Customer Returns
Under our ISO Quality Management system, we operate an RMA (Returns Merchandise Authorisation) system to manage customer returns.
If your product develops a fault, in the first instance please call our service team who will help diagnose and try to resolve the issue. This may save you a great deal of inconvenience and downtime.
If you believe the Captec equipment is definitely malfunctioning and our service team have been unable to resolve the issue, please complete the form on this page to raise a new RMA.
Please take note of the ‘Returns of Goods’ section in our Terms and Conditions of Sale.
We politely request that no goods are sent back to Captec until an official RMA number has been issued.
On submission of your RMA you will be emailed a Ticket ID number, enabling you to track your RMA and exchange any additional information with our service team as required.
Returns Policy
We operate a 12 month Return to Base warranty system as standard. The customer is responsible for carriage charges involved in returning the product for repair. We will bear the carriage charges when returning the product.
- Products returned to Captec in unsuitable packaging, or products damaged in transit, may not be accepted. In such an event, carriage charges involved in returning the product to the customer will be charged to its account.
- Where possible, we will repair the product in-house. It may be necessary to return faulty components to the original manufacturer for repair, which can involve additional delay.
- If a product is being returned for credit, it must be by prior agreement and be complete with all original packaging, software, accessories and documentation, and be in suitable condition for resale. Where this is not observed, a restocking fee equalling 15% of the product’s original invoice value will be applied.
- Products returned to Captec without a valid RMA number will not be accepted. Any carriage charges involved in returning the product to the customer will be charged to its account.
- Products returned to Captec in unsuitable packaging, or products damaged in transit, may not be accepted. In such an event, carriage charges involved in returning the product to the customer will be charged to its account.
- RMA numbers issued are valid for 14 days only. If a product has not been received within that time, the RMA will be closed and another application will need to be made.
- Where a product is returned for repair under warranty, but is found to be without fault after test, a charge will be applied to cover inspection, testing and return carriage.
- All products returned to Captec for inspection or repair will remain the property of the customer. Captec do not accept any liability for accidental loss or damage. Customers should ensure returned products are covered by appropriate insurances at all times.
