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1.  28-Day Returns Policy – Nortech Manufactured Products

Nortech offers a 28 day returns policy for all Nortech manufactured products purchased directly from Nortech (excluding exceptions – see paragraph 3). For products purchased through a distributor, refer to their own returns policy. Nortech manufactured product ordered by mistake can be returned to Nortech’s headquarters within 28 days of the date of the invoice. Provided that the packaging is still intact with the original seals, the goods will be accepted and the invoiced value for the returned goods minus a 10% restocking fee will be credited.

For goods returned within 28 days of the date of the invoice with evidence that seals have been broken or the package has been opened, the amount credited will be the invoiced value of the goods minus a fee of 25% (£25 minimum) to cover the cost of retesting and repacking the goods.

If the returned goods are reported as or found to be faulty, they will not qualify for a returns credit and will be treated as ‘goods returned for repair or replacement’ (see paragraph 4).

No credit will be offered for goods returned after the 28-day deadline regardless of the reason.

2.  Distributed Goods Returned For Credit within 28 Days

Products not manufactured by Nortech but supplied by Nortech are covered by the 28-day returns policy subject to a restocking fee (excluding exceptions – see paragraph 3). Any such product ordered by mistake and returned to Nortech’s headquarters within 28 days of the date of the invoice will be accepted and credited. The amount credited will be the invoiced value of the goods minus a restocking fee of 25% (£25 minimum) to cover the cost of retesting and repacking the goods.

If the returned goods are reported as or found to be faulty, they will not qualify for a returns credit and will be treated as ‘goods returned for repair or replacement’ (see paragraph 4).

No credit will be offered for goods returned after the 28-day deadline.

3.  Exceptions

Goods that are not covered by the 28-day returns policy include:

• All credentials (cards, transponders, fobs, etc.) except standard stock items
• Any product that has been specifically manufactured to order
• Any product that has been functionally designed or modified to meet a customer’s specific application
• Any product that has been branded or personalised to a customer’s specification
• Any distributed goods (see paragraph 2) that are not listed stock

4.  Goods Returned for Repair or Replacement

Any product returned with a suspected fault, whether or not it is returned within 28 days of the date of the invoice, will be dealt with as follows:

4.1  Products Returned Within the Warranty Period

Products returned within the warranty period and having a defect covered by the warranty will be repaired or replaced at Nortech’s cost. For a product to be repaired or replaced under the Warranty, it must be returned to Nortech’s headquarters together with a Returns Authorisation Number (RAN) and paperwork according to Nortech’s Returns Procedure.

The Warranty is valid on a product that is returned within the published warranty period and where:

• The product does not show signs of having been subject to excessive physical forces such as vandalism
• Damage to the product components has not been caused by exposure to excessive voltages due to incorrect installation and wiring with reference to the installation manual.

Following an in-warranty repair or replacement, the product will continue to be under warranty until the end of the original warranty period (as calculated from the date of the original invoice).

4.2  Products Returned Outside of the Warranty Period

Products returned outside of the warranty period or having damage or defect not covered by the warranty will be repaired, where possible, and returned to the customer. The cost of repair and shipment will be charged to the customer.

For an out-of-warranty product to be repaired, it must be returned to Nortech’s headquarters together with a RAN (Returns Authorisation Number) and paperwork according to Nortech’s Returns Procedure. It must also be accompanied by a customer purchase order for the minimum repair charge value as stated below plus return shipment cost.

Any product returned to Nortech with a suspected fault and then found not to be faulty will be returned to the customer. The cost of investigation and return shipment will be charged to the customer.

The minimum repair charge for an out-of-warranty repair is £50 or 25% of the value of the item returned, whichever is less (this does not including shipping).

Once a returned product has been assessed, the customer will be provided with a quotation for the repair cost and asked to authorise the repair. Where the repair cost plus return shipping cost exceed the value of the accompanying purchase order, the customer must raise a second purchase order to cover the difference before the repair can go ahead.

An out-of-warranty repair carries a 90-day warranty against failure from the date of shipment back to the customer.

5.  Safe Delivery Confirmation

For insurance purposes, it is necessary for Nortech to determine at which point any reported cosmetic or structural damage to large items occur during the delivery process. These items include Signs, Pedestals and Mounting Posts. To this end, we require our customers to provide confirmation of safe delivery of these items within 48 hours of the recorded delivery date and time. Any cosmetic or structural damage that may have occurred during shipment must be reported within this 24 hour period (where safe delivery confirmation was not given) for Nortech to accept them back for replacement. We also require customers to check packaging for in-transit damage before accepting delivery. Once a delivery has been accepted and safe delivery has been confirmed (or 48 hours have elapsed), it will be assumed that any damage occurred after handover to the customer.

6.  General Conditions

• Products returned for consideration for credit must be returned complete, unmarked as new.
• Any products returned for consideration for credit that has been irreversibly altered by the customer, such as reducing the length of a reader cable, the product cannot be returned to stock and therefore can’t be accepted for return for credit.
• Credentials, special order (not in price list) and pedestals – If any of these products are suspected to be defective and require repair or replacement under the terms of the warranty, they must be returned to the factory for assessment.
• Once a repair has been authorised by the customer, the typical repair turnaround time for Nortech manufactured products is 5 working days, with some exceptions. For distributed products, Nortech would normally be able to quote a repair turnaround time once an initial inspection has been carried out.
• Under certain circumstances, Nortech may, at its own discretion, provide an advanced replacement for a suspected faulty product. In such cases, the customer would be required to raise a purchase order for the replacement product and return the suspected product would be required to be returned to Nortech for inspection. If the product is found to be faulty, then a full refund will be provided. If however, it is found not to be faulty, then it will be treated as a return for credit and the appropriate restocking fee will be discounted from the refund.
• Where a product has been returned for repair without a valid RAN, completed forms and appropriate purchase order, Nortech will attempt to identify and contact the originator of the return in order to request the missing items. If there are no details of the originator, a period of 28 days will be allowed from the date of receipt of the product for the originator to get in touch. If the originator doesn’t make contact with Nortech within that period, the returned product will be scrapped.
• Where the originator has been contacted and missing items requested, a 28-day period will be allowed from the date of the request for the originator to respond. If the required items are not received within that period, the product will be returned to the customer and the return shipping costs will be charged to their account.
• Where an out-of-warranty return for repair is received and the request for authorisation to proceed requested, a 28-day period will be allowed from the date of the request for the receipt of the authorisation (and purchase order, where required). If the authorisation is not received within that period, the product will be returned to the customer and the return shipping costs will be charged to their account.