Returns Procedure


• Contact our Returns Department on (01268) 285487or email to request a returns authorisation number.
• A SAT Customer Returns (CRR) report will be emailed. Please ensure a copy is returned with the goods.
• Package the goods in the original packaging and place in an outer package, to keep the original clean and free from damage, enclosing a copy of the CR report.
• The goods should be returned to Secure Access Technologies Ltd, Unit 8, Pipetech House, Bentalls Business Park, Basildon, Essex, SS14 3BN.
• When returning the goods, it is always advisable to use either registered post or a recognised courier.
• Note – Manufacturers restocking fee may apply.
• To help us serve you better, if goods are being returned as faulty, please have an idea of the fault before making contact.
• Only goods with a valid returns number included with the returns paperwork will be accepted back by us.
• Where goods are returned for credit they must be returned in the original packaging, (please do not mark this packaging in any way) and be complete, i.e. with fixing kits, installation instructions etc.
• Please refer to our 14 day no quibble returns policy.
SAT Returns Procedure
14 Day, No Quibble Guarantee – In Simple Terms
Less than 14 days from order In Warranty Product & Packaging in Good Order No Bespoke Items

14 Day – No Quibble Guarantee Returns Policy


Products will be accepted for credit only providing:
– The items are returned within 14 calendar days of invoice
– The items remain unused
– No items or parts have been installed
– The original invoice number is required with all returns
– All items are complete with all attachments and accessories
– Products and their packaging are in original and pristine condition
– All original instructions are present
– The items were not special order or bespoke (i.e. engraving)
– Any seal if fitted is unbroken


Definitions of Special Orders & Bespoke Items
– It is not normally stocked by Secure Access and was specially sourced at the customer’s request
– It is a bespoke product manufactured specifically to a customer’s requirements i.e. stainless-steel
– It has been modified with a company logo, specific engraving or cutouts etc.
– Includes cards/fobs encoded to customers site details

Authorisation of Special Orders
– Customers will be advised that a product is special order and a written authorisation is required in addition to normal order numbers etc.
– If a verbal order is placed for special orders, Secure Access will require written confirmation that the customer accepts our T&C’s regarding special orders
– Once an order is placed customers are liable for all costs and associated charges if the order is cancelled prior to delivery
– Secure Access is not liable to accept any charges resulting from orders cancelled by customers
– Customers paying for special order items with cash or cheque must pay 100% when ordering. Cleared funds from cheques are required before further action is taken with suppliers

Invoicing Special Orders
– Invoices will be raised the day of dispatch to the customer from Secure Access or the manufacturer, or within 24 hours of an order being cancelled

Return of Special Orders & Bespoke Items
– Faulty goods in this category are all that can be returned, no other reason is acceptable
– Items will be returned to manufacturers for further action
– Under no circumstances will special orders or bespoke items be credited or exchanged
– Special order and bespoke items are not covered by our 14 day No Quibble Returns Policy.

14 Day, No Quibble Guarantee – In Simple Terms

  • Less than 14 days from order
  • In Warranty
  • Product & Packaging in Good Order
  • No Bespoke Items

– They are returned in original packaging
– There is no further damage to the product than that caused by the fault
– The items are returned complete with all accessories, instructions and leads etc.
– The original invoice number is required
– A full fault description must accompany the returned item
– A returns number has been issued by our technical department and must accompany the returned item
– Secure Access will forward the products directly to the manufacturer for repair or replacement under the manufacturer’s warranty term
– Secure Access does not accept responsibility for excess costs due to a faulty

In Warranty Repairs
– All items must be accompanied by a detailed fault description
– A returns number issued by our technical support team and the original invoice number must accompany the goods
– Secure Access will offer no exchanges or credits unless specified in that manufacturer’s warranty terms
– Details of manufacturers terms are available via the Returns/Technical Team
– Warranty periods start from the invoice date
– Secure Access accepts no responsibility for any excess costs incurred by a customer due to any faulty items.

Out of Warranty Repairs
– All charges made by the manufacturer will be paid by the customer including cost of repair, delivery and handling charge – This may include an inspection charge
– Prior to any repairs, customers will be informed of any charges. If after a 5-day period there is no response to proceed, goods will be returned to the customer at a cost of £12 + VAT
– An order number is required to commit to any repairs and their charges
– Warranty periods start from the invoice date

– Secure Access will always endeavor to ensure any item is processed and resolved within a month of receipt of the goods. However, where faulty goods are returned to manufacturers this can vary due to their policy and spares availability etc. Secure Access can in no way be held accountable through the actions of the third party.