Skip to main content

Our cookies keep the site secure, save your basket, count visits and show us which ads turn into orders. Privacy policy

UK
Shopping cart (0 items)
CCTV Master

Legal · Returns

Returns & Refunds

Last updated · October 2026

This page covers sending back anything you’ve bought from CCTV Master, and when you’ll get a refund. Our Terms & Conditions sit alongside it.

What you’re entitled to depends on how you’re buying. Buying for yourself, not for a trade or profession? Then you’re a consumer, with the legal rights set out below — and neither this page nor our Terms can take them away. Buying for a business? Then the business rules further down apply to you instead.

You’re not buying from us face to face, so you can cancel for any reason, and you don’t need to tell us why. You’ve got 14 days. They start the day after your goods arrive with you, or with someone you’ve nominated to take them. If your order comes in more than one delivery, they start the day after the last delivery turns up.

You don’t have to wait for things to arrive, either: you can cancel any time before the goods get to you.

To cancel, just tell us clearly before your 14 days are up. You can email Sales@cctvmaster.co.uk or post a letter to Quill St, Hanger Ln, London, W5 1DN. Including your order number helps us sort it out faster, but it isn’t a must.

There’s a model cancellation form below. It’s optional, so only use it if it helps:

  • To CCTV MASTER LTD, Quill St, Hanger Ln, London, W5 1DN, Sales@cctvmaster.co.uk:
  • I hereby give notice that I cancel my contract of sale of the following goods:
  • Ordered on / received on:
  • Name of consumer:
  • Address of consumer:
  • Signature of consumer (only if this form is notified on paper):
  • Date:

Once you’ve told us you’re cancelling, you’ve got 14 days to post the goods back. Return postage is yours to pay — unless the item’s faulty or damaged, or it isn’t as we described it. Then it’s on us.

Have a proper look at things, just as you could in a shop. If you go further than you’d need to see what they are, what they’re like and how they work, we can take the drop in value off your refund.

Your money comes back within 14 days of the goods getting back to us, or within 14 days of you showing us proof you’ve posted them, if that’s sooner. It goes back to the card or account you paid with, and there’s no charge for that.

You get back what you paid for the goods, plus our standard delivery charge. Picked a quicker or pricier delivery than our standard one? You get the standard amount back, not the extra.

Cancelling within your 14 days never costs you a restocking fee.

A few things aren’t covered by the right to cancel. The Regulations list them:

  • Anything made to your spec or clearly personalised for you — for example cable we’ve cut to a length you asked for, or a system we’ve set up or programmed to suit you.
  • Sealed items that, for health or hygiene reasons, can’t come back once you’ve opened them.
  • Software, audio or video recordings that came sealed, once you’ve broken the seal.
  • Goods that, once delivered, get mixed in with other items so they can’t be separated.

The Consumer Rights Act 2015 says goods have to be of satisfactory quality, fit for purpose and as described. Those rights come on top of your 14 days to cancel, and they’re separate from them.

Something faulty? You can reject it for a full refund up to 30 days after delivery. After that, you can ask us to repair or replace it, and if that doesn’t work or can’t be done, you can choose a price reduction or a refund instead. Reject it within six months of delivery and the refund is in full; after six months, we may take something off for the use you’ve had. For the first six months, we assume the fault was there when it arrived unless we can show it wasn’t. After that, it may be down to you to show that it was.

If it’s faulty, damaged or not what we described, we’ll cover the return postage. Email Sales@cctvmaster.co.uk and we’ll either collect it or pay you back for reasonable postage.

Please give your delivery a once-over when it arrives. If anything’s damaged, missing or wrong, let us know as quickly as you reasonably can — ideally inside 48 hours — so we can chase it up with the courier while it’s all still fresh.

If you’re buying for a business, any claim for damage in transit depends on you telling us within 48 hours of it arriving: that’s a condition. If you’re a consumer, it’s only a request, and telling us later doesn’t affect your legal rights.

Drop an email to Sales@cctvmaster.co.uk saying what you’re sending back, along with your order number. We’ll tell you where to send it and, if it’s a business return, give you an RMA number.

Pack everything well so it arrives in one piece, and get proof of postage. Until it reaches us it’s your responsibility, so for anything valuable we’d suggest a tracked service.

CCTV MASTER LTD

Quill St, Hanger Ln, London, W5 1DN

Email: Sales@cctvmaster.co.uk

Phone: 020 8153 4657

Not happy with how we’ve dealt with your return? Tell us and we’ll take another look. As a consumer, you might also have the option of going to court, or of using an ADR (alternative dispute resolution) scheme — nothing on this page changes that.

Questions about this policy?

020 8153 4657Sales@cctvmaster.co.uk