RETURNS POLICY

The warranty provided by G-TEC Distribution Ltd on all products is valid for up to 3 years and specifically covers failures of equipment, including cases where items are Dead on Arrival (DOA) or experience faults during general operation. This warranty, however, has certain limitations and does not cover any defects arising from:

- Mishandling or improper care of the equipment

​- Incorrect installation procedures

​- Physical damage or modifications to cables

​- Tampering with or opening sealed units

​- Any of the above actions will void the warranty.​

Additionally, if any equipment is received with visible physical damage or if any items are missing from the delivery, these issues must be reported to G-TEC Distribution Ltd within 2 days of the delivery date. Failure to report these issues within this timeframe will result in the damage being considered as mishandling, which will also void the warranty.

For complete details on the warranty terms or to file a claim, please contact G-TEC Distribution Ltd directly.

Warranty Claims:
 

We offer comprehensive warranty coverage to ensure the reliability of our products:

​SERAGE   ​ ​ ​ ​ ​ ​ ​ ​        3 years

Hikvision  ​ ​ ​ ​ ​ ​ ​ ​ ​3 years

Ruijie, HAYDON ​ ​ ​ ​ ​ ​ ​ ​3 years

HARD DRIVE (TOSHIBA, SEAGATE AND WD)  ​                    3 years

​Payronix, TEXECOM, AJAX, FERMAX  ​ ​ ​ ​ ​2 years

FIKE  ​ ​ ​ ​ ​ ​ ​ ​ ​          2 years from D.O.M

​STRONG  ​ ​ ​ ​ ​ ​ ​ ​ ​1 year

​TP-Link  ​ ​ ​ ​ ​ ​ ​ ​ ​1 year

​CQR  ​ ​ ​ ​ ​ ​ ​ ​ ​          1 year

​VEROX  ​ ​ ​ ​ ​ ​1 year

​​Everything else  ​ ​ ​ ​ ​ ​ ​ ​1 year

SERAGE:
 

All SERAGE products carry a 3-year warranty.

Returns (Unused Goods) Policy:
 

At G-TEC Distribution Ltd, we are committed to your satisfaction. If you decide you no longer need your order or certain items within 90 days of purchase, you may return the items as long as the following conditions are met:

1. Condition of Items:

​Items must be new, in sealed and undamaged packaging. Opened or damaged items are not eligible for return.

2. Credit Based on Latest Price:

​Returns will be credited at the latest price, not the original purchase price listed on the invoice. This means the refunded amount may vary from the original purchase amount.

3. Return Shipping:

​Customers are responsible for arranging their own return shipping, as G-TEC Distribution Ltd does not provide collection services for returns.

Advance Replacement Policy:
 

In cases where a fault is reported and confirmed by our technical team, G-TEC Distribution Ltd provides an advance replacement service to minimize downtime for our customers. The process is as follows:

1. Advance Replacement Shipment:

​Once the fault is confirmed by our technical team, an advance replacement unit will be shipped to you promptly.

2. Collection of Faulty Item:

​G-TEC Distribution Ltd will arrange the collection of the faulty item from your location, so you do not need to handle return logistics.

3. Invoicing for Replacement:

​An invoice for the full value of the replacement item will be issued upon shipment. However, payment for this replacement invoice is not required upfront, regardless of whether the customer has a credit account with us or not.

4. Credit Upon Return of Faulty Item:

​Once the faulty item is received and verified by our team, a full credit will be applied to the replacement invoice, effectively cancelling the charge.

HIKVISION:
 

All Hikvision CCTV products carry a 3-year warranty

Returns (Unused Goods) Policy:
 

At G-TEC Distribution Ltd, we are committed to ensuring your satisfaction. If you decide you no longer need your order or certain items within 30 days of purchase, you may initiate a return provided the following conditions are met:

1. Condition of Items:

​Items must be new, in sealed, undamaged packaging. Opened or damaged items are not eligible for return.

2. Exclusions:

​Special order items are excluded from the 30-day return policy and cannot be returned.

3. Return Shipping:

​G-TEC Distribution Ltd does not arrange collection for returns. Customers are responsible for arranging their own return shipping.

Advance Replacement Policy:
 

In cases where a product fault is reported and confirmed by our technical team, G-TEC Distribution Ltd offers an advance replacement service to ensure minimal disruption. Here’s how it works:

1. Advance Replacement Shipment:

​Once the fault is verified by our technical team, an advance replacement unit will be promptly sent to you.

2. Collection of Faulty Item:

​G-TEC Distribution Ltd will arrange the collection of the faulty item from your location, so you don’t need to handle return logistics.

3. Replacement Invoicing:

​An invoice for the full value of the replacement item will be issued upon shipment. However, payment for this replacement invoice is not required upfront, regardless of whether the customer has a credit account with us or not.

4. Credit Upon Return of Faulty Item:

​After the faulty item is returned and verified, a full credit will be applied to the replacement invoice, effectively cancelling the charge.

Returns Policy for Special Order Items:

G-TEC Distribution Ltd follows specific guidelines for returning special order items:

1. Return Policy for Special Order Items:

​Special order items are excluded from the 30-day return policy due to manufacturer policies, except in cases where the product is faulty.

