Return Policy

To ensure your satisfaction, please review the following returns policies carefully before submitting an RMA (Return Merchandise Authorization) request. If you have any questions or require clarification on these policies, don’t hesitate to contact our customer support team via phone or email before initiating a return.

Here are some possible scenarios:

1. Damaged Items on Arrival

Please inspect your goods immediately upon delivery for any visible damage, defects, or shortages. If any items are damaged during transit, inform us within 2 days of receiving your order. If the items are visibly damaged, make a note on the delivery consignment note that the items were "DAMAGED." We recommend photographing both the damaged box and the damaged product for evidence.

For returns, the items must be in their original packaging, including all boxes, packing materials, manuals, warranty cards, accessories, and any other documentation provided by the manufacturer. Once we receive the damaged item, a replacement will be issued.

2. Faulty Items on Arrival

If you find that an item is faulty upon arrival, please notify us within 30 calendar days. Ensure the returned items include the original packaging, all accessories, manuals, warranty cards, and documentation. We will replace the faulty product once we receive it. If our technicians determine the item is not faulty, we will return it to you at your expense for the return shipping.

3. Faulty Items Within the Warranty Period

If your item develops a fault after the 30-day period but is still within its warranty, it is eligible for a warranty repair. If the repair is not feasible, we will offer a replacement of equal or better specifications or store credit, at our discretion. Please note that the decision to replace or issue store credit is solely at CCTV Wise’s discretion.

4. You Changed Your Mind

We offer a 30-day cooling-off period for returns. If you change your mind about an item and wish to return it, you can do so within 30 working days of receipt for a full refund to your original payment method. Please note this policy applies only to individual customers and not to businesses.

Important RMA Terms & Exclusions

• RMA numbers are valid for 30 days from the date issued. The RMA number must be written on the outside of the package being returned.
• Items with cut cables, modifications, or signs of misuse will not be covered under warranty.
• Products damaged by the use of an incorrect power supply are not covered under warranty.
• You are responsible for return shipping costs, and we advise you to insure your return shipment and use a service that provides proof of delivery.
• Returned products must include all original packaging, manuals, warranty cards, accessories, and documentation. If any items are missing, we cannot process the return until all parts are received.

Warranty Details

• All products sold by CCTV Wise come with a 1-year warranty.
• Items are sold with a Return to Base (RTB) warranty, meaning you will need to arrange and pay for return shipping if a repair or replacement is required.
• Certain cameras and recorders come with a manufacturer’s warranty, which will be noted on the product detail page. Manufacturer warranties typically last 2-3 years and apply only to the products, not accessories like cables, power supplies, or monitors.

To begin the return process, please contact us via phone or email. One of our technicians will contact you shortly to assist with your return.