Terms and Conditions
We aim to answer your main questions regarding how we trade with you in this FAQ
section. If you have a question which is not covered, click here to
contact us
My product appears to have already been opened/used
All Visitor Management products are sold as new unless they're bought from our
'b-grade' list. Unfortunately, a small minority of devious users buy a product,
use it, very carefully repack it and then claim it was ordered in error. Such
an item would in common with all retailers, be returned to stock. We do check
everything, but occasionally one slips through the net.
If you receive a product from us which you believe fits this description, then
of course we'll replace or refund it at our expense, without any quibble or
argument. The only thing we do ask is that you please inform us as soon as
possible after receipt of the goods.
The above does not apply to Bar Code Scanners, as each Scanner has to be
pre-configured to work with VMPro2 and therefore we have to open the box to do
this.
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Why do you insist on items being returned before you send a new one?
There are two reasons that we ask for a product that's been incorrectly shipped
by Visitor Management to be returned before we can send out a new one...
The first is a security issue. We deal with thousands of members of the public,
often for the first time. New customers, unknown to us, may not have been
credit-checked. We aren't able to send out a second item without a charge,
because unfortunately some unscrupulous people may try to exploit this to
obtain two items and then terminate all contact with Visitor Management.
Advance replacement without further charge is equivalent to supplying normal
sales on a 'pay later' basis. Also on the subject of security, we do receive
many returns which are not complete, i.e. packaging, cabling etc. is missing.
If you desperately need an advance replacement, i.e. you need the goods now, and
want to sort the original item 'later' then you can do this by paying a second
time on your credit/debit card. The refund will then be made when the first
item is received by Visitor Management. Please note that if you've received the
wrong item and believe it to be our error then we may have to physically check
stock to avoid further problems being encountered.
The second reason for our process is that many of the products returned by
customers are not actually faulty, but simply incompatible with the customer's
equipment. About half of all of our returns fall into this category. Now
although we don't worry about the issue of non-faulty returns, in such
circumstances, sending out an identical replacement would be waste of time and
money.
We're sorry if you find this process inconvenient, but as an online retailer
it's the only feasible/secure way of conducting business with regards to
returns and replacements
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I want a replacement, why do you insist my product must be repaired?
Visitor Management policy on faulty products is to refund the customer within in
the first 28 days from when they bought from us (under the Distance Selling
Regulation). After the 28 days have passed, we suggest repair of the faulty
product. We'll only replace a product if repair is impossible. This decision is
made at our discretion. This would include for example, situations such as; the
manufacturer/supplier no longer being in business, non-availibility of spare
parts, severe thermal damage to the product, or when the product is not
practical (e.g. CPU) or economic (e.g. a cable) to repair.
If you've a faulty product and need it repaired, then we suggest that you deal
with the manufacturer directly. This is because we do not operate an in-house
repair service, so we too would have to send the product back to the
manufacturer for repair. Therefore if you send it yourself it's likely to cut
down the turnaround time involved. Please link to and read the other
pages/articles listed below for more information about faulty product, repairs
and manufacturer warranties.
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What happens if a product arrives damaged, incorrect or incomplete?
If this happens to you, simply contact our customer service team for an 'rma -
returns merchandise authorisation' or returns number, explaining the problem.
We'll collect the product(s) in question and refund or replace, as you desire.
Our policy is that if anything is wrong with any products you receive,
immediately on delivery, we'll always cancel the sale and refund it, if that's
what you want of course. Note that the refund will only be actioned once the
products are back in Visitor Management's possession.
Please ensure that if there is visible damage to the packaging that you sign the
delivery note accordingly. It's always better to sign as received as
'damaged/opened' with a brief explanation rather than writing 'unchecked'.
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Packaging items for return to Visitor Management
Before items can be returned:
Before you can send an item back to Visitor Management as a return, you'll
firstly need to obtain a returns authorisation number which can be requested
using our online returns system.
Once authorised, your returns number will be emailed to you along with
instructions on arranging a convenient collection..
Packing items for return: This depends on the number of items
you wish to return. As a general rule, please try and repack the items as they
were sent to you.
If several items were originally sent in one box and you are returning all or
most of the items, then consider using the same (or a similar) single box.
Please ensure the items are packed securely and will not move inside the box.
If you are only returning one of several items, please try to pack it within an
outer box that will:
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Not make the content of the box obvious (for security reasons).
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Provide sufficient protection for the item during transit.
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If the item you wish to return was delivered in its own box (i.e. the
manufacturer's printed carton), then returning it in this box is fine. Please
do not put any other items in the manufacturer's box.
Visitor Management regrets responsibility cannot be accepted for the loss or
damage of returned items that have been insecurely packed by the sender.
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What's your policy regarding Software Returns?
Unwanted software cannot be returned to Visitor Management for a refund unless
it's unopened and in its original packaging.
We have to follow this policy because the return of opened software could lead
to a possible breach of the Copyright, Designs and Patent Act (CDPA) 1988.
If you've bought software and the media is physically faulty, then normally this
is swapped directly with the manufacturer or publisher. Please use the contact
information within your user manual to arrange this.
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How do I arrange cancellation and return of my goods under the Distance Selling
Regulation?
The
Consumer Protection (Distance Selling) Regulations 2000 (SI 2334/2000) introduces
a 'cooling off' period, i.e. a right for you to cancel your order. Note that
this is nothing to do with the Sale of Goods Act, which deals with 'faulty'
products. If your purchase is faulty, we'll deal with this under our normal
returns procedure.
If you've received goods and have simply changed your mind about purchasing
them, you may return the goods to us for full credit, without a re-stocking
fee, subject to the following conditions:
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The item(s) is in stock condition i.e. as it was when it was delivered to you.
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You inform us of your desire to cancel within seven working days of receipt of
the product(s).
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You can contact us via email (our preferred method of communication), fax,
telephone, or by post to tell us this.
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The goods are not made to the consumer's specification or clearly personalised
or which by reason of their nature cannot be returned or are liable to
deteriorate or expire rapidly.
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The goods are not software which is unsealed.
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You pay the return delivery charges, either via our collection system (which
can be accessed via your account options) or by using a method of your own
choosing. See below for details of these options.
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Goods are returned as soon as possible in order that your credit can be
actioned within 30 days.
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Goods are returned in a re-saleable condition and in their original packaging.
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If goods are refused by Visitor Management, because the above criteria is not
met, we'll return them to the customer and also charge the customer's credit
card for the value of the carriage.
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Please note that these regulations are applicable for private customers only.
All business/corporate customers are covered by our standard Terms and
Conditions.
PLEASE NOTE WE RESERVE THE RIGHT TO CANCEL ANY ORDER PLACED VIA OUR WEB SHOP AND
REFUND YOUR CREDIT CARD ACCORDINGLY.
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