When you buy from Pacetech, we want you to be fully satisfied, So if you like to return for any reason we will work with you to make sure it happens smoothly 

Like to return an item?

You can request a return using our Chat. 

In addition to this policy, Our return policy as per Distance Selling regulation (DSR) of the United Kingdom

1: Like to Cancel your order If you changed your mind

If you have simply changed your mind about any item ordered and you wish to cancel your order, no problem at all. An order can be cancelled at any point before the goods are delivered to you. You can communicate via email [email protected] or ring us for an urgent response on 0121 389 1740. In line with the Consumer Contract (ICAC’S) Regulations and DSR, you have a cooling-off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you've informed us that you wish to return your item, you have 30 days to return it. Once the item is received at Pacetech Ltd, we'll issue a full refund for the product to your original payment method.

Please note that this policy has some limitations and does not apply to business customers.

2: Returns using your own method of delivery or arrange a collection 

If you choose for a refund of a Product returned by you because of a defect we will supply a free return. via Royal mail or alternative service depends upon the cost. In the case of Royal Mail we will direct you to the royal mail website where you print your return label using our account. There will be no cost to you. Please obtain a receipt from the post office once you hand in the package. We recommend using our collection service for a safe return. we recommend that you contact us in the first instance to see if you can make use of this service. However, at your discretion, you may arrange to return the product via your own courier method, in this case, Pacetech will refund the delivery cost based on its costing. A proof delivery cost receipt is required to ensure charges incurred for the courier method are reasonable.

3: Goods Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 48hrs. (please note that this is 1 working days for our business customers). If the items are visibly damaged on receipt, we recommend that you record this on the carrier's delivery note. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not damaged in transit.

Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method

4: Goods Faulty upon Arrival

If your purchases are faulty on arrival, we request that you inform us within 14 days of receipt if you wish to receive a full refund (please note that for our business customers, this is 14 days). Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. Refund on Return delivery cost as per policy written in section 2.  

5: Hikvision Faulty Items

Some Hikvision products, such as PTZ and high-end recorders, do not qualify for advanced replacement. We send the item back to Hikvision, and they decide whether it's repairable or qualifies for advanced replacement.

6: Items Faulty after 30 days of delivery. 

If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. If the item is faulty, we'll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last. Many manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience, which we recommend you use in order to correct the fault quickly. 

As a consumer, you have legal rights in relation to Products that are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. http://www.legislation.gov.uk/ukpga/2015/15/contents/enacted Nothing in these terms will affect your legal rights. For business customers, all warranty repairs after 28 days of receipt are referred directly to the manufacturer.