Refund & Returns Policy
Clear information about returning CCTV equipment, cancelling an online order, faulty products and receiving a refund from Discount CCTV Supplier.
We offer a 30-day returns period for eligible new and unused products. This additional returns policy does not reduce any statutory rights available to consumers.
Please contact us before returning equipment so that we can provide the correct return instructions and, where appropriate, help troubleshoot the product first.
30-Day Returns
Eligible new and unused products may be returned within 30 days of delivery.
Products should be returned complete and in their original condition wherever possible, together with:
Original Packaging
Please retain the original product packaging until you are satisfied that the equipment is suitable.
Accessories
Include power supplies, cables, brackets, remotes and any other accessories originally supplied.
Manuals & Documentation
Any manuals or documentation supplied with the product should also be returned.
Product Condition
Unwanted goods should be kept clean and in a condition suitable for return.
Cancelling an Online Consumer Order
Customers purchasing online as consumers generally have statutory cancellation rights.
You should normally notify us within 14 days of receiving your order if you wish to cancel under these rights. You then normally have a further 14 days to return the goods.
You may inspect the product in the same way that would reasonably be possible in a shop.
Change-of-Mind Return Costs
For eligible change-of-mind returns, customers are normally responsible for arranging and paying for the return of the goods where applicable.
If you ask us to arrange collection on your behalf, our current collection charges are:
UK Mainland
£7.95 + VAT
Northern Ireland
£15.00 + VAT
Faulty, Damaged or Incorrect Products
If a product appears faulty, arrives damaged, is incorrectly supplied or is not as described, please contact us before sending it back.
CCTV equipment can sometimes appear faulty because of:
Cabling or Connections
Poor connections, damaged cables or incorrect termination can prevent CCTV equipment from operating correctly.
Power Supply
Incorrect voltage, insufficient PoE power or unsuitable power supplies can cause equipment problems.
Configuration
Network, recording or camera configuration can sometimes make working equipment appear faulty.
Compatibility
Cameras and recorders may need specific compatibility for advanced functions to operate correctly.
Our team may ask you to carry out reasonable troubleshooting before equipment is returned.
Refunds
Once returned goods have been received and inspected, we will confirm the outcome of the return.
Approved refunds will normally be made to the original payment method.
Where statutory online cancellation rights apply, refunds will be processed in accordance with UK consumer law.
The time taken for a completed refund to appear in your account may depend on your bank, card issuer or payment provider.
Business & Trade Customers
Orders placed wholly or mainly for business, installation, trade or professional purposes may be subject to different cancellation and return rights from consumer purchases.
Please contact us before returning trade equipment so that we can confirm the applicable arrangements.
How to Request a Return
Contact Us First
Please do not send equipment back without contacting our team first.
Provide Your Order Details
Tell us your order number and the product or model number you wish to return.
Explain the Reason
Let us know whether the item is unwanted, faulty, damaged, incorrect or incompatible.
Follow the Return Instructions
We will provide the appropriate next steps and return instructions for your particular case.
Need Help With a Return?
Contact our team before sending equipment back. We can help with return instructions, product faults and common CCTV troubleshooting.
Main: 0161 312 7477 | Alternative: 0161 694 4192
WhatsApp: 07305 398061 / 07870 565644
Email: sales@discountcctvsupplier.co.uk
