RETURNS POLICY TERMS AND CONDITIONS

Warranty
The standard warranty of all products sold by Sentinel Group Ltd is 1 year with the exception of below.

TP-Link Switches 5 YEARS
Hikvision Access control 5 YEARS
All Hikvision products
(excluding intercom, Access, Monitors & Switches), 3 YEARS
Ajax products 2 YEARS

The warranty covers failure of equipment either DOA or when in general operation and does not cover any defect arising from mishandling, incorrect installation, water damage or improper use of the product or an act of god. Any damage, modifying of cables or opening of sealed units will invalidate any warranty.

30 Day No Quibble Returns

Sentinel Group Ltd operates a 30 day no quibble guarantee, which is the return of goods from date of invoice. We will issue a full credit, as long as the goods are boxed as sold and in new condition with all leads, connectors, manuals and accessories. If the goods are not in perfect condition a credit will not be given. Carriage will not be credited on 30 day no quibble returns.

NOTE
Special order non stock items are exempt from our 30 day no quibble guarantee

Obtaining a Returns Number:

Prior to obtaining a returns number you must first contact the Technical Department on 01325 581052 to discuss the fault and confirm the product is to be returned for further testing or credit, you must also have the products serial number so we can log the item on our RMA system and create the case for you.

Subject to this the Returns Department will then issue you with a returns number and will ask you to provide the following information:

- Part number of the product(s) to be returned
- Quantity
- Serial number of each item
- Invoice number relating to the return

Fill in all the required information regarding your faulty item(s) and submit the form, once we have approved the item for return you will receive a return email with your RA number.

Returning the product

After obtaining your Returns Number and on completion of your returns form you must arrange the return of the product(s) to the following address:

Sentinel Group,

Unit 1J, Enterprise House,
Valley Street,

Darlington,

County Durham

DL1 1GY

All returned items must be packed carefully to avoid damage during transit and supplied with all original leads, connectors, manuals and accessories. If possible please use the original packaging.

Any items received damaged in transit or in an unsatisfactory condition will not be covered under warranty. Please note that Sentinel Group Ltd will not be liable for any loss or damage incurred during transit. All products returned must be accompanied by the returns form and a valid Returns Number.

The returns form must be securely affixed to the top of the box the goods are being returned in. Any goods received without a returns form attached will not be processed.

All returned products must have their serial number label attached to it in its original position and the serial number must match the number given when the RMA case was originally logged.

Processing the returned item

The Returns Number does not guarantee that you will receive warranty service repair, replacement, or that credit will be approved.

After the faulty equipment has been tested, we will at our discretion, repair or replace with the same, or a product with equivalent specifications, or fully/part refund the value of the product.

If the product is outside the warranty period, returned damaged, or is missing its serial number label a repair or replacement can be supplied for an agreed charge.

If the product is returned in an unsatisfactory condition it may be subject to a handling charge of 20% and/or be deemed to invalidate the terms of the warranty.

Any item returned to us and found to have no defect will be subject to an inspection and handling charge of £25 and will be returned to the customer. Delivery costs to be borne by the customer.

Special order and customized products are deemed non-returnable. At our discretion, in exceptional circumstances, we may allow a return of such items subject to a restocking charge of 20%.

Sentinel Group Ltd understand the need for your returned goods to be handled swiftly and it is our intention to process all returns within five days from date of receipt of goods, however if the item requires manufacturer repair or extra components are necessary repair times can range from 2-6 weeks.

After 3 months from shipment date Sentinel Group Ltd reserve the right to use a refurbished or service product for the remainder of the warranty period.

An replacement is given based on the diagnosis of the technical dept derived from the information given by the customer on site and is not an admission that product is actually faulty, a fault can only be determined once tested by Sentinel Group Tech Ltd and we reserve the right to return any items deemed not faulty.

NOTE

All returned Hikvision products must have its associated serial number label attached to the product, any items returned missing the serial number label or with the serial number label too damaged to read will be void of warranty.