Thank you for shopping with Security Supply Direct. We're here to ensure that your experience is perfect.
In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return:
No returned merchandise will be accepted without a Return Material Authorization (RMA). Please call our toll free number and speak with a customer representative to obtain a RMA # 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 any Return, unless deemed defective by the Manufactuter, in which case we will work with the manufacturer and you to resolve the issue ASAP.
You (the customer) 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 as well as return shipping charges.
"Opened" products and accessories can be returned within 30 days of delivery*, but will be subject to a 25% restocking fee to cover testing, and repackaging expenses. You will be responsible for both the original outbound shipping charges as well as return shipping charges. Opened returns must be in salable condition with original materials and packaging.
An order that has shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.
You must take the time to inspect the goods before you sign the delivery receipt from the carrier.
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate “Possible Freight Damage” on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.
Do not sign for damaged products. If it is evident that your product(s) are damaged: (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry.
In most cases, it’s a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number available for fastest service.