Last updated: April 2025 · Consumer Rights Act 2015 · Consumer Contracts Regulations 2013
You must contact us before returning anything. Email info@cctvkitsonline.co.uk or call 0345 548 0072. Provide your order number, item(s) affected, reason for return, and photos if claiming a fault.
If your return is approved we will issue a Return Merchandise Authorisation (RMA) number and return instructions.
Returns are processed on Wednesdays and Thursdays. This does not affect your statutory refund timeline — refunds are always issued within 14 days of us receiving your returned goods.
Items returned without RMA approval will be refused and returned to you at your cost.
You must contact us within the initial 14-day period. We cannot accept late cancellation requests.
You may open packaging to inspect items in the same way you would in a shop — to check what you have received. However, items must not be installed, mounted, used, or damaged beyond this reasonable inspection.
If items have been handled beyond what is necessary to inspect them — for example showing signs of installation, cut cables, mounting marks, or other use — we are entitled to make a deduction from your refund to reflect the diminished value of the goods. In serious cases this may mean no refund is issued for the item.
We have no legal obligation to accept change of mind returns after the 14-day cancellation period has expired. Such requests will be refused unless the item is faulty, not as described, or does not work as intended.
The Consumer Contracts Regulations 2013 allow you to open and inspect goods as you would in a shop. However, CCTV cameras, NVR/DVR recorders, and associated security equipment cannot be meaningfully inspected by visual examination alone. To assess functionality you must power the device on, connect it, and test its operation.
Once this has occurred, the item can no longer be sold as new. It must be sold as graded/open-box stock at a reduced price, representing a direct financial loss to us. Under the Consumer Contracts Regulations 2013, we are entitled to make a deduction from your refund to reflect this diminished value.
| Action | Deduction Applied |
|---|---|
| Box opened, item visually inspected only — not powered on or connected | None |
| Item powered on or connected — any testing carried out | Up to 25% |
| Item installed, mounted, or cables cut or connected | Rejected |
| Item damaged, marked, or components missing | Rejected |
| Item returned without original packaging or accessories | Rejected |
Deductions are assessed per item on return and are based on the resale impact — the difference between what we can sell the item for as new versus as graded stock.
We will notify you of any proposed deduction before processing your refund, along with photographic evidence. You have the right to dispute this if you believe it is incorrect.
To avoid any deduction, do not power on, connect, or test the equipment. If you need to assess whether a product is suitable for your application, contact our sales team before purchasing — we are happy to advise on compatibility, image quality, and specification.
If an item is genuinely faulty, doesn't match our description, or doesn't perform as it should, you have statutory rights regardless of the 14-day cancellation period.
Contact us with a detailed description, photos/videos of the fault, and your order details. Most issues can be resolved remotely — our technical team will troubleshoot first.
We will ask diagnostic questions, request evidence, and provide technical support to rule out setup or configuration issues before determining whether a return is necessary.
Issuing an RMA does not confirm the item is faulty — this is determined after inspection.
If unresolvable remotely, we'll issue an RMA. You may need to cover return postage initially — this is refunded in full if the fault is confirmed. We can arrange collection for an additional charge.
Your statutory rights for faulty goods always apply, even to sale or special order items.
Approved refunds are processed within 14 days of receiving your returned goods and refunded to your original payment method.
| Scenario | Product Cost | Original Delivery | Return Postage |
|---|---|---|---|
| Change of mind – full condition (not powered on) | Refunded | Standard rate | Your cost |
| Change of mind – powered on or used (diminished value) | Reduced or nil | Standard rate | Your cost |
| Faulty / not as described | Refunded in full | Refunded in full | Refunded in full |
| No fault found | Not refunded | Not refunded | Your cost |
We do not offer direct exchanges. Return for a refund or credit, then place a new order. If you cannot wait, place a new order and return the original separately (subject to return conditions above).
We monitor returns for: serial number mismatches, items swapped with older or different models, false fault claims, repeated returns of installed or damaged items, and pattern abuse of cancellation rights.
Consequences include: return refused, no refund issued, account suspended, and reporting to Action Fraud where appropriate.
