Warranty Policy

At The CCTV Store, we are committed to supplying high-quality CCTV equipment backed by reliable warranty support. All products purchased from us are covered by a manufacturer’s or supplier’s warranty, subject to the terms set out below.

1. Warranty Coverage

1.1. 3-Year Manufacturer Warranty

Subject to exclusions detailed below, the following brands are supplied with a 3-year manufacturer warranty from the date of invoice:

  • Hikvision
  • Dahua

This warranty is provided directly by the manufacturer and covers faults due to defective materials under normal usage conditions.

1.2. 1-Year Warranty – All Other Brands

Subject to exclusions detailed below, products from all other manufacturers not listed above are supplied with a 1-year warranty, effective from the date of purchase. Coverage may be provided by the manufacturer or, where applicable, by The CCTV Store.

1.3. 6-Month Limited Warranty – Specific Exclusions

The following product categories are covered by a limited 6-month warranty only:

  • Sale items
  • Clearance or end-of-line stock
  • Pre-installed hard drives supplied within recorders or bundles

These exclusions apply irrespective of brand and are clearly marked at the point of sale where applicable.

1.4. 14-Days Limited Warranty – Specific Exclusions

The following product categories are covered by a limited 6-month warranty only:

  • Any accessories or items not expressly covered under the warranties listed above

These exclusions apply irrespective of brand.

2. Warranty Claims & Returns Process

To initiate a warranty claim, please refer to our standard Returns Policy which outlines:

  • Eligibility requirements
  • How to submit a claim
  • Packaging and return instructions
  • Expected processing times

All warranty claims are subject to inspection and validation.

2.1 Warranty Outcomes

2.1.1 Successful Warranty Claims

If a warranty claim is accepted, the following outcomes will apply in the order listed:

  • Repair: Where a fault is determined to be repairable, the unit(s) will be repaired at no cost under the terms of this warranty.
  • Replacement: If the unit is not repairable, it will be replaced with an identical or comparable unit. Replacement units may be supplied as new, refurbished, re-certified, previously repaired, or rebuilt, provided they are functionally equivalent to the original product.
  • Credit / Upgrade: If the unit cannot be repaired and no suitable replacement is available from current stock, a credit equal to the original purchase price will be issued. This credit may be used toward the purchase of an upgraded unit of similar specifications or applied to a new order.

2.1.2 Unsuccessful Warranty Claims

If a warranty claim is rejected—whether due to issues outside the scope of warranty coverage (e.g. accidental damage, misuse, unauthorised repairs, or expired warranty period)—the unit(s) will be returned to the customer unrepaired.

In such cases, the following charges will apply:

  • Handling Fee: £25
  • Return Carriage: £10 (mainland UK). For deliveries outside mainland UK, return carriage will be charged at the applicable rate for the destination.

Return of the item(s) will only be arranged once all applicable charges have been paid in full.

Out of Warranty Repair Service

Customers also have the option to proceed with a paid, out-of-warranty, repair service. If this service is requested, a no-obligation quotation will be provided by email, outlining the estimated cost and repair timeframe.

To request a quote, please contact our support team referencing your original purchase and a description of the issue. No repair work will begin without your written approval of the quote.

3. General Terms & Conditions

  • All warranty periods commence from the original date of invoice.
  • Warranty coverage applies only to manufacturing defects and hardware failures under normal usage.
  • The warranty does not cover accidental damage, misuse, improper installation, environmental or electrical damage, cosmetic wear, or unauthorised modifications.
  • Warranty does not extend following repair or replacement.
  • Proof of purchase (e.g., invoice or order confirmation) must be provided with all claims.

4. Replacement Units

Any product provided as a replacement under warranty — including but not limited to hard drives — may be supplied as a refurbished, re-certified, repaired, or rebuilt unit. Replacement items are fully tested and certified for performance but are not guaranteed to be new.

For any questions regarding warranty coverage or assistance with a claim, please contact our customer support team via the contact details on our website.

5. Warranty Disclaimer - Important Notice

Please note that a warranty is not a replacement guarantee. The purpose of this warranty is to cover defects in materials or workmanship under normal use during the warranty period. It does not entitle the customer to an automatic replacement of the product.

While a replacement may be offered if a fault is irreparable, the standard warranty process prioritises repair as the primary remedy. Customers must not assume or expect that a replacement unit will be provided in all cases. Replacements are issued only when repair is not feasible and are subject to availability.

By submitting a warranty claim, the customer acknowledges and accepts these terms.