Policy
Returns, refunds and cancelling
Changed your mind, or is something wrong? Here is how cancelling, sending things back and getting your money back works.
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Help me chooseSee every kitRather pick the parts yourself? Use the kit builderChanged your mind, or is something wrong? Here is how cancelling, sending things back and getting your money back works.
This page explains how sending goods back to CCTV Kit Direct works, and when you get your money back. It goes hand in hand with our Terms & Conditions.
If you are buying for yourself and not for your work, trade or business, the law treats you as a consumer. You keep all the rights below, and nothing on this page or in our Terms takes them away. For a business purchase, the business sections are the ones for you.
You have 14 days to cancel, and you do not need to give us a reason. Your 14 days begin on the day after your order is delivered to you, or to anyone you nominate to receive it. If your order is split across parcels, the count begins the day after the last parcel is delivered.
Not delivered yet? You can cancel before the goods reach you as well.
Just let us know clearly, before the 14 days are up, that you want to cancel. An email to [email protected] is the easiest way; a letter to London works too. Your order number helps us find things quickly, but you can cancel without it.
There is a model cancellation form below if it helps. Using it is up to you:
Once you have told us, you have 14 days to send the goods back. You pay the return postage yourself, except when an item was faulty, arrived damaged or was not as described; then we cover it.
You are welcome to unpack everything and check it over, the way you might in a shop. Going further than it takes to see their nature, characteristics and functioning could mean a smaller refund, by the value lost.
We pay your refund within 14 days of getting the goods back, or of you showing us proof you posted them, whichever is sooner. The money returns to whatever card or account you used, and there is nothing to pay for that.
You get the price of the goods back, together with our standard delivery charge. If you chose a faster delivery option, the refund covers the standard charge only.
There is never a restocking fee when you cancel.
The law makes four exceptions:
Under the Consumer Rights Act 2015, what you buy has to be of satisfactory quality, fit for purpose and as described. These rights are yours on top of the 14 days to cancel, and they work separately from them.
If a fault shows up within 30 days of the goods arriving, you are entitled to turn them down and receive a full refund. Past 30 days, you can ask us to fix the item or swap it for a new one (a repair or a replacement). When that does not work, or neither can be done, the choice is yours: a refund, or money off the price (a price reduction). Turned down within six months of delivery, goods are refunded in full; from six months on, the refund may be reduced to take account of use. For those first six months, the law assumes any fault came with the goods on delivery day, and it is for us to prove otherwise. Beyond six months, the job of proving the fault was there from the start may fall to you.
Anything faulty, damaged in transit or not as we described it comes back free. Email [email protected] and we will collect it, or pay back your reasonable postage costs.
Please give each delivery a quick check when it turns up. If something is broken, missing or not what you ordered, tell us quickly, inside 48 hours if you can, because a courier claim is easier while there is fresh proof.
For business buyers, the 48 hours is a firm condition: no notice by then, no transit-damage claim. For everyone buying for themselves, it is simply a request, and a report after that time still leaves your statutory rights in place.
Drop us an email at [email protected] saying your order number and which items are coming back. Our reply tells you where to post them. Businesses also get an RMA number in that reply.
Wrap things up well and hang on to your proof of postage. Until the parcel reaches us it is still your responsibility, so a tracked service is a good idea for anything valuable.
CCTV Kit Direct
London
07767 053105
Not happy with how your return went? Let us know and we will take a second look. Consumers can also take it to the courts, or to an ADR (alternative dispute resolution) provider, and this page does not change that.