Terms & Conditions

CCTV LINE Consumer Terms of Sale

CCTV LINE offer a full refund if an item is faulty, not as described or does not do what it's supposed to. Please see the full terms as below:

Product Warranty

• Hikvision: 3 years
• Hilook: 3 years
• Dahua: 3 years
• Toshiba: 2 years (Manufacture warranty)
• Seagate: 2 years (Manufacture warranty)
• Avtech: 2 years
• Prolux: 2 years
• Graded items: 1 Year
• All other accessories have 1 year warranty

Please note: We are not responsible for any cancellation that is booked in advance for installation. Please wait for delivery to arrive and make sure all the items are correct before booking any installation.

Returns Policy

Products returned for a refund must be returned within 30 days of the invoice date. Items must be suitable for resale as new:

• Original packaging
• No marks from installation
• Must be complete with original manuals and accessories

Full refunds will not be issued for previously installed, incomplete or worn products – This will be assessed once received. CCTV LINE reserve this right to charge the buyer up to 25% restocking fee.

Faulty Items

Within 30 days of invoice date:

Items returned as faulty will be issued with a replacement or full refund.

Over 30 days after invoice date:

• We will attempt to fix the fault at our base – if we cannot we will send out a replacement
• If we do not have the item in stock, we will send the item back to manufacturer for a replacement/repair (This can take up to 3 – 5 weeks depending on the manufacture return and warranty process)
• If we deem the item to have no manufacturer fault – the item will be returned back to the sender and the buyer needs to pay for the postage costs

Warranty Exclusions

We cannot offer credit/repairs/replacements on items that have:

• Had the serial number removed or have man made damage
• Damage caused during installation – including cut cables or dropped devices
• Defects due to using incorrect power supply
• Any unauthorized repair, tampering, or intentional damage
• Water damage defect on cables/connections
• Had their serial sticker removed

Important: Items must be sent back to us first before we can send any replacements.

Format of Contract

Following terms of sale apply to all items sold by CCTV LINE:

• No contract exists between you and the Supplier for the sale of any goods until the Supplier has received and accepted your order and the Supplier has received payment in full (in cleared funds)
• Once the Supplier does so, there is a binding legal contract between us
• An acknowledgement of your order will be sent to you via e-mail when you place your order, but acceptance of your offer to buy the goods will not take place until after your payment is taken and you receive your acceptance e-mail
• The contract is subject to your right of cancellation (see below)
• The Supplier may change these terms of sale without notice to you in relation with future sales

It is the responsibility of the buyer to ensure that the goods purchased are suitable for the purpose intended. Advice from CCTV LINE to the customer upon their inquiry may be given but cannot be relied by the customer or guaranteed by CCTV LINE.

Except as may be implied by law where the buyer is dealing as a consumer, in event of any breach of these Conditions by CCTV LINE the remedies of the buyer shall be limited to damages which shall in no circumstances exceed the price of the goods and the CCTV LINE shall under no circumstances be liable for any indirect, incidental or consequential damages.

We try and keep the website as accurate as possible regarding the stock level. If by exception the product is out of stock, you will receive an email within 24 hours. We will try to source similar products from other suppliers to avoid disappointment for our retail customers, also we provide the option to wait for shipments to arrive, offered similar products or are given a refund.

We do offer 30 days return, if you didn't like the items, changed your mind or if item was faulty. Only buyer is liable for return postage cost.

Description and Price of Goods

The description and price of the goods you order will be as shown on the website at the time you place your order. Every effort is made to ensure that prices shown on the website are accurate at the time you place your order.

If an error is found, the Supplier will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order. If the Supplier does not receive an order confirmation within 14 days of informing you of the error, the order will be cancelled automatically.

In addition to the price, you may be required to pay a delivery charge for the goods.

Limitation of Liability and Warranty

CUSTOMER AGREES THAT USE OF THE SERVICE IS ENTIRELY AT CUSTOMER'S OWN RISK. SERVICES ARE PROVIDED 'AS IS,' WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED.

We would like to state the fact that due to nature of the products we offer on the website, there is a fine line between developing a fault and wear and tear. We try our best to provide reasonably good quality products and expect them to satisfy its purpose of what it is designed for reasonable relevant usage.

Payment

We do not store credit card details nor do we share customer details with any 3rd parties.

Payment for the goods and delivery charges can be made by any method shown on the website at the time you place your order. Payment shall be due before the delivery date, otherwise by the Supplier and time for payment shall be a fundamental term of this agreement, breach of which shall entitle the Supplier to terminate the contract immediately.

There will be no delivery until cleared funds are received.

The goods when paid for by credit/debit card must go through the 3D Secure check before being accepted. Otherwise, it is entire in the company's discretion whether to accept the payment or perform a refund in accordance with our risk assessment.

What is 3D Secure?

The 3-D Secure™ protocol was developed by Visa to improve the security of Internet payments. The protocol is offered with the service name Verified by Visa. MasterCard has also adapted a similar protocol called MasterCard SecureCode. Both are designed to allow authentication of cardholders by their Issuers at participating merchants.

The 3D Secure feature enables the shopper to enter a password to confirm their identity with the card issuer. If accepted they then complete their order, and when received by you, you have much more confidence that is genuine and real.

Benefits of 3-D Secure

• Added protection from fraudulent payments
• Allows you to trade online more safely
• Enhances shopper confidence and spending
• Reduces costs from fraudulent chargebacks
• Increased consumer confidence when purchasing on the Internet
• No special software is needed at the cardholder access device
• Easy to use
• Control over card use for online purchases

Please note: New customers cannot place a new order and paying by card over the phone or website. Only acceptable payment for new customer is via Bank transfer or Paypal.

Important: CCTV LINE reserve the right to cancel any order from a new customer who are using VISA, Master, American Express Cards or any other type of cards.

Delivery

We use DPD, FedEx and Royal Mail.

We try to send out the items asap but if you need next day delivery or Saturday delivery, you need to inform us first.

Our cut-off time is 4:00 pm Monday – Friday.

Please note we are not responsible for late delivery.

Important: Please make sure you check all your items condition within 24hrs from the delivery time. Any damage report after 24hrs of delivery will be refused.

Trade Customers with Credit Facility Agreement

• All customers can purchase up to their credit limit
• All items purchased under credit account cannot be returned for refund
• We can only accept Return/Replacement with same value of stock

Contact Information

If you have any questions about these Terms & Conditions, please contact us:

Last updated: January 2026