Returns & Refunds Policy
1. General Returns Overview
We accept returns for both non-defective (unwanted) and defective (faulty) products.
| Detail |
Requirement |
| Return Window |
14 days from date of purchase/receipt. |
| Product Condition |
Must be new, unused, and unfitted unless faulty. |
| Required Action |
A Return Merchandise Authorisation (RMA) form is required for all returns. |
| Return Method |
By mail (customer responsibility). |
2. Returns for Unwanted Goods (Change of Mind)
Goods that are no longer required or ordered by mistake must be reported within 14 days of purchase/receipt.
| Fee Type |
Policy Detail |
| Restocking Fee |
25% of the product price will be deducted from your refund. |
| Original Shipping Costs |
Original delivery charges are not refunded. |
| Return Shipping |
The customer is responsible for return shipping costs (return label: customer responsibility). |
Unwanted Goods Conditions:
- Items must be returned in new, unused, and unfitted condition and in their original, undamaged packaging.
- We reserve the right to decline any return request reported outside the 14-day window.
- Items returned that have been used or fitted will be rejected by our warehouse.
3. Returns for Faulty/Defective Goods
Faulty goods are subject to the following procedures:
A. Within 14 Days of Purchase
- CCTVTek will accept faulty items within the first 14 days of purchase.
- You must follow the standard RMA procedure (Section 4).
- Upon confirmation of the fault, we will offer a repair, replacement, or full refund (waiving the restocking fee).
B. After 14 Days of Purchase
- After the 14-day period, the product is covered by a Return-to-Base (RTB) Warranty only.
- You must contact us to initiate a warranty claim and follow the RMA procedure. The item will be repaired or replaced at our discretion, but a refund will not be offered.
4. Return Procedure (RMA Required)
You must obtain an RMA number before sending any goods back to our warehouse. Failure to do so may result in your return being rejected or delayed.
Step 1: Contact & Request
- Complete an RMA form and email it to
support@cctvtek.co.uk.
- Clearly state the reason for the return (Unwanted or Faulty) and provide the original order number.
Step 2: Authorization
- Our team will authorize the return and provide you with an official RMA number and the return address.
Step 3: Shipping
- Package the item securely, including all original packaging, manuals, and accessories.
- Clearly mark the RMA Number on the outside of the box.
- Ship the item back by mail (Customer responsibility for cost). We strongly recommend using a tracked and insured shipping service.
5. Refund Processing and Specific Conditions
Refund Timeline
- Once the returned goods are received and inspected by our warehouse, the refund process will begin.
- Refund Processing Time: We aim to process refunds within 7 days of receiving the item.
- The refund will be credited back to your original payment method.
Special Return Conditions
- Missing Items: Goods with items missing cannot be tested or refunded. You will be required to send any missing items to us before we can complete the return process.
- CCTV Kits: CCTV kits will only receive a refund if the whole kit is returned. Faulty items within a kit will be repaired or replaced, not refunded individually.
6. Warranty Exclusions (Goods Not Covered)
The following conditions will void your warranty and result in the return being rejected by our warehouse:
- Any goods with cut cables or any modifications of any kind.
- Any items that have been damaged by an incorrect power supply being used.
- Any items with product misuse.
- Damage caused by acts of God (e.g., lightning strikes).
- Damage to consumables or components subject to normal wear and tear (e.g., bulbs, IR LED’s, monitor tubes, and CCD sensors).
