Returns & RMA Policy

We hope that all our customers are happy with their purchase from the NTW Specialist Ltd website. However, in the unlikely event that you are not happy with your purchase or if you have a problem with any items received, we offer a 14 day return policy for unwanted or incorrect items.

Our returns policy conforms to the latest Consumer Contracts Regulations (formerly Distance Selling Regulations).

All products from NTW Specialist Ltd are covered by a minimum 12 month warranty from the date of delivery. If items become faulty within this warranty period and the fault is tested and confirmed by our technical team, we will offer a replacement or refund.

All customers must be issued with a valid RMA (Return Merchandise Authorisation) Number before any return is accepted. This can be obtained by contacting our Customer Service Department via emailing shop@networkspecialist.eu, calling 020 3540 3650 or logging into your account and accessing the order history page.

Any items returned not displaying a valid RMA number will be returned to the customer at their own cost.

1. For unwanted items or items ordered in error by the customer:

  1. a) The items must be in the same condition as delivered (like new) and include any inner/outer packaging, manuals, bags, ties, accessories and included parts.
  2. b) Retail packaging must be unmarked and undamaged, DO NOT write on the retail packaging, DO NOT stick labels to the retail packaging, DO NOT use adhesive tape on the retail packaging.
  3. c) Make sure you place the retail packaging inside a suitable outer box to protect it during shipment. DO NOT send items back using only the retail packaging.
  4. d) Any unwanted items received with damaged or defaced retail packaging will either be refused and returned to sender or incur additional fees and a reduced refund.

The customer is responsible for all postage costs in returning unwanted items (this includes items ordered in error by the customer).

Whilst in possession of your item(s) you are under a statutory duty to take reasonable care of them. We reserve the right to claim against you for item(s) returned that have been made unfit for resale or damaged whilst in your possession. We will either charge up to 10% of the item’s value or a flat £12 fee, whichever is greater.

2. For faulty / defective / damaged items

  1. a) Please ensure that you have provided as much information as possible regarding the fault, be as descriptive as possible. Providing very little information about the fault will significantly delay your return.
  2. b) If you require a replacement for a faulty item, please ensure that you have spoken with one of our technical team and run through some common fault finding to ensure that the item is actually faulty.

*Please note that over 75% of items returned as faulty are found to be fully functional and without fault. We want to ensure that you aren’t sending back an item that can be easily reset or updated to full working order.

  1. c) For faulty items that require testing, please reset the device, removing any passwords.
  2. d) Make sure you place your faulty item inside a suitable outer box. If you still have the retail packaging please include this in your package. DO NOT send items back using only the retail packaging.
  3. e) For items requiring a replacement, please include your return address inside the package.

3. For all returns:

  1. a) Clearly label your package with our return address along with the RMA number (given to you when you contact our customer service team).
  2. b) Send NTW Specialist Ltd the package via a recorded / tracked service to our registered address (shown in the footer of our website) within 7 days of contacting our customer service team.
  3. c) Take note of the tracking number of your returned shipment. The customer is responsible for delivery of items sent back to us.

If you have any further questions or concerns regarding our returns process that are not addressed above, please contact our customer service team by emailing shop@NTW Specialist Ltd.com, or calling 020 3540 3650.