Refund policy

Last updated: 05/05/2024

This Return & Refund Policy applies to purchases made from www.hik-guru,co.uk/Hik Guru/Bear Watch CCTV LTD through this website.

By placing an order, you agree to this Return & Refund Policy. Please read it carefully before purchasing. If you are unsure whether a product is suitable for your system, installation or intended use, please contact us before placing your order.

Contact email: info@bearwatchcctv.com

1. Important notice before ordering

Hik Guru sells CCTV, security, networking and related products, including Hikvision equipment.

Unless clearly stated otherwise, products purchased from this website are sold on a supply only basis. This means installation, configuration, setup, compatibility checking, remote support, cabling, brackets and fitting are not included.

Customers are responsible for checking that the product they order is correct and suitable for their intended use before placing an order.

This includes checking, where relevant:

  • model number;
  • camera type;
  • lens size;
  • resolution;
  • recorder compatibility;
  • PoE/power requirements;
  • mounting requirements;
  • storage requirements;
  • app/account compatibility;
  • firmware or feature compatibility;
  • whether installation accessories are included.

If you are unsure, you must contact us before ordering.

2. No goodwill returns outside your legal rights

We do not offer goodwill returns, exchanges or refunds simply because a customer has ordered the wrong product, changed their mind outside the legal cancellation period, found the item cheaper elsewhere, no longer needs the item, or failed to check compatibility.

This does not affect your statutory rights.

3. Consumer cancellation rights

This section applies to UK consumers buying online.

If you are a consumer, you usually have the legal right to cancel your order within 14 days after the day you receive the goods. You do not need to give a reason. GOV.UK confirms that online customers have a limited right to cancel and must usually tell the seller within 14 days of receiving the item.

To cancel, you must email us at:

info@bearwatchcctv.com

You must clearly state:

  • your name;
  • order number;
  • the item you wish to return;
  • that you wish to cancel your order.

After you tell us you wish to cancel, you then have a further 14 days to return the goods to us. GOV.UK confirms that customers have another 14 days to return the item once they have notified the seller of cancellation.

4. Condition of returned goods

Returned goods must be returned with all original packaging, accessories, manuals, screws, templates, protective films, labels, serial numbers, security seals and any included parts.

For change-of-mind returns, goods should be returned in brand new, unused, complete and resaleable condition.

All applicable Hikvision products are supplied with a factory Hikvision seal. Customers should not break the factory seal, open, install, configure, pair, update, mark, damage or use the product unless they are sure they intend to keep it.

If the goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make a deduction from any refund to reflect the reduction in value. Business Companion guidance explains that traders can deduct an amount where the consumer has diminished the value of goods by handling them beyond what would reasonably be allowed in a shop.

Examples of handling or use that may reduce the refund include, but are not limited to:

  • breaking or removing the factory seal;
  • opening sealed product packaging;
  • removing protective films;
  • powering the product;
  • installing or attempting to install the product;
  • fitting the product to a wall, ceiling, bracket or junction box;
  • inserting or removing screws in a way that marks the product;
  • pairing the product to an app, account, recorder or system;
  • configuring the product;
  • updating or changing firmware;
  • scratching, marking or damaging the product;
  • missing accessories, screws, manuals, templates or packaging;
  • removing or damaging serial number labels;
  • returning the product dirty, marked or incomplete.

Depending on the condition of the returned goods, the deduction may be significant and may be up to the full value of the product.

This does not affect your statutory rights if the product is faulty, not as described, or otherwise does not meet the requirements of the Consumer Rights Act 2015.

5. Return postage costs

For change-of-mind returns, the customer is responsible for the cost of returning the goods to us.

We recommend using a tracked and insured delivery service.

The customer is responsible for the goods until they are safely received by us. We are not responsible for returns that are lost, damaged or delayed in transit.

If goods are faulty, damaged on arrival or incorrectly supplied, different rules may apply. See sections 8 and 9 below.

6. Refunds for cancelled consumer orders

Where a consumer validly cancels within the legal cancellation period and returns the goods, we will refund the price paid for the goods, subject to any lawful deduction for loss in value.

Where required by law, we will also refund the standard outbound delivery cost. If you selected a more expensive delivery method than the standard option, we will only refund the cost of the least expensive standard delivery option offered at the time of purchase.

Refunds will be made within 14 days of receiving the goods back or receiving evidence that the goods have been sent back, where applicable. GOV.UK states that refunds must usually be made within 14 days of receiving the item back, and the Consumer Contracts guidance also supports deductions for diminished value caused by unreasonable handling.

