Sales, Returns, Delivery and Privacy Policy

Last updated: 05/06/2024

These Terms of Service apply to all purchases made through this website. This website is operated by Bear Watch CCTV LTD, and using Hik Guru as it's trading name. Throughout the site, the terms “we”, “us” and “our” refer to Bear Watch CCTV LTD and respectively Hik Guru.

By accessing this website, placing an order, or ticking the agreement box at checkout or cart, you confirm that you have read, understood and agree to these Terms of Service. These Terms include our sales terms, delivery terms, cancellation and returns terms, warranty terms, privacy information and website terms.

If you do not agree to these Terms, you must not place an order.

1. Business information

Trading name: Hik Guru
Contact email: info@bearwatchcctv.com
Business address: 4 Brandon Ave, Manchester, M22 4BF, UK
Business registration number: 12076823 VAT number: Not currently VAT registered

2. Our products

We sell CCTV, security, networking and related equipment, including Hikvision products and accessories.

Unless clearly stated otherwise, products sold through this website are supply only. This means the price includes the product only and does not include installation, configuration, setup, remote support, training, cabling, brackets, accessories, site surveys or compatibility checks.

Customers are responsible for ensuring that any product they order is suitable for their intended use, existing system, recorder, network, power supply, mounting location and installation requirements.

If you are unsure whether a product is suitable, you must contact us before placing your order.

3. Product compatibility and customer responsibility

CCTV and security products can require specific compatibility with recorders, firmware versions, network settings, PoE switches, brackets, hard drives, mobile apps, monitors, cabling and installation environments.

By placing an order, you confirm that you have checked the product specification and are satisfied that the product is suitable for your intended use.

We are not responsible for a product being unsuitable where the customer has ordered the wrong item, failed to check compatibility, assumed compatibility, or failed to contact us before ordering.

Where we provide general advice before purchase, that advice is based on the information you give us. You are responsible for making sure the information you provide is complete and accurate.

4. Supply-only products and installation guarantee

Products purchased through this website on a supply only basis are not covered by Bear Watch CCTV LTD’s installation guarantee.

Any extended installation guarantee, including any 10 year installation guarantee, applies only where we have expressly supplied and installed a full system under a separate installation agreement.

Supply only products are covered only by the applicable product warranty or statutory rights.

5. Prices and payment

Prices are shown in pounds sterling.

We are not VAT registered unless stated otherwise. Therefore, no VAT invoice will be provided unless our VAT status changes.

We reserve the right to change prices at any time. Price changes do not affect orders that have already been accepted.

Payment must be received in full before goods are dispatched.

6. Order acceptance

After you place an order, you may receive an automatic confirmation email. This confirms that we have received your order, but it does not mean your order has been accepted.

We reserve the right to refuse or cancel an order before dispatch, including where:

• the product is unavailable;
• there has been a pricing or listing error;
• the order appears fraudulent or suspicious;
• the customer has provided incomplete or inaccurate details;
• the order appears to be placed for resale, misuse or unlawful purposes;
• we are unable to deliver to the address provided.

If we cancel an order before dispatch after payment has been taken, we will refund the amount paid.

7. Delivery

We aim to dispatch orders as quickly as reasonably possible, but delivery times are estimates only and are not guaranteed unless expressly stated.

Delivery will be made to the address provided at checkout. Customers are responsible for ensuring that the delivery address is complete and accurate.

Risk in the goods passes to the customer when the goods are delivered to the customer, a nominated recipient, a nominated safe place, or any person reasonably appearing to accept delivery at the delivery address.

For consumer orders, legal rights regarding delivery are not affected.

8. 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 and 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 or modify any product 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 or damaged may affect the remedy available.

9. Change-of-mind returns for UK consumers

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.

This is the minimum cancellation period required by UK distance selling rules. GOV.UK says customers buying online must be told they can cancel up to 14 days after delivery, and the Consumer Contracts guidance also refers to refund timeframes after return or cancellation.

To cancel, you must email us at info@bearwatchcctv.com within the 14-day cancellation period.

After telling us you wish to cancel, you must return the goods to us without undue delay and no later than 14 days after telling us you wish to cancel.

10. Condition of returned goods

Returned goods must be sent back with all original packaging, accessories, manuals, screws, templates, seals, labels, protective films and any included parts.

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

All Hikvision products are supplied with a factory seal where applicable. Breaking the factory seal, opening the product box, removing protective packaging, installing the product, powering the product, configuring the product, pairing the product to an account, updating firmware, marking the product, scratching the product, removing serial labels, or missing accessories may reduce the value of the goods.

Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make a deduction from the refund to reflect the reduction in value. Depending on the condition of the returned goods, this deduction may be significant and may be up to the full value of the product.

This does not affect your statutory rights if goods are faulty, not as described, or otherwise do not comply with the contract.

11. 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 returned goods that are lost, damaged or delayed in transit.

12. Refunds for change-of-mind returns

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 option, we will only refund the cost of the least expensive standard delivery option offered at the time of purchase.

We may withhold the refund until we have received the goods back or until you provide evidence that the goods have been sent back, whichever is earlier, where applicable.

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

13. No goodwill returns beyond legal rights

We do not offer goodwill returns, exchanges or refunds outside the legal cancellation period unless we agree otherwise in writing.

Customers must make sure they have selected the correct product before placing an order.

If you are unsure which product you need, you must contact us before ordering.

14. 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 the same change-of-mind cancellation rights as consumers.

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

We may, at our discretion, agree to accept a business return, but we are not required to do so unless required by law. Any agreed business return may be subject to conditions, inspection, restocking charges, delivery deductions and the goods being unopened, unused and in brand new resaleable condition.

15. Faulty goods and statutory rights

Nothing in these Terms limits or excludes your statutory rights.

