Please find below a guide to our returns procedure, aimed to make replacement or repairs of faulty products simple and fast.
General Points
CAME electronic components are provided with a three-year warranty. All warranty returns require a returns number which can be obtained by contacting our sales team. If the return is for a product with a suspected fault covered under warranty, you will first need to contact our technical team who will issue the returns number.
Customers are advised to check their order and products immediately upon receipt. Any transit damage or delivery shortages must be reported within 24 hours of delivery.
When returning products, please ensure that items are packed securely and appropriately, as we cannot be held responsible for any damage that occurs during transit back to us. Returned items must be placed in a suitable outer shipping carton. The product’s original packaging must not be used as the outer packaging, as this may result in damage to the packaging or product during transit
Return shipping costs are the responsibility of the customer.
Where products are returned, please send them to the appropriate CAME office:
- Intercom & Access Control products – CAME South Office return address:
Liberta House, Maxted Road, Maylands Industrial Estate, Hemel Hempstead, Herts HP2 7DX - Automation products – CAME North Office return address:
Unit 1B Sills Road, Willow Farm Business Park, Castle Donington DE74 2US
Advanced replacements
We do not offer advanced replacements. If you require a replacement product to be sent out in advance of the suspected faulty unit being returned, a purchase order will be required. Customers who do not hold a credit facility with us will need to pay for the replacement product by pro-forma or credit card.
If we can find no fault with the original returned product (or it has been damaged and therefore not under warranty) a credit will not be raised and the original item returned to you.
PLEASE NOTE:
A very large number of products returned show no indication of fault when bench tested. Our technical team are often able to resolve many issues over the phone and will only issue a returns number if they conclude that the product in question requires further inspection. If a returns number is issued, the product must be returned to us within 14 days.
Please be aware that a fault returns number is issued based solely on the information provided to us. This does not automatically confirm that the product is faulty, as we can only diagnose a suspected fault based on the information given over the telephone. The original product may not be faulty and could have been incorrectly installed, damaged during installation, or unintentionally damaged during operation.
When we receive the suspected faulty product back, it will be fully tested. If the product is within the warranty period and found to be faulty, a credit, repair, or replacement product will be issued depending on the requirement.
If no fault is found with the product, it will be returned to you with a copy of the inspection sheet and no credit or replacement will be issued.
PLEASE BE AWARE THAT IF WE RECEIVE A PRODUCT WITHOUT A RETURNS NUMBER, WE WILL NOT BE ABLE TO PROCESS IT AND IT WILL BE RETURNED TO YOU.
Where we have provided a custom made product, we will not accept the goods back for credit under any circumstances, unless the products we have provided are diagnosed faulty by us.
Please note the following fault causes will negate the product warranty:
- Water ingress
- Unauthorised component replacement, using non CAME products.
- Insect damage
- Third party damage (e.g. evidence of a product that has been forced, or incorrect installation)
Under these circumstances, we will not raise a credit for the products or issue new products without charge.
Returns for Unwanted Products
Where products have been ordered but are no longer required, CAME UK will accept returns within 180 days of the original purchase date, subject to the following conditions:
- The products have not been installed
- The products are returned as complete items
- All packaging and instructions for each product are as new
Restocking Charges
Returns of unwanted products are subject to the following restocking policy:
- Returns within 30 days of the original purchase date: No restocking fee will apply.
- Returns between 31 and 90 days from the purchase date: A 10% restocking fee will be deducted from the credit value.
- Returns between 91 and 180 days from the purchase date: A 20% restocking fee will be deducted from the credit value.
- CAME will not accept any returns over 180 days from the purchase date
We reserve the right to refuse returns or apply a higher restocking charge if products are returned in a condition that prevents them from being resold.
Please also ensure that no labels are applied and no writing is made directly on the product packaging, as this is the original packaging. Any markings may render the product not in a resalable condition.
Any products received without original packaging or not in a resalable condition may be returned to the sender and no credit will be issued.
Repairs
Repairs for products outside of warranty will be conducted on a chargeable basis. We will advise the inspection fee when the returns number is generated. A purchase order will be required before the inspection takes place.
Customers who do not hold a credit facility with us will need to pay the inspection charge by pro-forma or credit card.
Where a repair is completed, the repaired element of the product will carry a 3-month warranty from the repair date shown on the invoice.
Please note that we are unable to repair products for obsolete systems.