RMA Information, Bigbrother Systems

CCTV, Surveillance Products

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Email techsupport@bigbrothersystems.com

Fax: 01782 331655

These conditions apply also to non Internet sales (except Distance sellings regulations which are for On Line Sales only)

Warranty is indicated on the product at the time of placing order, usually 1 – 3 years unless stated otherwise, Big Brother Systems cover the warranty on all our products except for Monitors which are usually covered by the Manufacturers Direct Replacement or Repair schemes

1. Big Brother Systems Ltd will repair any equipment sold free of charge which has developed a fault during the warranty period and is in its original condition and specification as it was when supplied, modifications electronically, software or asthetically and broken seals can affect warranty, if the product that has a fault cannot be repaired we will offer you a replacement, if it cannot be replaced we will offer you an alternative, any support offered by manufacturers does not affect your statutory rights. Please note it is your responsibility to take down or disconnect any equipment to be returned and any faults occuring regardless of age we are here to assist by Phome or Email should a problem arise, faults are not subject to any compensation what so ever or any claims for downtime, disconnection and reinstallation charges, note that most buyers install themselves, if you cannot do this professional installers should discuss with you what will happen and what to do if a fault occurs and how they can assist, many will do this for a reasonable fee and will cover this event or pre advise what costs will be either as a one off fee or individual charge.

2. Under the Distance Selling Regulations (2000) you have the right to cancel the contract relating to your order at any time up to the end of 7 working days after the goods are delivered. To exercise your right of cancellation, you must give written notice to Big Brother Systems Ltd either by email, letter, or Fax providing details of the goods ordered, the invoice number, the Serial Number and date received, without all of these we cannot proceed, Telephone notifications are not acceptable.

3. If you exercise your right of cancellation under the Distance Selling Regulations (2000) after the goods have been delivered to you, you will be responsible for returning the goods to the Company at your own cost. The Distance Selling Regulations (2000) places a duty on you to take reasonable care of the goods once you have exercised your right to cancel. Returned items for repair or otherwise must be packaged correctly with bubble wrap etc and packed in a suitable plain outer cardboard carton. Please include all internal packaging, Polystyrene etc. cables, adapters, manuals, & software . Big Brother Systems Ltd will refund you within 30 days for any sum that has been paid by you or debited from your credit or debit card for the goods. If after exercising your right under the Distance Selling Regulations (2000) you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods. When exercising your right to cancel under the Distance Selling Regulations (2000) please return goods to Big Brother Systems Ltd, Unit 7, Parkhall Business Village, Parkhall Road, Longton, Stoke on Trent, Staffs, ST3 5XA 3. Exceptions to Distance Selling Regulations (2000) - You do not have the right to cancel the contract under the Distance Selling Act if you have collected goods from our factory or the order is for products containing Computer Software which has been unsealed or the Seals broken, or if you are not a consumer i.e. A Limited Company or PLC, A Partnership or LLP, A Sole Trader or any other type of Commercial Body or a Registered Charity.

4. Returns must be accompanied by an RMA number, this will be issued as soon as we have determined the product is faulty, we will either advise you of the number verbally after any Technical assistance or by email or Fax, The RMA number must be clearly marked on the outside of the carton and not on any equipment cartons, without the RMA we cannot look at the problem. Please have details of the goods, the Serial Number, the Invoice number and the date it was received. When returning goods, other than under the Distance Selling Regulations, for repair or replacement, we will advise you what items to retain, cables, manuals etc. Modified Products. Any goods that have been modified or physically altered in any way both externally, or electronically, connectors cut off etc. will be deemed as Warranty Invalid and no support will be provided. Returned items should be packaged properly and shipped in a plain outer box. Product Testing. All items not returned in accordance with the Distance Selling Regulations (2000) will be tested by our technical staff. Any item(s) found to be not faulty will be subject to a £8.50 +VAT charge per item if collected from our factory or a return shipping charge usually a minimum of £8.50 + VAT charge if shipped back the client. You will be notified by e-mail, or Fax before any non-faulty goods are returned to you. This does not affect your statutory rights. LCD Monitors. If your query relates to an LCD of any type , and relation to dead pixels, please be aware that all of the Companies Suppliers and therefore Big Brother Systems Ltd all conform to the ISO 13406-2 standard – the acceptable number of dead pixels based on screen size and resolution. Information on this can be found through any major search engine typing “ISO 13406-2” and the monitor brand name. Products with dead pixels of equal to or less than those defined within the ISO 13406-2 standard will not be accepted for return.