Returns / Refund Policy

Need to get something back to us? We are happy to process any returns that meet our terms. Our procedures vary depending on whether the item is unwanted, faulty or special order but for each one you must contact us first and have it logged. You'll be given a return reference number (RMA) and instruction on how to package and what to include in the box.

We DO NOT Accept returns of any used items unless specified faulty - You are required to understand the product and ensure its fit for purpose in your scenario before purchase. We have an expert sale team at hand to help you with this to ensure the product you are buying will be fit for the intended purpose.

We have a general 14-day return policy, which means you have 14 days after receiving your item to request a return under any of the two routes detailed below.

1. Unwanted / Over ordered Items

You have 14 days after receiving your item to request a return for eligible products.

Eligible Products

• Must be pre-approved by our Returns team
• Must be in original condition of sale 'as new'
• Must not be a non-returnable item
• Must include all leads, connectors, manuals and accessories

To be eligible for a return, your item(s) must be in the same condition that you received it, unopened or unused, with seals, and in its original packaging with all the accessories intact. You’ll also need the order number as proof of purchase.

To start a return, you must contact us at info.nexgencctv@gmail.com

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and must include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible. Any items received damaged or in an unsatisfactory condition will void the Return and/or the product warranty.

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

If your return is accepted, we’ll arrange a collection from your premises or send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

Permitting your return doesn't guarantee you will receive a full credit / refund, this is determined once we receive the return.

You can always contact us for any return question at info.nexgencctv@gmail.com

Refunds*

Once the item(s) have been received, the returns team will process the return and update you with the outcome of the RMA within 14 days.

This may be one of the following:

1. Credit Note** / refund with restocking & handling fee up to 25%

• • For approved eligible items*

1. Partial Credit Note

• • For items received missing components or damage to the packaging

1. No Credit Note / Refund

• • For items too degraded to be repurposed

** A minimum handling and Carriage charge of £15 applies for all no-fault returns **

*A refund / credit note will be issued for the product ONLY, any carriage cost you paid at the time of order will not be included.

If a refund is approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info.nexgencctv@gmail.com

Exceptions / non-returnable items

Certain types of items cannot be returned, like special order items and non-stock items. These items are marked as such on product description. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale and/or clearance items.

Exchanges

If you wish to exchange sealed items, please return the items for credit note. When the return is accepted and processed, you'll get confirmation of credit available which you can use towards your next order.

If you cannot wait for the items to get back to us to be processed, please place a new order and process the return as *non fault return for refund* (subject to 25% restocking fee and minimum handling and return carriage charge of £15).

2. Faulty Items / Warranty

Eligible Products

Anything sold by us covered by a manufacturer warranty.

Step 1. Report the fault: If you believe you have faulty goods, we ask that you first contact our support team to discuss the fault:

Telephone: 07956 875704

Email: info.nexgencctv@gmail.com

Most suspected faults can be rectified either over the phone or via remote dial in support and if our team are unable to rectify the issue they will advise accordingly.

If the product is to be returned, this is for further testing and is not an admission that the product is at fault.

Step 2. Raise an RMA: If you have been advised to return the unit, you will first need to raise an RMA Number which can be done contacting us on info.nexgencctv@gmail.com

It is important that all the required information is complete and accurate, including part number(s), quantity, serial number(s) & purchase date or invoice number of the returned item(s).

Failure to correctly complete the RMA Request may result in your Return being delayed in processing or potentially being denied.

Step 3. Return the item(s): Once your RMA has been raised, you can return the product(s) to our office.

We’ll arrange a collection from your premises or send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

All items being returned must be packaged carefully and appropriately to avoid any damage during transit and include all original leads, connectors, manuals & accessories etc. Please use the original product packaging where possible.

Please include your RMA Number in your shipping label or on paperwork inside the packaging (never mark the product packaging).

Step 4. Outcome: Once the item(s) have been received the returns team will process the return and update you with the outcome of the RMA within 14 days.

This may be one of the following:

• Fault Confirmed: Manufacturer Repair
  • Turnaround times advised on a case-by-case as they can vary due to factors outside of our control
• Fault Confirmed: Replacement
  • Within 30 days of invoice: Replaced with new or equivalent item(s).
  • Outside 30 days of invoice: Replaced with new, equivalent or manufacturer refurbished item(s).
• Fault Confirmed: Credit Note
• No Fault Found: Return to Sender with Handling charge of no less than £25.

In case of no fault, the item will be returned upon payment of the handling charge.

For further information, please do not hesitate to contact us. NEXGEN CCTV reserves the right to change these terms and conditions in the future without specifically notifying customers and continued use of the website or placing of orders after such changes shall be deemed to be acknowledgement and acceptance thereof.