Refund policy

Returns Policy

 

Unwanted Goods

If you change your mind, unwanted goods may be returned hassle free within 14 days.

THE FOLLOWING POINTS APPLY TO UNWANTED GOODS WHICH ARE RETURNED TO US:

  • All items must be in their original packaging and in a saleable condition. 
  • If packaging/ tamper proof seals are in place, these must not be removed or we will be unable to provide you with a refund.  HIK VISION products are non-returnable if packaging seals are broken
  • If packing/boxes are visibly ruffled, we may apply a discretionary charge of 15% as these items have to be sold as “unpacked lot”.
  • We will charge a handling fee of 15% for returns on specialist items ordered in. Customers receiving such items will be notified on this classification before goods are dispatched.
  • Carriage charge for returns is payable at your own cost.
  • Goods must be received by us within 14 days of approval
  • Please note that cut lengths of cable cannot be returned once shipped; this includes all SWA cables.
  • Cut lengths of Trunking cannot be returned once shipped.

To process your refund, we require a RETURN NUMBER and a RETURN FORM.The return number can be obtained by emailing support@falconelectrical.co.uk or phoning our order support team on 0113 733 9520.

 Goods returned to us without an approved return request.

 

Submit a return request

Please click here link to submit a returns request. Follow the instructions below:

1. Log in to your account:

  1. In the Email field, enter your email address, and then click Continue.
  2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  3. Go back to the online store, and then enter a six-digit verification code

2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions.

Please note that Falcon Electrical Wholesalers Ltd is not responsible for acquiring any unidentified parcels. Therefore, any items received without prior contact with our team WILL NOT be processed.

Warranty Information 

*Important – Please Note*

Manufacturer warranty covers failure or malfunctioning of equipment due to manufacturing faults and will not cover any defect arising from mishandling, incorrect installation or improper usage.

Manufacturer warranty will not cover the following:

  • Any modifications made without prior approval
  • Use outside of product specification
  • Voltage spikes, Water damage (Act of God)
  • Third party software functions (Not advised or supported by the manufacturer)
  • Incorrect Installation
  • Damage from transit when on its way back to Falcon Electrical Wholesalers
  • Damage by mishandling
      

Damaged Goods

Goods that are received damaged must be reported to us within 24 Hours from the time of delivery. We will arrange for a courier to collect the good(s).

Faulty Goods

If you feel your product is faulty, please contact  as soon as possible us via phone or email and we will attempt to offer technical advice to resolve the issue. 

If we are unable to resolve the problem, we will either:

  • Refer you to the manufacturer in line with their policy for dealing with faulty items.
  • Arrange for a courier to collect the good(s). 


All faulty goods returned to us are tested:

If the product is found to be faulty, we have two options:

  • We will refund the cost of the item and any delivery charges.
  • We can send you a replacement product.


If the product proves not to be faulty when tested, may offer to return this to you or ask that you arrange to have these good(s) collected. 

Please phone 0113 733 9520 or email support@falconelectrical.co.uk for any queries in relation to the above.