Idency Terms & Conditions (in brief)

Including our Delivery & Returns Policy

See here for our Full Terms and Conditions of Sale

International Orders/Delivery

We are based in the UK. Directly via our website you can currently order products for delivery to the following countries:

  • Austria
  • Belgium
  • Denmark
  • France
  • Germany
  • Ireland
  • Italy
  • Netherlands
  • Portugal
  • Spain
  • United Kingdom

Worldwide Delivery

We will deliver to countries all over the World. If you’d like to arrange delivery to a country not listed above, please contact us to place your order.


Standard Delivery

Deliveries can arrive between the hours of 8:00am and 5:00pm Monday to Friday. In the event you (or your representative) are not there to receive the goods you may need to re-arrange the delivery or collect it from the local depot.

All deliveries have to be signed for as proof of receipt unless the customer gives written authorisation (before goods are despatched) for the goods to be left without a signature – this written authorisation removes liability by the courier or Idency for the goods after delivery.

All goods leave our premises in good condition but if you are not satisfied with the goods on arrival DO NOT ACCEPT delivery. In any event, if you are not satisfied with the goods Idency will need to be informed within 7 days and the goods returned in their original condition to Idency within 14 days, otherwise you will be deemed to have accepted the goods.

Shortage, damage or incorrect deliveries should be clearly stated on the signed delivery note to be returned to Idency and Idency notified in writing within 24 hours of delivery.


No claims will be considered if product seals have been removed, have been installed, data inputted or used in any way.

Items delivered electronically are not entitled to any refund for any reason. Activated software, subscriptions and custom development work are not entitled to any refund for any reason.

See here for our Full Terms and Conditions of Sale

Returns Policy

If you have changed your mind you can return your product in its original unopened and sealed packaging within 30 days of purchase and we’ll refund you for the cost of the product (excluding the cost of delivery).

See here for our Full Terms and Conditions of Sale

Consumer Contracts regulation

Following the regulations set out for online selling we will accept products back even if you have opened the products to inspect them. You must return the products within 30 days from the day after your delivery. Each product must be in an ‘as new’ condition and returned in the original undamaged packaging along with all power leads, cables, software and accessories received with it. The product must not have been used or installed or had any data inputted. Protective covers/seals must remain in place. Fingerprint Readers must remain sealed. Software must not have been installed and CDs/DVDs must remain sealed.

Without exception no returns will be accepted after 30 days cancellation period, unless by prior agreement with Idency.

If cancellation rights have not been exercised within the 30-day cancellation period, all goods returned after 30 days will incur a 25% handling charge as well as a collection charge where applicable, unless the items are faulty in which case no charge will be made.

Collection can be arranged by Idency and will be subject to a collection charge.

Before returning goods the customer must obtain a returns number from Idency and quote this number when returning the goods.


After the statutory 30-day Distance Selling Regulation cancellation period, all refunds are at the total discretion of Idency and will be subject to the Idency Returns Policy above.

See here for our Full Terms and Conditions of Sale

Faulty Products

In the unlikely event that you receive a faulty product you may return it to us within 30-days of purchase. Please contact us by phone before you return the product so we can troubleshoot any issues prior to accepting the return. No product can be returned to us without a Returns ID (RMA). This will be provided to you following our conversation. We will test the product and on confirmation of it being faulty we will provide you with a replacement product or a full refund (including delivery). Any returned product that is found to be fully working when tested will be returned to you.

See here for our Full Terms and Conditions of Sale

Manufacturer’s Guarantee

Most products come with a 1 year manufacturers guarantee, so if your product develops a fault within the guarantee period we will try and help you get a resolution. Please note that this period will vary by product/manufacturer.

Registered office address

Idency Ltd,  The Old Hop Kiln, 1 Long Garden Walk, Farnham, Surrey, GU9 7HX

In good company: some of Idency's clients