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Customer Care

Customer Services


OPENING HOURS

Normal Opening Hours

  Monday-Thursday Friday Saturday Sunday
Sales Line 9am - 7pm 9am - 7pm 9am - 5pm 10.30am - 4.30pm
Huddersfield Collection Point 9am - 7pm 9am - 6pm 9am - 5pm 10.30am - 4.30pm
Huddersfield Returns Counter 9am - 7pm 9am - 6pm 9am - 5pm 10.30am - 4.30pm

  Monday-Thursday Friday Saturday Sunday
Customer Service Line 9am - 5:30pm 9am - 5pm 10am - 2pm Closed

Bank Holidays:
Sales Counter and Sales lines open 9am to 5pm.
Customer Service and Order Processing lines open 10am to 2pm.

Christmas Day, Boxing Day, New Year's Day, Easter Sunday: Closed



PLACING YOUR ORDER

Our website is designed to help you through the purchasing process. You can place your order online or over the phone at the same great price and we'll email a copy of your order request to you. By placing your order online or over the phone you agree to the following terms.


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 Amazon Payments.

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DELIVERY

Click here for Delivery information

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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.

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PRODUCT AVAILABILITY

All orders are processed and shipped as quickly as possible. In instances where our stock is fully allocated we may ship direct from the manufacturers to you. If for any reason the product or promotion you’ve ordered is no longer available, or there’s been a price change, we will notify you within 5 days and offer a full refund, the option to pay the difference or choose an alternative. Order acceptance takes place upon despatch of your products.

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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.

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TECHNICAL HELP

We offer in house technical support for everything on the site apart from Geovision and Zed Cam Please call 0871 971 0730. Calls cost 10p per minute plus network extras.

  • GEOVISION Helpline: 0906 950 0915 (state that you are an iViewCameras customer)

  • ZEDCAM Tech Support: 0845 017 5193 (state that you are an iViewCameras customer)


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    DAMAGED / MISSING ITEMS / WRONG ITEMS

    PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

    Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. If damage is noticed at point of delivery the order can be refused and returned with the driver. For very large items that are delivered by HiWay, we include an unboxing service. The driver will help you unbox and wait whilst you check the goods, please take advantage of this service so damage can be reported immediately and the goods taken away and quickly exchanged.

    PLEASE CALL IMMEDIATELY TO REPORT DAMAGE

    As with all new purchases, we understand that you will want to open and test your item as soon as it arrives. It's very important that you report any damaged, missing or incorrect items to us as soon as possible, preferably on the day of delivery. If this isn't possible we consider it reasonable that your items will have been checked and reported within 5 days. If you do not intend to use your goods immediately, please open and inspect them before storing, Damage requests reported too late will be refused

    NOTE: Do not try to fit an item/appliance if it is damaged without calling for advice first. If you cause further physical damage by fitting an item you know to be a damaged we may be unable to accept the item for return.

    In order to help us resolve issues arising from these problems, please log into the Order Tracking System and create a Return within the first 48 hours of delivery or expected delivery in case of non receipt. Outside of this period please call us to discuss further.

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    FAILED DELIVERIES

    We understand that sometimes you will not be available to receive your goods. For all items our couriers will attempt redelivery once. After which you will be charged for any further redelivery attempts. If you have ordered a small item, it may then be left at your local post office for you to collect. For large items, if the courier has contacted you prior to delivery and you are not available to receive your goods, there will be a redelivery charge. Refused deliveries will be charged the return delivery fee to our warehouse.

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    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.

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    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.

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    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 of our products develop a fault within the first 28 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item it is much faster to call the manufacturer direct 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. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).

    Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. 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. You can also contact us for further advice and suggestions as other repair options may be available.

    Faults Occurring Outside Manufacturer’s warranty period: As an additional service we are able to quote on repairs for some items such as Laptops and TVs. This does not affect your statutory rights. 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 Laptop or PC for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information

    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.

    These terms do not affect to your statutory rights.

    Click here for the returns process for faulty goods.

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    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.

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    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.

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    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:

    To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

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    Commercial Purchases

    For any enquires regarding purchases for commercial use please read our terms.

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