Ordering
Orders may only be processed by fax or e-mail. E-mail orders should be addressed to sales@genieaccess.com.
Quotation
A quotation given by Genie to a customer shall be valid for a period specified at the time of issue, thereafter its terms lapse.
Payment
The customer shall be liable to pay for goods ordered within 30 days of the date of the invoice. Any goods sold by Genie to the customer shall not pass to the customer unless and until the customer has paid all Monies due and owing to Genie at the date of the sale.
Cancellation
An order accepted by Genie shall not be cancelled by the customer without written consent on Genie. Where cancellation is so accepted by Genie the customer shall pay to Genie all costs incurred by Genie in performing the Contract up to the date of Genie’s acceptance of such cancellation.
Delivery
The goods shall unless delivered by Genie’s own transport or by a carrier on behalf of Genie be deemed to have been delivered and the risk therein to have passed to the customer upon their transfer to the carrier by the customer or (in the case of delivery “ex works”) upon Genie notifying the purchaser that the goods are available for collection.
Small deviations or variations from particulars of goods shall not give rise to any claims.
In any case where Genie is responsible for the carriage of goods Genie shall be under no liability for the failure of the goods to arrive at their intended destination or for any loss or damage to the goods in transit unless the customer notifies Genie in writing of such failure or such loss or damage to the goods in transit within four days of receipt of notification from Genie that the goods are being dispatched and risk will pass to the customer on delivery of goods to their intended destination.
Product can only be returned to Genie Access by first obtaining a Return Material Authorisation (RMA) number. This applies equally to product returns, credit returns and advance replacements.
To obtain a RMA number simply telephone our Returns Department and ask for a Returns Number. They will ask for either the original invoice number or the purchase order number under which the goods were originally supplied, the products serial number and request a full description of the fault.
Returns will only be accepted from the customer who originally purchased the goods from Genie Access and the Returns Number must be clearly stated on the packaging and accompanying paperwork.
Goods under warranty will be repaired, replaced or refunded in that order. Credit Notes will only be issued if the goods cannot be repaired or replaced. The value of the Credit Note will be as the original invoice value.
Products must be returned with freight prepaid within 30 days of obtaining a RMA number. Failure to do so will invalidate the RMA number and the Returns Department need to be contacted to issue a new RMA number.
When returning goods please address them to:-
Genie Access Returns Department,
Unit 3 Gunnels Wood Park, Gunnels Wood, Stevenage, Hertfordshire,SG1 2BH
Genie Access will reject unauthorised product returns or freight charges relating to product returns. Items received which have no valid RMA number or are not listed on the RMA will be returned to sender at the senders expense.
All returned product will be evaluated by our Technical Department to assess the warranty status and the product operability. Customers will be informed on the outcome of the evaluation process.
Products Ordered in Error
Products ordered in error, or unwanted, can be returned to Genie Access within 7 days of their invoice date, but the following conditions apply:
- A re-stocking charge of 20% will be applied, but the returned item must be unused, returned complete with all the original packaging and documentation, unmarked and in a saleable condition.
- Goods “ordered in error” purchased in excess of the above 7 day limitation shown above may also be returned at the discretion of Genie Access. If approved we will apply a re-stocking charge of 25% subject to the same conditions listed above.
Product Downloads
Warranty Repair
Genie Access will repair or replace any product that fails within the terms of the limited warranty in effect at the time of purchase. The warranty commences from the date of invoice and varies according to the product category.
For all warranty repairs Genie Access will provide, free of charge, all necessary labour and materials. The repaired product will be returned carriage paid to the sender.
Non-Warranty Repair
If products are returned and found to be “out of warranty” Genie Access will provide, upon request, the customer with an estimate of the repair cost. If the customer agrees to the cost of repair Genie Access will require an authorised Purchase Order from the customer to cover the repair.
Warranty Statement
All Genie Access products are covered by a warranty for a defined period, valid from the date of invoice. Where the product is not part of the “Genie” brand structure we will adhere to the warranty issued by the manufacturer e.g. Microlatch, Virdi etc.
The warranty guarantees that products are free from defects in workmanship and materials, but not against normal “fair wear and tear”, wilful or accidental damage, abnormal working conditions, incorrect installation, damage caused by electrical sags/surges, lightning strikes or other acts of nature.
Data stored on HDD’s (Hard Disk Drives) and nonvolatile memory cards is not covered under this warranty and Genie Access bears no liability for loss of data held on these or similar data storage devices.
Genie Access accepts no liability for expenses that may be incurred for the de-installation or reinstallation of their products. This includes travel, labour and equipment/plant hire costs.
Warranty Repair
Genie Access will repair or replace any product that fails within the terms of the limited warranty in effect at the time of purchase. The warranty commences from the date of invoice and varies according to the product category.
For all warranty repairs Genie Access will provide, free of charge, all necessary labour and materials. The repaired product will be returned carriage paid to the sender.
Non-Warranty Repair
If products are returned and found to be “out of warranty” Genie Access will provide, upon request, the customer with an estimate of the repair cost. If the customer agrees to the cost of repair Genie Access will require an authorised Purchase Order from the customer to cover the repair.
Refunds
Genie Access only issue product refunds if we are unable to repair or replace faulty items. This only applies to products still within their warranty period.
Returns Downloads
To download our Returns Forms:
The full range of Genie’s CCTV and Access Control products are available from our national network of approved security and electrical distributors. If you are a bona fide distributor in the UK or Ireland and would like to become an authorised Genie distributor, please email sales@genieaccess.com for an account application pack. Export enquiries should be directed to export@genieaccess.com.
