Returns

Returns procedures for faulty, unwanted & special order items

Need to get something back to us? We are happy to process any returns that meet our terms. Our procedures vary depending on whether the item is unwanted, faulty, special order but each one requires a return request before we are able to process the return.

See the full details for all types of returns at the bottom of this page.

Submit a return request

Click the profile icon in the store's navigation, and then request a return.

1. Log in to your account:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Submit request.

SHIP IT BACK TO US

MES TRADE, C2 Apollo Court, Neptune Park, Plymouth, Devon, PL4 0SJ

Once your return request has been approved, you can ship the items straight to us.

OUTCOME

Most returns resolved within 21 days

... and let us take care of the rest. Whether you need a replacement model or a credit to put towards future orders, we will work with you wherever possible to reach an outcome that works best for you. 

 30 DAY NO QUIBBLE GUARANTEE FOR UNWANTED ITEMS

If your item is unwanted, we are able to credit or replace any stock items at your discretion and the process for either will be the same. If you are unsure of the issue or are unable to get your units to work as expected, we recommend you contact our Technical team prior to creating requesting a return in case there is anything we can resolve prior to returning.


Eligible Products:

  • Any standard stock items sold by us 30 days from its invoice date.
  • (Unless Faulty) Excludes special order & project-based products, PTZ, customised and other non-returnable items.

Step 1. Raise an RMA: You will first need to raise an RMA Number which can be done using our form here: Returns Request Form.

It is important that all the required information is complete and accurate, including part number(s), quantity, serial number(s) & purchase date or invoice number of the returned item(s).

Failure to correctly complete the RMA Request Form may result in your RMA being delayed in processing or potentially being denied and asked to resubmit.


Step 2. Return the item(s): Once your RMA has been raised, you can return the product(s) to our office.

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible.

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

We are also able to arrange a next-day collection directly from your home or site via DPD. please contact returns@mestrade.co.uk to arrange this.

FAO Returns Department RMA XXXX

MES TRADE, C2 Apollo Court, Neptune Park, Plymouth, Devon, PL4 0SJ


Step 3. Outcome: Once the item(s) have been received the returns team will process the return and update you with the outcome of the RMA within 14 days.

Depending on the item(s) being returned and if we have stock of replacements, we can often give you the choice of the following outcomes:

  • Unwanted: Credit Note for product(s)
  • Fault Confirmed: Credit Note for product(s) + shipping OR replacement model(s) delivered next-day FoC

 

 

 UNWANTED ITEMS 30 DAYS+

** See the No-Quibble Gaurantee section for items unwanted within 30 days of invoice.


Eligible Products:

  • Must be pre-approved by our Returns team
  • Must be in original condition of sale 'as new'
  • Must include all leads, connectors, manuals and accessories

Step 1. Request a return: We can accomodate most returns to yourself provided you have a valid reason and the item(s) are in their original condition. If you would like to return a product that you haven't ended up using or installing after 30 days, you can contact our Returns department to do so via:

  • Email: returns@mestrade.co.uk

Please note that returned items outside of the 30 Day No-Quibble Gaurantee are subject to a 20% handling & restocking fee which will be deducted from your Credit Note. 

Permitting your return doesn't gaurantee you will receive a full credit, this is determined once we receive the return.


Step 2. Raise an RMA: If your unwanted return has been pre-approved, you will need to raise an RMA Number which can be done using our form here: Request an RMA.

It is important that all the required information is complete and accurate, including part number(s), quantity, serial number(s) & purchase date, or invoice number of the returned item(s).

Failure to correctly complete the RMA Request Form may result in your RMA being delayed in processing or potentially being denied and asked to resubmit.


Step 3. Return the item(s): Once your RMA has been raised, you can return the product(s) to our office.

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible. Any items received damaged or in an unsatisfactory condition will void the RMA and or the product warranty. 

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

MES TRADE will not be liable for any loss or damage incurred during transit

 MES TRADE, C2 Apollo Court, Neptune Park, Plymouth, Devon, PL4 0SJ


Step 4. Outcome: Once the item(s) have been received the returns team will process the return and update you with the outcome of the RMA within 14 days.

This may be one of the following:

  • Full Credit Note with restocking & handling fee up to 20%
    • For items in received in 'as-new' conditions
  • Partial Credit Note
    • For items received missing components or damage to the packaging
  • No Credit Note
    • For items too degraded to be repurposed

A credit note will be issued for the product ONLY, return carriage cost will not be included.

  

 FAULTY ITEMS 

Eligible Products:

  • All products sold by us are covered by a manufacturer's warranty. Upon raising a Return Merchandise Authorization (RMA), a replacement part will be dispatched as soon as stock permits. Along with the replacement, a product invoice and an £18.00 testing fee will be issued, pending the outcome of the RMA assessment.

