Returns, Refunds, Warranty & Support Policy

1. Cooling-Off Period (Distance Sales)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to request a return within 14 calendar days from the date of delivery.

• The return period starts from the day you receive the goods, not dispatch.

• You must notify us within this period to initiate a return.

• Proof of delivery date may be required.

2. Condition of Returned Goods

Returned items should be in a condition suitable for resale and should include:

• Original retail packaging and internal packing

• All accessories, cables, screws, mounts and manuals

• Protective inserts and small components

• Serial labels intact

Removal of protective films or packaging for inspection is acceptable.

However, where items are returned with:

• Missing or damaged packaging

• Visible marks, scratches, or signs of use

• Missing components

we reserve the right to apply a deduction reflecting the reduction in resale value, in accordance with Regulation 34(9) of the Consumer Contracts Regulations 2013.

3. Diminished Value

You are responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Where items cannot be resold as new, they may be classified as open-box, and a partial refund will be issued based on the reduced resale value.

4. Restricted Return Items

The following items are subject to stricter return conditions:

Cameras and Lenses

Due to their precision and sensitivity, cameras and lenses are not eligible for return once used beyond initial inspection, except in cases of verified manufacturer fault on arrival.

5. Custom and Built-to-Order Products

Products that are built, configured, or customised to your specification (including custom-built PCs and configured systems) are not eligible for return or refund once assembly or configuration has commenced.

Where a return is exceptionally accepted, we reserve the right to deduct costs associated with configuration, assembly, and loss of resale value.

6. External Supplier Products

Some products (such as PCs, monitors, or accessories) may be supplied via third-party vendors.

Returns for such items will be assessed in line with both:

• Our policy, and

• The applicable supplier’s return conditions

We will assist in facilitating these returns where possible.

7. Non-Refundable Fees

The following are non-refundable:

• Installation and service fees once delivered or commenced

• Technical support sessions

• Delivery charges beyond standard shipping

8. Refund Process

• Refunds are processed after inspection of returned goods

• Approved refunds will be issued within 14 days of receiving the returned items or proof of return

• Deductions may apply where condition is below resale standard

9. Return Shipping

• You are responsible for returning items safely and securely

• We recommend tracked and insured delivery

• If items are faulty on arrival, return costs may be covered

10. Warranty

• Lighting and cameras: 14-day replacement for non-human damage

• Followed by 12-month manufacturer warranty

Warranty excludes:

• Accidental damage

• Misuse or improper setup

• Liquid ingress

• Unauthorised modification

11. Technical Support

• Includes 2 weeks consultation + 1 remote session

• Additional support: £50/hour (minimum 1 hour)

Free support becomes void if:

• Equipment is moved, altered, or reconfigured without guidance

12. Installation & Travel Charges

On-site setup charges are based on location. Full details below:

13. General

We reserve the right to assess all returns on a case-by-case basis to ensure compliance with applicable regulations and fair usage of our return policy.