CCTV Empire Ltd aims to always provide high quality Goods that are fault free and undamaged. On occasion however, goods may need to be returned.
Please note that the cutting or removal of camera cables or modifying the product beyond its original design will invalidate your warranty - spraying your device an alternative colour excludes you from the advanced replacement option and would require a direct repair which may take upto 10 weeks
All Goods are warrantied for a minimum of 12 months unless stated otherwise on the product - Excludes clearance products which are 90 days unless stated on the purchasing page.
As an authorised Hikvision reseller / sub distributor and retailer we are backed up by our UK distribution partners with the following Hikvision warranties.
After 3 months from shipment date CCTV Empire as a way of speeding up the repair process, reserve the right to replace your faulty unit with a refurbished or reconditioned product which will carry the remainder of the warranty period. This replacement will be of same or better specification.
Hikvision cctv cameras carry 3yrs as standard unless stated otherwise .
Hikvision recorders carry 3yrs as standard unless stated otherwise .
Hikvision Access Control carry 2yr as standard unless stated otherwise .
Please note - it can take upto 28 days for returns to be processed, repaired & returned to yourself unless the product qualifies for advance replacement.
Please also note that items specially ordered (items with a lead time) are unable to be refunded - these items will only be repaired/credited
To arrange a return please go here
Returns are governed by these Terms and Conditions.
1.0 All goods must be checked on delivery, any damages or discrepancies must be reported within 48 hours to ensure they can be rectified.
1.1 If the Purchaser receives Goods which do not match those ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, the Purchaser should contact us within 7 days to arrange collection and return. CCTV Empire Ltd is responsible for paying shipment costs. The Purchaser will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used when the Goods were purchased. Refunds and replacements will be issued upon our receipt of the returned Goods.
1.2 If any Goods purchased have faults when they are delivered, the Purchaser should contact CCTV Empire Ltd within 30 days to arrange a return. CCTV Empire Ltd is responsible for paying shipment costs upto a maximum of £10. Goods must be returned in their original condition with all packaging and documentation. Upon receipt of the returned Goods, the price of the Goods, as paid, will be refunded through the payment method used when the Goods were purchased.
1.3 If any Goods develop faults within their warranty period, the Purchaser is entitled to a repair or replacement under the terms of that warranty - For the first 3 Months CCTV Empire will produce a pre paid postage label for return, after this period the customer must pay return postage. If no faults are found then return carriage will be charged to the customer.
1.3b After 3 months from shipment date CCTV Empire, as a way of speeding up the repair process, reserve the right to replace your faulty unit with a refurbished or reconditioned product which will carry the remainder of the warranty period. This replacement will be of same or better specification.
1.4 If Goods are damaged in transit and the damage is apparent on delivery, the Purchaser should sign the delivery note to the effect that the goods have been damaged. In any event, such damage should be reported to CCTV Empire Ltd within 7 days and arrange a return. CCTV Empire Ltd is responsible for paying shipment costs. Upon receipt of the returned Goods, the price of the Goods, as paid, will be refunded through the payment method used when the Goods were purchased.
1.5 If the Goods have been dispatched or have reached you, but the Purchaser decides that they are no longer required, the Goods can be returned to CCTV Empire Ltd within 14 days of receipt (items with a lead time are specially ordered and are therefore excluded from this guarantee)(orders sold as part of a kit cannot be returned individually under this guarantee). Goods can only be returned for this reason if their packaging remains unopened and the Goods can be re-sold, as new, without any additional work on the part of CCTV Empire Ltd. The Purchaser is responsible for paying shipment costs if Goods are returned for this reason. Goods returned as unwanted/no longer required not in an unopened state will be subject to a 20% restocking fee.
1.6 If you wish to return Goods to CCTV Empire Ltd for any of the above reasons, please request a Returns Mechandise Authorisation by logging into your account and selecting this from the left hand side of the myaccount section.
1.7 CCTV Empire Ltd reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be taken into account in the exercise of this discretion include, but are not limited to:
1.7.1 Any use or enjoyment that you may have already had out of the Goods;
1.7.2 Any characteristics of the Goods which may cause them to deteriorate or expire rapidly;
1.7.3 The fact that the Goods consist of audio or video recordings or computer software and that the packaging has been opened;
1.7.4 Any discounts that may have formed part of the purchase price of the Goods to reflect any lack of quality made known to the Customer at the time of purchase.
Such discretion to be exercised only within the confines of the law.
To arrange a return please go here