Shipping policy
Last updated: 05/06/2024
This Shipping Policy applies to orders placed through this website
By placing an order, you agree to this Shipping Policy. Please read it carefully before purchasing.
Contact email: info@bearwatchcctv.com
1. Order processing
We aim to process and dispatch orders as quickly as reasonably possible.
Orders are usually processed during working days only, excluding weekends and bank holidays.
Processing times may vary depending on:
- stock availability;
- supplier availability;
- order checks;
- payment checks;
- fraud prevention checks;
- courier collection times;
- public holidays;
- high-demand periods;
- circumstances outside our control.
An order confirmation email confirms that we have received your order. It does not guarantee dispatch or acceptance of the order.
We reserve the right to cancel and refund an order before dispatch where necessary, including where an item is unavailable, incorrectly priced, incorrectly listed, or where the order appears fraudulent or suspicious.
2. Delivery areas
We currently deliver to addresses within the United Kingdom, unless stated otherwise at checkout.
We may refuse or cancel orders to addresses we cannot reasonably deliver to, including some remote locations, forwarding addresses, PO boxes, parcel lockers, hotels, temporary accommodation, freight forwarders or addresses that fail fraud checks.
If we are unable to deliver to your address after an order has been placed, we will contact you or cancel and refund the order.
3. Delivery services
Available delivery options will be shown at checkout where applicable.
Delivery services may include standard delivery, tracked delivery, express delivery or courier delivery.
The delivery method offered may depend on the product, order value, parcel size, weight, destination and courier availability.
We may choose the most suitable courier or delivery service for your order.
4. Delivery times
Delivery times shown on the website, checkout, order confirmation or courier tracking are estimates only unless we expressly state otherwise in writing.
We are not responsible for delays caused by couriers, weather, strikes, customs checks, public holidays, incorrect addresses, missed deliveries, failed delivery attempts, customer unavailability, or events outside our reasonable control.
For UK consumer orders, unless we agree a different delivery timeframe with you, we will deliver the goods without undue delay and within 30 days of the order being accepted, as required by UK distance selling rules. GOV.UK states that goods sold online should be delivered within 30 days unless otherwise agreed with the customer.
5. Dispatch confirmation and tracking
Where tracking is available, tracking details may be provided by email or through the courier.
Once your order has been dispatched, you should use the tracking information provided to monitor delivery.
It is the customer’s responsibility to ensure someone is available to receive the delivery or to follow the courier’s instructions for rearranging delivery.
6. Customer responsibility for address details
Customers are responsible for providing a complete and accurate delivery address at checkout.
Please check your delivery details carefully before placing an order.
We are not responsible for delays, failed deliveries, lost parcels or additional charges caused by incorrect, incomplete or outdated delivery information provided by the customer.
If an order is returned to us because of an incorrect address, failed delivery, refusal, non-collection, or customer unavailability, we may deduct the original delivery cost, return delivery cost, courier charges or reasonable administration costs from any refund, where permitted by law.
7. Missed deliveries and non-collection
If a courier attempts delivery and you are not available, the courier may leave a card, send an email/text notification, attempt redelivery, deliver to a neighbour, deliver to a safe place, or take the parcel to a collection point.
You are responsible for following the courier’s instructions and collecting or rearranging delivery within the courier’s required timeframe.
If a parcel is returned to us because it was not collected, refused, or delivery could not be completed due to customer action or inaction, we may charge for redelivery or deduct reasonable delivery related costs from any refund, where permitted by law.
8. Safe place, neighbour and nominated delivery options
If you ask the courier to leave your parcel in a safe place, with a neighbour, concierge, reception, parcel shop, collection point or any other nominated location, this is at your own risk where permitted by law.
For consumer orders, the seller generally remains responsible until the consumer, or someone nominated by the consumer, receives the goods. Business Companion guidance explains that the trader remains responsible until the consumer, or someone nominated by the consumer, takes possession of the goods.
If you nominate a safe place, neighbour, concierge, reception, collection point or alternative recipient, we may treat delivery to that nominated person or location as completed, where permitted by law.
9. Delivery to businesses, commercial premises and shared addresses
Where delivery is made to a business, workplace, commercial premises, apartment block, reception, concierge, site office, shared building, hotel or similar location, delivery may be completed when the parcel is accepted at that location by reception, staff, security, concierge, building management or another person reasonably appearing to accept delivery.
