Terms & Conditions

CCTV Line Consumer Terms of Sale

If you buy as a consumer, CCTV LINE offer a full refund if an item is faulty, not as described or does not do what it's supposed to and you reject it no more than 30 days after delivery; beyond that, your remedies are as set out under Faulty Items below. Remedies for business (trade) buyers are set out under Returns Policy below. Please see the full terms as below:

Product Warranty

• 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
• Items bought before 13 October 2026 keep the warranty period stated at the time of purchase

Please note: Please wait for delivery to arrive and check the items before booking installation. For business (trade) buyers, we are not responsible for any installation booking that has to be cancelled. If you buy as a consumer, this does not limit our liability where the cancellation is caused by our late or incorrect delivery.

Returns Policy

If you buy as a consumer, you have 14 days from delivery to change your mind: tell us within 14 days, counting from the day after the goods reach you, then send them back within 14 days of telling us, as set out in our Returns Policy.

If you buy as a consumer, your statutory cancellation and faulty-goods rights are as set out in our Returns Policy and are not affected by these terms; no restocking fee is charged to a consumer who cancels, though we may reduce a refund for diminished value caused by handling beyond what is needed to inspect the goods.

For business (trade) buyers there is no statutory cancellation right, and any return is at our discretion: it must be authorised in advance (RMA), arrive back no later than 14 days after delivery, and be suitable for resale as new:

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

For business (trade) buyers, full refunds will not be issued for previously installed, incomplete or worn products – This will be assessed once received. Business (trade) returns carry no restocking fee, as set out in our Returns Policy.

Faulty Items

Within 30 days of delivery:

If you buy as a consumer, you may choose a full refund for an item returned as faulty (your short-term right to reject), or have it repaired or replaced instead. For business (trade) buyers, faulty goods are repaired, replaced or credited at our option, as set out in our Returns Policy.

More than 30 days after delivery:

• For business (trade) buyers: we will attempt to fix the fault at our base – if we cannot we will send out a replacement
• For business (trade) buyers: 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)
• For business (trade) buyers: 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
• If you buy as a consumer: you can require us to repair or replace the item, and where that fails or cannot be done you can claim a refund or a reduction in the price. A fault that appears within six months of delivery is taken to have been there when the goods arrived, unless we can prove it was not. Faulty, damaged or misdescribed goods come back at our cost, as set out in our Returns Policy

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

If you buy as a consumer, these exclusions apply only where the damage was caused after delivery (for example by installation, misuse or an incorrect power supply); they do not affect your rights for goods that were faulty, not as described or not fit for purpose, as set out in our Returns Policy.

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) or, for an order placed on an approved trade credit account, has accepted the order on that account
• 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 (or, for an order placed on an approved trade credit account, the order is accepted on that account) and you receive your acceptance e-mail
• If you buy as a consumer, the contract is subject to your right to cancel, as set out in our Returns Policy
• The Supplier may change these terms of sale without notice to you in relation with future sales

For business (trade) buyers, 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. If you buy as a consumer, this does not affect your statutory right that goods are fit for any particular purpose you make known to us.

If you are a business (trade) buyer, in the event of any breach of these Conditions by CCTV LINE your remedies are limited to damages which shall not exceed the price of the goods, and CCTV LINE accepts no liability for any indirect, incidental or consequential damages; this does not affect the faulty-goods remedies set out in our Returns Policy. If you buy as a consumer, nothing in these terms limits our liability for breach of your rights under the Consumer Rights Act 2015. No term here limits our liability where negligence causes death or personal injury.

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.

If you buy as a consumer, you have 14 days from delivery to change your mind, and 30 days from delivery to reject faulty goods. For business (trade) buyers, returns within 14 days of delivery are at our discretion, and faulty goods are repaired, replaced or credited at our option, as set out in our Returns Policy. The buyer is liable for return postage on change-of-mind returns.

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

Use of this website is at your own risk, and the website itself is provided 'as is'. This does not apply to the goods you buy from us.

If you buy as a consumer, nothing in these terms affects your rights under the Consumer Rights Act 2015 that goods are of satisfactory quality, fit for purpose and as described; see our Returns Policy.

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 (except an order placed on an approved trade credit account, which is payable on the terms agreed for that account), 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, except orders placed on an approved trade credit account, which are payable on the terms agreed for that account.

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.

Timed and Saturday courier services can be arranged on request; please ask before you order.

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

For business (trade) buyers, delivery dates are estimates and we are not liable for late delivery. If you buy as a consumer, we deliver within the time agreed or, if none, within 30 days, and your rights under the Consumer Rights Act 2015 if we do not are unaffected.

Important: If you buy as a business (trade) buyer, please check the condition of all your items on delivery and report any shortage or damage within 48 hours of receipt. That notice is a condition of every transit-damage claim, and a later report from a business (trade) buyer will be refused. If you buy as a consumer, your rights for goods damaged in transit are as set out in our Returns Policy and Delivery information and are not affected.

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, please contact us:

Last updated: October 2026