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Refund policy

Returns & Warranty Policy

HIKD supplies professional security equipment to customers worldwide. This policy applies to all orders placed through hikdistribution.com.

At a glance
Return window  ·  14 days from delivery, for any reason
Return shipping  ·  Paid by the customer, except for faults or our error
Restocking fee  ·  None
Refund  ·  Within 14 days of the goods reaching us
Warranty  ·  24 months from delivery

1. 14-day returns

You may return any item within 14 days of delivery, for any reason. No restocking fee is charged.

  • Request the return within 14 days of delivery by emailing sales@hikdistribution.com.
  • Send the goods back within 14 days of our confirmation.
  • Goods must be unused and complete, in their original packaging, with all accessories and serial labels intact.
  • You are responsible for the cost of returning the goods.
  • Refunds are issued to the original payment method within 14 days of the goods reaching our warehouse.

2. Faulty, damaged or incorrect items

These are handled separately from the 14-day return right above, and we cover the return shipping cost where the fault or error is confirmed.

  • Damaged in transit, or wrong item, quantity or specification shipped — report within 7 days of delivery. We arrange a replacement at our cost.
  • Product faults — covered by the 24-month warranty set out in Section 6. Where inspection confirms the fault, we reimburse your return shipping and send any replacement at our cost.

3. Items we cannot accept

  • Products that have been installed, configured or used
  • Products missing original packaging, accessories or serial labels
  • Special-order or custom-configured items
  • Software, licences and activation codes once issued

4. How to request a return (RMA)

Contact sales@hikdistribution.com with:

  • Order number
  • Model and serial number
  • Reason for the return, and for a fault, photos or video

We will issue an RMA number. Goods returned without an RMA number will be refused at our warehouse.

5. Inspection

All returned goods are inspected on arrival, normally within 5 business days of reaching our warehouse. We will contact you with the outcome. For faulty goods we will replace, repair or refund based on the findings.

Where a return is sent back as faulty but inspection finds no fault, return shipping is not reimbursed and onward shipping of the goods is at your cost.

6. Warranty

Products carry a 24-month manufacturer's warranty from the date of delivery. We will assist with warranty claims for its duration.

Warranty does not cover damage from incorrect installation, power surges, water ingress beyond the product's rating, unauthorised modification, or normal wear of consumable parts.

7. Consumers in the EU and the UK

If you are a consumer resident in the EU or the UK, the following statutory rights apply in addition to the terms above and are not limited by them.

  • You have the right to cancel within 14 days of receiving the goods, without giving a reason.
  • You may unpack and examine the goods as you would in a shop without losing this right. Rather than refusing the return, we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.
  • We will refund the price of the goods together with the standard outbound delivery charge you paid, within 14 days of receiving the goods back.
  • You remain responsible for the cost of returning the goods, except where the goods are faulty or were sent in error.

Questions about a return or a warranty claim: sales@hikdistribution.com