Warranty Statement & Returns Procedure

All Bioaccess products are covered by a warranty for a defined period (see Product Warranty Table below), 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. Virdi, Western Digital, Seagate, Farpointe Data Incorporated etc.

The warranty guarantees that products are free from defects in workmanship and materials, but not against normal “fair wear and tear”, willful 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 non- volatile memory cards is not covered under this

warranty and Bioaccess Sales Ltd bears no liability for loss of data held on these or similar data storage devices.

Bioaccess Sales Ltd accepts no liability for expenses that may be incurred for the de-installation or re- installation of their products. This includes travel, labour and equipment/plant hire costs.

Before returning any unit that appears not be functioning correctly please contact our technical support department to ascertain if the issue can be resolved without the need of a return.

Products can only be returned to Bioaccess Sales Ltd by first obtaining a Return Material Authorisation (RMA) number. This applies equally to product returns, credit returns and replacements. Bioaccess Sales Ltd 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 our RMA database will be returned to sender at the sender’s expense.

To obtain a RMA number simply telephone our Customer Services Department and request 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 Bioaccess Sales Ltd and the Returns Number must be clearly stated on the packaging and accompanying paperwork.

Goods under warranty will be repaired, replaced or credited 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 at the original invoice value if under 12months old or proportionate to the age of the product at the discretion of Bioaccess Sales Ltd.

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 Customer Services Department need to be contacted to issue a new RMA number.

When returning goods please address them to: – Bioaccess Sales Ltd, Customer Services Department, Unit A8 Caxton Business Centre, Caxton Point, Caxton Way, Stevenage, Hertfordshire, SG1 2XU

All returned products 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.

A replacement is a new or like-new product and carries a full warranty, as per the relevant product category in the Product Warranty table. Replacements can only be arranged for products purchased within 30 days from date of invoice.

An RMA number must be obtained from our Returns Department – they will need the original invoice number or purchase order number and a full description of the fault in order to issue the RMA.

A Purchase Order must be raised to cover the cost of the goods concerned plus any applicable carriage costs. Bioaccess Sales Ltd will raise an invoice for the replacements and carriage with the customer RMA number quoted on the invoice. Bioaccess Sales Ltd will ship out replacements within the mainland United Kingdom on a next business day service.

Upon receipt of the failing products, it will be fully tested and inspected, and if found to be faulty and in warranty Bioaccess Sales Ltd will raise a credit note against the original invoice. If the product is found to be non-defective it will be returned to the customer and all related invoices will remain outstanding.

It is vitally important that any returned product is suitably packaged, and it is the responsibility of the sender to ensure that products are correctly protected. Packaging must provide sufficient mechanical protection for the contents, with all parts packed securely inside. Electrostatic protection should be used on exposed electronic components e.g., PCB Cameras.

A replacement is a new or like-new product and carries a full warranty, as per the relevant product category in the Product Warranty table. Replacements can only be arranged for products purchased within 30 days from date of invoice.

An RMA number must be obtained from our Returns Department – they will need the original invoice number or purchase order number and a full description of the fault in order to issue the RMA.

A Purchase Order must be raised to cover the cost of the goods concerned plus any applicable carriage costs. Bioaccess Sales Ltd will raise an invoice for the replacements and carriage with the customer RMA number quoted on the invoice. Bioaccess Sales Ltd will ship out replacements within the mainland United Kingdom on a next business day service.

Upon receipt of the failing products, it will be fully tested and inspected, and if found to be faulty and in warranty Bioaccess Sales Ltd will raise a credit note against the original invoice. If the product is found to be non-defective it will be returned to the customer and all related invoices will remain outstanding.

It is vitally important that any returned product is suitably packaged, and it is the responsibility of the sender to ensure that products are correctly protected. Packaging must provide sufficient mechanical protection for the contents, with all parts packed securely inside. Electrostatic protection should be used on exposed electronic components e.g., PCB Cameras.