Returns Policy

About this policy

This policy sets out how returns work for goods supplied by CCTV Line, and when a refund is due. Read it together with our Terms & Conditions.

Two sets of rules apply, depending on who is buying. Trade and business customers are covered by the trade sections. Private individuals buying for personal use are consumers: the statutory rights below are theirs, and this policy and our Terms leave them fully intact.

Private buyers: cancelling an order

A private buyer ordering from us at a distance can cancel within 14 days, no reason needed. Count from the day after you, or a person you nominate, take delivery; on a split consignment, count from the day after the last part lands.

You can also cancel an order before it has been delivered.

Private buyers: how to cancel

Before your 14 days run out, send us a clear cancellation notice: email [email protected], or post it to 305 Holbrook Lane, Coventry, CV6 4DG. Quote the order number and we can action it faster; leave it off and the cancellation still stands.

Model cancellation form below (optional):

• To CCTV Line LTD, 305 Holbrook Lane, Coventry, CV6 4DG, [email protected]:
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Name of consumer:
• Address of consumer:
• Signature of consumer (only if this form is notified on paper):
• Date:

Private buyers: returning goods

Goods go back to us within 14 days of your cancellation notice. Return carriage is on you, except where the item is defective, arrived damaged or does not match its description; on those, carriage is ours.

Check the goods over as you could at a shop counter. If handling goes further than needed to establish their nature, characteristics and functioning, the refund can be cut by the value lost.

Private buyers: refunds

Refunds are paid no later than 14 days after the goods land back with us, or after you send proof of despatch if that comes sooner. They go to the original card or account, free of charge.

Refund amount: goods price plus standard delivery. Where a faster or dearer service than standard was chosen, only the standard charge comes back.

No restocking fee for private buyers cancelling under the 14-day right.

Private buyers: items that cannot be cancelled

Excluded from cancellation under the Regulations:

• Made-to-spec or clearly personalised items: cable cut to your length, or systems we configured or pre-programmed to order.
• Items supplied sealed that are unsuitable for return on health or hygiene grounds, once unsealed.
• Sealed software, audio and video recordings, once the seal is broken.
• Anything inseparably mixed with other goods after delivery.

Private buyers: faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods have to be of satisfactory quality, fit for purpose and as described. These rights sit alongside the 14-day cancellation window, separate from it.

Fault found within 30 days of delivery: reject the item and take a full refund. From day 31: repair or replacement on request; if neither works or can be done, you are due a refund or price reduction. Rejection within six months of delivery: refund in full. Past six months, a deduction may be made to reflect use. A fault showing in the first six months is presumed present on delivery unless we prove the contrary; after six months, the burden of proof may pass to you.

Faulty, damaged or misdescribed goods come back at our cost: email [email protected] and we will book a collection or refund your reasonable postage.

Trade returns

No statutory cancellation right applies to trade and business purchases made at a distance. Trade returns are taken back at our discretion, as follows.

No RMA, no return: the RMA number comes from [email protected] and must be issued before anything ships. Unannounced returns with no RMA number may be refused.

Authorised returns are due back within 14 days of delivery: unused, undamaged, complete with all accessories and boxed in the original packaging. No restocking charge on trade returns.

• Non-returnable: special orders, bespoke kit and cable cut to length.
• Non-returnable: software and licences once supplied; cloud services once activated.
• Carriage on returns is charged to the customer, except on faulty goods or where the error is ours.

Trade: faulty goods and warranty

Faulty trade goods are covered by the warranty on that product, which we run for you as your supplier. To get an RMA raised, email [email protected] quoting the order number and the fault.

Fault confirmed within warranty: we repair, replace or credit, as we decide, and carriage both ways is on us.

Damage in transit and short deliveries

Check every consignment on arrival. Damage, short delivery or wrong items: report them as soon as is reasonable, inside 48 hours of receipt where possible, so the carrier claim goes in while there is still evidence to show.

Trade buyers: a claim for transit damage is conditional on notice inside 48 hours of receipt. Private buyers: the 48 hours is only a request, and reporting later leaves your statutory rights intact.

Sending goods back

To return: email [email protected] listing the items and quoting the order number. We confirm the returns address and, for trade, issue the RMA number.

Pack to arrive undamaged and keep proof of postage. Goods are at your risk until they reach us, and a tracked service is advised on anything of value.

Returns contact

CCTV Line LTD

305 Holbrook Lane, Coventry, CV6 4DG

Email: [email protected]

Phone: 024 7710 1088

Not happy with how a return was handled? Tell us and we will review it. Court action, or an alternative dispute resolution (ADR) provider, may also be open to private buyers; this policy does not change that.