This policy sets out the returns policy for goods or services purchased through the online store operated by Merlin CCTV.
Returning Faulty Items
You may think you have a faulty item, but the majority of the time we can resolve your problem through talking to you over the phone. Before returning any items to us please ensure you call 01748 811991 and we will talk to you about the fault you have with your item.
Once we have spoken with you and if we agree you need to send the item back, we will give you an RMA form to complete. This form will have an RMA number clearly displayed and it is vital when returning an item. Please follow the instructions on the RMA form when returning your item. Please include your completed RMA form in the box with the item but do not write anything directly onto the packaging. No goods will be accepted by our warehouse unless a RMA number is clearly displayed on the outer box. Items returned will be at the cost of the customer.
All care must be taken when returning any item, please ensure that you have packed the item correctly as we will reject any parcels which arrive at our warehouse in a poor state through poor packaging. We recommend using a courier service for a secure and safe delivery.
Dead on arrival and brand new items, please use a good outer box and please be aware that the item cannot be restocked if the outer packaging is damaged or missing.
Please only return items to ourselves that are faulty, if you wish to return an incorrect order please see the information below.
Returning an Incorrect Order/Item
If you would like to return any items which you have ordered incorrectly, we have a 7 day return policy. We may charge a minimum restock fee of 10% for any items which have been ordered incorrectly. Any items returned must be unopened, complete and in their original packaging with all of their accessories. We reserve the right to reject any items for a refund that don’t comply with our regulations.
Please ensure all relevant items are returned with the order. Any missing items or free gifts will be charged for.
Circumstances we will not credit:
USER DAMAGE, BLOWN UNITS (DC SHORT), POWER SURGE, ACTS OF GOD, INCORRECT POSITIONING, DROPS OR CRACKS.