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20 November 2019
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Definitions and Interpretations

The following constitutes the ‘Returns Policy’ of Complete Fire & Security Solutions Ltd in force at this time.  It is a guide, and is not intended to be exhaustive or exclusive.  CFSS staff must be consulted if anything is not clear.  CFSS reserves the right to alter this policy in line with its needs and the needs of its customers.

Customers wishing to return products to CFSS, for whatever reason, must comply with the ‘Returns Procedure’ of the company in force from time to time. 

Before returning any goods to CFSS, it is necessary to obtain an authorisation number by contacting us with the following information:

       Date of Purchase

       Order/Invoice Number

       Product Model and Serial Number

       Reason for Return/Description of Fault

On acceptance, a Returns Authorisation Number (RAN) will be issued, along with an e-mailed PDF detailing all the above information. The return must comply with the following criteria:

  1. The e-mailed PDF MUST accompany all returned goods;
  2. Returns authorisation numbers are valid for 14 days only.  Products not returned within this period will require a new authorisation number;
  3. The RAN number and senders address must be visible on the outermost packaging;
  4. For any product to be considered for credit, it must be in ‘as new’ condition with all the correct packaging, instructions and accessories;
  5. To protect the product packaging, goods should be either double boxed or wrapped;
  6. Products that are incorrectly ordered or no longer required may be returned for credit or refund providing the Returns Guidelines are followed for a credit or refund within 7-days of the date of order. After this period returns are at the discretion of CFSS, minus a 15% restocking charge; . Special order lines are not subject to return or credit under any conditions (repairs only);
  7. Products declared faulty within warranty ** (but more than 7-days after date of invoice) will be repaired or replaced free – at the discretion of CFSS Limited after being assessed – if the product has been discontinued, an equivalent may be offered as replacement;
  8. An inspection charge of £45.00 and carriage will be levied in cases where no faults are found, regardless of warranty;
  9. Out of warranty products can be repaired, however the inspection charge will be applied along with parts and labour costs.

All goods will be assessed by CFSS Limited to decide which course of action is appropriate. 

** For DSC or Sur-Gard products, please check to see if a component is within warranty before requesting any returns number. You can do this by visiting http://www.dsc.com/plugins/DateCode/DateCodeLookup.asp  and entering your product information as detailed. If the date of manufacture is within 15-months (+3 months to allow for time stock is on our/your shelves), then your defective item is within manufacturer warranty, and may be returned. Items older than 15-months from date of manufacture will NOT be considered for repair/replacement.

Please go to www.ranonline.co.uk  if you wish to request a RAN.
Note: All RAN applications are completed using this site, and are normally issued within 3 working days.

Thank you

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