Weston Distribution RMA Policy

Last Revised 29.03.2019

Document Purpose and Scope
This document addresses return policies applicable to the products that are purchased by authorised distributors of Weston Distribution and that are returned to Weston Distribution for repair or return.

Amending this Policy
Weston Distribution may choose to amend the Policy, in part or its entirety, at any time, without notice.

Weston Distribution's Responsibility
Weston Distribution's sole responsibility under the Weston Distribution warranty is limited to repairing or replacing the defective products returned by authorised distributors.
For details on the product warranty provided by Weston Distribution for respective products, please refer to the following table:
DVRs/XVRs/NVRs 12 Months
DVSs 12 Months
PTZ (Dome) Cameras 12 Months
IR Cameras 12 Months
Other Cameras 12 Months
Thermal Cameras 12 Months
Bundle (Kit) Packages 12 Months
Hard Drives 12 Months
Micro SD Cards 12 Months
General Return Requirements and Instructions

RMA Inquiry
Prior to returning product(s), please contact your direct point of purchase for return options. Weston Distribution only accepts returns from authorised distributors. Distributors must obtain an authorized RMA number from the returns team contactable via returns@westondistribution.com

To apply for an authorised RMA number, distributors can download the RMA form from www.westondistribution.com/terms
Once the form is completely filled out and required documents are available i.e Proof of Purchase and Replacement Proof, please submit the form and documents to returns@westondistribution.com for processing. 
Note that the RMA number approved must be clearly written in in large type on the outside of all returned packages. Weston Distribution will refuse any returned package(s) without an RMA number and return the product to the customer with freight due.

An RMA number is valid for fourteen (14) calendar days after its issuance by Weston Distribution. The distributor must return the product described in the RMA, or else a new RMA number will be required. If Weston Distribution does not receive the product(s) within the allowed time frame, the RMA will be closed and returns may be refused, potentially delaying the process.

Returns from Authorised Distributor
Weston Distribution only accepts returns from authorised distributors. If you are not an authorised distributor and you should experience a problem with our product, please return it to the point of purchase.

Return for Credit Policy
Weston Distribution has a 90-day return for credit policy for defective items. Warranty begins from the date  ships the product to dealers/end-users. The dealer or end-user is required to send the defective product(s) back to the distributor for return processing. Distributors must submit a return authorization request with Weston Distribution via the RMA form. Returns outside the 90-day time period are not eligible for credit. Product(s) that have been painted, tampered with, labels removed, or any other modifications will void the credit warranty. These product(s) may be repaired but fees may apply.
Restocking Fees
A 30% restocking fee will be applied to any new/unused, non-defective product(s) returned within 90 days of the distributor ship date to the dealer/end-user.
“Special Order” Purchases
Customised products or items we do not regularly stock cannot be returned for refund/credit or exchange. A Repair RMA will be processed for defective special order items; upon further evaluation and product is confirmed irreparable, a replacement will be processed.
Software Returns
Weston Distribution has a 30-day return policy for software license orders.

Advance Replacement
Weston Distribution has a one (1) year warranty policy for replacement/returns. Dealers/end-users must send the defective product(s) back to the distributors. Distributors may then offer an over the counter exchange option if the product is available at the branch. If the product is out of stock, the distributor will have to place a new purchase order with Weston Distribution. Once the exchange/replacement is completed, the distributor must submit the return authorisation request with Weston Distribution via the RMA form within 5 working days, otherwise the request will not be processed.
In the unlikely case of product failure within the first year of ownership Weston Distribution will make the best effort to ship replacement product(s), via distribution, of equivalent performance and specifications. An RMA for Credit request is mandatory for the return of the defective product(s). Please follow normal RMA instructions when requiring an advance replacement.
Bundle (Kit) Packages Over the counter exchange is an option via distribution for defective sub-kit cameras or recorders. Please contact your point of purchase for RMA options.

The distributor must fill out and submit the RMA form with all the required information to assist the repair department with diagnosing and repairing the item. Warranty goods are repaired without contacting the customer. An "Estimation of Charges" is sent to customers for the repair of Non-Warranty goods, which they must review and sign if acceptable. Non-warranty items require written authorisation from the customer. If an item is deemed "irreparable" the customer is contacted and has the option of (1) having the product returned, (2) having the product scrapped or (3) purchasing a new unit as replacement.

Packaging Requirements
All returned products must be packaged to afford individual mechanical protection so damage does not occur while the product is in transit to Weston Distribution. In addition, the packaging must provide proper electrostatic discharge (ESD) protection. All packaging should be comparable to the packaging in which Weston Distribution originally shipped the product. For multiple packages, each package must be labelled with the approved RMA number and properly sealed, and a copy of the RMA form must be enclosed with the shipment. Weston Distribution is not responsible for packages or items received damaged in transit, repair fees may apply. The distributor or customer must enclose a packing list identifying the contents in each shipping carton.

Freight Charges
The distributor will pay inbound freight of the returned product and Weston Distribution will pay the ground outbound freight of the repaired product to the customer
Please Note Products may not be returned via any visiting Weston Distribution representatives and must be returned in line with the above policy. Any products given to Weston Distribution employees for return under RMA, without express authorisation of a director of Weston Distribution, will be rejected by the returns team and the distributor will be liable for any return carriage.