Introduction
1.1 At RDM, we are committed to provide high-quality goods & services that meet the needs of all UK & EMEA customers. However, we understand that there may be situations where a repair, replacement or a return is required.
1.2 This Returns Policy sets out the terms and procedures for repairs, returns, and replacements.
It explains the circumstances under which customers may request a repair, return, or replacement for a purchased item, the applicable timeframes for submitting such requests, the required condition of products upon return, and the available refund or exchange options.
Definition
2.1 Customer Returns (CR):
The Customer Returns (CR) process applies to parts that have been confirmed as eligible for repair, replacement, or return where an issue cannot be resolved remotely and the unit is under warranty.
Upon receipt, the returned part will be inspected to assess its condition, determine whether repair is possible, and confirm whether the part can be refurbished or reused. This process ensures that faulty or non-functional components are managed efficiently while minimising disruption to operations.
A CR reference number will be issued in the following circumstances:
- The product is covered under warranty
- A part has been ordered in error or shipped incorrectly
- An advanced replacement part is required
- A return for technical investigation has been authorised
Full terms and conditions relating to advanced replacements, including eligibility criteria, approval requirements, timeframes, and return obligations are detailed within this policy.
2.2 Evaluation (EVAL)
The Evaluation (EVAL) process applies to all other cases not covered under the Customer Returns (CR) process, including units that are out of warranty.
Under the EVAL process, returned parts or units are assessed to determine the nature of the fault, repair feasibility, and associated costs. Following evaluation, a repair quotation or recommended next steps will be provided for customer approval before any further action is taken. This process ensures transparency of costs and enables informed decision-making for non-warranty or exceptional return scenarios.
2.3 Advance Replacement
An advance replacement refers to a replacement part/product that is shipped to the customer before the faulty part has been received back by the RDM. This replacement is issued against the CR reference number (CRXXXX) provided by RDM. Once the faulty part is returned and investigated, the Customer Returns department will provide an investigation report along with the advised next steps to be taken.
Scope
This Returns Policy applies to all UK & EMEA customers, who have purchased goods from RDM through approved channels.
3.1 Third-Party Manufactured Goods
In cases where the Goods are not manufactured by RDM, RDM’s liability shall be strictly limited to the liability actually borne by the manufacturer or supplier of such goods to RDM. Under no circumstances shall RDM assume responsibility beyond that of the original manufacturer or supplier.
Third-party parts may include, but are not limited to:
- Batteries
- Network switches
- 4G/5G modems
- USB devices
- Other IT equipment
3.2 Product Lifespan and Warranty
The warranty period of goods sold by RDM can be found in the customer guides on the RDM webpage. They can also be confirmed by the sales admin team via email [sales@resourcedm.com]. Any repair or replacement covered by warranty can only be claimed within this period specified for the product. Returns will not be covered under warranty if the damage is caused by improper installation, electrical surges, lightning strikes, liquid exposure, physical breakage, misuse, fire incident, or any other factors beyond the direct control of RDM.
3.3 Packaging and Transport of Returns
Customers are responsible for using appropriate packaging and transport methods when returning items. RDM has no responsibility for items damaged in transit. Where, possible we advise that the original packaging is used.
Payment Terms
4.1 Invoices and Late Fees
All invoices, regardless of any return request or credit due, remain payable within 30 days from the invoice date. RDM reserves the right to charge a late fee of 8% per month on overdue payments. Further information is available upon request. More Information can be found here.
Eligibility and the Goods
5.1 Products may be eligible for return under the following circumstances
- Damaged or Defective Products: Items with manufacturing or material defects caused by the supplier (‘RDM’ here)
- Incorrect Supply: Items delivered that do not match the confirmed order specifications.
- Discretionary Returns: Items no longer required or ordered in excess; considered at RDM’s discretion. Such returns require prior authorisation, and will have an additional handling fees, and must be unused, in original packaging, and in resalable condition.
