Returns Policy

Technical Support: 01782 331551
Email: techsupport@bigbrothersystems.com
 

Returns Policy

We believe that you will be delighted with your product, but there may be occasions where you feel it necessarty to return an item. Any goods that have been modified bother externally or electronically, i.e. seals broken or connectors cut off will void all warranties.

Cancellation of Order

Under the Consumer Contract Regulations 2015 you have the right to cancel the order at any time up to the end of 14 working days after the goods are received. You then have 14 days to return the unwanted item/s back to us. To excercise your right of cancellation you must inform us by email providing details of the goods ordered, the invoice number and date received. If you cancel the order after the goods have been delivered to you, you will be responsible for returning the goods to Big Brother Systems in its original packaging and at your own cost. If goods are accepted for restock ( and have never been opended or used ) a restocking charge may be applied at the managements decision. A refund will be processed within 14 days of receiving the returned goods, the original delivery charge applied to the order is non-refundable. 

The Consumer Contract Regulations places a duty on you to take reasonable care of the goods once you have advised us of the cancellation. The products must be returned in the same condition as when received, if the goods are damaged or items missing we will deduct from the refund the cost to repair or replace.

Faulty product

Big Brother Systems Ltd offers 2 year warranty on the majority of its products, unless otherwise stated on the product page. Monitors are covered by the manufacturers direct replacement or repair schemes. Contact us should you need clarification of the warranty period.

Repairs

Big Brother Systems Ltd will repair ( free of charge ) any equipment sold which has developed a fault during the warranty period and in its original condition, this means that any wear and tear should be age related with no modifications externally or electronically. Repair turnaround is usually within 72 hours, you will be notified if the repair will take longer than this. This does not affect your statutory rights. Returned items for repair must be packaged correctly with bubble wrap etc and packed in a suitable carton, this is critical when shipping devices that have a hard drive fitted or items with glass. Please include all internal packaging, cables, adapters, manuals and software.

Modified products

All returns are opened under close video recordeing and must be packed securely, any items returned with lack of packaging and showing signs of transit damage will invalidate the warranty.

Exceptions to the returns policy.

Setting up your DVR for remote viewing by PC or mobile phone is easy and we include an instruction manual. Networking, APP download, Port Forwarding and connection speed is your responsibility and although we can advice over the phone, you may require an IT engineer ( at your expense ) to complete the set up. We would not be able to accept returns due to failure to set up the system. All DVR's are pre tested for networking on our LAN via PC and Mobile Phone, all recording settings are pre set before shipping and no returns can be accepted on products due to not being able to connect to your network either internally or externally. The speed in which your network operates is your responsibility. The DDNS is a free service and not covered by any form of warranty, these services can be terminated without reason and notice.

If you have purcahsed a recorder and wish to fit your own standard SATA PC drive that have the standard 512byte sectors, the HDD will not be covered under any warranty. We do not accept returns if you have purchased the latest advanced format drives which have 4K sectors resulting in incorrect partition creation by the DVR. We do not accept returns for failing to run 4K drives.

Cameras

All cameras are tested prior to leaving our factory for both day and night vision, if a camera is not performing then there are many reasons other than a faulty camera. Volt drop, underrated or incorrect Power Supply Unit, low quality video cables, low TVL rating or unknown certification or source can deem a camera faulty and therefore is not covered by the warranty. Please call to discuss prior to returning the camera to us.