Refund and Returns Policy

If you need to return an item for any reason—whether for a warranty evaluation, repair, or surplus return—please follow our streamlined 3-step registration process:

To ensure swift handling of your return or warranty inspection, please download, print, and complete our official returns documentation below:

All returned items must be packaged securely to prevent physical impact or environmental damage during transit. Please adhere to the following packaging standards:

• Complete Contents: Goods must be returned complete with all original leads, connectors, power supplies, brackets, manuals, and accessories.
• Original Packaging: Wherever possible, use the original manufacturer packaging with appropriate outer protective boxing and bubble wrap.
• Condition on Arrival: Any equipment received damaged in transit or in an unsatisfactory condition will not be covered under warranty.
• Transit Liability: CCTV Direct UK is not liable for goods lost or damaged during return transit. We strongly recommend using tracked and insured recorded delivery.

We supply high-grade, genuine commercial security hardware backed by robust manufacturer warranties:

What is Covered: Equipment failure resulting from genuine manufacturing defects, whether occurring Dead on Arrival (DOA) or during normal operational use.

What is NOT Covered (Warranty Exclusions):

• Damage caused by incorrect installation, improper voltage/power supplies, mishandling, neglect, or physical impact.
• Modifications, cable cutting, connector alterations, or tampering with factory-sealed camera/recorder casings.
• Water or moisture ingress resulting from failure to properly weatherproof external cable connections with waterproof junction boxes and grommets.
• Damage caused by electrical power surges, lightning strikes, or Acts of God.

Order Cancellations:

You may cancel an order before it has been dispatched by contacting our sales desk at support@cctvdirectuk.co.uk or by calling our customer service team. In certain circumstances where custom configuration or special procurement has commenced, a restocking fee may apply.

Returns for Surplus / Unwanted Goods:

If you have ordered surplus items or ordered in error, we accept returns within 14 days of the invoice date, subject to the following criteria:

• The goods must be entirely unused, in pristine 'like-new' condition, and in their unopened original packaging with all seals intact.
• A Upto 50% restocking fee applies to cover warehouse restocking, administration, and technical re-inspection.
• If goods are returned in an open or unsatisfactory condition, an additional restocking fee may apply, or the return may be rejected.
• Special order, custom-built, or programmed equipment is non-returnable.

Upon receipt at our returns center, all equipment is subjected to thorough diagnostic testing by our qualified CCTV engineers:

• Warranty Fault Confirmed: If a manufacturing defect is confirmed, CCTV Direct UK will, at its discretion, promptly repair the unit, replace it with the same or an equivalent product, or issue a full/partial refund.
• Processing Timeline: Technical inspections are typically completed within 14 business days of receipt.

• No Fault Found (NFF): If an item is returned under warranty and diagnostic testing reveals no defect (i.e. fault was caused by external configuration, cabling, or power issues), an inspection and handling charge of £25.00 + VAT will apply, and the item will be returned to the customer at their expense.
• Out-of-Warranty / Damaged Items: For products outside the warranty period or units damaged by user error, we can offer technical repair or replacement services at an agreed cost. Items returned in unsatisfactory condition may incur a 20% handling charge.
• Shipping Costs: All return transit costs to our facility are the responsibility of the customer.

Please arrange for your securely packaged parcel to be dispatched via recorded delivery to our central UK returns facility:

Always obtain a proof of postage and tracking number when dispatching items to our warehouse.

If you have questions regarding a return, warranty registration, or technical diagnostic help, our team is ready to assist: