Returns and exchanges
Unused equipment in its original packaging can come back within 30 days of the invoice date. Email us first and we will send a return number, which keeps the parcel identifiable at the warehouse door.
The 30-day window
The window opens on the invoice date and closes 30 calendar days later. A return needs to be requested inside that window, not delivered inside it. If the last day falls on a weekend or a public holiday, you have until the next business day to ask.
Faulty items are different. If a unit fails, the warranty applies rather than this window, and the cover runs for 24 months from the invoice date.
Returns at a glance
| Return window | 30 days from invoice date |
|---|---|
| Condition | Unused, original packaging, all parts |
| Return freight | Buyer pays, unless the item was damaged or wrong |
| Restocking fee | None on unopened stock |
| Refund timing | 5 business days after inspection |
Condition the item must arrive in
Unused
No mounting holes drilled, no cable stripped, no pairing, no configuration and no data left on the device. Return the unit as it arrived, ready to sell to the next buyer.
Original packaging
The retail box, the inner moulding, the manuals, the mounting screws and any bundled accessories. Write the RMA number on the outer shipping carton, never on the retail box.
Protected in transit
Pack it the way we packed it. A unit that arrives dented or scratched because it was loose in a box may be refused or refunded at a reduced value.
How to return an item, step by step
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1. Email us inside the window
Send the model code, the order reference from your invoice, the quantity and the reason for the return to support@preventivesec.com. A photo helps when the item is faulty or damaged.
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2. Receive your RMA number
We reply within 1 business day with an RMA number and the return address. The number is valid for 14 days. A parcel that arrives without one cannot be matched to your order.
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3. Repack the unit
Include every part that came in the box, plus a copy of the invoice or the order reference inside the parcel. Keep your shipping receipt and the tracking number.
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4. Ship it back
Send the parcel to the address in the RMA email. Use a service with tracking, because a return that goes missing in transit without proof of delivery cannot be refunded.
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5. Inspection and refund
We inspect the unit within 2 business days of arrival and email you the outcome. Approved refunds are issued to the original payment method within 5 business days of that inspection.
Who pays return freight
You do, in most cases. Return carriage is the buyer's cost, and the original outbound shipping charge is not refunded unless the whole order goes back.
We pay both ways when the fault is ours: the item arrived damaged, the model we shipped is not the model you ordered, or the unit is dead on arrival. In those cases we send a prepaid label or reimburse your carriage cost against a receipt, at our choice.
Restocking and exceptions
There is no restocking fee on unopened stock returned in its original packaging. On opened but complete and unused equipment we may apply a 15% restocking charge, because the unit has to be tested and repackaged before it can be sold again. That charge is always confirmed in writing before you ship anything back, and it is waived when the return is due to our error.
Refunds
Refunds go back to the payment method used on the invoice. Card refunds usually land within 3 to 5 business days after we issue them; bank transfers can take a little longer depending on your bank.
Shipping charges are refunded only when the return is due to our error, or when the entire order is returned unused.
Questions about a specific return: support@preventivesec.com.
What cannot be returned
A few lines cannot go back into stock once they leave us. These are the exceptions to the 30-day window:
- Opened microSD cards, memory cards or other storage media. Sealed cards in unbroken packaging can be returned.
- Devices that have been configured, paired to an app, or registered to an account, unless they are faulty.
- Locks and cylinders keyed to your own key or master key, which cannot be rekeyed for another buyer.
- Consumable items: batteries, mounting tape, cable ties and single-use installation hardware once the pack is opened.
- Clearance units and special-order lines, which are marked as such on the quote and on the invoice.
Exchanges
Swapping one model for another follows the same procedure. Ask for an exchange instead of a refund and we issue an RMA number for the original unit, then quote the replacement on a fresh invoice so the price, stock and shipping are all confirmed in writing.
Where the replacement costs more, we invoice the difference. Where it costs less, we refund the difference once the returned unit passes inspection. If you need the replacement quickly, say so in the first email: we can dispatch it as a separate order and refund the original unit when it arrives.
Damaged in transit
Photograph the carton and the unit before you fit anything, and email the photos to support@preventivesec.com within 2 business days of delivery.
We file the carrier claim ourselves and ship a replacement or issue a full refund, including the original shipping, once the claim is opened. Do not send a damaged unit back before we ask for it.
Start a return
Email the model code and order reference and we will send an RMA number within 1 business day.