5.2 General Returns Conditions
RDM will generally accept product returns; however, any items that appear to have been used, installed, or altered will undergo further investigation before a final decision is communicated. The following items are NOT eligible for return or investigation unless explicitly authorised in writing by RDM:
- Products ordered in error that have been used, installed, or altered in any way
- Products returned without prior approval or without a valid CR reference number
- Products returned outside the agreed return period
- Custom-made, configured-to-order, or specially manufactured products
5.2.1 Return Shipping
The customer must return the goods to RDM at their own cost. If RDM arranges for the return, the cost of shipping, along with any applicable handling charges, will be deducted from the refund of the purchase price.
5.2.2 Right of Refusal
RDM reserves the right to refuse acceptance of any return if the above conditions are not fully met by the Customer.
Note: All returns to RDM are subject to evaluation by RDM engineers before a decision is communicated.
5.3. Your right to return
In the event that goods sold to Customers who are “RDM Customers” are found to be defective within the warranty period from the date of delivery, the customer shall be entitled to return the goods to RDM and get a repair, replacement, or a refund, provided that the following conditions are met:
5.3.1 Notification of Defect
The customer must inform RDM of the defect by contacting the Technical Support as soon as reasonably possible after becoming aware of the defect.
5.3.2 Return of Goods
The Customer must, at their own expense, return the Goods to RDM within the given timeframe, including all accessories and parts originally sold with the defective item. However, in cases of urgency, the Customer may request an advance replacement.
5.3.3 Inspection and Validation
RDM must be given the opportunity to inspect and/or test the returned Goods to validate the defect. Following inspection:
5.3.3.1 Defective Goods:
If the Goods are confirmed to be defective, RDM will arrange for the repair or replacement of the product. The customer has 14 days from notification to respond. If the customer fails to respond within stated timeframe, RDM reserves the right to dispose of the Goods without issuing any credit, (where applicable).
5.3.3.2 Non-Defective Goods:
If the returned Goods are found not defective, a handling fee will apply. Customers will be notified and asked how they wish the Goods to be returned. The customer has 14 days from notification to respond. If the customer fails to respond within stated timeframe, RDM reserves the right to dispose of the Goods without issuing any credit, (where applicable).
5.4 Exclusions – What Does Not Constitute a Defect
The following are not considered defects under the warranty:
- Faults resulting from normal wear and tear
- Damage caused by negligence, misuse, or incorrect usage of the Goods
- Damage from electrical surges or corrosion from sea air
- Damage due to failure to properly care for the Goods
- Damage resulting from unauthorised alterations to the Goods
Returns Procedure
If the goods are damaged, or missing any parts or accessories at the time of delivery or collection, the customer must notify RDM within 28 days from such delivery or collection. Once RDM has inspected the Goods and validated the claim, RDM will advise the customer which of the following actions will apply to the claim:
- Repair or replace the Goods as soon as possible (where repair or replacement is feasible), or
- Credit the customer’s account with the purchase price of the goods, or issue a refund (given the unit is in warranty) as agreed. Please note that refunds will only be processed within the timelines set by our terms and in line with current statutory rights.
RDM strives to make returns simple and transparent. Please follow the steps below:
6.1 Validate the Issue
- Contact our Technical Support team to report the issue:
RDM Office Email Address Phone Number
RDM UK support@resourcedm.com
+44 (0) 141 810 2828 (Option 2) - If the issue cannot be resolved remotely, our team shall provide you with a Customer
return reference number as per the terms & conditions.
Please note, once a CR has been raised and confirmed, no additional items can be added to that request. Any further items requiring return must be submitted through a new CR. The issuance of a CR number does not constitute confirmation of a defect or fault in the product but serves solely to facilitate further investigation by RDM where the issue cannot be resolved remotely.
For items accidentally ordered or shipped, or for surplus parts received as new or unopened, please provide complete details (including invoice number) to Technical Support when requesting a returns reference number. For items returned due to being ordered in error or shipped in error, all products must be returned in the same condition as received.
6.2 Return Authorisation
When returning the goods, clearly label the given customer returns (CR) reference number. This reference number starting CRXXXX/EVALXXXX with your shipment on the outer transport packaging of your shipment. A covering letter should be included within the packaging confirming the return number given. Please ensure that you do not to write anything on the box.
