Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and condition. A return can be rejected due to damage to the product. As such, any cameras or NVRs which have been activated (passwords set) and Hard Drives which have been removed from their anti-static bags cannot be returned for a refund or exchange within the 14 day period.

No Partial Returns - We do not facilitate any partial returns or exchanges for hardware kits that we offer.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Custom made, personalised or bespoke products

To complete your return, we require a receipt or proof of purchase. You must include the packing slip as part of your return. Otherwise we will be unable to associate the return to you, and will be unable to refund your purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us via the website.

Products damaged through misuse (such as excessive voltage, incorrectly flashing of the firmware or flashing firmware not supplied by ExactCCTV) are not covered under the guarantee.

We only recommend that customers and installers upgrade using firmware we provide (please contact us should you require this). This is because some newer versions of firmware are incompatible with some older devices with the same product name (the manufacturers often changes the mainboard specification on the product) and flashing the wrong firmware can brick the camera and void the guarantee. No refunds, repairs or replacements will be offered for such.

Hard drives are only covered if used with the supplied NVRs and are covered by a 90 day guarantee.

Products returned for replacement or repair may be replaced under guarantee by refurbished items. This does not affect the remainder of the original guarantee.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Express shipping costs are non-refundable. If you choose express delivery, the cost of express shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

This returns policy only covers consumer transactions (not business to business). Please see our business terms & conditions for information on our business return policy.

We have taken care to ensure that our website (including the help pages) and this returns policy do not contradict each other. However if there are any inconsistencies or contradictions then the terms and conditions at the checkout page shall apply instead of any contradictory or inconsistent part of our website.