Returns, Refunds and Exchanges

Returns

Only products originally shipped from Surrey Sensors Limited (SSL) or from an authorised supplier (drop-ship) will be considered for return to SSL. By a Customer requesting return of products to SSL, the Customer certifies that the products were purchased from SSL and there has been no substitution of the product from another supplier, distributor or other source of the product. Any return must be in the original packaging (if Product was supplied with packaging) and in unused condition except if approved for failure analysis/warranty evaluation by a SSL representative via a Return Material Authorisation (RMA).

Exchanges

Any item for exchange must be in new condition and in the original packaging (if Product was supplied with packaging). Exchanges must be requested within thirty (30) days of ship date. Defective item(s) may be exchanged/returned for the same item. Items purchased from SSL that have been used or altered and any items that have been sold as NC/NR will not be accepted for exchange.

Non-Cancellable (NC) and Non-Returnable (NR) Items

Products listed as NC/NR status are identified on the Cart Page for online orders and via Order Acknowledgement for all other orders.

Return Freight/Restocking Fee

SSL reserves the right to charge cancellation and restocking fees at a minimum rate of fifteen percent (15%) to be deducted from the Customer refund. SSL does not refund the original shipping and handling, or any other costs incurred in the original transport. Customer is responsible for all return freight charges. SSL does not accept COD shipments.

Refunds

Upon receipt and inspection of returned item(s), SSL will advise of the refund status. In the case of factory warranty or failure analysis, SSL will issue any applicable credit pending manufacturer confirmation of failure. SSL initiates credits via the original method of payment within 48 hours of approval. Refunds via credit card can take up to ten (10) business days to post to the account.

How to Return an Item

    1. Contact your SSL representative within thirty (30) days of ship date of item(s), or by e-mailing info@surreysensors.com.
    2. SSL will issue a Return Material Authorization (RMA) number. Once the RMA number is received, item must be returned within fourteen (14) days. SSL will provide the Customer with specific instructions on where to mail/return item(s) with the RMA number. In most cases returned items will be shipped to the SSL trading address located at Headley House, Unit 13 Parklands, Railton Road, Guildford, Surrey GU2 9JX, UK. Buyer may be asked to provide parcel tracking information. SSL is not responsible for Product damaged or lost in transport during return.
    3. Include a signed RMA in the return package stating the reason for the return and the original receipt of sale.