Returns, Warranty and Refunds
If you would like to return an item for any reason, you must contact us first and have it logged. You'll be given a return reference number and instruction on how to package and what to include in the box.
We DO NOT Accept returns of any used items unless specified faulty - You are required to understand the product and ensure it's fit for purpose in your scenario before purchase. We have a expert sales team to help you with this to ensure the product you are buying are the right fit for the intended purpose.
MISSING ITEMS
Orders should be checked and missing items must be reported to us within 48 Hours of delivery with photos. If you think you are missing an item or any additional accessories then this has to be reported to us within 48 Hours of delivery, failing to do so may risk you not receiving the assumed missing product or accessory.
ORDER CANCELLATION
The Buyer may cancel other orders at any time before they are dispatched by emailing us on info@cctvexpress.co.uk or calling us.
If cancelled after dispatched it'll be processed as an unwanted item return and a restocking charge will apply.
If your cancellation request is successful, your refund will be processed in 2-3 working days. You’ll get a email confirming this.
Notice of charges: Any refunds processed will be net of the card / payment processing fees charged by the payment processor applicable to the method of payment used and will be no less than 2.5% of the total transaction value.
The deduction reflects irrecoverable third-party processing costs incurred at the point of payment, which cannot be reclaimed by us.
RE-STOCKING FEE
If you changed your mind or Goods that have been ‘over ordered’ or are no longer required will be accepted back for a minimum of 20% restock fee if returned within 14 days of the invoice date. Goods must be in an unused state, original condition and unopened / sealed box.
PROCESSING RETURNED ITEM
After the faulty equipment has been tested, we will at our discretion, repair or replace with the same, or a product with equivalent specifications, or fully/part refund the value of the product. If the product is outside the warranty period or is returned damaged, a repair or replacement can be supplied for an agreed charge.
If the product is returned in an unsatisfactory condition it may be subject to a handling charge of 20% and/or be deemed to invalidate the terms of the warranty. Any item returned to us and found to have no defect will be subject to an inspection and handling charge of £25 and will be returned to the customer.
DELIVERY COSTS
Buyer is responsible for return postage in all scenarios. Any return delivery costs paid by the buyer will NOT be reimbursed. For warranty claims, If the item is faulty we will provide a prepaid label within first 30 days. After that the buyer will be responsible for associated delivery costs.
PACKAGING & TRANSIT
For warranty claims, all returned items must be packed carefully to avoid damage during transit and supplied with all original leads, connectors, manuals and accessories. If possible please use the original packaging. Any items received damaged in transit or in an unsatisfactory condition will not be covered under warranty. Please note thatCCTV Express UK will not be liable for any loss or damage incurred during transit. All products returned must be accompanied by the returns reference number.
Over ordered items or change of mind items must be sent back sealed in the original packaging. Items damaged, unsealed or without original packaging may not be accepted back and may be subject to re-stocking fee inline with our policy.
NO RETURNS
Special order and customized products are non-returnable. At our discretion, in exceptional circumstances, we may allow a return of such items subject to a restocking charge of 20%.
