Here at 1 Up security Systems, we strive to make sure that all of our customers are completely satisfied with their order, however we understand from time to time, you may need to return an item to us. You can contact a member of our customer service team on 01226 298291or email - who will be more than happy to help you with returning an item to us.
If you change your mind
If you have simply changed your mind about any item you have ordered and wish to return it, then you can do so provided you inform us of your decision within 7 days of receipt. The item must be 'as new’ when returned to us. (We may charge a ‘re-stocking fee’). Once you have informed us that you wish to return goods you have 14 days to do so, at your own expense. Once the item has been received at 1 Up Security, we will issue a full refund or a credit for the product to your original payment method.
Faulty Items on Arrival
If your items are faulty on arrival, you have 28 days in which to inform us of the fault. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we’ll issue you a replacement or full refund and refund any reasonable packaging costs. We test all returned items, if a returned item is found not to be faulty, we will return the item to you, and you will be liable for and costs occurred. You must complete a returns form.
Items Faulty in Warranty Period
If any of your purchases develop a fault, and it is more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair (please check each manufacturer’s warranty conditions). We test all returned items, if a retuned item is found not to be faulty or damaged due to neglect, we will return the item to you, and you will be liable for any costs occurred.
Items Damaged in Transit
If any items were damaged during transit, we ask that you report it to us within 24 hours. If the items are visibly damaged on receipt, it is best to sign the carrier’s delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we will issue a replacement or full refund and refund any reasonable postage costs.
Open-Box Items, Ex-display & Reconditioned Items
Please note that our open-box/ ex-display stock is sold with 60 days’ warranty only, and therefore any claims under the warranty after 60 days of receipt will not be accepted.
30 Day Advanced Replacement
1 Up Security Systems offers an advanced replacement up to 30 days after the invoice date. We will not accept any advanced placement requests after 30 days has passed. After this period the product will be handled as a warranty repair.
If you are a Credit Account customer a replacement product will be booked/invoiced to your credit account. After the defective product has been tested and if the fault is agreed, a Credit Note will be raised. 1 Up Security Systems aims to provide a prompt and effective service, with excellent customer service. We aim to process all ‘returns’ within 7 days from receipt of goods.
If you are a Cash Account customer we will need to take a payment for the replacement product, we will charge a debit or a credit card to the value of the invoice. Alternatively, you can send the defective product back to us for a replacement within the 30-day period, from invoice. After the defective product has been tested and if the fault is agreed, a full refund will be issued. 1 Up Security Systems aims to provide a prompt and effective service, with excellent customer service. We aim to process all ‘returns’ within 7 days from receipt of goods. Products returned to 1 Up Security Systems without defect are subject to a No Fault Found Fee of £15. Plus, our standard delivery charge.
Need to return an item?
You can request a return using our easy to use online return system which is accessed via your account. If you do not have an account, you can register by contacting a member of our customer service team. Accounts are only open to customers who are in the CCTV industry - in addition to this policy you should refer to our terms and conditions.
You can request a Returns Form by calling a member of our customer service team.