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Sales & customer services > Customer services > FAQs

FAQs

Contact Numbers:

What are the telephone numbers for Norbain Customer Service?

Returns:

Q. What are the yellow and blue returns labels for that are contained within every delivery note?
Do I have to pay carriage on returned goods?
How do I return goods I have purchased?
I’ve had an item for six months and never used it. I now find I need an alternative unit. Can I have a replacement?
I’ve had an item for six months but never used it – can I return it and my account credited?
What is the address for returned products?

Warranty and Repairs:

Do you have inspection fee for chargeable repairs?
The unit I bought last week has been installed for 3 days and has never worked. Can I have a replacement?
What is the turnaround time for a repair?
What warranty applies on a Norbain graded product?
What warranty applies to your products?
Do all Vista products carry a 5 year warranty?
What does a 5-year Vista warranty include?

Contact Numbers:
	What are the telephone numbers for Norbain Customer Service?
	South: Norbain Security (0118 944 0123) Midlands: CCD Norbain (01925 247200) North: SEE Norbain (01253 894488)
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Returns:
	Q. What are the yellow and blue returns labels for that are contained within every delivery note?
	These are to make returning goods easier for you. Should you wish to return an item under our 21 Day No Quibble Guarantee policy please fill out the yellow label and stick it on the outside of the package ready for us to collect. For any other form of return please use the blue label.
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	Do I have to pay carriage on returned goods?
	No, we will arrange collection at a time and place to suit you.
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	How do I return goods I have purchased?
	Call the customer service team in any of the following branches who will issue you with a returns number and arrange a courier to collect your goods: South: Norbain Security (0118 944 0123) Midlands: CCD Norbain (01925 247200) North: SEE Norbain (01253 894488)
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	I’ve had an item for six months and never used it. I now find I need an alternative unit. Can I have a replacement?
	We normally only replace items that become faulty within one month of issue. However we can, at our discretion, replace items that are current catalogue units if they have never been opened. Call the customer service team to discuss your options.
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	I’ve had an item for six months but never used it – can I return it and my account credited?
	Our 21 day policy allows you to return any unused and unwanted item. You must however telephone the customer services team to obtain a returns number within this period to ensure that your credit is guaranteed. Outside of this time limit, we will accept goods back at our discretion.
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	What is the address for returned products?
	The address is below. Remember to call customer services first to obtain a returns number; we will then arrange collection for you. Premier Service Facility Unit 251 Dawson Place Walton Summit Industrial Estate Bamber Bridge Preston PR5 8AL
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Warranty and Repairs:
	Do you have inspection fee for chargeable repairs?
	Yes. Currently our minimum charge starts from £60 and we will require a purchase order number from you against which to charge this fee when we issue you a returns number.
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	The unit I bought last week has been installed for 3 days and has never worked. Can I have a replacement?
	Yes, as long as we have stock and the unit is not a consumable or a non returnable one eg. software. Where possible, it is our policy to replace any item that becomes faulty within one month of the invoice date.
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	What is the turnaround time for a repair?
	It depends on the type of unit you are returning and whether or not it needs to be returned to the original manufacturer. If we can repair it in-house we will do so. Our average turnaround time is 10 working days from receipt of goods.
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	What warranty applies on a Norbain graded product?
	12 months from invoice date.
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	What warranty applies to your products?
	Different manufacturers have different warranty periods for different product ranges. The customer services team can advise you what warranty period applies to your particular item.
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	Do all Vista products carry a 5 year warranty?
	No, there are exceptions. Also, the 5 year warranty covers the UK only. Different warranty periods apply elsewhere. Please call the customer services team for advice on specific products. Full details can be found at www.vista-cctv.com.
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	What does a 5-year Vista warranty include?
	Full replacement of Vista products that become faulty within one month of purchase. Free of charge repair of items returned to Norbain that become faulty thereafter up to 5 years from original invoice date. Please note however, that the Vista warranty is 3 years for Europe and 12 months for the rest of the world. Full details can be found at www.vista-cctv.com.
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