Returns & Refunds Policy

This policy explains how to return goods bought from Euro CCTV and when you are entitled to a refund. It sits alongside our Terms & Conditions.

Your rights depend on whether you buy as a consumer or as a business. If you are an individual buying outside a trade or profession you are a consumer and have the statutory rights set out below, which nothing in this policy or our Terms removes. If you buy for the purposes of a business, the trade sections apply instead.

Because you are buying at a distance, you may cancel your order for any reason — you do not have to give one — within 14 days of the day after you (or someone you nominate) receive the goods. Where an order is delivered in several consignments, the 14 days run from the day after you receive the last one.

You may also cancel at any point between placing the order and receiving it.

Tell us clearly that you are cancelling before the 14 days expire. Email info@eurocctv.co.uk or write to us at Euro CCTV Distribution Center, London. Quoting your order number helps us process it quickly, but is not a condition of cancelling.

You may use the model cancellation form below, though you are not required to:

• To Euro CCTV Ltd, Euro CCTV Distribution Center, London, info@eurocctv.co.uk
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Name and address of consumer:
• Signature (only if sending on paper) and date:

After telling us you are cancelling, send the goods back within 14 days. You are responsible for the cost of returning them unless they are faulty, damaged or not as described, in which case we pay.

You may handle and inspect the goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any loss in value.

We refund within 14 days of receiving the goods back, or of your proof that you sent them, whichever is earlier. Refunds go to the original payment method and we do not charge a fee for making them.

We refund the price you paid plus the standard delivery cost. If you chose a faster or more expensive delivery option than our standard one, we refund the standard amount only.

We do not charge consumers a restocking fee for exercising the cancellation right.

The cancellation right does not apply to a small number of items, as set out in the Regulations:

• Goods made to your specification or clearly personalised — including cable cut to a length you specify and systems configured or pre-programmed to your requirements.
• Sealed goods that are not suitable for return for health or hygiene reasons, once unsealed.
• Sealed software, audio or video recordings, once unsealed.
• Goods that become inseparably mixed with other items after delivery.

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. These rights are separate from, and additional to, the 14-day cancellation right.

If goods are faulty you may reject them for a full refund within 30 days of delivery. After 30 days, and within six months, you may ask for a repair or replacement; if that fails or is not possible you are entitled to a refund, which may be reduced to reflect use. In the first six months a fault is presumed to have been present at delivery unless we can show otherwise.

We pay return postage on faulty, damaged or misdescribed goods. Contact info@eurocctv.co.uk and we will arrange collection or reimburse reasonable postage.

Where you buy for the purposes of a business, the statutory distance-selling cancellation right does not apply and returns are at our discretion on the terms below.

Returns must be authorised in advance. Request an RMA number from info@eurocctv.co.uk before sending anything back; goods returned without one may be refused.

Authorised returns must reach us within 14 days of the RMA being issued, unused, in their original undamaged packaging and complete with all accessories. A restocking fee of up to 20% may apply to goods returned in resaleable condition where the return is not due to a fault or our error.

• Special-order, bespoke and cut-to-length items are non-returnable.
• Software, licences and activated cloud services are non-returnable once supplied.
• Return carriage is at your cost unless the goods are faulty or we made an error.

Faulty goods are handled under the manufacturer warranty applying to the product, administered by us as your supplier. Contact info@eurocctv.co.uk with the order number and a description of the fault and we will raise an RMA.

Where goods are confirmed faulty within the warranty period we will repair, replace or credit them at our option, and cover carriage both ways.

Please check your delivery on arrival and tell us about any damage, shortage or incorrect item as soon as you reasonably can — ideally within 48 hours of receipt — so we can take it up with the carrier while the evidence is fresh.

For business buyers, notice within 48 hours of receipt is a condition of any transit-damage claim. For consumers this is a request, not a deadline: reporting later does not affect your statutory rights.

Email info@eurocctv.co.uk with your order number and what you are returning. We will confirm the return address and, for business returns, issue an RMA number.

Package goods so they reach us undamaged and obtain proof of postage. Until they arrive with us they remain your responsibility, so we recommend a tracked service for anything valuable.

Euro CCTV Ltd

Euro CCTV Distribution Center, London

Email: info@eurocctv.co.uk

Phone: 0330 401 1003

If you are unhappy with how we have handled a return, tell us and we will look at it again. Consumers may also be able to take a dispute to an alternative dispute resolution scheme or the courts; nothing here affects that right.