How this policy works
This policy explains what happens when you send back goods you bought from Euro CCTV, and how we decide whether a refund is due. It works alongside our Terms & Conditions rather than replacing them.
The rules differ depending on why you are buying. Someone buying as an individual, outside any trade or profession, is a consumer in law, and the statutory rights described below apply to them in full — no part of this policy, and no clause in our Terms, cuts them down. Where the purchase is made for a business, the sections for business buyers apply instead.
If you are a consumer: the 14-day right to cancel
When you buy at a distance, the law gives you time to change your mind. You can cancel within 14 days for any reason, without explaining it. The period begins on the day after the goods are in your hands, or those of a person you have nominated; where an order comes in several consignments, it begins on the day after the last of them arrives.
The same right lets you cancel at any stage before the goods have arrived.
Telling us you are cancelling
In practice, all we need is a clear message, sent before the 14 days run out, that you have decided to cancel. That can be an email to [email protected] or a letter to Unit E2 Bx, Brent Cross Shopping Park, Tilling Road, London, NW2 1LS; the order number lets us find the order quickly, although a cancellation without it still counts.
If it helps, you can fill in the model cancellation form set out below, although nothing obliges you to:
- To EURO CCTV LTD, Unit E2 Bx, Brent Cross Shopping Park, Tilling Road, London, NW2 1LS, [email protected]:
- I hereby give notice that I cancel my contract of sale of the following goods:
- Ordered on / received on:
- Name of consumer:
- Address of consumer:
- Signature of consumer (only if this form is notified on paper):
- Date:
Sending the goods back after cancelling
From the day you tell us, you then have 14 days to return the goods. As a rule the cost of sending them back falls to you; the exception is goods that prove faulty, arrive damaged or turn out not to match their description, where we bear it.
You are free to examine the goods much as a shop would let you. Handled goods can lose value, though, so if you go further than is needed to establish their nature, characteristics and functioning, we may deduct that loss from your refund.
How your refund is calculated
The refund is paid within 14 days of whichever happens first: the goods reaching us, or you giving us proof that you sent them. It is made to the payment method you used, and there is no charge for it.
What you get back is the price of the goods plus the cost of standard delivery. If you chose a quicker or costlier option than our standard service, the delivery part of the refund is limited to the standard cost.
A consumer who cancels under this right is never charged a restocking fee.
Goods the right to cancel does not cover
The Regulations make a few exceptions to the right to cancel. They are:
- Anything produced to your own specification or clearly personalised: cable cut to the length you asked for, for instance, or a system configured or pre-programmed to the requirements you gave us.
- Goods that arrive sealed and, for reasons of health protection or hygiene, cannot be returned once the seal has been broken.
- Software, audio or video recordings supplied sealed, once the seal has been broken.
- Goods that, once delivered, are by their nature mixed inseparably with other items.
If you are a consumer: faulty or misdescribed goods
Separately from the right to cancel, and in addition to it, the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described.
During the first 30 days after delivery, you can reject a faulty item and receive a full refund. After that, the remedy is a repair or a replacement, and if that is impossible or does not cure the fault, you can choose between a reduction in price and a refund. Where goods are rejected within six months of delivery, the refund is paid in full; beyond six months, we may deduct an amount to take account of use. The law also helps you in the first six months by presuming that any fault was already there when the goods were delivered, unless we can show it was not; after six months the position reverses, and it may be for you to show that the fault was present at delivery.
When goods are faulty, damaged or misdescribed, sending them back costs you nothing: contact [email protected] and we will either arrange a collection or reimburse your reasonable postage.
If you are buying for a business: returns
The statutory right to cancel when buying at a distance belongs to consumers, so it does not extend to business purchases. We still take returns from business buyers at our discretion, and these are the terms that apply.
The first step is always an RMA number. Please ask [email protected] for one before sending anything back, because a parcel that arrives without an RMA may be refused.
An authorised return must be back with us within 14 days of delivery. It must arrive unused and undamaged, in the packaging it came in, with every accessory included. Where the goods come back resaleable and the return is not caused by a fault or a mistake of ours, a restocking fee may apply.
- Items supplied to order (special orders, bespoke goods and cable cut to length) cannot be returned.
- Once supplied, software and licences cannot be returned; the same applies to cloud services after activation.
- You pay for return carriage, except where the goods prove faulty or the error was ours.
If you are buying for a business: faults
When goods bought for a business develop a fault, the claim is dealt with under whatever warranty covers that product, which we administer on your behalf as the supplier. Send [email protected] the order number and a short note of what has gone wrong; we will then raise an RMA.
If the fault is confirmed while the warranty period is running, we will then repair, replace or credit the item, choosing whichever we judge appropriate, and we pay for carriage in both directions.
Checking your delivery
It is worth checking each delivery as soon as it arrives. Damage, missing items or the wrong goods should be reported without unreasonable delay, within 48 hours of receipt if at all possible, and the reason is practical: a claim against the carrier is far easier to make while the evidence is fresh.
For a business buyer the 48 hours is a condition, and a claim for transit damage depends on notice within that time. For a consumer it is only a request, and a report made later has no effect on your statutory rights.
Returning goods, step by step
Start by emailing [email protected]: give your order number and a note of what you are sending back. We reply with the return address and, where it is a business return, an RMA number.
Pack the goods well enough to survive the journey, and ask for proof of postage when you send them. Until we receive them the goods are your responsibility, which is why we suggest sending anything of value by a tracked service.
Contacting us about a return
EURO CCTV LTD
Unit E2 Bx, Brent Cross Shopping Park, Tilling Road, London, NW2 1LS
Email: [email protected]
Phone: 0330 401 1003
If you feel a return has not been handled properly, please say so and we will reconsider it. A consumer may, in addition, be able to turn to alternative dispute resolution or to the courts, and nothing in this policy takes that option away.