    • If the RMA is rejected, the invoice amount will be due according to the stated payment terms.
    • If the RMA is accepted, the invoice will be credited accordingly.

Step 1. Report the fault: If you believe you have faulty goods, we ask that you first contact our Technical team to discuss the fault:

  • Telephone: 01752 749505
  • Email: technical@mestrade.co.uk

Most suspected faults can be rectified either over the phone or via remote dial in support and if our team are unable to rectify the issue they will advise accordingly.

If the product is to be returned, this is for further testing and is not an admission that the product is at fault.


Step 2. Raise an RMA: If you have been advised to return the unit, you will first need to raise an RMA Number which can be done using our form here: Returns Request Form.

It is important that all the required information is complete and accurate, including part number(s), quantity, serial number(s) & purchase date or invoice number of the returned item(s).

Failure to correctly complete the RMA Request Form may result in your RMA being delayed in processing or potentially being denied and asked to resubmit.


Step 3. Return the item(s): Once your RMA has been raised, you can return the product(s) to our office.

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible.

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

FAO Returns Department RMA XXXX

MES TRADE, C2 Apollo Court, Neptune Park, Plymouth, Devon, PL4 0SJ


Step 4. Outcome: Once the item(s) have been received the returns team will process the return and update you with the outcome of the RMA within 14 days.

This may be one of the following:

  • Fault Confirmed: Credit Note
  • Fault Confirmed: Manufacturer Repair
    • Turnaround times advised on a case-by-case as they can vary due to factors outside of Mast Digital UK Ltd's control
  • Fault Confirmed: Replacement 
    • Within 30 days of invoice: Replaced with new or equivalent item(s).
    • Outside 30 days of invoice: Replaced with new, equivalent or manufacturer refurbished item(s).
  • No Fault Found: Return to Sender

 

 DAHUA ADVANCED REPLACEMENTS (DARW)

Eligible Products:

  • Must be a DARW (Dahua Advanced Replacement Warranty) covered Dahua product
    • (DH- or DHI- SKU)
  • Must be reported within 1 year from invoice date
    • This timespan is extended for KIPP customers 
  • Excludes special order & project-based products, PTZ and customised items.
    • These items follow the standard manufacturer repair procedure

Step 1. Report the fault: If you believe you have faulty goods, we ask that you first contact our Technical team to discuss the fault and advanced replacement. Our team can determine whether your item(s) are eligible for advanced replacements and confirm the procedure. 

  • Telephone: 01752 749505
  • Email: technical@mestrade.co.uk

Most suspected faults can be rectified either over the phone or via remote dial in support and if our team are unable to rectify the issue they will advise accordingly.

Approving an advanced replacement and returning the goods is not an admission that the product is at fault. Once received, we will perform further testing to deem the item(s) faulty or not faulty.


Step 2. Raise an RMA: If you have been advised to return the unit and you have requested an advanced replacement, you will need to raise an RMA Number which can be done using our form here: Returns Request Form.

It is important that you include that you have requested an advanced replacement, ensure all the required information is complete and accurate, as well as part number(s), quantity, serial number(s) & purchase date, or invoice number of the returned item(s).

Failure to correctly complete the RMA Request Form may result in your RMA being delayed in processing or potentially being denied and asked to resubmit.


Step 3. Replacement Unit: Once your RMA has been approved and are eligble for an advanced replacement, our Technical team will create a Sales Order for you including replacement unit(s), carriage and a collection (if needed).

This Sales Order will be created the same day and can be dispatched for standard next-day delivery or whenever you require it.

  • If you have a credit account, the SO will be dispatched using your available limit and requires no payment.
  • If you don't have a credit account, we will require an upfront payment to dispatch the SO.

Step 4. Return the Item(s): You will then have 14 days after the date of the advanced replacement to return the faulty item(s) to ourselves which will determine the result of the RMA:

  • With a credit account:
    • Once confirmed faulty, a Credit Note for the value of the SO will be issued to your account cancelling out the SO.
    • If deemed not faulty, the value of the SO will remain on your account and will be subject to your standard credit account payment terms.
  • Without a credit account:
    • Once confirmed faulty, a Credit Note for the value of the SO will be issued to your account available to spend on subsequent orders.
    • If deemed not faulty, no Credit Note will be issued.

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible.

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

We are also able to arrange a next-day collection directly from your home or site via DPD. please contact returns@mastdigital.co.uk to arrange this.

Any faulty item(s) that have been advanced replaced must be returned to Mast Digital within 14 days of receiving the advanced replacement.

FAO Returns Department RMA XXXX

MES TRADE, C2 Apollo Court, Neptune Park, Plymouth, Devon, PL4 0SJ




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