Thank you for shopping with Security Supply Direct. We're here to ensure your experience is perfect. In the rare event you need help with a return, the following information will guide you through the process.
Return Material Authorization (RMA)
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please call our toll-free number to speak with a customer representative and obtain your RMA number and shipping instructions. We will credit you in the same manner as your original payment within 10 days of receiving the returned item.
Custom Keying & Special Orders
Special Ordered Items and anything that has been custom keyed are NOT eligible for return unless deemed defective by the manufacturer. In such cases, we’ll coordinate directly with the manufacturer and you to resolve the issue as quickly as possible.
Unopened Merchandise
You may return any unopened products and accessories within 30 days of delivery for a full refund. You will be responsible for both the original outbound shipping charges and the return shipping costs.
Opened Merchandise
Opened products and accessories can be returned within 30 days of delivery, but will incur a 25% restocking fee to cover testing and repackaging. You will be responsible for both the original outbound and return shipping charges. Opened returns must be in salable condition with all original materials and packaging.
Electronic Items
Any opened electronic items are NOT returnable or refundable in any way.
Bluetooth Electronic Items
Any opened Bluetooth electronic items are NOT returnable or refundable in any way.
Any registered Bluetooth electronic items are NOT returnable or refundable in any way.
Cancelled Orders
Orders that have already shipped cannot be cancelled. If you refuse a shipment, it will be processed under our standard return policy, and round-trip shipping costs will be deducted from your refund.
Damaged Products
Please take the time to inspect all goods before signing the delivery receipt from the carrier.
Suspect Damage
Occasionally, the outer carton may look damaged, but the product inside is perfectly fine. If you suspect concealed damage, note “Possible Freight Damage” on the delivery receipt while the driver is present. This ensures that if you discover later that the product is damaged, the freight claim process is easier.
Obvious Damage
Do not sign for damaged products. If it’s evident that your item(s) are damaged:
- Refuse delivery immediately.
- Call us right away so we can process the appropriate claims and coordinate an exchange for you.
Defective Products
We encourage you to test your product within 15 days of receipt so we can quickly resolve any mechanical issues. If you believe your product is defective, don’t worry — most issues can be resolved quickly by phone. You may also contact the manufacturer’s technical support for faster service. Please have your model number ready when calling for assistance.
Our Commitment
Whether it’s a damaged shipment or a manufacturer defect, Security Supply Direct stands behind what we sell. Our goal is to make every resolution fast, fair, and stress-free.
For assistance, contact us at Security Supply Direct Support — we’re here to help.