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Cancellations, Warranty & Returns (Terms & Conditions)

Order Cancellation

You have the right to cancel your order and return purchased items subject to the following conditions and procedures:

  • You may cancel your order at any time before the products are dispatched, without charge. A full refund will be given if you have already paid.
  • Once the products have been despatched to you, you may, up to seven working days from the date delivery to you took place, return to us any unopened item for a full refund of the purchase price minus the cost we initially incurred for the delivery to you (regardless of whether we initially charged you for delivery).
  • In order to return an item on this basis you must contact us on 0151 633 2111 / +44 151 633 2111 and quote our invoice number (or Order ID). You will then be given a Return Authorisation Number (RAN). This number must be visibly shown on the parcel to be returned. Items that are returned to us unannounced or without our RAN displayed will be rejected and no refund will be given.
  • Returned items must reach us in stock condition, i.e. unmarked, unopened, unused and undamaged. Any factory seals must be intact. If a returned item reaches us outside the seven day return period or if the item reaches us marked, opened, used, damaged or with broken seals, we may reject it and no refund may be given.
  • The return of an item (including the associated costs and risk of damage during transport) is your responsibility. Items must be returned to the address shown as the Return Address below unless otherwise instructed at the time of RAN issue.

Warranty

All items purchased carry a manufacturer's warranty only. NW Systems Group Limited does not provide or sell extended warranty policies. If you wish to check the warranty period on a product, please call our Customer Helpline on 0151 633 2111 / +44 151 633 2111 for assistance.

Returns Policy & Procedure

Items purchased can be returned in accordance with the following terms and conditions only:

  • Under Network Webcams’ ‘14 Day Buy & Try Scheme’ the customer may return an item within 14 days for a refund. See below under the heading ‘14 Day Buy & Try Scheme’ for the terms & conditions of this scheme.
  • Items that arrive in a damaged state must be rejected. We will send you the item(s) purchased on a new shipment. See below under the heading ‘Damaged on Arrival’ for the applicable terms & conditions.
  • Items that go faulty within one month of purchase may be returned for a replacement or refund under manufacturer’s warranty. See below under the heading ‘Return of an Item Faulty within One Month’ for the applicable terms & conditions.
  • Items that go faulty after one month of purchase may be returned for a replacement or repair under manufacturer’s warranty. See below under the heading ‘Return of an Item Faulty after One Month’ for the applicable terms & conditions.
  • Any items returned to us not in accordance with these terms & conditions will be rejected and no refund, replacement or repair will be provided.

14 Day Buy & Try Scheme (Scheme)

The purpose of our 14 Day Buy & Try Scheme is to allow our customers to test the suitability of a camera for their specific application. The customer may of course keep the camera or return it for a refund. In situations where the customer wishes to return an item under this Scheme, the following terms and procedures will apply:

  • Look for the 14 day Buy and Try sealOnly items marked with the 14 Day Buy & Try sign (see an example of this sign to the right) may be returned under the terms of this Scheme.
  • You (the Customer) will be allowed to test and return only one unit of a specific model. This Scheme does not apply to the purchase by you, of a second, third (etc) unit of the same model, and no refund for a second, third (etc) unit will be given.
  • This Scheme does not apply if you require a specific feature that is obviously not available from reading the product description. E.g. if you require the camera to have an infra-red cut filter and the model you order does not feature this then we may decline, at our discretion, to accept the return of the unit under this Scheme. If unsure about the presence of a specific feature we would encourage you to ask us for product advice prior to placing your order.
  • Tests should be performed indoor and in a safe dust-free environment only (typically an office). The test should be performed on a desk-top only and the unit should not be mounted, installed or otherwise tampered with.
  • The provision of test units is at the discretion of NW Systems Group Limited.
  • If you wish to return an item to us under this Scheme you must contact us on 0151 633 2111 / +44 151 633 2111 or by email within 14 days from the date of delivery in order to obtain a returns authorisation number (RAN).
  • Upon issuing you with a returns number a returns form will be emailed to you. This Form (including the RAN) must be attached to the item to be returned. Items without this form attached will be rejected.
  • The RAN is only valid for 3 working days. Once the RAN has been issued, the item must be returned to us without delay.
  • The return of an item under this Scheme is your responsibility, including the associated carrier or postal costs and the risk of damage during transport. The item must reach us complete, undamaged (including the packaging) and in general good condition for use. Items must be returned to the address shown as the Return Address below unless otherwise instructed at the time of RAN issue.
  • We will confirm receipt of the item soon after it has reached us. We will test the item within 3 working days. We will then either: (1) provide a full credit or refund minus a 5% handling charge with the minimum amount charged being £20 (excluding VAT), or (2) if the item is found to be damaged, incomplete or otherwise ineligible for refund, return the item to you. In this situation, you will be informed that no refund will be provided and be given the reasons for this decision.
  • Any decision whether or not to accept a return under the terms of this scheme is at the discretion of NW Systems Group Limited. We reserve the right to refuse any returned items and under no circumstance do we have a legal obligation to provide a refund under this scheme. NW Systems Group Limited will act reasonably and fairly at all times. We will call on this term should we suspect fraudulent activity.

