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Trade Login

We have a team dedicated to sorting out any problems you may have and as such our returns policy is regarded as the best within the Industry.

We all try really hard to make sure all of our customers receive the products they order, promptly and in the best of condition. We are proud to be renowned for our excellent service, however, we are all human and although very rare, mistakes can happen.

Delivery and handling by our overnight carriers isn't under our control - late deliveries or mistreatment therefore possibly can happen.

You might even have ordered the wrong item by mistake and not realise until you have received it but wish to return it.

Who to contact

Your local Branch will be happy to help. We don't worry about RMA numbers but must know what the fault/problem is.

Incorrect or damaged items

In the event you are one of our very few customers who receives an item incorrectly or damaged we will resolve the problem immediately where possible and usually the very next day.

Should you need to return a product simply because you have changed your mind, it must be unopened, in perfect condition, include all accessories and please note could be subject to a 15% handling/re-stocking charge.

'Dead on Arrival' (DOA)

If upon installation an item is found to be faulty we will replace it (limited to 28 days from the date of purchase from us). We can arrange for a chargeable advance replacement, which will be credited when the faulty product is returned. Items must be returned immediately and credits will not be raised if there is no actual fault found or the product has been mistreated or incorrectly installed.

Please include a short note explaining the problem and measures you have taken to check the item is actually faulty.

Make sure the software is up-to-date.

Many problems can be cured once the current software version has been downloaded and installed. We find many STB's returned are in fact fixed by a simple download. Information details current software updates can be found on the Technical Tips and News page.

All products we supply are covered by a minimum of a year's warranty (excluding NiCad batteries). Some manufacturers offer an extended warranty and we will arrange the repair or replacement of covered products on your behalf subject to the manufacturers returns policy.

Certain products under warranty can be collected and repaired/replaced by the manufacturer direct so please always check with the returns department before taking any action.

If you arrange to return anything it will remain your responsibility until we have physically received it. Proof of postage cannot be regarded as proof of delivery. We therefore suggest you use recorded delivery, registered post or a carrier company to return any items. You should also take out adequate insurance for expensive goods to their full value in case of loss or even damage whilst in the postal service.

N.B. The Alltrade returns policy cannot apply to any specially ordered items and you must contact us before attempting to return incorrectly ordered goods or committing to your customer over our 'DOA' Policy for any products especially ordered for you.