DVS RETURNS POLICY TERMS AND CONDITIONS

Warranty

The standard warranty of the products sold by DVS LTD is as follows unless otherwise specified in writing:

– As Per Manufacturer’s Warranty

– Refurbished stock, 6 Month Warranty

The warranty covers failure of equipment due to design / manufacturing faults and does not cover any defect arising from mishandling, incorrect installation or any improper use of the product. Any damage, modifying of the device, cables or opening of sealed units will invalidate any warranty.

28 Day No Quibble Returns *

DVS Operates a 28 day no quibble guarantee, which is the return of goods from date of invoice. We will issue a full credit excluding carriage, as long as the goods are as sold new condition in the original (undamaged) boxes with all leads, connectors, manuals and accessories. If the goods are not in perfect condition credit will not be given.

*Sub distributors are not eligible for 28 day No quibble returns.

Warranty returns

Obtaining a Returns Number

Prior to obtaining a returns number you must first contact the Technical Department online https://dvs-wp.spindogs-dev7.co.uk/request-tech-call-back/ , email technical@dvs.co.uk or by phone on 02920 455512 to discuss the fault. The majority of items can be fixed / reconfigured / advised how to work remotely. If a fix cannot be found remotely then you will be issued with a Technical reference.

This Technical reference needs to be issued to the Returns Department returns@dvs.co.uk along with the following information:

– Part number of the product(s) to be returned; / Quantity; / Serial number(s); / and Invoice number relating to the return

Our Returns Department will then send you a Returns Number (RMA) and a returns form for you to complete in full and to be returned with the product(s). Please ensure that all details are completed to allow for prompt processing of your return.

Returns Numbers are only valid for 14 days from the returns number requested date. Returns Numbers older than 14 days will need to be revalidated by re-contacting the Returns Department.

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:

DVS LTD Unit 3, Neptune Point, Vanguard Way, Cardiff, CF24 5PG, United Kingdom

Please email all returns requests to returns@dvs.co.uk

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.

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.

Please note that DVS Ltd will not be liable for any loss or damage incurred during transit.

Any goods received without a returns form attached will not be processed and items will be returned to sender.

Processing the returned item

The Returns Number does not guarantee that you will receive a warranty service repair, replacement, or that a 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 or is returned damaged, a repair or replacement can be supplied for an agreed charge.

If the product is returned in an unsatisfactory condition on inspection, it may be subject to a handling charge of £25 and/or be deemed to invalidate the terms of the warranty. Leading to it be returned to sender. (28 day or warranty return)

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. (warranty return only)

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

DVS Advanced Replacement (UNDER 3 months from goods issued date) all DVS supplied products*

An advanced replacement can be requested up to 3 Months after the date of invoice. We will not accept DVS advance replacement requests after 3 months; the unit will then be handled as a warranty repair. To request an advance replacement, you will have to place an order for the replacement product and follow the procedure explained previously to return the faulty item. You will be invoiced for the advanced replacement.

Reminder:  Advance replacements are only supplied after DVS technical has performed an initial product review and issued a technical case reference number if identified as potentially faulty. Please note that this does not guarantee that the product is faulty as this can only be determined once tested by DVS.

Advanced replacement products must be in the correct (item specific) packaging with all leads, connectors, manuals and accessories. If you no longer have these, we suggest you send returned products back using the packaging and contents from the advanced replacement (if a like for like replacement).

If a product qualifies for an advance replacement, the advance replacement and any associated delivery costs will be invoiced to your credit account, or where the customer does not have a credit account, payment in advance will be required.

After the returned product has been tested by DVS, either of the following will apply:

1)Fault found – a credit note will be raised against the invoice for the advanced replacement and any associated delivery costs and the customer will be refunded; or

2)No fault found – the product will be returned to the customer, at the expense of the customer. No credit will be raised for the invoiced advance replacement and its associated delivery costs.

All products being returned to DVS must be returned within 14 days of the advance replacement requested date. Any products returned after this time will be subject to our standard warranty repair and returned to the customer. In these circumstances, no credit note will be issued for the advance replacement.

The DVS advance replacement service is available to the original DVS customer only.

* All non-returnable products, any specialist items purchased at a customer’s request, customised items, non-stocked items are exempt from the advance replacement offer and will have to go through the standard warranty repair service, or reordered and replaced on arrival of goods.

DVS LTD aims to provide a prompt and efficient service with excellent customer support and it is our intention to process/ fully action all returns within seven days of goods being received at DVS.

Hikvision 3-year Advanced warranty replacement (Over 3 months and under 3 years from goods issued date) on Hikvision products only)

DVS LTD 3 YEAR ADVANCE REPLACEMENT SERVICE ON HIKVISION PRODUCTS

Hikvision products purchased from 1st September 2016 are covered by a 3-year warranty (2-year warranty on switches and intercoms) and are included in the advance replacement service *.

Advance replacements are only supplied after DVS technical has performed an initial product review and issued a technical case reference number if identified as potentially faulty. Please note that this does not guarantee that the product is faulty as this can only be determined once tested by DVS.

It is the responsibility of the original customer to arrange and return the products to DVS.

Returned products must be in the correct (item specific) packaging with all leads, connectors, manuals and accessories. If you no longer have these, we suggest you send returned products back using the packaging and contents from the advanced replacement (if a like for like replacement).

If a product qualifies for an advance replacement, the advance replacement and any associated delivery costs will be invoiced to your credit account, or where the customer does not have a credit account, payment in advance will be required.

After the returned product has been tested by DVS, either of the following will apply:

1)Fault found – a credit note will be raised against the invoice for the advanced replacement and any associated delivery costs and the customer will be refunded; or

2)No fault found – the product will be returned to the customer, at the expense of the customer. No credit will be raised for the invoiced advance replacement and its associated delivery costs.

All products being returned to DVS must be returned within 14 days of the advance replacement requested date. Any products returned after this time will be subject to our standard warranty repair and returned to the customer. In these circumstances, no credit note will be issued for the advance replacement.

The Hikvision advance replacement service is available to the original DVS customer only and where the returned products are returned after more than 3 months from the original invoice date DVS reserve the right to use refurbished products or a product of similar technology (where the product is no longer available).

* All non-returnable products, any specialist items purchased at a customer’s request, customised items, non-stocked items and PTZs are exempt from the advance replacement offer and will have to go through the standard warranty repair service.

*  Sub distributors are not eligible for 28 day No quibble returns.

DVS LTD aims to provide a prompt and efficient service with excellent customer support and it is our intention to process/ fully action all returns within seven days of goods being received at DVS.

Company Registration No. 4963144 VAT Reg No. 821 9317 36

Version 1.0    01/05/20