Refund policy

Detector Distributions Return Policy

At Detector Distributions, we aim to provide high-quality products and exceptional service to our dealers. This return policy outlines the process for dealers to handle returns and warranty claims, ensuring a seamless experience for their customers.

Returns and Exchanges (Dealers)

1. Eligibility:

   • Returns are only accepted from registered dealers who have purchased directly from Detector Distributions.
   • Products must be unused, in original packaging, and in resaleable condition.
   • Returns must be initiated within 30 days of the invoice date.
     
     

2. Process:

   • Dealers must contact us via our Returns Request Form to obtain authorization before shipping any items.
   • Include proof of purchase (invoice number) and a description of the issue.
   • Upon approval, return the item(s) to the address provided by our team.
     
     

3. Restocking Fee:

   • A 15% restocking fee applies to all non-defective returns.
   • Shipping costs are non-refundable, and the dealer is responsible for return shipping fees.
     
     

4. Non-Returnable Items:

   • Custom orders, discontinued items, and products damaged due to misuse, neglect, or unauthorized modifications.
     
     

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Warranty Claims (End Users)

Detector Distributions handles warranty claims directly with end users to streamline support.

1. Process for Warranty Claims:

   • End users must submit a Warranty Claim Form available on our website.
   • Required documentation includes proof of purchase, the product's serial number, and photo/video evidence of the issue.
     
     

2. Assessment:

   • Our service technician will review the claim and advise the customer on the next steps.
   • If the product requires servicing or replacement, the customer must ship the item to our Service Centre at their own cost.
     
     

3. Resolution:

   • If the issue is covered under warranty, Detector Distributions will repair or replace the product at no charge.
   • For out-of-warranty issues, a service fee will be quoted before any work is undertaken.
     
     

4. Return Shipping:

   • Detector Distributions covers the return shipping costs for repaired or replaced items under warranty. A shipping fee applies to items not under warranty.
     
     

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Responsibilities of Dealers

We encourage dealers to:

• Inform end users about our warranty claim process.
• Retain proof of purchase records for warranty verification.
• Direct end users to the Warranty Claim Form on our website for efficient processing.

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For any questions or additional support, dealers can contact us via our Contact Us page or through your account manager.

This policy helps maintain high standards of service while ensuring fairness and clarity for all parties.