Our Returns and Refunds Policy:
We hope that you are 100% Happy with your order, however, if there is an issue we’ve outlined some steps below to help...
Returns and Refunds Policy
We want you to be completely satisfied with your order, but if there’s an issue, we’ve outlined the steps below to assist you.
We’re always here to help resolve any problems that may arise. Please contact us by email at sales@bcedirect.co.uk. As a small, independent, family-run business, we take great pride in our customer service. Our business hours are 9 am – 5 pm on weekdays.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 14 days of receipt to arrange a return and replacement.
Please note: An item is not considered faulty if you placed an order for an incorrect or incompatible product.
Faulty items will receive a return label to return the product. Once we receive and inspect the item (this can take a couple of days), we’ll dispatch a replacement via next-day delivery.
If the item is not found to be faulty upon inspection, our standard returns process will apply, or the item can be returned to you at your cost.
Please Note: Items cannot be deemed defective if the issue arises due to customer actions or incorrect installation (e.g. forgotten passwords or user errors).
Change of Mind or Incorrect Orders
If you’ve changed your mind or ordered the wrong item, don’t worry! Contact us within 14 days to arrange a return.
Returns will be arranged through DPD courier at a cost of £8.99, which will be deducted from your refund.
A 10% restocking fee will also be deducted from the refund total (excluding delivery). This fee helps cover repackaging and labour costs incurred during the return process.
Conditions for Returns:
Items must be unused, in the same condition as received, and returned in the original packaging, with seals intact.
If items are returned in an unsatisfactory condition (e.g., damaged during installation by the customer), we reserve the right to deduct up to 40% of the final selling price. Photos of the damage will be provided upon request.
Non-Refundable Items:
HIKVISION, DAHUA and UNV equipment with broken seals will not be accepted for return, as these are classified as used by the manufacturers and are security products that could have been tampered with.
Important Notes:
Serial numbers on electronic equipment will be verified against our records to prevent fraud.
Original shipping costs are non-refundable, unless the order was lost in transit.
Refund Process
Refunds will be processed through the original payment method unless you prefer a credit note. Please allow 72 hours from receipt of the returned item for the refund to be processed.
Most refunds are completed within 24 hours, but certain providers (e.g., PayPal credit or e-cheques) may take longer.
We’ll send you an email confirmation once your refund has been authorised. If there are delays, we recommend contacting your bank or payment provider directly.
Additional Notes
We are not responsible for any external labour costs incurred by the customer, especially if the fault arises from incorrect installation or user actions (e.g., forgotten passwords).
We’re committed to providing a positive shopping experience and resolving any issues that may arise. As a small business, we strive to ensure our policies are clear and fair, while also balancing the practical challenges involved in handling returns.
Warranty Terms and Conditions
Original Purchaser Only:
This warranty applies solely to the original purchaser of the product.
Return to Base Service:
Warranty repairs are carried out on a “return to base” basis. The customer is responsible for return postage costs and delivery charges if the item is returned more than 30 days after purchase. Items will be returned to a UK based Hikvision distributor for an independent evaluation.
Repaired Units:
The warranty period for repaired units continues from the original purchase date. No additional warranty is provided for repairs or replacement units.
Serial Number Requirement:
The serial number, UK number, or R number for the defective unit must be provided. The warranty will be void if this number is missing or illegible. Additionally, the SN must match the original product purchased.
Replacement Model:
Replacement units will be the same model as the original, or an upgraded version if the original model is unavailable. Replacements may be either new or reconditioned, depending on stock availability.
Packaging:
All returns must be securely packaged to prevent damage during transit. BCE Direct will not be held liable for any shipping damage.
Data Responsibility:
Customers must back up and remove all personal data before returning a device. BCE Direct accepts no responsibility for data loss during the RMA process.
Non-Faulty Items:
An item will not be considered faulty if it is simply the incorrect product, or incompatible with your system. If, after testing, a product is found not to be at fault, the original unit will be returned to the customer.
Warranty Exclusions:
The warranty will be void if:
The product has been modified or repaired by unauthorised personnel.
The defect is the result of misuse, failure to follow instructions, or environmental factors.
Damage is caused by force majeure events, including natural disasters, vandalism, or theft.
RMA Requirement:
Please contact us to obtain the return address and RMA number before sending any products. Items returned without an RMA number will be sent back to the customer, and delivery charges will apply.
Please Note:
Warranty repairs are not handled directly by BCE Direct. Turnaround times for products may vary and are outside of our control.
If you need further assistance, please don’t hesitate to contact us via email at sales@bcedirect.co.uk.