Customer Services

Customer Care

Customer Services

OPENING HOURS

Normal Opening Hours

	Monday-Thursday	Friday	Saturday	Sunday
Sales Line	9am - 7pm	9am - 7pm	9am - 5pm	11am - 5pm
Customer Service Line	9am - 5:30pm	9am - 5pm	9am - 2pm	Closed
Huddersfield Showroom	9am - 7pm	9am - 6pm	9am - 5pm	11am - 5pm
Huddersfield Collection Point	9am - 7pm	9am - 6pm	9am - 5pm	11am - 5pm
Huddersfield Returns Counter	9am - 7pm	9am - 6pm	9am - 5pm	11am - 5pm

Bank Holidays: Sales lines open 10am to 5pm.
Customer Service lines open 10am to 2pm.

PAYMENT

We accept all major credit and debit cards including Visa, Mastercard, Switch, Delta, Maestro, Solo and American Express. Please note we only accept payment by Credit Card if the card is registered in the UK or Ireland and we are delivering to the same UK or Irish address.

In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order.

There is a small surcharge of 0.95% for credit cards and 2.5% for American Express cards. There is no surcharge for Switch/Maestro, Visa Delta, or Debit cards.

We also offer both Paypal and Google checkout. You can select either of these payment methods from the basket page.

You may also pay for telephone orders by direct fund transfer. Our bank details are as follows:

HSBC, Market Street, Bradford.
Account Number: 52758091
Sort Code: 40-13-15

DELIVERY

Please be aware that our cut off for next day delivery is 5pm for Online orders and 6pm for Telephone orders. Next day delivery is available subject to stock availability, cleared funds and customer address verification. Deliveries can take place from 8am till 6pm, and Next Day delivery excludes weekends and bank Holidays. If you have ordered IT equipment and have requested add on services such as a Pre Delivery Inspection, fitting of additional memory or a Recovery DVD, your order will be delayed and Next Day Delivery means that your order will be despatched on a premium delivery service when your configuration has been completed.

The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 6pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed.

For most appliances and larger TVs we use two-man delivery teams to ensure that your goods arrive safely in one piece. As part of the high quality service our drivers will deliver your new appliance to the room of your choice, unpack it, allow you time to check for any damage before asking you to sign for the goods and then take all the packaging away with them.

NB All items should be inspected upon delivery and damaged goods should be refused. If you notice damage after goods are delivered you must be report this to us within 48 hours of delivery.

Delivery Prices

Delivery prices are based upon the products you order, delivery destination and service level you require. Free delivery is available on a wide range of products and on all laptops when purchased with an accessory. There is a link within the basket page to a carriage estimator.

Destination	Delivery Method	Inc Vat
UK Mainland	Next Day Working Day Delivery	£4.95
	Pre 9:30am Next Working Day	£24.97
	Pre 11.30am Next Working Day	£14.97
	Saturday 8am-1pm	£19.97

WEBSITE SECURITY

We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.

If you have any questions/comments about privacy or security, please contact us via the eMessaging service.

PRIVACY

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.

In addition, from time to time we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.

View our full privacy policy.

WEEE REGULATIONS

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.

The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.

Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.

Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.

For example, if a customer bought a new camera from us we would accept their old camera back and prevent it going into a landfill site by disposing of it safely. The recycling/disposal service is offered free of charge. Customers must return their WEEE item to us within 28 days of purchasing their new item. Alternatively we offer a collection service charged at £19.98 (inc VAT) - this service must be requested at the time of ordering your new camera. Any cameras that we are collecting should be disconnected and ready for collection at the time the new camera is delivered.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

PROMOTIONAL CODES

If you sign up to our Buy it Direct latest offers we will send you promotional codes from time to time.

How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.

Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date and Buy it direct Ltd reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice.

AFTER SALES SERVICE

At iViewCameras, we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.

Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer’s specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. At iViewCameras we aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.

