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Returns Policy

Returns of Unwanted Goods

If you wish to return unwanted goods, the following conditions must apply:

  • Items must be returned complete, including all parts, accessories and manuals.
  • Items must be unused and in their original packaging.
  • Packaging must be undamaged, with no tears or marks.
  • Correct returns information must be provided and approved before return.
  • Items must not be special order products.
  • You must notify us within 30 calendar days of receipt via email returns@satsecure.co.uk or through the returns form on the Satsecure website.

 

Refunds

Full refunds will only be issued if all the above conditions are met. Refunds are processed within 48 to 72 hours of receipt. Some items may require testing, which can take an additional 24 hours.

 

Collections and Shipping

  • Satsecure will arrange collection if notified within the 30 calendar day period.
  • After this period, customers are responsible for return shipping costs.
  • Customers must ensure goods are securely packaged to prevent damage in transit.

 

Returns of Faulty Goods

If you believe an item is faulty, please ensure:

  • Items are returned complete, including all parts and accessories.
  • Correct returns information is provided and confirmed.
  • You must notify us by email returns@satsecure.co.uk or via the returns form on the Satsecure website before returning the item.

 

Resolution

A replacement will be issued as standard. If a replacement is not required, you must notify us when arranging the return.

 

Refund Eligibility

  • Credits are only available if the fault is reported within 30 calendar days of receipt.
  • After this period, items will be replaced on a like for like basis.

 

Processing Time

Refunds are processed within 48 to 72 hours of receipt. Some items may require testing, which can take an additional 24 hours.

 

Collections

Satsecure will arrange collection for faulty items reported within 30 calendar days of receipt.

 

Warranty on Replacement Items

The warranty period does not restart when a replacement item is issued. Any replacement item will continue under the warranty period of the original item.

 

Returns of Damaged or Mis Sold Goods

If your item arrives damaged or has been mis sold, the following applies:

  • Items must be returned complete, including all parts, accessories and manuals.
  • Items must be unused and in the original packaging.
  • Packaging for mis sold items must be undamaged, with no tears or marks.
  • Correct returns information must be provided and confirmed.
  • You must notify us within 48 hours of receipt via email returns@satsecure.co.uk or through the returns form on the Satsecure website.
  • For damaged goods, photographic evidence must be provided.

 

Refunds

Full refunds will be issued where all conditions are met. Refunds are processed within 48 to 72 hours of receipt. Where testing is required, this may take an additional 24 hours.

 

Collections

Satsecure will arrange collection for eligible damaged or mis sold items reported within the required timeframe.

 

Customer Responsibility

Returned goods must be securely packaged to avoid damage during transit.

 

Hikvision Returns

ADV and replacement products are not guaranteed for Hikvision returns.

The returns process may vary depending on the individual Hikvision product. This will be communicated on a case by case basis when the return is arranged.

The relevant criteria under either Returns of Unwanted Goods or Returns of Faulty Goods must still be met.

 

Satsecure Returns Address

Returns Department
Satsecure
Unit 5, Empire Industrial Estate
Ulverscroft Road
Leicester
LE4 6BY

 

Disclaimer

By purchasing from Satsecure, you agree to this Returns Policy in full.

  • Satsecure reserves the right to update its website and policies at any time.
  • Customers are responsible for reviewing policies regularly for updates.
  • Warranty terms may vary by product.
  • Warranty details can be obtained from your sales representative.
  • The Returns Department operates via email and the online returns form only. No phone support is available.
  • Any goods under query will only be held for 90 calendar days before being disposed of.