Customer Support

We 30 years experience, LILIN are committed to providing customers with the latest technology and perfect customer service, based on our philosophy of  'Creativity, Progress & Excellence'.

Established in Taiwan in 1980, LILIN products are sold and supported worldwide. The UK operation was established in 1998 to service and support UK security installers, system integrators and IT specialists.
 

Opening an Account

When you open an account with LILIN, you will gain rapid access to a range of services all designed to provide you with as much help and support as possible.

To set up a credit account you will need to complete an application form which you can either download or request.

You will be notified when your application form has been received and when your account has been registered. A letter will be sent in the post confirming your account number and credit limit available.We will usually approve a credit limit within 48 hours. If you need any help completing this form, or if you have any questions, please contact us on the following:

Telephone: 0870 120 5550
Email: uk@meritlilin.com

Account payment can be made by credit card (Visa, MasterCard, Maestro), cleared cheque, bankers draft, BACS, CHAPS and priority payment. Our terms and conditions can be downloaded here.

Other forms that may be of use:

Account Application Form

Product Return Form

Advance Replacement Form

Terms and Conditions

Delivery Information
All orders placed before 4.30pm will be despatched the same day for next day delivery, subject to stock availability.

Orders over the value of £500 (net invoice value) will be delivered free of charge to mainland UK using our standard service. Premium delivery services or shipments over 20Kg may incur additional charges.

UK delivery charges are based on the total gross weight of each shipment, excessively heavy items such as large quantities of cable may attract supplementary charges over our standard rates.
- Next Day Delivery to 20Kgs: £12.95
- Before 9.00am up to 20Kgs: £36.95
- Before 10.30am up to 20Kgs: £28.95
- Before 12.00pm up to 20Kgs: £19.95
- Saturday Deliveries: Please call
*All prices are subject to change

For delivery times and charges outside the UK (including Northern Ireland and the Channel Isles), please contact the sales office on 0870 120 5550 for a fixed price quote.

Product Tracking
For your convenience and peace of mind, you can track your LILIN delivery directly from our warehouse to your door. We are now able to provide you with a one hour delivery slot.

To track your order you must first obtain your unique customer reference number from Customer Services on 0870 120 5550. Alternatively, if you have supplied your email address we can send you regualr updates.

All LILIN products are covered by a 3 year warranty, reflecting the confidence we have in the quality of our equipment.

 
Warranty Information
LILIN warranties operates on a return to base principle; it is the responsibility of the customer to return any faulty item to our repair centre. In order to do this you must first obtain a Returns Authorisation Form from our customer service team, they will issue you with a Returns Number which you must use when you ship the item to us. Failure to obtain the correct authorisation will result in the item being returned to you.

We will repair or replace the faulty product as quickly as possible and return the item to you at our cost. If no fault is found we will contact you to report this and request authorisation to return the product to you, in this instance you will be liable for the delivery charges. In the unlikely event of an out of box failure please contact our sales team and ask about our advance replacement policy, any product 28 days older than the invoice date will not be covered by the advance replacement facility.

The maximum period of the warranty is three years from date of invoice, exceptions and exclusions include, but are not limited to; VCR heads, monitor tubes, LCD panels, hard drives and Infra Red bulbs and consumables. A full copy of the warranty conditions are available on request.

If you have any questions please call us on 0870 120 5550.