Damaged on Arrival

Items that are damaged on arrival should be rejected and returned to us in accordance with the following terms and procedure:

  • We require that you inspect the packaging and goods inside for visible damage upon delivery. If damage is evident, you must reject the goods and request the driver to return the shipment to us. Do not sign for goods without inspecting them.
  • Once the damaged item(s) reaches us we will send you a new unit(s) on another shipment.
  • Visibly damaged items and items delivered in visibly damaged packaging or boxes cannot be returned once accepted and signed for.

Return of a faulty item within one month of delivery

Items that go faulty within one month from the date of delivery can be returned to us for a replacement or refund subject to the following terms and conditions:

  • The replacement, refund or repair of a faulty item is subject to the warranty terms of the manufacturer. NW Systems Group Limited does not provide or sell any extended warranties. NW Systems Group Limited will facilitate a warranty claim and helps its customer to exercise their rights. NW Systems Group Limited cannot and will not guarantee that a warranty claim will be successful. The decision whether a warranty claim is accepted lies with the manufacturer.
  • Before returning a product as faulty we ask you to contact us on 0151 633 2111 / +44 151 633 2111 to discuss a possible resolution to the problem with our Technical Department. If our Technical Department is unable to deal with the problem we may have to contact the manufacturer for further advice.
  • Regarding items that go faulty within one month of the delivery date we will attempt to deliver a replacement unit at the same time as the faulty unit is collected, providing that the fault is covered by a manufacturer’s warranty.
  • Within one month from the date of delivery the customer may, as an alternative to requesting a replacement unit, request a refund of the purchase price. On receipt of such request we will credit / refund the amount of the purchase price minus the cost we initially incurred for the delivery to you (regardless of whether we initially charged you for delivery). A refund / credit will only be given after the manufacturer has come to a decision whether the warranty claim indeed will be accepted.
  • To return a faulty unit you must contact us on 0151 633 2111 / +44 151 633 2111 to obtain a returns authorisation number (RAN).
  • Upon issuing you with a returns number a returns form will be emailed to you. This Form (including the RAN) must be attached to the item to be returned. Items without this form attached will be rejected.
  • We will then arrange for the faulty item to be collected and, if requested and possible, deliver a replacement unit at the same time. You must ensure that the item is suitably packed for transport via courier and that it is ready for collection on the date as will be agreed. The faulty item must reach us complete, including all parts and packaging.
  • If a replacement unit cannot be supplied at the time of the collection of the faulty unit, we will send the replacement unit to you as soon as it has become available.
  • In cases where an item was returned to us as faulty but no fault could be found, we would reserve the right to charge an inspection fee of £35 (excluding VAT) plus up to 10% of the value of the purchase price (excluding VAT) for re-stocking the item, or return it to you if a replacement has not yet been sent. Any cost incurred, including the cost of returning the unit to you, must be paid before the item will be dispatched.
  • In cases where an item was returned to us as faulty but the fault is not covered by a manufacturer’s warranty, we reserve the right to return the item to you and charge you £35 (excluding VAT) for inspecting the item in addition of any collection and delivery cost incurred. Examples of faults that may not be covered by a manufacturer’s warranty are faults caused by fire, accidents, criminal attack, neglect, incorrect installation or improper use. The fault also may not be covered because of expiry of the manufacturer’s warranty period. Before returning a faulty item, always make sure the fault is (still) covered by a manufacturer’s warranty. If unsure, contact Customer Services on 0151 633 2111 / +44 151 633 2111 for further help. If we cannot advise you, we may refer you directly to the manufacturer.
  • If the manufacturer rejects your warranty claim and we have sent you a replacement unit in advance, you must either pay for the additional unit or return it to us immediately. The return of an item in this scenario is your responsibility, including the associated carrier or postal costs and the risk of damage during transport. The item must reach us complete, undamaged (including the packaging) and in general good condition for use. Items must be returned to the address shown as the Return Address below unless otherwise instructed by us. If the item is found to be damaged, incomplete or otherwise dysfunctional it will be returned to you and the full value of the item becomes due immediately.

