ADVANCED REPLACEMENTS  – WHAT TO DO?

1) Contact our Technical Department to discuss the fault first

a) Online – https://www.dvs.co.uk/request-tech-call-back/
b) email – technical@dvs.co.uk or
c) phone – 02920 455512 to discuss the fault.

Many issues are resolved remotely by our team within minutes and save our customers lots of time. Advance replacements are only supplied after DVS technical has performed an initial product review and issued a technical case reference number if identified as potentially faulty. Please note that this does not guarantee that the product is faulty as this can only be determined once tested by DVS.

All non-returnable products, any specialist items purchased at a customer’s request, customised items, non-stocked items are exempt from the advance replacement offer and will have to go through the standard warranty repair service, or reordered and replaced on arrival of goods.

2) Obtain your Returns Number

If the issue cannot be resolved, complete the returns information under the support section on the website or click the Return button below to apply for a Returns Number (all returns must be accompanied by a valid Returns number or they cannot be processed):

Your Returns Number will be emailed to you usual within 24hrs.
Returns Numbers are only valid for 14 days from the returns number requested date.

3) Return the product to DVS

Return of the product(s) using the following address:

Returns Department, DVS LTD Unit 3, Neptune Point, Vanguard Way, Cardiff, CF24 5PG, United Kingdom

All products returned must be accompanied by the returns form and a valid Returns Number. The returns form must be securely affixed to the top of the box the goods are being returned in.

All returned items must be packed carefully to avoid damage during transit and supplied with all original leads, connectors, manuals and accessories. If possible, please use the original packaging. Any items received damaged in transit or in an unsatisfactory condition will not be covered under warranty. DVS Ltd will not be liable for any loss or damage incurred during transit. Any goods received without a returns form attached may not be processed and items returned to sender at your cost.

4) After the goods are received at DVS

We aim to process returns within 5 working days of receipt of goods at DVS.

The Returns Number does not guarantee that you will receive a warranty service repair, replacement, or that a credit will be approved.

After the faulty equipment has been tested, we will at our discretion, repair or replace with the same, or a product with equivalent specifications, or fully/part refund the value of the product.

If the product is outside the warranty period, is returned damaged, has no fault found or falls outside of the warranty terms, a repair or replacement may be supplied for an agreed charge. If we do not get a response, your goods may be returned to you subject to a delivery charge.

To request an advance replacement, you will have to place an order for the replacement product and follow the procedure explained previously to return the faulty item. You will be invoiced for the advanced replacement.

Advanced replacement products must be in the correct (item specific) packaging with all leads, connectors, manuals and accessories. If you no longer have these, we suggest you send returned products back using the packaging and contents from the advanced replacement (if a like for like replacement).

5) How to get your replacement product?

If a product qualifies for an advance replacement, the advance replacement and any associated delivery costs will be invoiced to your credit account, or where the customer does not have a credit account, payment in advance will be required.

After the returned product has been tested by DVS, either of the following will apply:

1) Fault found – a credit note will be raised against the invoice for the advanced replacement and any associated delivery costs and the customer will be refunded;
or
2) No fault found – the product will be returned to the customer, at the expense of the customer. No credit will be raised for the invoiced advance replacement and its associated delivery costs.

All products being returned to DVS must be returned within 14 days of the advance replacement requested date. Any products returned after this time will be subject to our standard warranty repair and returned to the customer. In these circumstances, no credit note will be issued for the advance replacement.

The DVS advance replacement service is available to the original DVS customer only.