Returns Policy

Returns and Repairs Policy

1. Warranty Information
1.1 The standard warranty of products sold by Oprema Ltd is as follows unless specified in writing:
As per manufacturer’s warranty
In house repairs are covered by a 3 month warranty
1.2 The warranty covers the failure of equipment due to design / manufacturing faults. It does not cover any defect arising from mishandling, incorrect installation or any improper use of the product. Any damage, modifying of cables or opening of sealed units will invalidate any warranty.

2. Returned Goods Procedure
2.1 All goods and products being returned must be accompanied by a Returns Material Authorisation (RMA) number before they are processed following the procedure as outlined below.
2.2 Stage 1 – If goods are deemed faulty contact our Technical Department on 02920 536544 to discuss the fault and if they are unable to rectify it, either over the telephone or remotely, they will confirm that the product is to be returned for further testing. Alternatively you can bring the goods directly to the trade counter where they will test while you wait.
For items covered under the 28 day return for credit policy you can contact customer services on 02920 641509.
**Please note that certain manufacturers may deal with your return directly**
2.3 Stage 2 - Subject to the above, the Returns Department will then issue you with an RMA number and at this stage will ask you to provide the following information:
Part number & quantity of the product(s) to be returned
Serial number(s)
Invoice number relating to the return
2.4 Stage 3 - Our Returns Department will then email you a copy of the returns form for you to complete in full and you must ensure that this form is returned with the products(s). Please ensure that all details are completed as this will allow for prompt processing of your return.
2.5 Please note that RMA numbers are only valid for 14 days. RMA numbers older than 14 days will be refused unless they have been revalidated by contacting the Returns Department prior to being shipped to Oprema.

3. Returning the goods/ product
3.1 After obtaining an RMA number and completion of the returns form, it’s the customer’s responsibility to get the product(s) and form returned to:

Returns Department
Oprema Ltd
Unit 11 & 12 Eastgate Business Park  
Wentloog Avenue

Please email any returns correspondence or requests to:
3.2 All items being returned must be packaged carefully to avoid any damage during transit and include all original leads, connectors, manuals and accessories. If possibe, please use the original product packaging. Any items received that have been damaged in transit or in an unsatisfactory condition will void the warranty. Oprema will not be liable for any loss or damage incurred during transit.
All goods returned must be accompanied by the returns form and a valid RMA number. The returns form must be securely fixed to the top of the box that the items are being returned in. Any goods supplied without a returns form attached will not be processed.
3.3 Please note that not adhereing with any of the above could result in handling charges.

4. Processing the returned item
4.1 The RMA number does not guarantee that you will receive warranty repair, replacement, or that credit will be approved.
4.2 After a faulty product has been tested, Oprema reserve the right to repair or replace with the same (or a product with equivlent specifications) or issue a full/part value credit note.
4.3 If the product is outside of the warranty period or is returned damaged, then a repair or replacement can be arranged for an agreed cost to the customer.
4.4 If the product is returned in an unsatisfactory condition, it may be subject to a handling charge of 20% and/or be deemed to invalidate the terms of the warranty.
4.5 Any item returned as faulty and found to have no defect will be subject to an inspection and handling charge of not less than £35, and potentially higher dependent on the product/manufacturer. All carriage costs are to be borne by the customer.
4.6 Expected turnaround for repairs is between 7-28 days. This is dependent on manufacturers repair policy and spares availability etc. which are beyond Oprema’s control.

5. Advance replacements
5.1 An advanced replacement can be requested up to 28 days after the date of an invoice. We will invoice you for the replacement item(s) and if the returned item(s) are found to be faulty, then we will issue you with a credit note. If the goods are tested and found to be non-defective then they will be returned to you and will be subject to the handling charge mentioned above.
5.2 Any request for an advanced replacement after 28 days will be refused and the item will be treated as a warranty repair and you will need to follow the above procedure. In this instance, if you require a new item whilst the return is being processed you will need to place an order for the item(s) required and will be invoiced as such. If the item is repaired it will be sent back to you and no credit will be issued. If the item is beyond economical repair, then you will be issued with a credit note.

6. 28 day Return for Credit policy

6.1 Please note that due to warranty dates and software changes we are unable to accept any items back for straight credit over 28 days from date of invoice. Any items returned for credit must be core stock, in brand new condition, in original packaging with no marks or writing on the box and all security seals must be untouched. Anything that does not meet these conditions will not be accepted back for credit, and handling and carriage charges may be applied. No credits for carriage shall be given if the customer decides an item is not required.
6.2 Straight Credits will be processed within 14 days from the date we receive the items.

7. Special Order and Customised Products
7.1 Special order and customised products are deemed non-returnable. You will be advised at point of quote or order if an item is deemed a special order product.

8. Chargeable Repairs

8.1 Any items which are out of manufactures warranty or were not originally purchased from Oprema will be subject to carriage and handling charges. If we send an item back to get a quote for repair and the customer deems the repair costs to be greater than the value of the product, the customer will still be charged carriage and handling charges. If you would like a rough estimate before sending a chargeable repair, please ask our Tech Support team when you request the RMA number. Where an item is sent back for a chargeable repair, Oprema will require a purchase order number at point of return to cover any costs.