Returns & Exchanges

ONLINE RETURNS & EXCHANGES POLICY

We want you to be happy with your purchase and we apologize if it is not. Therefore we would be most happy to provide exchanges and returns for all items purchased from us.

However, you’ll need to meet the following conditions:

• All goods must be in their original packaging with product tags intact
• Products must be unused and in its original condition
• Items should have no scuff marks, tears or rips
• Originals receipts would need to be included

If none of the above conditions are met, we regret to inform that we are unable to process any claims. Regardless that the items have been mailed back to us.

Sales item(s) are exchangeable but none returnable via our online webshop.

1. VALIDITY FOR EXCHANGES & RETURNS

All exchanges and returns would need to be raised within 10 days of the invoice date for HDSecure, and 20 days for overseas orders. For local deliveries, there is an option to exchange at our shop in Manchester through our online webshop at hdsecure.co.uk. All requests for returns however, would need to be strictly made online at hdsecure.co.uk for both local and overseas deliveries.

2. HOW DO I CANCEL AN ORDER?

If you would like to cancel an order that has not yet been dispatched, please call 0161 879 9191 to inform one of our colleagues whether you would like a refund or exchange. To speed up the process, please have your invoice number to hand before calling or click here to download an RMA form.

Once we have received your request, we will contact you to process your cancellation.

If it is too late to cancel your delivery, please call us on 0161 879 9191 to discuss an exchange or refund.

Cancelling an online order cannot be processed in store.

3. WHERE CAN I RETURN A PRODUCT?

There are 3 ways to return a product:

• In store: Whether you bought it in store or over the phone, all of our products can be returned to our store in Manchester. Please call us on 0161 879 9191.
• Over the phone: You can bring your item to our shop for a refund. Or alternatively you can arrange for the item to be sent to our store in Manchester (paid for by the customer) and get a refund. Let us know by calling us on 0161 879 9191.
• Email: You can also arrange product collection (paid by customer) and refund by emailing info@hdsecure.co.uk . Please ensure that you provide your invoice number before sending your email.

An unwanted, faulty, damaged or incorrect product can be returned within different time period, please check the return policy.

If you purchase a product in store, we recommend you to return the product back to our store. The refund can be done on the same day as it is requested to speed up the process. Please note, if the item is faulty, it will either be repaired or replaced.

4. HOW DO I RETURN AN UNWANTED PRODUCT?

An unwanted product can be returned for a full refund within 30 days of delivery as long as it’s still in its original, unopened packaging. This returns policy for unopened goods is in addition to your statutory rights and applies to purchases made in store, online or over the phone.

Separately to the 30 day policy above, and in accordance with your rights when you purchase goods online or over the phone, unwanted items can be returned even if you have opened them for inspection as long as you let us know within 14 calendar days from the day after delivery. Once you have told us you want to return an item, you should do so without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the order. You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software. The goods must be returned in ‘as new’ condition and in their original packaging.

Returns and exchanges can only be processed with proof of purchase. This can be the commercial invoice, a bank statement or an online sales invoice. Please provide your invoice numbers when you return a product.

There are 3 ways to return a product bought online or over the phone:

• Store: All our products can be returned to our store in Manchester
• Over the phone: You can also arrange product collection (paid by customer) and refund or exchange, by calling us on 0161 879 9191.
• Email: You can also arrange product collection (paid by customer) and refund by emailing info@hdsecure.co.uk . Please ensure that you provide your invoice number before sending your email

5. HOW DO I RETURN A FAULTY PRODUCT?

• Within 30 days of purchase or delivery: You always have the option of an exchange or refund if the fault occurs within 30 days of purchase or delivery. You can return it to store or arrange it by calling us on 0161 879 9191, or by emailing info@hdsecure.co.uk. Returns and exchanges can only be processed with proof of purchase. This can be the commercial invoice, a bank statement or an online sales invoice. Please provide your invoice numbers when you return a product.
• If within a product’s warranty period:
  We will offer you a repair service. In all cases we reserve the right to inspect the product and verify the fault. If the item cannot be repaired by ourselves, the item will be replaced and sent to you.
  As a general note with Hard drives – Desktop Hard drives have a 1 year warranty period. Surveillance Hard drives have a 2 year warranty period.
• We do not cover faults caused by accident, neglect, misuse, cutting cables, power cuts or normal wear and tear.
  Please call us on 0161 879 9191 or emailing info@hdsecure.co.uk to arrange product collection (paid by customer). To speed up the process, please have your invoice number to hand before calling.

6. HOW DO I RETURN A DAMAGED OR INCORRECT PRODUCT?

If you unpack your product and find it damaged or incorrect, you can return or exchange the product within 48 hours of purchase or delivery.

Returns and exchanges can only be processed with proof of purchase. This can be the commercial invoice, a bank statement or an online sales invoice. Please provide your invoice numbers when you return a product.

There are 3 ways to return a product:

• Store: Whether you bought it in store, online or over the phone, all of our products can be returned or exchanged to our store. Please call us on 0161 879 9191.
• Over the phone: You can also arrange paid product collection and refund, alternatively exchange or repair, by calling us on 0161 879 9191.
• Email: You can also arrange product collection (paid by customer) and refund by emailing info@hdsecure.co.uk.

7. CAN I RETURN A PRODUCT WITHOUT PROOF OF PURCHASE?

Returns and exchanges can only be processed with proof of purchase. This can be the sales receipt, a bank statement or an online sales invoice.

8. OTHER TERMS & CONDITIONS

• All items that are returned and exchanged, can only be made once.
• We reserve the right and full discretion to disqualify you from enjoying free returns if the subsequent item(s) for return or exchange are of the same item(s) as a previous order
• Our returns and exchanges policy does not cover damage resulting from unique, accidental, or random damage that is the result of use by you or wear and tear of a product.
• All decisions made by HDSecure.co.uk is final.

9. REPAIR POLICY

We know how stressful it can be when your product stops working, that’s why our team at HDSecure are on hand to help, whether you visit us in store or call us.
We repair all our products, unless it is a Hikvision product, these will be shipped to Hikvision UK and they will either repair or replace the item.

Bare in mind that it can take up to 3 weeks before you have your repaired item delivered back to you.

What We Promise

• No fix, no fee
• Specialised repair engineers
• Friendly and professional service

Kindly visit us in store for more information or contact us at info@hdsecure.co.uk