Return Timeframes:
UK & Mainland: 28 Working days
International: 45 Working days
Please Note: The reference numbers are valid only for the period specified in the table, commencing from the date the return reference number is issued; returns submitted after this period may incur an administrative fee to reopen the CR request, and all queried or faulty goods must be returned to RDM within the designated timeframe.
Please ensure that all components are included, the return number starting CRXXXX/EVALXXXX is clearly visible, and items are securely packaged. RDM products must be returned as complete units/kits for credit to be issued. If any item(s) are missing, the entire returned shipment will not be evaluated further, and shall be returned back to your site.
If returning multiple boxes, please ensure the CR number is clearly marked on each box additional references required to identify the goods.
6.3 Shipping the Part
Send the parts to our Customer Returns Department. Please see the address book below for complete address
Please return the goods to RDM addressed to, The Customer Returns Department, followed by CRXXXX (where “XXXX” is the number issued by RDM Technical Support), clearly mentioned on the return label. Full address below:
The Customer Returns Department
CRXXXX
Resource Data Management Limited
80 Johnstone Avenue
Hillington Industrial Estate
Glasgow
United Kingdom
G52 4NZ
6.4. Inspection & Evaluation
Upon arrival of the returned parts, our engineers will investigate the reported issue using the reference number provided. Please note: only items returned with the correct reference number, as advised earlier, will be inspected and validated.
After the investigation, the customer returns department shall contact you with an investigation report and instructions on how to proceed.
6.5. Returns Outcome & Next Steps
Once the inspection is complete and the investigation report has been shared with you, you will have 14 working days to decide how to proceed. If no response is received within this timeframe, RDM reserves the right to responsibly dispose of the part and apply the applicable fee.
6.6. Closure
Once completed, our Customer Returns Team will confirm the resolution with you and close the return record. Upon closure of a return request, the customer has the right to escalate the issue if they are dissatisfied with the resolution. This can be done via email to creditcontrol@resourcedm.com. The final decision will be made at the discretion of RDM or its authorised representative.
International Returns & Customs Clearance
To make your return process smooth and duty-free, please follow these customs clearance requirements when sending items back to us:
7.1 Return Documentation
- All returns must include a commercial/proforma invoice clearly marked: “Warranty Replacement / Return – No Commercial Value – Not for Resale.”
- The invoice should also list the HS code, country of origin, weight, and (if available) the original invoice number.
- If multiple boxes are returned, please include a packing list.
- Include any relevant supporting documents (e.g., the original airway bill/tracking number).
7.2 Booking the Return Shipment
- Returns should be booked with a transport & distribution company.
- When shipping, please select Return / Warranty Replacement as the shipment purpose.
- Record and keep your tracking number for reference.
7.3 Customs Pre-Alert (Required)
- To ensure your return clears customs without duty or delay, the transport & distributors requires a pre-alert email on the day of booking.
- This will be managed by our Sales admin team (sales@esourcedm.com), but you must provide all required documents (invoice, packing list, and any supporting paperwork).
- Without this step, customs may apply duties or delay clearance.
7.4 Customs Clearance
Once the pre-alert has been submitted, your return will be processed under the Returned Goods Relief procedure, meaning no duty or tax will be charged. A copy of the official customs entry (SAD document) will be retained for records.
7.5 Checklist for Customers
- Clearly label return invoice as Warranty Replacement – No Commercial Value.
- Include all required documents (invoice, packing list, supporting paperwork).
- Ensure the shipment is booked with the transport & distributors and tracking number is provided.
- Return shipments must be prepared correctly to qualify for duty exemption.
Please note: If the required procedures are not properly followed and any duties or taxes are incurred, resulting in charges to RDM, we reserve the right to recover such duties and taxes from the customer or the address from which the shipment originated.
Appendix
A.1 Incorrect Goods Delivered and Returns of Mistaken or Unused Orders
A1.1 Responsibility of the Customer:
The Customer is responsible for ensuring that the Goods ordered are appropriate for their intended use and/or purpose.
A.1.2 Notification of Incorrect Goods:
If incorrect Goods are delivered (i.e., Goods that were not ordered by the Customer), the Customer must immediately notify RDM via email or the contact details provided. The Customer must not remove the Goods from their packaging or use them in any way.
