Knowledgebase : Technical Support - Rest of the World > Returns Information

Returning a product?

To ensure that Armagard receives a returned product free from damage, we urge you to follow these packing guidelines for safe transit of the item(s):

a) Where possible, return the product in its original packaging ensuring that it is secured appropriately within the box. Corners should be protected using the foam corner pieces [provided with the original packaging]. Screens should also be safeguarded using the screen covering originally supplied. The box should fit snuggly around the item and there should be minimal or no movement of the product once sealed in the container. Seal the box using industrial strength tape then bind for extra security.

b) If (a) is not possible, a suitable alternative is required, ensuring that the box is of the correct strength to accommodate the enclosed unit. The product will need to be secured tightly within the box, making sure all corners are protected and that the screen is safeguarded. Corners can be protected using polystyrene and to further protect the unit, and also the screen, heavy duty bubble wrap can be used. It’s important that the box and packing used fits snuggly around the item to restrict movement in transit.

*Please note, Armagard accepts no liability for returned products received in a damaged state, any damage caused will need to be referred to your courier.

To obtain any Technical Support with any of our products, please submit a ticket.

If throughout the Technical Support process it is deemed that you need to send any products back for repair, we will issue a Return Material Authorisation (RMA) Number, shipping instructions and packing instructions. For products returned from outside the EU please inform the carrier that the goods are to be repaired and sent back and will therefore qualify for Inward Processing Relief. Then ship the product, transportation prepaid, for inspection.

Typical Equipment repair or replacement time is five (5) business days, plus shipping times. One-way shipping is the customer’s responsibility. Armagard Ltd will return ship the equipment by the same means it was received.

Armagard Ltd will not be responsible for unauthorised returns or for returns that do not list the RMA Number on a packing list attached in plain view on the outside of the shipping container.

Armagard deals with customers on an international scale and therefore, has extensive knowledge of Inward Processing Relief (IPR). In order to help customers save money on shipping costs, in the rare instance products are returned to us for repair or replacement, we recommend finding out if your business is eligible for IPR.

To qualify for IPR, upon returning your Armagard product simply inform your shipping courier that the goods being returned are to be repaired (or replaced), then re-exported. Your shipping courier will inform UK Customs and they will keep a record.

Upon receipt of the goods Armagard will be notified that they came using IPR. Armagard will then notify UK Customs when re-exporting the goods that IPR is in place, removing the requirement to pay duties.

As an Armagard customer all that is required from you is informing your shipping courier that the goods are to be repaired and re-exported, qualifying you for Inward Processing Relief. Armagard then takes care of the rest.

What is IPR?

The IPR initiative was introduced to facilitate trade, allowing overseas organisations to return goods to the UK for the purpose of repair or replacement, free from import/export costs.

The exemption from import/exports costs is authorised on the condition that goods being returned to the UK are sent back for repair or replacement within six (6) months of receiving them.

A further benefit of IPR is exemption from paying VAT (Value Added Tax).

How does IPR benefit businesses?

It reduces the cost of importing and exporting goods in need of repair or replacement. The fact is, any goods simply arriving into Britain incur import duty fees and VAT costs, this is a legal requirement.

However, if goods sent back to the UK are returned for the purpose of repair or replacement, then subsequently re-exported, businesses could be eligible for import duty and VAT exemption as a result of the IPR initiative.

IPR benefits importer and exporter equally. For instance, the importer is able to keep their prices competitive whilst passing on their cost savings to customers who will ultimately re-export the goods. This serves to improve business relations and promote fairness.

Exporters are also a beneficiary of the IPR initiative. Should a business be the final exporter, purchasing goods that originate from outside the European Community (EC) from another party based in Britain/the EC, they can receive the relief and pass it onto the exporter.

The aim of the IPR initiative is to benefit businesses by increasing European Community competitiveness in world trade.

Types of Inward Processing (IP)

There are two categories of Inward Processing and IPR can be provided in the form of suspension or drawback.

IP Suspension – UK customs duties are suspended when returned goods are first entered into the IP system. Suspension is considered the most suitable method for traders re-exporting all imported goods after processing.

IP Drawback – IP drawback means that a business pays the initial customs duties, and other costs, when the imported goods are first entered into the IP system. It is then possible to claim back duty expenses when exporting them after processing. Drawback is considered most suitable for traders intending to export goods.

Qualifying for IPR

To claim exemption from import/export fees and VAT using the IPR initiative you will require authorisation from UK customs.


Understanding Authorisations

There are five types of Inward Processing authorisation:

#1 – Simplified authorisation – allows companies to enter goods into IP without making a prior application for authorisation.

#2 – Local authorisation – for use by companies that use the IP system on a regular basis.

#3 – Specific authorisation – for use by companies that need to show why they are unable to use goods produced in the EU rather than importing from outside.

#4 – Single community authorisation – for use by companies if IP goods are to be processed in more than one member state of the EU.

#5 – Integrated authorisation – covers authorisation for IP and other customs procedures with economic impact.

For a more detailed explanation of Inward Processing authorisation and IPR relief, Armagard recommends visiting