HELP CENTER

MULTIPLEX SECURITY SYSTEMS LTD RETURNS POLICY

Multiplex Security Systems Error

If goods are received incorrectly due to an error on Multiplex's part, we will arrange to collect the goods FOC and credit in full. Replacements are chargeable with credit in full processed against the returned, incorrect goods. Authorisation for Customer Returns paperwork is sent to the customer which must be placed in with goods on return. Please have details of delivery note number, whether it is a picking or booking error, etc to hand .

Returns Request Due to Customer Order Error

If mistakes have occurred due to customer order error or goods are no longer required, the return of these goods will be down to the discretion of Multiplex Security Systems Ltd.

You have 14 days to return these items for a full refund. After 14 days Standard stock items are usually acceptable if in original condition and will be subject to 25% restocking charge. The goods must also be returned by the customer. Multiplex can arrange to collect the goods but this would be deducted from any credit due. Any goods, which are ordered in as Specials, we may not accept returns but this will be made  clear before dispatch, this may also be subject to the Manufacturers discretion and returns policy. The return of some products are not always accepted back by suppliers. Therefore, in such cases, Multiplex would not be able to authorise a return. Also, handling charges can be more that 25% on such items. Therefore, it is imperative that any returns request for Special order products must be checked prior to goods coming back to Multiplex. Any such returns made without authorisation will be sent back to customers. Again, please have relevant paperwork details to hand together with the reason for return. If the return is acceptable, paperwork will be sent to customers showing any handling charges to be applied.

Faulty Returns

Multiplex will handle the return of faulty goods, be tested in house and possibly returned back to the manufacturers. Any goods which appear to be faulty, will be returned back to manufacturers for inspection to ascertain whether the fault has arisen due to manufacturing malfunction or if the goods have been abused/damaged. If found to be manufacturing fault, credit note is normally processed or replacements arranged FOC. If goods prove not to be faulty, they are sent back to the customer, where any carriage costs are charged respectively. Some of The manufacturers have a policy where the end user deals directly with their customer service department. Please contact Multiplex if you encounter any problems with these products where you will be given their contact numbers. Every product carries at least a 12 month manufacturer’s warranty. In some cases and special offers we will offer extended warranty. If any product has to be returned to the supplier where they are to be inspected. If the product is within warranty and is a manufacturing fault, it is repaired FOC and possibly returned back to the customer if a replacement has not been provided. Units that are out of warranty, or are malfunctioning due to fitting error, abuse, etc, normally incur a charge for repair. A report is faxed/emailed to the customer giving a breakdown of costs which must be signed prior to any repair work being carried out.