Returns Policy & Procedure

Products will be accepted for credit only providing:

• The items are returned within 21 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 is 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

• If the items are not detailed in the Advanced Access catalogue or any additional literature printed by us
• It is not normally stocked by Advanced Access and was specially sourced at the customers request
• It is a bespoke product manufactured specifically to a customers requirements i.e. stainless steel panels
• It has been modified with a company logo, specific engraving or cut-outs etc
• Includes cards/fobs encoded to customers site details

Authorisation of Special Orders & Bespoke Items

• Customers will be advised that a product is special order and a written authorization is required in addition to normal order numbers, etc.
• If a verbal order is placed for special orders, Advanced 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 canceled prior to delivery.
• Advanced Access is not liable to accept any charges resulting from orders canceled by customers.
• Customers paying upfront for special order items 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 despatch to the customer from Advanced 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 21 day No Quibble Returns Policy

• 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 returns department and must accompany the returned item
• Advanced Access will forward the products directly to the manufacturer for repair or replacement under the manufacturers warranty term

• All items must be accompanied by a detailed fault description
• A returns number issued by our returns team and the original invoice number must accompany the goods
• Advanced Access will offer no exchanges or credits unless specified in that particular manufacturers warranty terms
• Details of manufacturers terms are available via the returns team
• Warranty periods start from the invoice date

• 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 £10 + VAT
• An order number is required to commit to any repairs and their charges
• Warranty periods start from the invoice date

Advanced Access will always endeavour 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. Advanced Access can in no way be held accountable through the actions of the third party