contact customer services first to obtain a returns number.
Northwest Security must be notified within 3 days of any delivery discrepancies.
Money Back Guarantee
Customer MUST provide the serial number or invoice number for products to be returned under the 14 day money back guarantee.
All items returned under the 14 day money back guarantee must be in an AS NEW condition; this includes but is not limited to scratches or fitting marks, all product packaging, writing, labels or tape on product packaging, instructions, accessories, cables and discs.
All items returned under the 14 day money back guarantee must be suitably packaged in an outer carton with suitable packing material to protect the goods; Northwest Security will NOT be responsible for any damage caused by return shipping.
Northwest Security will arrange for goods to be collected if required, a fixed charge of £5.99 will be applied to collections.
Only one attempt to collect will be carried out by Northwest Security, if the customer fails to have the goods ready for collection at the agreed time then the return of goods will be the responsibility of the customer.
If goods are not in an AS NEW condition then either the return will be rejected or the customer will be advised of the cost to return the goods to an as new condition. If the charges are not accepted the goods will be returned to the customer. This also includes damage in transit.
All items returned under the 14 day money back guarantee MUST be approved within 14 calendar days from the date of purchase and returned to Northwest Security within 35 calendar days from purchase after this time has expired they cannot be returned for credit.
All 14 day money back guarantee returns must have a RMA number, any returns not having an RMA number will be rejected and returned to the customer.
Any camera with cut cables will be rejected for credit.
The following products are excluded from 14 day money back guarantee, Towers & columns, special items ordered not in the Northwest Security catalogue or any installed items. For full terms & conditions, click here
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