TECHNICAL HELP

Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.

If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.

*Technical support is for diagnosing hardware faults only. They do not provide training, setup assistance of in the case of PCs and Laptops, help with software.

LATE DELIVERY

If your goods haven’t arrived as expected, please follow the link in your email to use our online tracking service. If we have promised to send your goods to you on an agreed date and we fail to deliver we will refund you the difference between the priority delivery service and our standard service or £5, whichever is the greater. To request this fixed compensation, please send us an eMessage.

DAMAGED / MISSING ITEMS / WRONG ITEMS

Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However items can get knocked about in transit and whilst often it is only the packaging that is damaged, the products themselves are occasionally damaged. Items also occasionally get misrouted or lost in transit.

If damage is noticed at point of delivery the order can be refused and returned with the driver.

We would advise that you let the driver unpack your appliances so you can check them upon receipt.

Please note - Do not fit an item/appliance if it is damaged. By fitting an item you are accepting the goods and we will be unable to accept the item for return regardless of condition.
In order to help us resolve issues arising from these problems, please use our eMessages system within 48 hours of delivery or expected delivery in case of non receipt.

FAILED DELIVERIES
We understand that sometimes you will not be available to receive your goods. For all items except large items (kitchen appliances and large TVs), our couriers will attempt redelivery once after which you will be charged for any further redelivery attempts. For large items, if the courier has contacted you prior to delivery and you are not available to receive the goods, there will be a redelivery charge.

CANCELLATION

If you are a consumer based in the UK and not a business or organisation then this section applies to you.

We want you to be entirely happy with your purchases from Buy It Direct. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason. There is no cost for cancelling your order before despatch.

You can also cancel your order within 7 working days from the day following delivery.
Click here for details about how to cancel your order and return your goods to us.

RETURNING YOUR ITEMS IN PERSON

For orders places online or over the phone:

A return form needs to be submitted online and pre-approved with an RMA authorised before any returned goods can be accepted at the counter.

Goods brought in without an authorised RMA will need to be assessed before the return is accepted. The assessment process for unapproved returns may take up to 48 hours. The customer can leave their goods to be assessed or, alternatively, take them home and complete an online return form.

For counter orders or collected goods:

Damaged goods - Goods should always be checked before they leave the collections counter.

Faulty goods need to be assessed by the Tech Team. Faulty goods brought in at the weekend may be held until Monday for assessment. The customer can leave their goods to be assessed or bring them back during the week.

Only pre-approved returns will be accepted at the weekend or on days where the Business Manager and/or their Technical functions are not available.

Items not pre-approved for return will be accepted for review Monday-Friday 10am - 4pm; this may take up to 24 hrs during busy periods.

FAULTY ITEMS

On rare occasions products may develop a fault. At iViewCameras our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.

All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer’s local service centre to confirm this.

Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland.

Faults Occurring Within 28 Days of Receipt: If any product develops a fault within the first 28 days, we can offer you a repair or a replacement whichever is more convenient. If you purchased a large kitchen appliance or a TV over 32" we require you to contact the manufacturer in the first instance who will arrange for a onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. Please ensure you have the reference number to hand when you contact us. Unfortunately we are unable to provide a replacement until the original goods are back with us.

Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year, your product will be repaired directly by the manufacturer. If that's not possible we will give you a replacement, or if that's not possible, a refund.

Faults Occurring After 1 year but within manufacturer’s warranty period: Please contact the manufacturer directly to arrange a repair.

Faults Occurring Outside Manufacturer’s warranty period: We are able to quote on repairs for some items such as Laptops and TVs. Please contact us by eMessage for more details.

Please note a handful of manufacturers include a warranty registration form in the box - don’t forget to complete this and send it off within the specified time period. If you have purchased a Kitchen Appliance for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use.

For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer’s warranty. Please call our Sales team on or send us an eMessage to enquire about warranty extensions.

Click here for the returns process for faulty goods.