2. Faulty Special-Order Items:

​If a special-order item is faulty, it will be returned to the manufacturer for warranty repair, if applicable. G-TEC Distribution Ltd will coordinate this process to ensure it aligns with the manufacturer’s​warranty terms.

3. RMA Form Requirement:

​When returning any item, please ensure the RMA (Return Merchandise Authorization) form is placed inside the box. This is essential for processing and tracking the return efficiently.

Options to Apply for an RMA:

To initiate the return process for your product, you can apply for an RMA number from below options

1. Online Request Form:

​Visit our website and fill out the RMA Request Form available in the returns section. Provide all required information, including your order number and the reason for the return.​https://www.gtecsecurity.co.uk/pages/form/returnform

2. Email:

​Send an email to our customer service at returns@gtecsecurity.co.uk | sales.support@gtecsecurity.o.uk, Include your order details, a brief description of the issue, and your request for an RMA number.

3. In-Person:

​If applicable, visit our physical location and speak with a customer service representative to initiate your return and obtain an RMA number.

Returning The Product:

After obtaining your RMA (Return Merchandise Authorization) number and completing your returns form, please follow these steps to return your product(s):

1. Arrange for Return Shipping:

​Unless G-TEC Distribution Ltd arranges for collection, you are responsible for shipping the product(s) back to us.

2. Shipping Address:

​Send the products to the following address:

​G-TEC Distribution

​35-37 Whitton Dene

​Hounslow

​TW3 2JN

3. Package the Product:

​Ensure the item is securely packaged to prevent damage during transit. Include all accessories, manuals, and original packaging when possible.

4. Include the RMA Form:

​Place the completed returns form inside the package, along with the product. Make sure your RMA number is clearly marked on the form.

5. Label the Package:

​Clearly write the RMA number on the outside of the package to facilitate processing upon arrival.

Contact Information:

If you have any questions or need assistance, please feel free to reach out to us using the following contact methods:

1. Customer Service Phone:

​Phone: 020 8898 9500

​Hours of Operation: Monday – Friday 09:00 – 17:30, Saturday 09:00 – 13:00

2. Email Support:

​Email: returns@gtecsecurity.co.uk  | sales.support@gtecsecurity.co.uk.

​Please include your order number and a brief description of your inquiry for faster assistance.

​3. Physical Address:

​G-TEC Distribution

​35-37 Whitton Dene

​Hounslow

​TW3 2JN

4. Website:

​For more information and resources, please visit our official website: https://gtecsecurity.co.uk

Warranty and Returns Terms & Conditions

1. Returns Policy for SERAGE Products

​Any SERAGE product can be returned for full credit within 90 days of purchase, provided it is in its original packaging.

2. General Returns Policy

​General purchases can be returned for full credit within 30 days of purchase, also in their original packaging.

​Special order items may only be returned for repair or replacement within the warranty period after obtaining an RMA (Return Merchandise Authorization) number.

3. Fault Information Requirement

​For faulty items, customers are required to contact G-Tec technical support to confirm the issue.

​Excluding intruder systems, customers are required to obtain a fault code from intruder technical support.

​The return process may be delayed without a detailed fault information submitted by the customer.

4. Product Inspection

​All returned products will be inspected for shortages; any shortages will be noted and may result in charges for credits or suspension of replacements.

​All products will also be inspected for damages in transit. If goods are found to be damaged, no credit will be issued, and they will be returned to the sender at their expense.

5. Warranty Validity

​The product warranty is valid for a period of 1 to 3 years from the date of invoice, depending on the make and model of the product, unless otherwise stated.

6. High-End Product Replacements

​For high-end products, such as PTZ cameras, replacements are subject to prior testing. These products must be returned and confirmed as faulty before a replacement is issued.

​Advanced replacements for confirmed faulty items are available if the fault is verified by our technical department.

7. Conditions That Void the Warranty

The warranty for products sold by G-TEC Distribution Ltd can be voided under the following specific conditions:

​1. Damage to Camera Cables:

​​Any camera cable that has been damaged (including but not limited to cuts, tears, rips, snaps, or water ingress) will void the warranty.

​2. Removal of Serial Number Stickers:

​​The warranty will also be considered void if any serial number stickers on the product are removed or tampered with. These stickers are essential for warranty verification and tracking.

Modification of Terms

​G-TEC Distribution Ltd reserves the right to modify these terms and conditions at any time without prior notice. This includes, but is not limited to, changes in warranty coverage, return policies, and any associated ​procedures.

​Customers are encouraged to check our website regularly for updates to these terms. It is the customer's responsibility to stay informed about the current terms and conditions applicable to their purchases.

​Continued use of our services or products after any modifications have been made constitutes acceptance of the new terms and conditions.

If you have any questions regarding changes to our terms or how they may affect your purchase, please contact our customer service team.

Contact Information:

Phone: 020 8898 9500

Email: returns@gtecsecurity.co.uk  / sales.support@gtecsecurity.co.uk.

Website: https://gtecsecurity.co.uk

Your Rights to Return Goods

Your rights to return goods are protected under the EU Distance Selling Directive. This legislation provides you with important protections when purchasing products online or via distance selling methods which can be found at http://www.hmso.gov.uk/si/si2000/20002334.html