Terms and Conditions


Delivery, Returns and Warranty

Delivery

Orders are normally dispatched on the next business day using FedEx, UPS or another suitable courier.

Delivery times are estimates and may be affected by customs clearance, local courier procedures, public holidays or circumstances outside our reasonable control.

Orders delivered within the United Kingdom

Any applicable Value Added Tax and delivery charges will be displayed at checkout.

Orders delivered to European Union countries

For eligible consignments with an intrinsic value not exceeding €150, European Union import Value Added Tax may be collected at checkout through the Import One Stop Shop (IOSS).

Where IOSS is used correctly, the customer should not normally be required to pay import Value Added Tax again when the goods arrive.

From 1 July 2026, low-value consignments with an intrinsic value not exceeding €150 that are imported into the European Union may also be subject to a temporary €3 customs duty per item, calculated according to the customs tariff classification of the goods. The duty applies regardless of whether IOSS is used. 

For example:

  • several identical cameras classified under the same tariff code may attract one €3 duty;
  • a camera and an Ivideon Bridge classified under different tariff codes may attract two €3 duties.

Where this customs duty applies, the cost will be borne by the customer. It may be:

  • included in the product price or delivery charge;
  • added as a separately identified charge before the order is dispatched;
  • requested separately after the order is placed; or
  • collected by the courier, customs authority or customs representative before or upon delivery.

Ivideon does not undertake to absorb or reimburse this customs duty.

For consignments exceeding €150, IOSS does not apply. Import Value Added Tax, customs duties, customs-clearance charges, courier administration fees and other import-related charges may be payable before or upon delivery.

Unless the order is expressly confirmed as being shipped with duties paid, all applicable import duties, clearance charges, handling charges and local taxes are the customer’s responsibility.

Certain European Union countries or delivery providers may impose additional customs, logistics, handling or parcel-processing charges. These charges vary by destination and are outside Ivideon’s control.

Orders delivered outside the United Kingdom and European Union

Unless otherwise stated at checkout or agreed in writing, the recipient is responsible for all import taxes, customs duties, customs-clearance charges, courier administration fees and other charges imposed by the destination country or delivery provider.

We recommend checking the applicable import requirements before placing an order.

Consumer Right to Cancel

This section applies to individual consumers purchasing products primarily for purposes outside their trade, business, craft or profession.

It does not apply to business customers except where mandatory applicable law provides otherwise.

United Kingdom consumers

You may cancel an eligible online order within 14 days after the day on which you, or a person nominated by you, receives the goods.

You do not need to provide a reason for cancelling.

After notifying us of your decision to cancel, you must return the goods within 14 days.

European Union consumers

You may withdraw from an eligible online purchase without providing a reason within 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise your right of withdrawal, you must inform us clearly of your decision before the withdrawal period expires.

You may submit your withdrawal request using the electronic withdrawal function available on our website.

Alternatively, you may contact us in writing and provide:

  • your full name;
  • your email address;
  • your order number;
  • the product or products from which you wish to withdraw; and
  • a clear statement that you wish to withdraw from the purchase.

We will acknowledge an electronically submitted withdrawal request by email without undue delay.

After notifying us of your withdrawal, you must return the goods within 14 days.

Exceptions

The right to cancel or withdraw may not apply to:

  • products made to the customer’s specifications or clearly personalised;
  • sealed software or licence products once the seal has been broken, where applicable;
  • digital content, licence codes or cloud services where supply or performance has begun with the customer’s prior express consent and acknowledgement that the right of withdrawal may be lost;
  • services that have been fully performed during the withdrawal period following the customer’s prior express request and acknowledgement; or
  • other products or services excluded from cancellation or withdrawal rights under applicable consumer law.

The customer’s statutory rights relating to faulty, damaged, incorrectly supplied or non-conforming goods are not affected.

Clearance, discounted or promotional products are not automatically excluded from statutory cancellation or withdrawal rights. Any restriction will apply only where permitted by law.

Returns

Before returning a product, please submit a return request through our website or contact us and provide your order number and the reason for the return.

Unless the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, the customer is responsible for the direct cost of returning it.

Returned products must be:

  • adequately packaged;
  • complete with all supplied accessories, cables, power supplies and mounting components;
  • accompanied by the supplied documentation, where applicable; and
  • returned in their original packaging where reasonably possible.

You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functionality.

For CCTV cameras and Ivideon Bridges, this normally allows visual inspection and reasonable basic testing. It does not include prolonged installation, extended use, physical modification, firmware modification, removal of serial-number labels or use in a manner that materially reduces the product’s resale value.

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect and test the product.

We recommend using a tracked and adequately insured delivery service. The customer remains responsible for the returned products until they are received by us.

Refunds

Where a valid consumer cancellation or withdrawal request is made, we will refund the amounts required by applicable law.

Where required by law, this includes the original standard delivery charge. It does not include any additional amount paid for premium, expedited or other delivery options exceeding our least expensive standard delivery service.

We may withhold the refund until:

  • we have received the returned products; or
  • the customer provides satisfactory evidence that the products have been sent back,

whichever occurs first.

Refunds will normally be made using the original payment method unless otherwise agreed.

Customs duties, import taxes, customs-clearance charges, handling fees and courier administration charges paid to customs authorities, couriers or other third parties are not normally refundable by Ivideon.

The customer may need to apply directly to the relevant customs authority, courier or service provider for any available reimbursement.

Warranty Policy

Faulty, damaged or incorrectly supplied products

Please contact Ivideon Support as soon as reasonably possible and provide:

  • the order number;
  • the model and serial number of the affected product;
  • a description of the fault or damage;
  • photographs or video where reasonably requested; and
  • diagnostic information requested by the Ivideon technical support team.

We may carry out remote diagnostics before arranging a return, repair, replacement or refund.

Orders delivered within the United Kingdom

Where a product is faulty, damaged, incorrectly supplied or does not conform to the contract, we will provide the remedy required by applicable consumer law.

Depending on the circumstances, this may include:

  • repair;
  • replacement;
  • price reduction; or
  • refund.

Where a return is required because of a confirmed fault or an error by Ivideon, we will provide a prepaid return label or reimburse reasonable return-delivery costs.

Orders delivered to European Union countries

European Union consumers retain the mandatory legal-guarantee rights provided by the applicable law of their country of residence.

Following remote diagnostics, we may arrange a repair, replacement or another remedy required by applicable law.

We may ask the customer to return the faulty product. Where returning it would be disproportionate, we may ask the customer to provide reasonable evidence that the product has been permanently disabled or destroyed.

Where a product is confirmed as faulty or incorrectly supplied, Ivideon will cover reasonable return and replacement-delivery costs.

Replacement shipments will normally be arranged in a manner intended to avoid duplicate import charges. However, customs procedures vary between countries, and the customer may be required to assist with customs documentation or apply for reimbursement of import charges.

Business customers and other international orders

Warranty remedies for business customers and customers outside the United Kingdom and European Union are subject to:

  • the applicable product warranty;
  • the relevant sales contract;
  • these terms; and
  • any mandatory applicable law.

Warranty coverage may not apply to damage or faults caused by:

  • unauthorised modification;
  • firmware modification not approved by Ivideon;
  • improper installation;
  • misuse or accidental damage;
  • incompatible power supplies or accessories;
  • use outside the product specifications;
  • exposure to unsuitable environmental conditions; or
  • normal wear and tear.