Scope of this policy
This document explains how CCTV Traders deals with the return of goods it has supplied, and when a refund becomes due. It should be read alongside our Terms & Conditions.
Which sections apply depends on the capacity in which you buy. A purchase made by an individual for purposes outside any trade, business or profession is a consumer purchase, and the retail sections below set out the statutory rights that come with it; neither this document nor our Terms can reduce those rights. A purchase made for a business, including through a trade account, is governed by the business sections.
Retail customers: the 14-day cancellation right
A consumer buying at a distance may cancel within 14 days without giving a reason. The cancellation period is counted from the day after delivery of the goods, whether to you or to someone you have nominated to accept them. For an order delivered in instalments, the count starts on the day following receipt of the last instalment.
A consumer may also cancel at any time between ordering and delivery.
Retail customers: giving notice
A cancellation can be sent to [email protected] or posted to London, and must state your decision clearly within the 14-day period. Please quote the order number so that we can locate the order promptly; a cancellation without it remains valid.
The statutory model form is reproduced below; its use is optional:
- To CCTV Traders, London, [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:
Retail customers: returning goods
Having cancelled, you must return the goods within 14 days of your notice. Return costs are payable by you, unless the goods are faulty, were damaged in transit or are not as described; those costs we meet ourselves.
You are entitled to inspect the goods, but only to the degree you could in a retail setting. Handling that goes further than establishing their nature, characteristics and functioning may result in a deduction for any loss in value.
Retail customers: refunds
We will refund you within 14 days of receiving either the returned goods or your proof of postage, whichever reaches us first. The refund is made to the original payment method, at no charge to you.
The refund comprises the goods’ price and delivery at our standard rate. Where you chose a faster or dearer service, we refund the standard delivery charge and not the difference.
Consumers cancelling within the 14 days pay no restocking fee.
Retail customers: goods excluded from cancellation
Under the Regulations, the cancellation right does not extend to:
- Bespoke or personalised goods, including cable cut to a stated length and equipment set up or programmed to the customer’s order.
- Sealed goods which, once unsealed, cannot be returned because of health protection or hygiene concerns.
- Software and audio or video recordings delivered sealed, if unsealed after delivery.
- Goods that, by their nature, cannot be separated from other items once mixed with them after delivery.
Retail customers: faulty or misdescribed goods
Under the Consumer Rights Act 2015, goods supplied to a consumer must be of satisfactory quality, fit for purpose and as described. These rights are independent of the right to cancel within 14 days, and additional to it.
Where goods are faulty, the short-term right to reject applies for 30 days from delivery and entitles you to a full refund. Beyond 30 days, you are entitled to a repair or a replacement; should that fail or prove impossible, you may then choose between a price reduction and a final refund. A rejection made within six months of delivery attracts a final refund paid in full, while a later rejection may be subject to a deduction to take account of use. A fault appearing within half a year of delivery is presumed, unless we demonstrate otherwise, to have been present when the goods were delivered; for later faults, you may be asked to prove it existed at that point.
We bear the cost of returning faulty, damaged or misdescribed goods: on request to [email protected], we will either collect them or repay reasonable postage costs.
Trade and business returns
Business purchases, including trade account orders, carry no statutory cancellation right. Any return of a business purchase is accepted at our discretion and on the terms set out here.
Before anything is sent, please request an RMA number at [email protected]. A consignment arriving without one may be refused.
An approved return is due within 14 days of delivery to you. Goods must come back unused, undamaged and complete, in their original packaging. If goods come back in resaleable condition and the return does not arise from a fault or a mistake by us, a restocking fee may be applied.
- We cannot accept the return of special-order or bespoke items, or of cable cut to length.
- Software and licences are non-returnable after supply, and cloud services after activation.
- Return carriage is charged to you, other than on faulty goods or where we were at fault.
Trade and business buyers: faulty goods
A fault on goods bought for business use is dealt with under the product’s applicable warranty, which we manage on your behalf as supplier. To open a claim, please provide your order number and details of the fault by email to [email protected]; an RMA will then be issued.
Once a fault is confirmed within warranty, our remedy is to repair, replace or credit the goods, at our election; carriage costs in both directions are ours.
Damaged, incorrect or incomplete deliveries
Please inspect every consignment on arrival. Any damage, missing goods or incorrect items should be reported to us promptly, and within 48 hours of receipt wherever possible, to allow a carrier claim while the evidence remains available.
Trade and business buyers must notify us inside 48 hours of receipt, and a transit-damage claim is accepted only on that condition. For consumers, the 48-hour period is a request, and statutory rights are not affected by a later report.
Arranging a return
To arrange a return, write to [email protected], giving the order number and listing the items concerned. Our reply will state the return address and, where the buyer is a business, an RMA number.
Goods should be packed to arrive undamaged, and you should obtain proof of postage. They remain your responsibility until received by us, so a tracked service is advisable for items of value.
Returns enquiries
CCTV Traders
London
Email: [email protected]
07337 904197
Should you disagree with a returns decision, please raise it with us and it will be reconsidered. Consumers retain any right to use alternative dispute resolution or the courts, which this policy leaves in place.