Product Returns Procedure

Purpose and scope

The Returns procedure is applicable solely to products supplied by SE Controls. The policy sets out SE Controls guidance with regards to the criteria for acceptance of products returned by Customers.
All Customers, SE Controls employees and associated persons must adhere to the principles set out in this policy.

Return of products

Prior to returning any product to SE Controls you must submit a Returns Request Form.

To obtain a Returns Request Form you can:

Please complete all fields within the form and email to

Upon receipt of the Returns Request Form SE Controls will review the reason for return. Customers will be advised whether SE Controls accepts or declines the request for goods to be returned.
When we have agreed for the goods to be returned you will be issued with an RMA (Returns Material Authorisation) number. Please attach a copy of the RMA. form to the package (also refer to section entitled “Packaging your shipment” )
All product must be returned to SE Controls, Unit 3, Wellington Crescent, Fradley Park, Lichfield, WS13 8RZ by prepaid freight within 60 days of the issue of the RMA. SE Controls reserves the right to cancel the RMA after the 60-day period expires.
SE Controls reserve the right to apply an administration / re-stocking fee of 25% of returned product value where the reason for return is not an accepted warranty issue or other accepted SE Controls error. Fees will be charged subject to condition of returned product, but fees will not be confirmed until returned product has been inspected and reason for return verified.
SE Controls will credit the full invoiced cost for any accepted warranty issues or other accepted SE Controls error.
Shipping costs will only be refunded for products returned for an accepted warranty issue or other accepted SE Controls error.
SE Controls cannot accept unauthorised returns without an RMA.
Any product returned to SE Controls without prior approval will be placed in a quarantine area. The sender (if known) will be contacted and advised of the situation but no further action will be taken by SE Controls Returns department. Items held in quarantine will be scrapped after a 6 monthly period unless correct RMA paperwork is provided.

Warranty Conditions

Products manufactured and sold by SE Controls are guaranteed against faults due to defective materials or workmanship 12 months from the date of delivery or completion of our installation/commissioning works whichever is the later, unless specific warranty conditions have been contractually agreed.
All defective product returned within the warranty period, will be inspected and tested upon receipt to ensure that the warranty has not been invalidated due to misuse, neglect, lack of proper maintenance or from causes beyond our control.
SE Controls will repair or replace (supply sales only) the returned product free of charge under warranty.  Products that have been repaired/replaced will have the same warranty period as the original specified product warranty period.
If a Customer requires advance replacements for returned product a new Purchase Order must be placed with SE Controls for the replacement goods.  Please contact  Goods will be invoiced at the time of despatch, including any carriage costs.
SE Controls conditions of trading are applicable to all warranty items, a copy is available on request. Specific clauses 8, 9, 10 & 11 of SE Controls terms and conditions take precedence over the requirements contained within this policy.

Warranty Exclusions

 Damages including but not withstanding:
Any defects resulting from wear and tear, improper usage, misuse, lack of proper maintenance and where the goods have been altered, adjusted or modified in any way. This policy also excludes any claim due to causes beyond our control and incompatible controls or other external devices.

Out of warranty repair service

 SE Controls will provide a Product Repair Estimate based upon the information provided by the Customer on the RMA.  A Product Repair Estimate will require acceptance by the Customer prior to the repairs being carried out. If any unforeseeable damage is identified after commencement of the repair, then the additional costs will be advised and subject to acceptance by the Customer prior to completion of the works.

Goods no longer required

 Requests for the return of unwanted or incorrectly ordered goods must be made no later than 90 days from the date of delivery. Returns must be in as sold condition i.e. unused and in original packaging.
Any such request will be subject to a specific case-by-case inspection and approval process by SE Controls.
SE Controls normally cannot accept returns of specially ordered, customised products or batteries. However please contact the Returns Department who will review such requirements on a case by case basis. Re-stocking / handling fees may be applicable if agreement to return goods is reached.

Packaging Your Shipment

 Protecting the condition of returned products by packaging and shipping them correctly is the responsibility of the Customer.
SE Controls is not liable for any damage caused by failing to meet the following packaging requirements. All parts must be packaged securely either in original packaging or suitable external packaging to protect items from incurring any transit damage.
Electronic components (e.g. Printed circuit board assemblies) must be packaged in their original electrostatic protective packaging or a suitable alternative.
SE Controls conditions of trading are applicable to this policy, a copy is available at This returns policy is in addition to and does not affect your statutory rights.