Customers are responsible for collecting the parcel internally after delivery has been completed at the address.
10. Damaged parcels
You must inspect the parcel and goods as soon as reasonably possible after delivery.
If the parcel or product arrives damaged, you must contact us as soon as possible at:
Please provide:
- your order number;
- photographs of the outer packaging;
- photographs of the shipping label;
- photographs of the product box;
- photographs of the factory seal;
- photographs of the damaged item;
- photographs of all contents received.
You must keep all packaging and contents until the issue has been resolved.
Do not install, power, configure, pair, mark, modify or use any product that has arrived damaged or appears to have been damaged in transit.
11. Missing, incorrect or tampered parcels
If your order is missing items, incorrect, visibly tampered with, or the factory seal appears broken on arrival, you must contact us as soon as possible at:
Please provide photographs of the parcel, shipping label, product box, seal and all contents received.
You must not install, use, configure, pair or modify any incorrect or tampered item.
Using or installing an item after discovering, or after you should reasonably have discovered, that it is incorrect, damaged or tampered with may affect the remedy available.
12. Lost parcels
If tracking shows that a parcel has not been delivered within the expected timeframe, contact us and we will investigate with the courier.
Courier investigations can take time. We may need to wait for the courier to complete its investigation before issuing a replacement or refund, unless the law requires otherwise.
If a parcel is confirmed as lost in transit before delivery to you or your nominated recipient, we will arrange a suitable remedy, which may include replacement or refund.
13. Parcels marked as delivered
If tracking shows that a parcel has been delivered but you have not received it, you must contact us as soon as possible.
You should also check:
- other people at the address;
- reception or concierge;
- neighbours;
- safe places;
- parcel shops or collection points;
- courier delivery photographs or GPS information, if available.
We may ask the courier to investigate. We may also request a signed statement from you confirming non receipt.
False claims of non receipt may be treated as fraud and may be reported to the courier, payment provider or relevant authorities.
14. High value orders
For high value orders, we may use tracked, signed for or insured delivery.
We may also carry out additional checks before dispatch, including payment checks, address checks or fraud prevention checks.
We may refuse to ship to alternative addresses, forwarding addresses, temporary addresses, hotels, PO boxes, parcel lockers or addresses that do not match payment or fraud check information.
15. Delivery charges
Delivery charges are shown at checkout where applicable.
Delivery charges may vary depending on order value, parcel size, weight, destination and delivery service selected.
If an order is cancelled before dispatch, we will refund any delivery charge paid.
If a consumer validly cancels an online order after delivery under their legal cancellation rights, we will refund the standard outbound delivery cost where required by law. If you selected a more expensive delivery method than the standard option, we only need to refund the cost of the least expensive standard delivery option offered. GOV.UK confirms that standard delivery must be refunded in eligible online returns, but not the extra cost of a more expensive delivery option.
16. Failed delivery due to customer fault
If delivery fails because the customer provided incorrect information, refused delivery, failed to collect the parcel, failed to rearrange delivery, or was unavailable after reasonable courier attempts, we may deduct or charge reasonable costs caused by the failed delivery, where permitted by law.
These costs may include:
- original delivery cost;
- return-to-sender cost;
- redelivery cost;
- courier storage charges;
- reasonable administration costs.
17. Business customers
For business customers, delivery times are estimates only unless expressly agreed in writing.
Risk in the goods passes to the business customer when the goods are delivered to the delivery address, accepted by any person at that address, left in accordance with courier instructions, or collected by the customer or their nominated carrier.
Business customers are responsible for ensuring that the delivery address is suitable, secure and attended.
18. Pre-orders, backorders and supplier direct items
Some products may be supplied on a pre-order, backorder or supplier direct basis.
Where this applies, estimated delivery dates are approximate and may change due to supplier availability, manufacturer delays, courier delays or circumstances outside our control.
If there is a significant delay, we will contact you where required.
19. Installation and delivery are separate
Unless expressly stated in writing, delivery of supply-only products does not include installation, configuration, setup, cabling, fitting, mounting, system design or compatibility checking.
Delivery only means delivery of the goods purchased.
20. Contact us about shipping
For shipping questions, contact:
Hik Guru
Email: info@bearwatchcctv.com
Telephone: 0800 599 9535 WhatsApp: 07541 889 864