Returns Procedure

 

  1. PureTech aim to operate an effective repair/replace service for RMAs and our aim for turnaround times to be between 5 to 15 working days. However, this will be dependent on the reason for return and spares availability.

  2. All products and/or accessories being returned must be accompanied by an RMA number and packing slip before they can be accepted into the Company. Please follow the procedure as detailed below.

  3. For suspected defective products, please contact our Support Team on 02392 488 302 or email support@puretechsecurity.co.uk as they may be able to rectify the issue remotely, in which case the RMA may not be necessary. If they advise to progress with the return, they will issue you a support ticket reference number, which must be included on the RMA form (within the Reason for Return section).

  4. To progress the RMA, please log into your online account and complete the online RMA Form from the PureTech Website.

  5. All fields on the form must be completed in full to prevent delays in processing your request. Incomplete or missing information may result in the RMA being rejected.

  6. Once all fields are completed, submit your response accordingly.

  7. Upon submission of your RMA form, an acknowledgement will be sent to you advising of the unique RMA number, which should be used in all communications relating to the return.

  8. Please note that the RMA number allocated is valid only for a period of 21 days, after which we reserve the right to cancel the request.

  9. Only products listed on the RMA form may be returned using this procedure. Any products returned that are not included on the RMA form will be rejected and returned to the customer.

  10. Once the RMA form is assessed by our Returns Team, a request for further information may be sent before we are able to approve the RMA. Please respond promptly and directly to any requests to avoid processing delays.

  11. Once the RMA request has been fully assessed, you will be advised of the outcome and, when approved, a packing slip will be sent to the customer. The RMA number must be clearly marked on the outer packaging and the packing slip included within.

IMPORTANT NOTE: The issue of the RMA number does not guarantee that the Advanced Replacement, Repair/Replacement, or a credit will be approved.

  1. All products being returned must be packaged carefully to avoid any damage during transit and include all original leads, connectors, manuals, and accessories in the original product packaging. Any products received that have been damaged in transit or are in an unsatisfactory condition will void the warranty. PureTech will not be liable for any loss or damage incurred during transit.

  2. After a faulty product has been tested, PureTech reserve the right to repair or replace it with the same product (or a product with equivalent specifications) or issue a full/part-value credit.

  3. If the product returned is outside of the warranty period (OOW) or is returned damaged, then a repair or replacement quotation will be generated for the customer.

 

Terms & Conditions

 

Please read the following Terms and Conditions before continuing.

These Terms and Conditions apply to all customer returns to any PureTech Branch or our Head Office facility. The RMA process is designed to provide an effective returns process for all product returns to PureTech Electrical Products Ltd. for the warranty period of all products purchased and for any Out of Warranty (OOW) returns for repair.

  • Please read the following terms carefully before continuing, as acceptance of these terms is considered consented to when submitting your RMA Request.

  • These terms and conditions are subject to change without notice.

 

 

Warranty Terms & Applicable Charges

  1. All new products supplied by the Company are provided with a manufacturer’s warranty (see our Website for Terms & Conditions, Business to Business section 9.0).

  2. Any damage or defect arising from mishandling, incorrect installation, or any improper use of the product, or any damage, modifying of cables, or opening of sealed units will invalidate any warranty.

  3. PureTech Electrical Products Limited reserves the right to determine whether returned defective product(s) will be repaired, replaced, or credited at its absolute discretion.

  4. All PureTech standard CCTV products are supplied with a 3-year warranty. Viper products purchased after 31st July 2025 are supplied with a 5-year warranty. Non-standard products are covered by the respective manufacturer’s warranty.

  5. For any Refurbished/Clearance products sold, the respective warranty terms will be clearly stated on the invoice. For example, the Refurbished/Clearance warranty is 3 months Advanced Replacement followed by 9 months Return to Base Repair/Replacement. The option for credit is limited to 14 days.

  6. Transit Damage: For any products received damaged or any product shortages, the customer is to advise the Returns Department (Returns@puretechsecurity.co.uk) within 48 hours maximum after delivery. Failure to do so may invalidate the RMA, which may then be rejected.

  7. Products that are defective on arrival (DOA), defective within the first 14 days from invoice date, incorrectly ordered, incorrectly supplied, or no longer required may be returned for credit using this RMA process, provided the RMA is received within 14 days of the invoice date. A discretionary re-stock fee (minimum 25%) may be applied during this period, depending on the reason for return. After 14 days, a 25% re-stock fee may be deducted from the credit total.

  8. For suspected defective products, customers must contact our Support Team on 02392 488 302 or email support@puretechsecurity.co.uk as they may be able to rectify the issue remotely, in which case the RMA may not be necessary. If they advise progressing with the return, they will issue a support ticket reference number, which must be included on the RMA Form.

  9. Any products returned for credit must be as-new stock (A-Grade), in brand new condition, in original packaging with no marks or writing on the box, and all security seals must be intact. Anything not complying with these conditions will be rejected, and an administration charge (as detailed in paragraph 13) and subsequent carriage charges will be applied.

  10. For products returned for credit as ‘Not Required’, these are excluded from the benefit of a FOC collection, and the charges outlined in 11(a) and 11(b) below become applicable.

  11. Collection Charges: Defective products being returned within the initial 12-month warranty will be collected free of charge. Products within the Return to Base warranty period (Years 2 and 3) are subject to a collection fee if the customer requires PureTech to arrange collection. This consists of either:

a. For standard products, a collection fee of £10.00 + VAT.

b. For larger products (2U and 4U products), a palleted collection fee of £45.00 + VAT.

Please note: Collection fees are only applicable for mainland UK and exclude islands and overseas. Returns from these areas are to be arranged by customers directly. For any queries, contact the Returns Department.

  1. An Advanced Replacement can be requested for reported faulty products. The customer will be invoiced for the replacement product(s) and, if the returned product(s) are found to be defective, the customer will be issued with a respective credit against the Advanced Replacement invoice. The warranty for the Advanced Replacement product is considered for the remaining warranty period from the original product invoice date. If the goods are tested and found to be non-defective, they will be returned to the customer, and an administration charge will be applied as outlined in paragraph 14 below. No credit will be issued.

  2. If a product is returned in an unsatisfactory condition, it may be subject to an administration charge of 20% of the product cost charged on the respective invoice and/or be deemed to invalidate the terms of the warranty. If it is the latter, the goods will be returned to the customer.

  3. Any product returned as defective/faulty and found to have no defect may be subject to an inspection and administration charge of £35.00 + VAT. In addition, under such circumstances, all carriage costs (both collection and return) will be borne by the customer.

  4. For debit/credit card customers, if goods to be returned for credit are not returned within 28 days, then the Advanced Replacement product will become immediately payable.

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