Delivery & Returns

Returns Process

If you would like to return an Item for any reason, please contact us and have it registered. When registered, Please fill out return form below and place it in the box when packing the item(s) you're returning. Please send a copy of the completed Return form to

      Returns Form - PDF

Please Note, you MUST include this form in the box and email a copy to If you don't, we won't be able to identify and match the parcel and it will casue severe delays to your return. 

Important Note

All returned items must be packed carefully to avoid damage during transit and supplied with all original leads, connectors, manuals and accessories. If possible please use the original packaging. Any items received damaged in transit or in an unsatisfactory condition will not be covered under warranty. Please note that CCTV DIRECT UK Ltd will not be liable for any loss or damage incurred during transit. All products returned must be accompanied by the returns form and a valid Returns Number.

Guide Cut Off Times

These timings are guide timings and may vary due to orders volume, stock availability and other factors.

Working Days>

CUT OFF Mon - Thu @ 14:00
CUT OFF On Fridays @ 13:00

Cut Off & Festive Periods

Our cut off time is 14:00 , any orders placed after this time would be dispatched the next working day. Any deliveries during the festive seasons are going to be delayed up 5 working days. (Please do not select to pay for 1 to 2 days delivery as we're unable to deliver at these times in holiday periods).


Shipping Options

Express AM (Pre-12 Next Day) - £12.97 +VAT

- Orders placed before 14:00 will be delivered next working day before 12:00
- Deliveries will be made only on working days
- This only applies to UK Mainland

Next Day Shipping - £9.97 +VAT

- Orders placed before 14:00 We will dispatch these orders on the same day
- Orders and stock will be prioritised towards these orders more over any other delivery type
- Deliveries will only made on working days
- This only applies to UK Mainland

2-3 Day Standard Delivery - £6.97 +VAT

(Free if order value is more then £250)

- Orders placed before 14:00 will be delivered within 1-3 working days
- Deliveries will be made only made on working days
- This only applies to UK Mainland

Saturday Delivery - £21.99 +VAT

- Orders placed before 13:00 on Friday will be delivered Saturday
- You are able to place orders with Saturday Delivery Early on during the week and will receive your items on the coming Saturday
- This only applies to UK Mainland


Shipping Notice

AM and Next Day Delivery Times are Guide Times ONLY

- We DO NOT Guarantee the Next Day, or Morning / AM (Pre 12) or any Timed Delivery service
- Due to stock availability and allocations all or part of your order may be dispatched from the warehouse
- We dispatch the order with the service paid by the customer, but please note, when dispatched it's with the Courier and beyond our control and we assume no responsibility for any delays
- If you require the items urgently, you must call us on 01254 693 786 so we can confirm if this can be arranged.


Product Warranty - Not Replacement Cover

The standard warranty of the products sold by CCTV Direct UK Ltd is 1 year with the exception of some products

The warranty covers failure of equipment either DOA or when in general operation and does not cover any defect arising from mishandling, incorrect installation, improper use of the product or an act of god. Any damage, modifying of cables or opening of sealed units will invalidate any warranty

Please make sure all the camera connections are weather protected as failure to do so will result warranty voided..

All Hikvision products have a warranty of 3 years with the same terms and conditions as above.

Returning the product, you must arrange the return of the product(s) to the following address - Must be recorded delivery:


Returns Policy / Order Cancellation / Items Missing

Orders should be checked once received within 48 Hours - If you think you are missing an item or additional accessories then this has to be reported within 48 Hours of delivery, failing to do so may risk you not receiving the assumed missing product or accessory.

We DO NOT Accept returns of any used items unless specified faulty - You are required to understand the product and ensure it's fit for purpose in your scenario before purchase. We have a fully equipped sales team at hand to help you with this to ensure the product you are buying will be fit for the intended purpose.

The Buyer may cancel other orders at any time before they are dispatched by emailing us on or calling us. (a restocking charge may be applied)

Goods that have been ‘over ordered’ or are no longer required will be accepted back for a minimum of 20% restock fee if returned within 14 days of the invoice date. Goods must be in an unused state, original condition and unopened box.

If a refund is requested and payment method was through PayPal or Stripe, we will have to deduct the fees from your refund. The reason for this is after a transaction has taken place PayPal and stripe will hold the fees even after the full refund has taken place, therefore this is costing us.

Processing returned item

After the faulty equipment has been tested, we will at our discretion, repair or replace with the same, or a product with equivalent specifications, or fully/part refund the value of the product.

If the product is outside the warranty period or is returned damaged, a repair or replacement can be supplied for an agreed charge. If the product is returned in an unsatisfactory condition it may be subject to a handling charge of 20% and/or be deemed to invalidate the terms of the warranty. Any item returned to us and found to have no defect will be subject to an inspection and handling charge of £25 and will be returned to the customer.

Delivery costs to be borne by the customer. Special order and customised products are deemed non-returnable. At our discretion, in exceptional circumstances, we may allow a return of such items subject to a restocking charge of 20%.