Faulty Products
We recognize that there may be instances where you need to return a product either due to a fault or changing circumstances. Should your product encounter a fault, please reach out to our dedicated technical support team as your first point of contact. They are committed to addressing and resolving any issues you may encounter. If a satisfactory resolution cannot be achieved, we kindly ask you to access the returns form provided via the link below and proceed to complete it. The completed form should then be forwarded to info@cctvline.co.uk for further processing. For details regarding CCTV Line warranty periods, please refer to the information available here. It's important to note that special order products are eligible for return only in cases of faultiness. Should you need to return a product for warranty repair or replacement, please be aware that the postage costs will be incurred by the customer. Please understand that CCTV Line cannot assume responsibility for any expenses incurred during the return process.
Refunds
If you've received items that are damaged or if products are absent from your order, kindly reach out to us promptly on the day of delivery. Our Warehouse Team meticulously monitors all dispatched items via CCTV, allowing us to investigate your shipment and address any issues. Should we have inadvertently sent you incorrect, damaged, or missing goods, we'll make every effort to promptly dispatch the missing items. However, please note that we cannot process claims for damaged products reported more than 24 hours after the goods have been signed for.
Missing or Damaged Items
The CCTV Line 14-day no-questions-asked return policy is applicable to brand new, unused products. Should a defective product develop a fault within 30 days, we will promptly replace it. Beyond 30 days, you will have the option to receive a replacement product or an alternative of equal value. If you wish to request a refund for unused goods*, you have a 14-working-day window from the date of delivery to return all items in their original packaging. Please note that you will be responsible for the associated costs. A full refund will only be issued for products returned to us in their original packaging and within the specified timeframe. For CCTV kits, refunds are contingent upon the entire kit being returned within 14 days. Following this period, a 25% restocking fee will be applied. Faulty items within the kit will either undergo repair or replacement.
Cancellations
All orders are shipped from our warehouse at 5 pm, Monday to Friday. If you wish to cancel your order, you must do so by 4.30 pm on the same day. We kindly request that you contact us immediately at 08000025788, as cancellations via email may not be processed in time to prevent your order from being dispatched by our team. If you reach out after 4.30 pm, your order will have already been dispatched for delivery, and you will need to follow the refund process detailed above.
