If a product doesn't work, buyers can contact our warranty service team (contacts@cctv-mall.com) Before customers send items back to us for repair, Please contact with warranty service team (contacts@cctv-mall.com). then we will provide you with the details.
warranty service team, as follows are the contact details :
Email: contacts@cctv-mall.com
Working Time: 9:30-12:00 am/13:30-19:30 pm.(Beijing Time, Weekends And Holidays Excluded)
If you want to send it back for repair, Please do as below:
- Please contact us by Email: contacts@cctv-mall.com; we will provide the warranty return address to you.
- Send out your package through the local post office and note "used and as a gift to my friend", do not return it by DHL, or UPS...as it will cost high customs and it may be in trouble with customs clearance.
( Please don't return the phones back by DHL/UPS /FEDEX/TNT. Express service. Because the China customs are Strict with the package shipped by Express, we cannot receive the package. Please send it back by local Postal service or according to cctv-mall service team's request. )
- Marked your order No. on shipping documents, as we have many different departments and have many packages every day, Please remember to write your order number, so I can know which package is from you.
- Write down your return information and put it in the package. Including Full name, detailed address, postcode, and Phone Number
- Take some photos of the delivery when you send it back to us. Please inform us and provide the tracking number if you have sent it back to us.
cctv-mall Product
Because HIK can not accept change and cannel orders, we also can not accept orders including HIK products you buy from cctv-mall cannel or change model.
we will info you about the delivery time of the HIK products and place the order. As usual, HIK delivery time needs 25 work days, if you place the order to cctv-mall , deemed
Return Policy
Please inspect the package in front of the courier
We have a QC team who tests your ordered products to make sure they are functioning correctly before they are packed and sent to you. In addition to the normal quality assurance checks, all the goods have passed in the factory line.
cctv-mall .com's Standard Return Policies are only applicable to the products purchased by you directly from cctv-mall .com. All returns require a Return Merchandise Authorization (RMA) number. The policy of Compensation First is available for all the problems.
Defective Item
* within 7 working days after you received the item
If your products are purchased from cctv-mall . com turn out to be defective (physical damages and damages caused by incorrect usage excluded) within 7 working days(after you received the item), you may return them for replacement(the goods must be new, and you need to pay the freight cost from your address to cctv-mall ) or full refund. ( the goods which send back for replacement must be new and with the whole set. )
Remember to choose an inexpensive shipping method with an available tracking number to return the product if possible;( Please don't return the phones back by DHL/UPS /FEDEX/TNT. Express service. Because the China customs are Strict with the package shipped by Express, we can not receive the package. Please send it back by local Postal service or according to cctv-mall service team's request. )if the shipping method with the available tracking number is expensive, you may ship it back to cctv-mall with the non-tracking number shipping method or ship by your local post service. Please make sure to keep all the shipping receipts before your problem is solved.
* After 7 working days since you received the item
If the item becomes defective after 7 working days from shipment, customers will still be allowed to send the unit back to us. We will help forward the item to the manufacturer for repair. buyers cover the send-back shipping cost and any cost incurred during the process of repair. If the item is un-repairable after being checked by the manufacturer, cctv-mall will send it back to customer.cctv-mall will cover the shipping cost which send back to customers .
Customers do not cover any handling fee, only the shipping fee and the cost of repair (some accessories should be replaced during repair). According to the long term friendly relationship with manufacturer, we will request for a lower maintenance fee for our customers.
Unsatisfied Item
We don't accept without quality problems,refuse to refund.
Missing Item (Items missed completely or partially from an order) cctv-mall will ship the missing item to the customer once we check it.
If the item is just out of stock, a full refund of the item’s price will be issued.
Customer should contact cctv-mall Customer service within 15 days of shipment date when meet the problem.
Sweet reminder: remember to keep the package if the “missing item” issue happens, because cctv-mall may need it to solve your problem. Any confirmation that cannot be fulfilled successfully due to customers’ responsibility, cctv-mall will refuse to solve this kind of problem.
DOA (Dead on Arrival or Damaged on Arrival) Products
You may return the item damaged on arrival (physical damage or scratch) or item dead on arrival within 7 days after delivery or 15 days after shipment if the delivery date is not traceable.
DOA products should meet the following standard:
* The accessories, including the retail box, manuals, cables, and all other items originally included in the package are intact.
* The problem with the product is not caused by incorrect usage.