A.1.3 Returns of Mistaken or Unused Orders:
Unused Goods that were ordered in error or are no longer required must be returned within the time periods specified by RDM, starting from the date a CR number is issued.
A handling fee of 15% per item (minimum £25) will apply to all returns. If the item value is less than £25, no credit will be issued.
A.1.4 Limitation of Liability:
Under no circumstances shall RDM be held liable for any damages of any nature arising from late or delayed deliveries of the Goods ordered by the Customer. Such returns should be returned back to RDM within the given timeframe from date of delivery/collection:
UK & Mainland: 45 Working Days
International: 65 Working Days
A.2. Goods Damaged on Delivery
If Goods are damaged or missing any parts or accessories at the time of delivery or collection, the Customer must notify RDM as soon as possible via email or the contact details provided. Once RDM has inspected the Goods and validated the claim, RDM will advise the customer which of the following actions will apply to the claim:
- Repair or replace the Goods as soon as possible (where repair or replacement is feasible), or
- Credit the customer’s account with the purchase price of the goods, or issue a refund as agreed. Please note that refunds will only be processed within the timelines set by our terms and in line with current statutory rights.
A.3 Covered Under Warranty
Once the part is received within the specified timeframe and the investigation is complete, RDM’s Customer Returns Department will share the findings with the Customer.
Return Timeframes:
UK & Mainland: 28 Working Days
International: 45 Working Days
Please Note: The reference numbers are valid only for the period specified in the table, commencing from the date the return reference number is issued.
Based on these findings, the Customer Returns Department will advise on the best course of action:
- If the part can be repaired, they will provide an estimated date for its return.
- If the part is beyond repair, the customer returns department will issue a replacement unit.
- Customers have the option to request that a faulty part be repaired and returned, in addition to receiving an advance replacement, incurring the repairment cost for that part. This aligns with RDM’s Repair, Replace, and Refund (RDM) policy, supporting efficient resource use and sustainability in the management of product components.
A.3.1 Advance Replacements
Customers requiring an advance replacement must contact the Sales Department via email after liaising with Technical Support. A new purchase order (PO) referencing the corresponding CR number must be provided to the Sales Department.
Failure to provide the required PO may result in the closure of the credit request, with no replacement or credit issued. The Customer is responsible for the cost of the advance replacement and carriage at this stage.
If a credit is approved based on the inspection findings, RDM will notify the Customer at the end of the month regarding the credit.
The failed item must be returned to RDM within 28 working days; otherwise, the replacement part will be charged at full price.
Out-of-Warranty Items
In cases where the Goods are not covered under warranty or are out of warranty, RDM Technical Support will provide the Customer with a reference number starting with EVALXXXX for tracking and processing purposes. Once the part is received within the specified timeframe and the investigation is complete, RDM’s Customer Returns Department will provide the Customer with a detailed report. Following the report, the Customer may choose from the following options:
Repair, Replace or Return – Repairs may be carried out if feasible; fees apply. If the Customer requests a replacement, a purchase order (PO) will be required. The new PO or any applied fees will be treated as a separate invoice on account. Repairs from paid evaluations will only commence once written confirmation is received and approved. Customers will be informed of the repair or replacement costs before any work is undertaken.
- Dispose Responsibly – Parts may be recycled upon written confirmation from the Customer. If no response is received within the defined timeframe, RDM reserves the right to dispose the goods responsibly. Fees will apply.
- Return Unrepaired – Parts can be returned to the Customer as-is, with applicable fees.
Out-of-Warranty Items:
- Goods that are out of warranty will only be accepted using the EVAL procedure.
- Any product returned not covered by warranty is subject to an investigation fee (By default).
The cost of repair or replacement will be communicated upon completion of the investigation.
Items found to be faulty or damaged beyond reasonable or economic repair will be reported to the Customer, and RDM will take no further action with the part.
Note: Fees will apply for repair, evaluation, disposal, or recycling services.
Please note: Goods returned with no fault found will be sent back to the customer and a charge of £25 plus carriage will be levied.
Get in Touch
Contact one of our worldwide Technical Sales or Support teams.