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Returns & exchange information

Returns Information

Under the EU Consumer rights directive you have 14 days to cancel your contract with us. This excludes products made to the consumer’s specifications which cannot be returned or resold.

Return(s) costs are not refunded and goods must be received in the original, new, boxed, & unused resalable state otherwise will be rejected. All accessories, manuals, CD’s, cables etc. must be included and in the original unopened packaging. We reserve the right to deduct an amount of the cost to to replace any such missing items plus a surcharge to cover costs.
You must send back the goods immediately, but in any event no later than fourteen (14) days from the date on which you inform us about the cancellation. You may have to pay for any diminished value of goods if this diminished value is due to improper handling on your behalf while ascertaining the nature, characteristics and functioning of the goods.

You must ensure that the returned goods are adequately packaged and take reasonable care of the goods whilst they are in your possession. We are entitled to pursue a claim and/or make a deduction against you if you fail to take reasonable care of returned goods. If you do not return the goods to us we are entitled to charge you for the cost of their recovery. 


Unless otherwise stated, goods are guaranteed free from defect caused by faulty materials or workmanship for a period of twelve months from the date of purchase. Semiconductors, IR LED's and other sensitive devices are not given a guarantee. Goods must be returned to us (RTB: return to base). The customer must pay for the transport of the goods to us. We should be notified promptly in writing or by email or telephone upon discovery of faulty goods. Guarantee claims must be made within 12 months from the date of despatch and accompanied by proof of purchase (delivery note or invoice) and details of the nature of the defect. We reserve the right to inspect, test and assess the goods to confirm that the alleged defect has not been caused by other factors than faulty materials or workmanship, such as neglect, misuse, storage method, wrong installation, wrongful handling, testing, or repair, by alteration or accident. 

We are not liable under this Guarantee if  (i) The full retail price has not been paid for the goods (ii) Defects arising from fair wear and tear, wilful damage, negligence, misuse, repairs without our approval, (iii) using the goods in an unsuitable way.
The guarantee shall not be affected by and no obligation or liability shall result from providing technical advice or service in connection with your order for the Goods. Our liability under the Guarantee shall be limited to replacing, repairing or issuing credit-notes.

HIKVISION (Hikvision Branded only) Products:

Hikvsion NVRs 36 Months
Hikvsion DVRs 36 Months
Hikvsion IR Cameras 36 Months
Hikvsion Non IR Cameras 36 Months
Hikvsion PTZ Cameras 24 Months
Hikvsion Storage Devices 24 Months

HiLOOK Branded Products:

All HiLook branded Products 12 Months

EZVIZ Branded Products:

All EZVIZ branded Products 12 Months

Pyronix Branded Products:

All Pyronix Products 12 Months

ALL other products not listed above

All other products 12 Months

Warranty Returns Procedure

If the product fails during normal and proper use within the warranty period, Netview CCTV Ltd will, at its discretion, repair or replace the defective parts within the product, or the product itself, with items that are functionally equivalent to that as originally supplied, or better, during the warranty period defined for the model, using new or refurbished parts or units. If the product is under warranty, the ownership of the replaced defective parts will automatically be transferred to Netview CCTV ltd. All products repaired or replaced will be under warranty for the remaining period of the original warranty from the original date of purchase.

Firstly contact technical support by email [email protected] for fault analysis and / or to obtain JOB NUMBER for RMA allocation. 

Download and fully complete an RMA form on our website or request one by email from [email protected] 
Place the fully completed & signed RMA form and a copy of your receipt with the item being returned. 
We recommend that you use registered post or courier and ensure there is adequate insurance to cover the cost of the goods. 

We will NOT accept any returns without an RMA form completed and the RMA number clearly visible on the packaging (without  writing on the item packaging itself) Please make sure that your parcel is sufficiently packaged/protected as we will not be held responsible for received damaged goods. If the RMA number is not visible our warehouse will refuse to take delivery & the package will be returned to you.

Returned merchandise should be in the original as new condition in original packaging along with all documentation and accessories originally included.
We reserve the right to refuse the return, or make a deduction from any refund, at our discretion should this not be the case.

Exchange Policy

Netview CCTV Ltd does not exchange Products. If you wish to exchange a Product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy above with 14 days of receipt.