Faulty Products
We understand on some occasions you may need to return a product due to a fault or cirmcumstances change. If your product has developed a fault please in the first instance contact our dedicated technical support team who will endeavour to resolve the issue. If no resolution can be achieved then please download and complete the returns form on the link below and return to returns@cctvdirect.co.uk. CCTVdirect warranty periods can be viewed here. Please note special order products can only be returned if faulty.
Refunds
Any product that has been in use for over 30 days will not qualify for a full refund. In this case, you will be offered a product alternative up to the same value of the products in question. If you would like to get a refund for goods that have not been installed*, you have 14 working days after the order has been delivered to send all items received back to us in the original packaging. You will be liable for the costs incurred for this. All products returned to us will only be issued a full refund if it is received with its full, original packaging and falls within the outlined timeframe. If you purchase a CCTV kit, you will only receive a refund if the whole kit is returned within 14 days. After 14 days, you will be charged a 25% restocking fee. Faulty items within the kit will be repaired or replaced.
Missing/Damaged Items
If you have received damaged items or products are missing from the order, please contact us immediately on the day of receipt. All items dispatched by our Warehouse Team are monitored by CCTV, so we can check your consignment to see what has happened. In the unlikely event that we have sent you the wrong, damaged or missing goods we will endeavour to ship you the missing items ASAP. We are unable to deal with claims for damaged products reported 24 hours after goods have been signed for.
Cancellations
All orders are dispatched from our warehouse at 5 pm, Monday-Friday. If you want to cancel your order, you have until 4.30pm on the day. We ask that you call us ASAP on 0113 233 7070 as cancellations might not be picked up in time over email to ensure that your order is not sent out by our team. If you call after 4.30pm, your order will have been sent out for delivery so you will need to follow the refund procedure outlined above.
