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@cctvdirectonline.co.uk
Please Note, you MUST include this form in the box and email a copy to returns@cctvdirectonline.co.uk. 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.
Our warranty covers equipment failure due to defects in manufacturing, either Dead on Arrival (DOA) or during normal operation. It does not cover defects caused by mishandling, incorrect installation, improper use, or Acts of God. Any damage, cable modifications, or tampering with sealed units will void the warranty.
Please make sure all the camera connections are weather protected as failure to do so will result in the warranty being voided.
Hikvision Products: All Hikvision products come with a 3-year warranty under the same terms and conditions.
To return a product, you must arrange for the item(s) to be returned to the following address via recorded delivery:
CCTV DIRECT UK LTD
Returns Department
73 WHALLEY NEW ROAD
BLACKBURN
BB1 6JY
Please ensure that all returned items are packaged securely to prevent damage during transit and are accompanied by all original leads, connectors, manuals, and accessories. If possible, please use the original packaging. Items that arrive damaged or in an unsatisfactory condition will not be covered under warranty. CCTV DIRECT UK Ltd is not liable for any loss or damage incurred during transit.
All returns must include a completed returns form and a valid Returns Number. Goods received without these will not be processed.
Order Cancellation:
The Buyer may cancel any order before it is dispatched by emailing us at info@cctvdirectonline.co.uk or calling our customer service team. Please note that a restocking fee may apply in certain cases.
Returns for Surplus Goods:
If you have ordered surplus goods, we will accept returns within 14 days of the invoice date, subject to a minimum 20% restocking fee. The goods must be unused, in their original packaging, and in like-new condition. If the items do not meet these criteria, an additional restocking fee may apply.
Processing Returned Items:
Once the faulty equipment has been tested, we will, at our discretion, either repair, replace it with the same or an equivalent product, or issue a full/partial refund.
Out-of-Warranty or Damaged Products: If the product is outside the warranty period or returned damaged, we can provide repair or replacement services at an agreed cost. Items returned in an unsatisfactory condition may be subject to a 20% handling charge and/or may void the warranty terms.
No Fault Found: If an item is returned and no defect is found, an inspection and handling charge of £25 will apply. The item will then be returned to the customer.
Please note that delivery costs for returns are the responsibility of the customer. Special order and customised products are considered non-returnable. In exceptional circumstances, at our discretion, we may allow the return of such items, subject to a 20% restocking charge.