Returns Policy

Returning Goods.

RMA numbers are valid for 14 days from the date of issue. RMA numbers must be written on the outside of the shipping carton. Please use a copy of the RMA form as a packing list and include it in the box with your return. Any returned packages that do not clearly display a valid RMA number will be refused.

Goods outside of 14 days are subject to the (return to base) RTB (return to base) warranty after which all customers are responsible for carriage charges associated with the return of products as well as the proper packaging of the items to avoid product damage during transit.

Please note: Under 14 day collections made on suspected faulty items will become chargeable along with return postage if the unit is deemed non defective when tested.

Advanced replacements can be issued on certain items within 14 days of the invoice date, but associated credits will only be issued if the item is faulty, complete and free from damage. If this is not the case there may be a charge applicable or the non defective unit will be returned to customer and no credit given. 

Please note: Advanced replacement for customers that have a cash only account (i.e. pay by credit/debit card) will be required to complete a Credit/Debit card Authorisation form before an advanced replacement is sent out to them.

We strongly recommend the package you are returning is fully insured. We suggest you use a service that can provide “proof of delivery”. Qvis Lighting & Security will not be liable for items lost or damaged in transit.

Returned items must be undamaged and in original packaging, with all original boxes, packing materials, manuals, all other accessories however small and documentation provided by the manufacturer.

Any RMAs returned found to be modified, altered, tampered with or not to be defective will incur return carriage costs and a no fault found (NFF) fee.  This must be paid before the product is returned to you.

Any RMAs returned deemed defective due to customer misuse will also incur return carriage costs. This must be paid before the product is returned to you.

Any returned products with items missing, the items missing will be charged to the customer.

Once we receive the returned goods, we will test them and replace or credit at our discretion.

Damaged or defective goods

You should inspect your goods immediately upon delivery for defects, damages or shortage. Please ensure you notify us with 48 hours from delivery.

Please try to make a note on the carriers delivery consignment note that the goods were "DAMAGED". Please attempt to obtain photo evidence of both the damaged box & any damage to products within