Refund And Returns Policy

To determine if product is faulty, please read the following refunds and returns policy before contacting Technical Support in the first instance, who may be able to troubleshoot the issue.  DO NOT ship the product back to Smart R Distribution before contacting us and obtaining authorisation to return the product. You can do this by completing the returns form below.

If Technical Support cannot troubleshoot the fault you will be provided with an RMA number (Return Material Authorisation) to return the product for further investigation.

If you require to send back products that were ordered in error these may be subject to a 20% restocking fee and will still require authorisation to be returned.

How to ship

Customers are required to pay for the cost of the faulty product.  We suggest the use of a service that provides tracking information. Smart R Distribution are not responsible for packages lost in transit to the Smart R Distribution office.

Any returned product that is received without the RMA number or RMA Form will be subject to a delay in testing and processing.

Replacement Product

Smart R Distribution do not process a replacement product order without a valid purchase order number.  Shipping will be charged on all replacement orders.

Investigation and first line fault testing

It will be determined if the product is in or out of warranty from the customer providing an original purchase order number for the product in question.  For more information regarding manufactures warranties please refer the individual manufactures.

A product whose warranty period has expired or which has been damaged or misused may be determined out of warranty and will not receive a credit.

If product that has been determined in warranty and faulty a credit note will be arranged.

Any products in warranty, however after testing a fault cannot be determined, may incur a 20% restocking fee – this is at the discretion of Smart R Distribution management.

Any questions please contact us;

01440 704 387


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. Best Value Security do not process a replacement product order without a valid purchase order number.  Shipping with be charged on all replacement orders.

Shipping returns

To return your product, you should mail your product to: 

Smart R Distribution
13 Moonhall Business Park
Helions Bumpstead Road
Haverhill, Suffolk,

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

We recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us for any questions related to our refunds and returns policy.

Returns Form

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