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Return Policy

You have the right to cancel your order under the following terms and conditions:

  1. If you do not like the product for any reason, you must notify us within 7 days of item arrival about your return request. Return postage should be paid by customer.
  2. If you receive the products damaged, faulty or incomplete on arrival, you must notify us within 48 hours of item arrival about your request. Return shipment costs will be paid by Penta Security Systems.
  3. If the product developed a fault within defined warranty period, you must contact us immediately and complete the following steps:

To exercise your right of cancellation, please complete the following steps:


Contact Penta Security Systems office within allocated time limits by, post, email (returns@pentasecuritysystems.co.uk),via Contact form (Please type the word return in the subject) before the end of the given deadlines confirmed above, giving details of the goods ordered and (where appropriate) their delivery.

Once we have authorised the return, please download the return form from here, fill it, print it off and send it back to us with returning products****RETURN FORM ***
The goods must be returned to the address shown at the bottom of this page or Contact us Page of the website.


Important information


Please also note:

  • It is the customer’s duty to assure we receive the returned item. Items need to be returned by post or in person. We suggest using recorded delivery but it is entirely up to customers to take or reduce the risk of lost or miss delivering the item while returning it.
  • When you return the goods to supplier in accordance with the Contract, the consumer must take reasonable care to ensure that supplier receives the goods and that the goods are not damaged in transit. If the consumer does not exercise reasonable care and the goods are damaged, supplier may have a claim against them for breach of this statutory duty.
  • We encourage the customer to return the item ASAP after notifying us to speed up the process of Repair/Refund/or Replace. Once you have notified the Supplier that you are cancelling the contract within specified period of time, the Supplier will refund you within 30 days for sum that has been paid by you or debited from your credit card for the goods at the time of purchase.
  • If you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.
  • If the product develops a fault within warranty period, depending how long the product was in use, we can offer Repair, replacement or in rare cases refund (If the technical fault occurs within the first months of purchase)
  • We need to receive the item, assess the fault and contact customer back with optional offers
  • In any above cases, if customer makes a false claim or make mistake about a fault in the product, customer is responsible to pay for shipping fees and may get charged for an admin fee too.

Damaged or Faulty items

  • If the goods supplied to you are damaged or faulty or any item missing/incomplete on arrival, you must notify the Supplier within the given time above of item arrival, by post, email (returns@pentasecuritysystems.co.uk) or Contact Form (Please type the word return on the subject), Explaining the damages and giving details of the goods ordered and (where appropriate) their delivery. Notification by phone is not sufficient. We shall, after receiving notification within given time, either collect the goods from you or ask you to return the goods yourself and possibly refund you the reasonable postage costs. We do however require the receipt of postage fee paid by you.
  • We will arrange for replacement of the item as soon as we receive the damaged item through the post and reserve the right for customer to cancel the contract within 7 days after receiving the replacement as described on this page.
  • If you do not return the goods as required, the Supplier may charge you a sum not exceeding the direct costs of recovering the goods.
  • In all above cases: All returned items MUST be in its original box, and in a resalable condition, and original Invoice must be provided.
  • Any Physical damage by customer to the product would void the warranty and Penta Security Systems WILL NOT accept any return request for damaged goods.
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