Refunds will be made using the original payment method unless otherwise agreed.

7. Restocking fees

We do not charge a standard restocking fee for consumer cancellation returns.

However, we may make a deduction from the refund where the goods have lost value due to handling, opening, installation, configuration, damage, missing parts or any use beyond what is necessary to inspect the goods.

For business customers, any return accepted by us is discretionary and may be subject to a restocking fee, inspection fee, delivery deduction, missing parts deduction, damage deduction or loss-in-value deduction.

8. Faulty goods

If you believe a product is faulty, you must contact us as soon as possible at:

info@bearwatchcctv.com

Please include:

  • your order number;
  • a clear description of the fault;
  • photographs or video evidence where possible;
  • details of how the product was installed, powered and used;
  • details of any recorder, PoE switch, network equipment or accessories used with it.

We may ask you to carry out reasonable troubleshooting steps or return the product for inspection.

A product will not be treated as faulty where the issue has been caused by:

  • incorrect installation;
  • incorrect power supply;
  • incorrect cabling;
  • water ingress caused by poor installation;
  • physical damage;
  • misuse or neglect;
  • unauthorised repair or modification;
  • incorrect configuration;
  • firmware changes carried out incorrectly;
  • use with incompatible third-party products;
  • failure to follow manufacturer instructions;
  • fair wear and tear.

Nothing in this policy affects your statutory rights.

9. Damaged, missing or incorrect items

You must inspect your order as soon as possible after delivery.

If an item arrives damaged, missing, incorrect or visibly tampered with, you must contact us as soon as possible at:

info@bearwatchcctv.com

You should provide photographs of:

  • the outer packaging;
  • the shipping label;
  • the product box;
  • the factory seal;
  • the damaged or incorrect item;
  • all contents received.

You must not install, use, configure, pair, modify or mark any item that you believe is damaged, incorrect or not as ordered.

Using or installing an item after discovering, or after you should reasonably have discovered, that it is incorrect, damaged or not as ordered may affect the remedy available.

10. Business customers

If you are buying wholly or mainly for business, trade, professional or commercial purposes, you are a business customer.

Business customers do not have automatic change-of-mind cancellation rights.

For business customers, all sales are final once dispatched unless the goods are faulty, not as described, incorrectly supplied, or we agree otherwise in writing.

Any business return accepted by us is at our discretion. We may require the goods to be unopened, unused, complete, undamaged and in brand new resaleable condition.

Any accepted business return may be subject to deductions for restocking, inspection, delivery, missing parts, damaged packaging, loss in value or payment processing costs.

11. Products not eligible for goodwill return

Unless required by law, we will not accept returns for:

  • products ordered incorrectly by the customer;
  • products that are incompatible with the customer’s existing system where compatibility was not confirmed by us in writing before purchase;
  • opened products outside the legal cancellation period;
  • installed or attempted-installed products;
  • configured or paired products;
  • products with broken factory seals outside the legal cancellation period;
  • products with missing accessories, manuals, screws, templates or packaging;
  • products that have been damaged, marked, scratched or modified;
  • products returned outside the required return period;
  • products purchased by business customers unless we agree otherwise in writing.

This does not affect your statutory rights where goods are faulty, not as described or incorrectly supplied.

12. Manufacturer warranty

Products may include a manufacturer warranty. Manufacturer warranties are separate from your statutory rights.

Warranty claims may require inspection, testing or return of the product.

The warranty does not cover faults caused by incorrect installation, misuse, damage, water ingress caused by poor installation, incorrect power supply, incompatible equipment, unauthorised modification, incorrect firmware changes, neglect or fair wear and tear.

For supply only products, we are not responsible for installation costs, removal costs, reinstallation costs, call out charges, loss of recordings, loss of data, loss of business or third party contractor charges unless required by law.

13. How to request a return

To request a return, email:

info@bearwatchcctv.com

Please include:

  • your full name;
  • order number;
  • product model;
  • reason for return;
  • whether the product is sealed or opened;
  • photographs of the product and packaging if requested.

Do not send goods back until we have provided return instructions.

Goods returned without contacting us first may be delayed or refused where permitted by law.

14. Return address

Returns should be sent to:

Bear Watch CCTV LTD, 4 Brandon Avenue, Manchester, M22 4BF, UK

The customer is responsible for ensuring the return is correctly addressed, securely packaged and sent using a suitable tracked and insured delivery service.

15. Your statutory rights

Nothing in this Return & Refund Policy limits or removes any rights you have under UK law.

If any part of this policy conflicts with your statutory rights, your statutory rights will apply.