G-TEC Returns and Warranty Policy


At G-TEC, our returns and warranty policy is designed to be clear, professional and supportive. We understand that in real-world installation environments, downtime costs money, so our approach is built to resolve issues quickly and fairly, while maintaining strong commercial control and full process transparency.

This policy applies across all product categories and operates alongside each manufacturer’s warranty terms.


1. Our Commitment to Installers

Our policy is built on three principles:

  • Fairness - Decisions are fair, transparent and consistent
  • Professionalism - Processes are clear, structured and controlled
  • Support - We help installers keep projects moving and minimise downtime

If a situation requires special consideration, speak to us. We will always act in good faith.


2. RMA Numbers and Return Authorisation

To ensure fast and accurate processing, all returns must be authorised in advance and issued with an RMA number, except for trade counter customers.

Trade counter customers may present faulty items in person for on-the-spot testing. Where a fault is confirmed during testing, a like-for-like replacement will be authorised. If no fault is identified during initial testing, the customer may leave the item with us for extended assessment. In this case, an RMA number will be issued.


3. Meaningful Fault Description

When reporting a fault, installers must clearly describe the issue, for example:

  • No power or no image
  • IR not activating
  • Intermittent network drop
  • Clicking noise from HDD
  • Device will not boot or error code displayed

Clear fault descriptions allow our technical team to replicate issues quickly, reducing downtime and avoiding unnecessary delays. Failure to provide enough information will result in a delay in processing the RMA.


4. Unused and Unwanted Product Returns

Returns within 30 days of invoice

Unused products may be returned free of charge, with no restocking fee, where:

  • The product is unopened and factory sealed, or unopened where no seal applies
  • Packaging is in resale condition
  • Serial numbers and labels are intact
  • The product remains current in our range
  • All accessories originally supplied are included

Credit is issued at the original invoice value.

Returns between 30 and 90 days (special-case approval)

Returns after 30 days may be accepted by prior approval only, where:

• The product remains sealed and unused

• The product is still an active stocked line

• The return is authorised before shipping

In these cases:

• Credit is applied at the current selling price if lower than the original invoice value

• A 10% restocking fee applies

No returns are accepted after 90 days, except under valid warranty.


5. Special-Order, Non-Stock and Project-Specific Items

The following are classed as special-order items and are not returnable unless faulty under warranty:

  • Products ordered specifically for a project will be clearly identified as special-order items at the time of purchase and noted on the invoice
  • Items not normally held in stock
  • Non-standard variants or customised models
  • Products sourced at the customer’s request

Special-order items must be returned for testing before any replacement or credit decision is made.


6. Faulty Items and Advance Replacement

Where a fault is discussed and confirmed with our technical team, G-TEC offers an installer-friendly advance replacement service, subject to eligibility and product type.

Eligibility

Advance replacement is available to:

  • All trade customers
  • Accounts in good financial standing

Advance replacement is not available on high-value items over £500, PTZ cameras, or special-order, non-stock and project-specific items. These items must be returned and tested before any replacement or credit decision is made.

All advance replacements must be authorised as such. Customers cannot place a normal order and later convert it into a swap.

Process for advance replacement
  • Fault logged via RMA with a meaningful description
  • Replacement issued while the faulty unit is returned, stock items only
  • G-TEC arranges collection of the faulty unit and will notify the customer of the collection date

If the faulty unit is not returned within 14 days, the replacement invoice becomes payable in full.

No Fault Found (NFF)

If testing confirms no fault found:

  • The item will be returned free of charge with the installer’s next order, or
  • Sent back urgently at the customer’s delivery cost if requested


7. Local Installer Advantage

(Within approximately one-hour drive of TW3 2JN)

We proudly support our local installer community with faster resolution where distance allows.

Local installers benefit from:

  • Same-day swap for confirmed faulty items, subject to stock availability
  • Priority testing and faster warranty turnaround
  • Walk-in trade counter support, where possible products are tested and replaced on the spot
  • Ability to return or swap eligible items in person on the same day

All policy rules remain the same as our national terms. The advantage is speed, convenience and priority handling.


8. Collections, Packaging and Resolution

Collections for faulty warranty items
  • Collections operate Monday to Friday
  • Collection day and approximate time will be confirmed
  • Items must be ready and accessible for collection
Packaging

All returned items must be securely packaged to prevent transit damage.

Returned new unused items must include all accessories originally supplied. Missing items may affect credit or replacement eligibility.

Testing and Communication
  • Standard testing turnaround is one to three working days
  • Customers receive: 
    • Confirmation of receipt
    • Progress updates during testing
    • Clear results and outcome communication


9. Delivery Damage and Missing Items

Any damage or missing items must be reported within 48 hours of delivery.

Issues reported outside this timeframe may be treated as mishandling or installation-related and may not be eligible for credit or replacement.


10. Warranty Coverage

All products supplied by G-TEC are covered by the manufacturer’s warranty period for the relevant brand and model.

Warranty periods are calculated from the original invoice date unless otherwise stated.

Warranty applies to genuine manufacturing faults that occur during normal use.

Warranty is void where serial numbers or identification labels have been removed or altered.

Warranty does not cover faults or damage caused by:

  • Incorrect installation or wiring
  • Misuse, tampering or modification
  • Water ingress or environmental exposure
  • Physical, impact or cosmetic damage
  • Incorrect voltage, power surges or improper handling
  • Damage to cables, connectors or terminations, including cuts, crushing or water ingress

Where these situations apply, we will explain the reason clearly and fairly. These are not manufacturer faults and do not qualify for replacement or credit.

If such an item is returned:

  • It will be returned with the installer’s next order free of charge, or
  • Disposed of if the installer instructs us to do so

Our approach remains supportive and respectful, but G-TEC cannot be held responsible for faults caused by misuse or incorrect installation.


11. Policy Updates

G-TEC reserves the right to update this policy from time to time.