Under the Consumer Rights Act 2015, goods supplied to consumers must be of satisfactory quality, fit for purpose and as described. The Act treats these as terms included in consumer goods contracts.

If you believe a product is faulty, you must contact us as soon as possible with your order number, a clear description of the issue, photographs or video evidence where relevant, and details of how the product has been installed or used.

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.

16. Manufacturer warranty

Products may be supplied with a manufacturer warranty. The manufacturer warranty is in addition to, and does not replace, any statutory rights you may have.

Warranty terms, periods and processes may vary by product and manufacturer.

Where a product needs to be inspected, repaired or replaced under warranty, you may be required to return it for testing.

We are not responsible for labour costs, installation costs, removal costs, reinstallation costs, loss of footage, loss of data, loss of business, loss of profits, or consequential losses arising from a supply-only product unless required by law.

17. Installation, setup and support

Unless expressly purchased separately, installation and setup are not included.

Supply-only customers are responsible for fitting, wiring, configuring and maintaining their products.

Any support we provide is discretionary unless expressly included in the product or order. We may refuse support where a product has been installed incorrectly, modified, used with incompatible equipment, or where the customer requires installation-level assistance for a supply-only purchase.

18. CCTV legal compliance

Customers are responsible for ensuring that any CCTV or security equipment is installed and used lawfully.

This includes considering privacy, signage, audio recording, positioning of cameras, neighbouring properties, public areas, data protection obligations and any rules that apply to domestic or commercial CCTV use.

We are not responsible for how customers install, position, configure or use supply-only CCTV products.

19. Product images, descriptions and specifications

We try to ensure product descriptions, specifications, images and prices are accurate. However, minor variations may occur.

Product images are for illustration only. Packaging, firmware, accessories, branding, product appearance and specifications may vary depending on manufacturer updates or stock version.

Customers must check the product title, model number, specification and compatibility before ordering.

If you require a specific feature, bracket, firmware capability, lens size, storage feature, audio feature or compatibility, you must contact us before ordering.

20. Errors and availability

We reserve the right to correct errors, inaccuracies or omissions at any time.

If a product is listed with an incorrect price, incorrect description, incorrect specification or incorrect availability, we may cancel the order and refund you.

We are not obliged to supply goods at an incorrect price where the pricing error is obvious or could reasonably have been recognised as an error.

21. Use of products

You must not use products purchased from us for unlawful purposes.

You are responsible for ensuring that installation and use of any product complies with all applicable laws, regulations, building requirements, electrical safety requirements, data protection rules and manufacturer instructions.

22. Limitation of liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, faulty goods, goods not as described, or any other liability that cannot legally be excluded.

GOV.UK guidance on unfair contract terms makes clear that traders cannot enforce terms that try to avoid responsibility for faulty goods or goods not as described.

Subject to the above, for supply-only purchases, we are not liable for indirect losses, consequential losses, loss of profit, loss of business, loss of opportunity, loss of data, loss of recordings, installation costs, removal costs, reinstallation costs, call-out charges, or third-party contractor charges.

For business customers, our total liability is limited to the price paid for the product giving rise to the claim, except where the law does not allow such a limit.

23. Privacy and personal information

We collect and use personal information to process orders, take payment, deliver products, respond to enquiries, manage customer service, prevent fraud, comply with legal obligations and operate our website.

Personal information may include your name, email address, phone number, billing address, delivery address, order details, payment status, IP address and communications with us.

Payments are processed by third-party payment providers. We do not store full card details.

We may share personal information with service providers where necessary, including Shopify, payment processors, delivery companies, IT providers, fraud prevention tools and professional advisers.

We will only use your personal information where we have a lawful basis to do so, such as contract performance, legal obligation, legitimate interests or consent where required.

The ICO says organisations must provide people with privacy information including who they are, how they can be contacted, the lawful basis for processing and other required information under UK GDPR.

Customers have legal rights over their personal information, which may include the right to access, correct, delete, restrict or object to certain processing, subject to legal limits.

To contact us about personal data, email info@bearwatchcctv.com.

24. Marketing

We will only send marketing emails where we are permitted to do so.

You can unsubscribe from marketing emails at any time by using the unsubscribe link or contacting us.

We may still send service emails relating to your order, delivery, account, support request or legal notices.

25. Cookies and website tracking

Our website may use cookies and similar technologies to operate the store, remember preferences, analyse website performance, support advertising and improve customer experience.

Some cookies are necessary for the website to function. Other cookies may require consent depending on their purpose.

You can manage cookies through your browser settings or any cookie banner/settings tool provided on our website.

26. Third-party services

Our store is hosted by Shopify. We may also use third-party services for payments, shipping, analytics, email, marketing, fraud prevention and customer support.

Third-party providers may process your information according to their own terms and privacy policies.

We are not responsible for third-party websites linked from our website.

27. Reviews, comments and user content

If you submit reviews, comments, photographs, videos or feedback, you grant us permission to use, reproduce and display that content for business, marketing and website purposes, unless you tell us otherwise in writing.

You must not submit unlawful, abusive, false, misleading, defamatory or infringing content.

We may remove or refuse to publish content at our discretion.

28. Changes to these Terms

We may update these Terms from time to time.

The version that applies to your order is the version in force at the time you place your order.

Continued use of the website after changes are posted means you accept the updated Terms.

29. Governing law

These Terms are governed by the laws of England and Wales.

If you are a consumer, you may have rights to bring a claim in the part of the UK where you live.

30. Contact

Questions about these Terms should be sent to:

Hik Guru
Email: info@bearwatchcctv.com

Telephone: 0800 599 9535

WhatsApp: 07541 889 864

Address: 4 Brandon Ave, Manchester, M22 4BF, UK