Prior to obtaining a returns number you must first contact the Technical Department on 01462 708 820 - Option 2 to discuss the fault and confirm the product is to be returned for further testing.
Please ensure an RMA has been raised before returning items. Only send back items arranged on the RMA as additional unrequested items will delay your RMA being processed.
Please ensure that the returns package is clearly labelled with the RMA number to avoid unnecessary delays.
Hikvision advance replacement policy
All Hikvision products (excluding PTZs) purchased after September 2016 are covered by a 3-year warranty (2 Year warranty on Switches & Intercom products). Once a product has been identified as potentially faulty by our technical department, it is then eligible for advancereplacement for a 3-year period from the initial date of purchase. After 3 months from shipment date, Fortus reserve the right to use a refurbished or service product for the remainder of the warranty period.
Any specialist items purchased at a customer’s request, customised items, non-stock items and PTZs arecovered by a 3-year warranty but are exempt from the advance replacement offer and will have to go through the standard warranty repair service. An advance replacement is given based on the diagnosis of the technical department derived from the information given by the customer on site and is not an admission that the product is faulty.
A fault can only be determined once tested by Fortus and we reserve the right to return any items deemed not faulty. You will beinvoiced for the advanced replacement via your credit account if one is in place, otherwise the replacement item would be required to be paid for prior to sending out. Any faulty item/s that get advance replaced must be returned to Fortus within 14 days of receiving a replacement. Any items returned after this time will be treated as a warranty repair and returned thereafter.
After the returned product has been tested and if the fault is agreed a credit note will be raised.