Returns & Repairs Policy

  1. Warranty Information

    1.1 The standard warranty of products sold by Oprema Ltd is as follows unless specified in writing:
    As per manufacturer’s warranty
    1.2 The warranty covers the failure of equipment due to design / manufacturing faults. It does not cover any defect arising from mishandling, incorrect installation or any improper use of the product. Any damage, modifying of cables or opening of sealed units will invalidate any warranty.

  2. Returned Goods Procedure

    2.1 All goods and products being returned must be accompanied by a Returns Material Authorisation (RMA) number before they are processed following the procedure as outlined below.
    2.2 Stage 1 – If goods are deemed faulty contact our Technical Department on 02920 536544 to discuss the fault and if they are unable to rectify it, either over the telephone or remotely, they will confirm that the product is to be returned for further testing.
    **Please note that certain manufacturers may deal with your return directly**
    2.3 Stage 2 - Subject to the above, the Returns Department will then issue you with an RMA number and at this stage will ask you to provide the following information:
    Part number & quantity of the product(s) to be returned
    Serial number(s)
    Invoice number relating to the return
    2.4 Stage 3 - Our Returns Department will then email you a copy of the return RMA and you must ensure that this form is returned with the products(s
    2.5 Please note that RMA numbers are only valid for 14 days. RMA numbers older than 14 days will be refused unless they have been revalidated by contacting the Returns Department prior to being shipped to Oprema.

  3. Returning the goods/ product

    3.1 After obtaining an RMA number and completion of the returns form, it’s the customer’s responsibility to get the product(s) and form returned to:
    Returns Department
    Oprema Ltd
    Unit 11 & 12 Eastgate Business Park
    Wentloog Avenue
    CF3 2EY
    Please email any returns correspondence or requests to:
    3.2 All items being returned must be packaged carefully to avoid any damage during transit and include all original leads, connectors, manuals, and accessories. If possible, please use the original product packaging. Any items received that have been damaged in transit or in an unsatisfactory condition will void the warranty. Oprema will not be liable for any loss or damage incurred during transit.
    All goods returned must be accompanied by the returns form and a valid RMA number. The returns form must be securely fixed to the top of the box that the items are being returned in. Any goods supplied without a returns form attached will not be processed.
    3.3 Please note that not adhering with any of the above could result in handling charges.
    3.4 Carriage collection for return of goods is only covered upon prior agreement and does not cover collection or shipping outside of the UK. 

  4. Processing the returned item

    4.1 The RMA number does not guarantee that you will receive warranty repair, replacement, or that credit will be approved.
    4.2 After a faulty product has been tested, Oprema reserve the right to repair or replace with the same (or a product with equivalent specifications) or issue a full/part value credit note.
    4.3 If the product is outside of the warranty period or is returned damaged, then a repair or replacement can be arranged for an agreed cost to the customer if this is possible.
    4.4 If the product is returned in an unsatisfactory condition, it may be subject to a handling charge of 20% and/or be deemed to invalidate the terms of the warranty.
    4.5 Any item returned as faulty and found to have no defect will be subject to an inspection and handling charge of not less than £35, and potentially higher dependent on the product/manufacturer. All carriage costs are to be borne by the customer.
    4.6 Expected turnaround for repairs is between 7-28 days. This is dependent on manufacturers repair policy and spares availability etc. which are beyond Oprema’s control.

  5. Advance replacements

    5.1 An advanced replacement can be requested for possible faulty products. We will invoice you for the replacement item(s) and if the returned item(s) are found to be faulty, then we will issue you with a credit note. If the goods are tested and found to be non-defective, then they will be returned to you and will be subject to the handling charge mentioned above and no credit will be issued.

  6. 28 day Return for Credit policy

    6.1 For items covered under the 28 day return for credit policy you can contact returns on 02920 641509 or for the RMA form Please note that due to warranty dates and software changes we are unable to accept any items back for straight credit over 28 days from date of invoice. Any items returned for credit must be core stock, in brand new condition, in original packaging with no marks or writing on the box and all security seals must be untouched. Anything that does not meet these conditions will not be accepted back for credit, and handling and carriage charges may be applied. No credits for carriage shall be given if the customer decides an item is not required.
    6.2 Straight Credits will be processed within 14 days from the date we receive the items.

  7. Special Order and Customised Products

    7.1 If special items are purchased as identified on the order conformation provided, we will adhere to the warranty and returns process issued by the manufacturer and their terms and conditions. Oprema must be informed if replacements are being purchased for special items as this can affect the outcome of the return if this is not done.
    Special items are non-returnable as standard and can only be returned at the discretion of Oprema based on the terms and conditions of the relevant manufacturers involved and their acceptance of the return of goods.
    7.2 Customised items / modified items are exempt from the advance replacement offer.

  8. Chargeable Repairs

    8.1 Any items which are out of manufactures warranty or were not originally purchased from Oprema will be subject to carriage and handling charges. If we send an item back to get a quote for repair and the customer deems the repair costs to be greater than the value of the product, the customer will still be charged carriage and handling charges. If you would like a rough estimate before sending a chargeable repair, please ask our Tech Support team when you request the RMA number. Where an item is sent back for a chargeable repair, Oprema will require a purchase order number at point of return to cover any costs.

  9. Clearance Items

    9.1 You have a 14-day period to return non-required items and will be credited the original purchase price.
    9.2 *12-month warranty on all clearance products. Faulty goods will be credited at original purchase price.

Dahua Product Returns

All Dahua Products unless specified are covered by a 3-year, Advanced Replacement Warranty to the original purchaser of the equipment.

3 year warranty
3 year Advance replacement
Dahua Cameras, Dahua Recorders, Dahua Thermal cameras, Dahua PTZ, , Dahua Encoders and Decoders, Dahua Switches, Dahua Audio Pickup, Hard Drives.

2-year warranty
2-year Advance replacement
Dahua Access control, Dahua Door entry, Dahua Monitors.

1-year warranty
Test monitors, Test Meters,

The 3-year warranty starts from your original purchase date.
Products considered faulty within 30 days of receipt will be replaced with a New or Equivalent item.
Products considered faulty AFTER 30 days will be replaced with a New, Equivalent or Manufacturer Refurbished item.
Advance replacement process explained
This service provides a replacement product before the faulty goods are received by Oprema. Providing the unit has not been deliberately damaged or misused, wherever possible the replacement unit will be an identical model to the original. If this isn’t possible due to the model being superseded, then an equivalent will be provided. We will endeavour to match the exact feature set of the original model purchased, but due to continuing advancement this may not be possible and is not guaranteed.
Warranty on advance replacement units continues from the original purchase date-no additional warranty will apply
Advanced replacement items are invoiced to your account, upon receipt of your returned item Oprema shall test the product(s) to confirm the fault. Once the fault is confirmed a credit note will be issued to your account.
Any products returned which are found not to be faulty will be shipped back to you and a credit note WILL NOT be issued and an NFF charge will be applied
The warranty guarantees against defects in parts or workmanship but DOES NOT cover the following:

  • Incorrect installation
  • Damage by mishandling
  • In transit damage back to Oprema
  • Unauthorised modification
  • Operation or storage outside of environmental specification
  • High voltage spikes such as lightning strikes
  • Software functions not included in the original product
  • Water ingress/damage as a result of flooding
Oprema LtdUnit 11 & 12 Eastgate Business Park, Wentloog AvenueCF3 2EY CardiffCompany Reg No. 07142421