Our Returns and Refunds Policy:

We hope that you are 100% Happy with your order, however, if there is an issue we’ve outlined some steps below to help...

We are always happy to help solve any issues that may have arisen.

Please contact us via email at sales@bcedirect.co.uk or by telephone on 01761 452997. We truly are a small, independent  family run business and pride ourselves on customer service. We are open 9am – 5pm weekdays, if no one is around to take your call please leave us a message and we will get back
to you as soon as possible.

 

We hope your order arrives as expected, but in the unfortunate circumstance that it has been damaged in transit or is faulty, please contact us within 14 days of receipt to arrange a return and replacement.

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Faulty orders will be provided with a free tracked 24 service label to send the item back to us. Once this has been received and checked over, we will send out your new replacement on a next day service.

Return's which are not found to be faulty upon inspection will follow our standard return's process, or if preferred, sent back to the customer at additional postage cost.

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Changed your mind? Or ordered the wrong item? No worries, please contact us within 14 days to arrange a return.
Please note that the return postage cost is the responsibility of the customer.
A 10% re-stocking fee will also be deducted from the purchase price/ refund total (excluding delivery). This is a measure which we unfortunately have to implement due to re-packaging and labour costs incurred during the return process.

 

Please note that the serial numbers on electronic equipment will be cross checked with our records to ensure against fraud.

 

Your item(s) must be unused, in the same condition that you received it and within the original packaging. If we deem the items returned to be in an unsatisfactory condition (ie broken by the customer during installation), we reserve the right to charge up to 40% of the final selling price. This cost will be decided upon receipt of goods and photo’s of the damage will be available upon request.

 

Non- Faulty returns will not be accepted on HIKVISION equipment with broken seals, as this is viewed by the manufacturer as used equipment and is non-refundable.

 

Please note that we do not refund original shipping costs unless your order has gone missing in transit.

Refunds will be processed through the original payment source of the order, unless a
credit note is preferred.

Different providers have varying processing times, most are
completed within 24 hours however others, such as Paypal credit or e- cheques, may take a while longer. We will send an email confirming that your refund has been authorised. After this, we then ask you to contact your bank or payment source for more information regarding processing times.

 

We pride ourselves on being trustworthy and reliable and hope that this returns and refunds policy makes our process transparent. We also hope that our customers understand why, as a small business, we need to implement them.

 

If you need any further guidance, please give us a call on 01761 452997 or email us at sales@bcedirect.co.uk

Returns and Refunds Policy

We want you to be completely satisfied with your order, but if there’s an issue, we’ve outlined the steps below to assist you.

We’re always here to help resolve any problems that may arise. Please contact us by email at sales@bcedirect.co.uk or by telephone on 01761 452997. As a small, independent, family-run business, we take great pride in our customer service. Our business hours are 9 am – 5 pm on weekdays. If we’re unavailable to take your call, please leave a message, and we’ll get back to you as soon as possible.

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Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 14 days of receipt to arrange a return and replacement.

• Faulty items will receive a free tracked 24 service label to return the product. Once we receive and inspect the item, we’ll dispatch a replacement via next-day delivery.
• If the item is not found to be faulty upon inspection, our standard returns process will apply, or the item can be returned to you at your cost.

Please Note: Items cannot be deemed defective if the issue arises due to customer actions or incorrect installation (e.g., forgotten passwords or user errors).

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Change of Mind or Incorrect Orders

If you’ve changed your mind or ordered the wrong item, don’t worry! Contact us within 14 days to arrange a return.

• Returns will be arranged through DPD courier at a cost of £8.99, which will be deducted from your refund.
• A 10% restocking fee will also be deducted from the refund total (excluding delivery). This fee helps cover repackaging and labour costs incurred during the return process.

Conditions for Returns:

• Items must be unused, in the same condition as received, and returned in the original packaging.
• If items are returned in an unsatisfactory condition (e.g., damaged during installation by the customer), we reserve the right to deduct up to 40% of the final selling price. Photos of the damage will be provided upon request.

Non-Refundable Items:

• Equipment with broken seals will not be accepted for return, as these are classified as used by the manufacturer.

Important Notes:

• Serial numbers on electronic equipment will be verified against our records to prevent fraud.
• Original shipping costs are non-refundable, unless the order was lost in transit.

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Refund Process

Refunds will be processed through the original payment method unless you prefer a credit note. Please allow 72 hours from receipt of the returned item for the refund to be processed.

• Most refunds are completed within 24 hours, but certain providers (e.g., PayPal credit or e-cheques) may take longer.
• We’ll send you an email confirmation once your refund has been authorised. If there are delays, we recommend contacting your bank or payment provider directly.

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Additional Notes

• We are not responsible for any external labour costs incurred by the customer, especially if the fault arises from incorrect installation or user actions (e.g., forgotten passwords).

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We’re committed to providing a positive shopping experience and resolving any issues that may arise. As a small business, we aim to make our policies transparent and fair, while also addressing the challenges we face in managing returns.

If you need further assistance, please don’t hesitate to contact us at 01761 452997 or via email at sales@bcedirect.co.uk.