Return of an Faulty Item More Than One Month After Delivery

Items that go faulty after one month from the date of delivery can be returned to us for a replacement or repair subject to the following terms and conditions:

  • The replacement or repair of a faulty item is subject to the warranty terms of the manufacturer. NW Systems Group Limited does not provide or sell any extended warranties. NW Systems Group Limited will facilitate a warranty claim and helps its customer to exercise their rights. NW Systems Group Limited cannot and will not guarantee that a warranty claim will be successful. The decision whether a warranty claim is accepted lies with the manufacturer.
  • Before returning a product as faulty we ask you to contact us on +44 (0)151 633 2111 to discuss a possible resolution to the problem with our Technical Department. If our Technical Department is unable to deal with the problem we may have to contact the manufacturer for further advice.
  • We do not provide advanced replacement units for items that go faulty after one month of the delivery date. If you require an instant replacement unit, you will have to place a new order. We will refund the value of the item that has gone faulty once we have received the returned item from you and it has been established that the fault is covered by warranty. No refund will be given if the fault is not covered by warranty. We will return the faulty unit to you on request.
  • To return a faulty unit you must contact us on 0151 633 2111 / +44 151 633 2111 to obtain a returns authorisation number (RAN).
  • Upon issuing you with a returns number a returns form will be emailed to you. This Form (including the RAN) must be attached to the item to be returned. Items without this form attached will be rejected.
  • The return of the faulty item is your responsibility, including the associated carrier or postal costs and the risk of damage during transport. The item must reach us complete with all parts and packaging. The faulty item must be returned to the address shown as the Return Address below unless otherwise instructed at the time of RAN issue.
  • In cases where an item was returned to us as faulty but no fault could be found, we would reserve the right to charge an inspection fee of £35 (excluding VAT) in addition of the cost of returning the item to you. Payment of these costs will be required before we will return the item to you.
  • In cases where an item was returned to us as faulty but the fault is not covered by a manufacturer’s warranty, we reserve the right to charge you £35 (excluding VAT) for inspecting the item. The item will be returned to you on request but only after receipt of payment of the inspection charge and the cost of the return delivery. Examples of faults that may not be covered by a manufacturer’s warranty are faults caused by fire, accidents, criminal attack, neglect, incorrect installation or improper use. The fault also may not be covered because of expiry of the manufacturer’s warranty period. Before returning a faulty item, always make sure the fault is (still) covered by a manufacturer’s warranty. If unsure, contact our Customer Helpline (telephone 0151 633 2111) for further help. If we cannot advise you, we may refer you directly to the manufacturer.

Returns are accepted only on normal working days and between 9am and 5pm.

Terms & conditions last revised 14th March 2013 (previous revision 18th February 2008). The terms & conditions applicable to your purchase are the terms & conditions applicable at the time of your purchase.

These terms & conditions do not affect your statutory rights.

 
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