Returns & Repairs Policy

If after evaluation a returned product is found to be without fault, an inspection and handling charge of not less than £25.00 will be made.

Faulty Products

Products that are faulty within 30 days of purchase
Products will only be accepted for credit if:
- They are returned within 30 calendar days of purchase
- They are returned in their original packaging
- There is no damage to either the product or packaging i.e. both in original condition
- The product is returned complete, i.e. complete with original instructions, all leads and ancillary equipment, etc
- The product is returned with the original invoice number
- All faulty products must be accompanied by a meaningful fault description.
- Inadequate fault reports will invalidate our 30 day returns policy and will result in the product being returned to supplier for repair as laid out in the manufacturers warranty terms in this instance no credit or exchange will be given
No cash refunds will be given

Faulty Products Outside the 30 Day Period
• In warranty repairs:

Where the product is within the manufacturers warranty period ADI Global will forward the product to the manufacturer for processing in line with the manufacturers warranty terms.
All returned products must be accompanied by an adequate fault report
No exchanges or credits will be given by ADI Global unless clearly specified in the particular manufacturers warranty terms.
Your Branch Manager will have up-to-date details of particular manufacturer’s terms.
The warranty for each product will commence from the date of the ADI Global sales invoice for the product to be repaired
The customer is liable for any costs arising from the warranty claim

Faulty Products Outside the 30 Day Period

In warranty repairs:
- Where the product is within the manufacturers warranty period ADI Global will forward the product to the manufacturer for processing in line with the manufacturers warranty terms.
- All returned products must be accompanied by an adequate fault report
- No exchanges or credits will be given by ADI Global unless clearly specified in the particular manufacturers warranty terms.
- Your Branch Manager will have up-to-date details of particular manufacturer’s terms.
- The warranty for each product will commence from the date of the ADI Global sales invoice for the product to be repaired
- The customer is liable for any costs arising from the warranty claim

Faulty Products Outside the 30 Day Period

Out of warranty repairs:
- May be subject to an inspection charge
- All charges made by the manufacturer for the repair, including delivery and handling charges, will be paid for by the customer
- Prior to any charges other than the inspection charge being incurred, the customer will be informed of the repair details and the charge, prior to the repair being carried out. If no response is received within 7 days, the minimum charge of £45 will be levied and the goods returned to the customer.
- Each consignment of faulty goods should have an official Order Number to cover any repair charges once a quote for the repair has been issued.

Expected Repair Times

The expected turnaround time for repairs are as follows:
Intruder Products .............................. 3 to 4 weeks
CCTV Products .................................... 3 to 4 weeks
Access Products ................................. 3 to 4 weeks
Fire Products ....................................... 3 to 4 weeks
However, it must be stressed that, where products have to be sent back to the manufacturer, these lead times can vary, depending on the manufacturers’ repair policy and spares availability

Non-Faulty Products

No cash refunds will be given
Products will only be accepted for credit if:
- Products are returned within 30 calendar days of purchase
- The product is returned with the original invoice number
- The products are unused – Products are returned in their original packaging
- There is no damage to either the product or packaging i.e. both in original condition
- The product is returned complete, i.e. complete with original instructions, all leads and ancillary equipment, etc.
- Products purchased as a special order will not be accepted for credit

Policy Regarding Special Orders Definition

For the purposes of this policy, a special product is defined as one which both:
- Is not shown in one of ADI Global’s catalogues
- Is not stocked by ADI Global
Authorisation Of Special Orders
- ADI Global will advise the customer that the product is subject to a special order and obtain his written authorisation to proceed before the order is placed
- Alternatively, by providing a verbal order number for the Special Order, the customer commits to abiding by ADI Global’s terms and conditions regarding Special Orders
- Once the order has been placed, the customer commits to paying in full for the product including any associated costs i.e carriage. As such, the customer will be liable for all charges if the order is cancelled prior to the order being delivered
- Cash sales MUST pay in full at point of order
- ADI Global is in no way liable to accept any cancellation charges resulting from the customer cancelling an order that he has placed

Invoicing Of Special Orders

Customers will be invoiced in full by ADI Global for all Special orders within 48 hours of ADI Global receiving the product from the supplier, or within 48 hours of the order being cancelled

Delivery Charges

Customers will be charged for delivery of special orders as quoted by the manufacturer/supplier

Return Of Special Orders

ADI Global cannot accept the return of special orders unless the product is faulty
Faulty special order products will be returned to the manufacturer for warranty repair if applicable
Where the product is outside the manufacturers warranty it will follow our standard procedure for out of warranty repairs
Under no circumstances will special order products be exchanged or credited
Special ordered products are not covered by our 30 day return policy

Policy Regarding Screen Printed Products

ADI Global is able to arrange for the screen printing of products, on a customer’s behalf.
Where a manufacturer specifies a minimum order quantity for screen printed product the customer must accept the minimum order quantity before the order is placed.
All orders for screen printed products will be invoiced in full under our normal trading terms as soon as the product is received by ADI Global
Orders will only be accepted on these terms and on completion of the correct screen printed product order form