Returns Policy
Goods ordered incorrectly, or later not required by your customer, can only be returned if Airsys authorises a return by issuing a GRFS – Please call Customer Services on 02380 718 700 for an authorisation number to return goods for warranty or to request a credit. Alternatively you can email (JavaScript must be enabled to view this email address) These authorised returns will incur a 20% of invoice value handling charge.
Upon receipt of the authorisation number, the equipment must be returned in a securely packaged container together with a copy of the GRN, stating the returns reference on the outer packaging. Where warranty or extended warranty is claimed, Proof of Purchase (in the form of a copy invoice) must accompany the equipment.
The authorisation number must be marked clearly on the outside of the packaging. It is the responsibility of the dealer to return the faulty equipment to the Airsys Returns Department and the responsibility of Airsys to return the same after repair/replacement. Any Dealers returning goods without prior consent do so entirely at their own risk.
All equipment that is returned for credit or for advanced replacement, in the case of out-of-box failures, must be returned complete, boxed and all in re-saleable condition.
Our ordering and payment terms and conditions are:
- Dealers placing orders with Airsys are accepting our terms and conditions in full.
- Orders must be submitted in writing, signed, quoting order codes and Dealer Buy Prices for each item listed on your order. Failure to do this will result in your order being returned to you for item and/or price clarification.
- Any short shipment or incorrect shipment must be notified to Airsys in writing within 48 hours of delivery to the Dealer.
- Any invoiced price query must be notified to Airsys in writing within 7 days of invoice date.
- All prices quoted on any Airsys trade price list are cleared funds before dispatch unless the Dealer has an authorised credit account in place.
- Credit terms are strictly 30 days from date of invoice and are subject to trading status. Failure to pay within terms will result in all credit facilities being withdrawn with immediate effect.
- Airsys reserves the right to impose an interest charge of 1.25% per calendar month that may be levied on all overdue accounts.
- Title to and property in each product purchased, hired or loaned by the Dealer shall only pass to the Dealer upon payment in full by the Dealer to Airsys.
- Full terms and conditions are available on request.
After-Sales Service Policy & Procedure
Our objective is to offer you a means of providing a high level of customer care during the manufacturers’ warranty period. The warranty period shall commence from the date of invoice to the dealer, for a period of twelve months. After this period has elapsed, all repairs will be subject to either a Fixed Price repair charge in the case of Motorola equipment or an estimate for repair.
If you require a copy of the Fixed Price repair tariff, which includes the FPR terms and conditions, please contact Airsys. In some cases, if a repair estimate is refused, a charge of £25.00 will be made to mitigate our costs. Extended warranty may be purchased at the time of sale on any portable or mobile radio, at a cost of £25.00 for an extra 24 months or £50.00 for an extra 48 months.
Any warranty will be invalidated if:
- The equipment has been improperly installed or used in a manner contrary to the supplied operating instructions;
- The equipment has been treated in an abusive manner; the defect is found to be caused by physical abuse, or exposure to toxic or corrosive substances; internal or external corrosion is caused by ingress of water or other liquids;
- The equipment has been tampered with, or modified in any way, including the alteration or removal of the serial number;
- Any previous repair work has been carried out by an individual or organisation other than a manufacturer approved engineer or Service Centre;
- Any part has been fitted that is not manufacturer approved.
Airsys reserves the right to make a handling/return shipping charge of £25.00 plus VAT for any unit:
- Suffering damage that invalidates any warranty claimed, where the repair charge is then refused
- That has sustained sufficient damage to be considered ‘beyond economical repair’
- Where no fault is found
- Where a unit is sent for a repair estimate and the costs are then refused
AIRSYS Warranty – OPTION BOARDS fitted by dealer
Option Boards – Motorola / Vertex
An authorised option board can be installed into a non-ATEX radio by a dealer without violating the terms of the warranty so long as the radio does not get damaged.
If however the radio does get damaged (for example by failing to follow the service manual instructions), then this will invalidate the radio warranty. The disassembly and reassembly instructions for installing option boards are contained in the basic service manuals (additionally, the portable basic service manual also describes how to re-seal the radio to IP57 Mototrbo series).
For ATEX/IECEx certified intrinsically safe radios, dealers are not permitted to install intrinsically safe radio option boards , this is carried out by Motorola (ERSC).
The MOTOTRBO service support plan states that Motorola (ERSC) must carry out all warranty repairs. Any repair carried out by a dealer to a radio still under warranty is considered ‘un-authorised’ and as such invalidates the radio warranty. One of the reasons why the ERSC need to carry out all warranty repairs is because they need to control if a device is still within the warranty period and they can’t do this if they have to ship spare parts ‘free of charge’ for external warranty repairs.
When a radio containing an option board is returned for repair under warranty, the ERSC remove the option board to test the radio (note: for portables, the option board is replaced with a standard circuit board). If the fault is still present, the radio is then repaired under warranty. Otherwise, if the ERSC identify a fault caused by the option board, the radio is returned to the dealer and the dealer then has to contact the option board supplier directly.
Option Boards – Kenwood
Kenwood view ALL option boards which are fitted into a non-ATEX radio by a dealer which are not factory fitted or are not specifically manufactured by Kenwood to invalidate the warranty.
Any third-party option board must be removed prior to returning the radio for warranty.
If, during the installation of the third-party option board any modifications, damage or component changes have been made, the warranty is specifically invalidated.
Option Boards and ATEX/IECEx – all manufacturers
ALL option boards may not installed into ATEX radio equipment by a dealer. This will invalidate both the terms of the warranty and the Intrically-Safe Certification.