Refund policy
Control Freq Ltd sells to business customers only. If you're a consumer, please buy through a ControlFreq Trade partner. Contact us and we'll point you to one. This policy covers hardware returns and repairs under warranty. Because we sell only to businesses, the consumer 14-day cancellation right doesn't apply.
Before you return anything
- Call our support line on 020 3478 0786 first so we can look at the problem with you. You can also email support@controlfreq.co.uk.
- Once support has agreed the return, we will send you the returns form link.
- Return the goods with the RMA number provided.
- We will ackowledge receipt and provide and ETA to investigate.
Returns sent without an RMA number will be delayed.
Send returns to: Control Freq Ltd (Returns) 1 Shelley Road, Worthing, West Sussex, BN11 1TP, United Kingdom
Returns for credit or refund
We accept goods for credit only if they're in their original boxes, complete with instructions and fixings, undamaged and in a condition we can resell. We don't accept special, engraved or customised panels, or anything that isn't standard stock.
Inspection and restocking fees depend on how long you've had the item:
| Returned within | Fee |
|---|---|
| 30 days | Free (shipping not refunded) |
| 60 days | 20% |
| 90 days | 30% |
We can't accept items older than 90 days for credit or refund. We may charge a minimum handling fee depending on the circumstances of the return. Time is counted from the date of delivery.
Faulty goods and warranty
Most products come with a 3-year warranty. These items have a 12-month limited warranty instead: relays, remote controls and receivers, voice recorders for alarm diallers, power supplies and USB SIM card readers.
Warranty is return to base. It doesn't cover misuse, vandalism, natural causes, incorrect installation, or damage caused by powering a kit from an unknown power source. It doesn't cover labour, travel or other costs you or your installer incur.
Repairs need an RMA form describing the fault, your full name and address, and proof of purchase. We charge for repairs outside warranty, for damage through misuse, and when no fault is found. The minimum testing fee is £35 + VAT unless the item is under warranty. Return shipping costs £11 + VAT.
Advance replacements are only for trade account holders, at our discretion. Send the original item back within 7 days of the replacement being issued. If it doesn't arrive in that time, the invoice for the replacement becomes due and no credit note is issued.
Loss or damage in transit
Report any loss to the carrier and to us within 3 working days of the delivery date, and make a claim within 7 working days.
Subscriptions
We sell hardware only through this store. WebAlarm and EvolveSIM are available on request: call 020 3478 0784 or email hello@controlfreq.co.uk
WebAlarm cloud monitoring is £5 per unit per month for the first year, then £7.50 per unit per month unless cancelled with 30 days' notice. Setup for your device is included.
EvolveSIM is £120 + VAT per year, paid by direct debit. It usually ships the same day and activates automatically once the direct debit is confirmed.
Questions
Sales: 020 3478 0784 · hello@controlfreq.co.uk
Accounts: 020 3478 0785 · accounts@controlfreq.co.uk
Support: 020 3478 0786 · support@controlfreq.co.uk