Texecom New Returns Policy

To streamline this process, they kindly request that you communicate the following steps to engineers / sales team:

1. Installers are required to contact the dedicated Texecom Customer Support Returns telephone line at 01706 595485 (Monday – Friday, 9am to 5pm) if they believe they have a warranty claim.
2. Installers must provide the following key information:
3. • Product/Part Number
4. • Serial Number (located on a white label of the product)
5. • Company Name
6. • Detailed Fault Summary (please provide as much detail as possible)
7. Their returns engineer will assess the reported issue. If it is determined to be a setup or installation-related matter, you will be transferred to a technical support engineer for further assistance.
8. In the case of a confirmed fault, an RMA (Return Merchandise Authorisation) will be provided.
9. The faulty product, along with the issued RMA, must be returned to Medway Security Wholesale Ltd as the distributor within 30 days of receiving the RMA.
10. We are then responsible for forwarding the faulty product and RMA number back to Texecom within 30 days of receipt.
11. Upon receipt and verification of the product and RMA, a credit will be raised accordingly.

This new process aims to ensure prompt and accurate handling of product return requests, enabling us to promptly investigate reported faults and provide our customers with a simplified returns procedure.

Should you have any queries or require further clarification regarding this update, please do not hesitate to contact sales@texe.com

Thank you for your cooperation and continued partnership.

It is imperative that you follow this process from the 2nd April 2024 as we are unable to take back and return goods without the appropriate RMA number, leading to delays in processing returns on your behalf.