Trade Returns Policy

Returns Policy

This returns policy applies to the following customers:

A trade installer

A Wholesaler / Re-seller

If you are 'A member of the public' please click here to view the return's policy.

If you need to return an item because it is no longer required.

You must contact us within 14 days of your invoice date to start the returns process.

You can start the returns process by opening a return in your account, or emailing trade@electrosmart.co.uk and clearly stating your order ID, name, address, products to return and reason for return.

The item must be returned to us in as new condition, with security seals intact, and in the original undamaged packaging.

If the item included a free item as part of a package or promotion, this also must be returned.

It is your responsibility to ensure the returned goods are adequately packaged and returned to us within 14 days of the invoice date. We recommend you use a tracked and insured delivery service.

The return postage and all associated costs in returning the product is your responsibility.

The following items can not be returned if you change your mind:

- Special order items (items that are not in stock, and specifically ordered for you)

- Promotional / Offers / Clearance products

- Products that have been cut to length, example cable

- Customized or personalized goods

- Cloud services that have been activated

- Hard drives, memory cards, and other forms of digital media

- End of line / discontinued products

A store credit note will be applied within 7 days of receiving your return, provided the above criteria has been met.

If goods returned do not meet the above criteria, example security seal opened, we will refuse your return request.

We do not offer cash refunds. All refunds will be in store credit, or account credit note (if you have credit facility with us)

If your item is faulty (within 14 days)

If you receive your item and believe it is faulty or damaged, you must contact us immediately. You can contact us by email trade@electrosmart.co.uk or by phone 01429 860997

Any damage must be reported to the courier upon taking delivery.

We will help assist you in trying to diagnose the fault, and if possible rectify the fault.

If this is not possible, we will raise a return for you.

The item must be returned to us in as new condition, in the original undamaged packaging.

If the item included a free item as part of a package or promotion, this also must be returned.

It is your responsibility to ensure the returned goods are adequately packaged and returned to us within 14 days of the invoice date. We recommend you use a tracked and insured delivery service.

The return postage and all associated costs in returning the product is your responsibility.

If upon receipt we find the product to be faulty, we will offer a replacement or refund.

If your item is faulty (after 14 days)

After 14 days your product is covered by manufacturer warranty.

If the product is covered by manufacturer warranty, you will need to raise a return request within the warranty period.

We will help assist you in trying to diagnose the fault, and if possible rectify the fault.

If this is not possible, we will raise a return for you.

It is your responsibility to ensure the returned goods are adequately packaged and returned to us within 14 days of the return request being approved. We recommend you use a tracked and insured delivery service.

The return postage and all associated costs in returning the product is your responsibility.

We will return the product to the manufacturer on your behalf to determine the outcome of your warranty claim.

The timescale for this differs from manufacturer to manufacturer.

Only when determined by the manufacturer will be product be repaired or replaced.

You are responsible for collecting or arranging a courier for the repaired or replacement.

Products purchased from us are not transferable. You must be the purchaser of the product in order to return it under warranty.

Some manufactures offer warranty based on manufacture date, and not purchase date. Details of these are listed below;

Hikvision offer a 3 year warranty from the date of manufacture (the date of manufacture is on the retail box, and in some cases on the product)

HiLook by Hikvision offer a 2 year warranty from the date of manufacture (the date of manufacture is on the retail box, and in some cases on the product)

Toshiba offer a 3 year warranty from the date of manufacture (the date of manufacture is on the product)

WD offer a 3 year warranty from the date of manufacture (the date of manufacture is on the product)