Returns Policy - Terms and Conditions

*The manufacturer's warranty covers failure of equipment due to manufacturing faults and does not cover any defect arising from mishandling, incorrect installation, or improper use. Any damage, modifications or opening of sealed units will invalidate said warranty.

Mast Digital are not responsible for the acquisition of unidentified parcels, so hence any items received without prior confirmation from our team will be returned to sender. Only items returned with a valid RMA number attached can be processed

1. 30 day no-quibble guarantee- *All returns require an RMA number before return*

Mast Digital operate a 30 day no-quibble guarantee
The above refers to the notification period for the intent to return goods, from date of invoice.

Subject to approval, a credit note will be issued if goods are boxed as new and in the original condition of sale including all leads, connectors, manuals & accessories.

*Note – Carriage will not be credited on 30 day no quibble returns*

The 30 day no-quibble excludes non-returnable, special order (non-stock) and customised items.

2. The returns process

  1. If you feel your product is faulty then your first step is to call or email our technical department to discuss the issue, our tech team will attempt to resolve but should they be unable to then they will raise you an RMA number for return of the faulty item.

(Please Note - NO return will be accepted without an RMA number)

  1. A sales order will then be raised for the replacement item in which it will be billed to your credit account along with any associated shipping costs (If no credit account is available then a payment will be required). The replacement item will be sent out the same day where possible for next day delivery.
  2. Once the faulty item has been replaced then Mast will arrange a collection for the faulty item at no cost to yourself. Please ensure that the item is available to be collected on the requested date and is sufficiently packaged (Must be within 14 days of RMA submission)– (Please refrain from sticking or writing on the original product packaging as this will void your ARW). *It is the responsibility of the customer to return goods at their own cost when the purchase invoice date is over one year from RMA notification & if collection is not made on the requested date agreed by both parties*
  3. Once the faulty item has been received back to us our team will test the product, any product found “Not Faulty” may be returned and a credit note may not be issued, this is at the discretion of Mast Digital. *Customer is responsible for carriage return cost when “No fault found” – alternatively it can be shipped with your next order*
  4. Upon fault confirmation our credit team will apply a credit note against your account including the carriage costs charged at the time of replacement. Mast will keep the faulty item and you keep the new replacement!

*Important – Please Note*

The warranty will not be covered by the following

  • Incorrect Installation
  • Damage from transit when on its way back to Mast
  • Damage by mishandling
  • Any modifications made without prior approval
  • Use outside of product specification
  • Voltage spikes, Water damage (Act Of God)
  • Third party software functions (Not advised or supported by the manufacturer)


3. Unwanted items

Unwanted items outside the 30 day no-quibble period may still be returned but only with prior approval from our staff. *The item will need to be in the original “as new” condition as stated in our 30 day no-quibble guarantee and the same penalties are applicable if the product is not as new and complete.

At the discretion of Mast Digital, post 30-day unwanted items may be returned to us subject to a handling/restocking charge (Up to 20%). Please use the returns-form link and make a submission.

*Carriage will not be covered on the return of unwanted items*.


4. Special order items

Mast Digital distribute a vast range of CCTV, Audio Visual, Aerial and Networking equipment. Due to this, not every product can be stocked, some will need to be specially ordered. Any items specially requested are non-refundable from point of order and will not be covered by our 30 day no-quibble guarantee unless they are deemed faulty. These will go through the standard warranty repair procedure.


5. Notes

Please note that the RMA does not guarantee you that warranty repair, replacement or credit will be approved.

Should a product be returned outside the warranty period or the product is returned to us damaged then we will consider a repair or replacement product or a full/ part refund for the product.

Any item returned to us and is found to be in full working order may be subject to an inspection charge of £20 and will be returned to the customer.

Mast Digital will try to ensure all returns are dealt with as quickly as possible, please note that in the instance of a manufacturer repair the process can take up to 2-6 weeks depending on the nature of the repair.

Should you require an advanced replacement then please speak to a member of the technical team, this is given at the discretion of Mast Digital. The diagnosis from them is not an admission that the item is faulty, the fault can only be confirmed upon return and after testing is completed. Should it be deemed not faulty we reserve the right to return to you. Please note PTZs, project products and Vertical market products are excluded in any advanced replacement.

All advanced replacements shall be invoiced to your credit account should you have one, in the instance of no credit account an upfront payment will be required before the replacement can be sent out. Any faulty item that has been advanced replaced needs to be returned to Mast Digital within 14 days of receiving the advanced replacement. Any items returned after this period will be subject to a standard warranty repair and returned to the customer.

Returns Form

A returns form must be completed prior to returning any products. You can complete an online form here: