12 Month Warranty minimum
All products carry a full 12-month warranty as standard, while many (including Hikvision) come with a 2/3 year warranty. As an authorized UK sub distributor and retailer, we are backed up by our UK distribution partners.
Return / Refund Policy
If an item is damaged/defective upon delivery (Within 14 days)
Every item we sell is carefully inspected before it is shipped, but of course there are times when an item may arrive with a problem. In these instances, please contact us immediately and we will put it right as soon as possible. - usually by means of a next working day doorstep swap.
If an item is faulty within the first 3 months (Advanced Replacements)
Please contact our technical department and if a fault is confirmed as best as possible remotely, we can issue you with a returns number and a next working day doorstep swap in most cases (excluding PTZs & subject to stock availability).
We may have to reserve an amount on your credit/debit card/account, which will be cancelled once the faulty item is back with us and confirmed as faulty. If no fault is found, the item may be returned at a cost or a restocking fee may be charged depending upon item condition.
You must ensure the item is packaged correctly.
Your replacement may be box opened but unused.
If an item is faulty after 3 months or is a PTZ camera
You will need to arrange to return the item back to us for inspection (we recommend via a tracked and insured option at https://www.myhermes.co.uk/ ) or Parcel Monkey if urgent. Upon confirmation of a fault being present your delivery cost may be refunded accordingly and we will then repair/replace the item (this may be a box opened/refurbished item in as good condition).
You must ensure the item is packaged correctly as we will not be liable for damages received.
You may receive a refurbished replacement, in a similar outer condition.
Hikvision Trade & VALE Items - Extended advanced replacements - up to 3 years
The above items quality for an extended advanced replacement warranty. This allows you to purchase a replacement item and once we receive back and confirm a fault on the original item(s) we can then refund you accordingly. PTZs excluded
(return delivery costs to us will not be refunded for trade sales in these cases)
Returning an unwanted item within the 14-day cooling off period.
As per UK long distance selling regulations unless the goods are faulty/damaged/sent in error, you have 14 days to notify us of a return for a full refund as long as they are 'as new' - for example, if you ordered by mistake or change your mind on product suitability. You then have 14 days to get it back to us.
Please note in this instance it is your responsibility to bear the cost of the return delivery by insured means back to us. We can arrange this upon request and deduct this from your refund amount. Please note if you paid extra for next day delivery or any other non standard delivery, this 'extra' service charge will not be refunded.
Goods can be taken out the box and inspected but must be carefully repackaged in their original packing as received. Should they be marked (clearly used) we reserve the right to charge a restocking fee accordingly.
Our Right to Cancel
When an order is placed with us, we reserve the right to cancel an order if for some reason an item is unavailable when we come to despatch it (stock error/damage or other) or due to a pricing mistake which we simply cannot honour. Your contract with us starts when you order is delivered/collected.
Goods are charged at price shown on the product pages on the date the customer places the order. Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.
If we should receive a complaint about any part of our service, by phone, e-mail or letter, then it will be dealt with promptly (we will reply within 5 working days). It will then be dealt with confidentially and effectively.