Returns Policy

Last updated: April 2026

We want you to be completely satisfied with your purchase. This policy explains your rights when returning goods purchased from NovaSecure, operated by CCTV Security UK Limited.

Your Statutory Rights — Consumer Rights Act 2015

As a consumer purchasing goods from a UK business, you are protected by the Consumer Rights Act 2015. Under this Act, all products sold must be:

• Of satisfactory quality — free from defects and fit for purpose
• As described — matching the description provided on our website
• Fit for purpose — suitable for the use you made known to us

If goods do not meet these standards, you have the right to a repair, replacement or refund.

30-Day Right to Return

In addition to your statutory 14-day cancellation right under the Consumer Contracts Regulations 2013, NovaSecure voluntarily extends this to 30 days from the date of receipt. You may return any item within 30 days of receiving it for any reason whatsoever, including simply changing your mind.

Returned items must be:

• In their original, undamaged packaging
• Complete with all accessories, cables, manuals and documentation
• In an unused or as-new condition

Items that have been installed, mounted, or that show signs of use beyond reasonable inspection may be subject to a partial refund to cover diminishment in value.

2-Year Warranty

All cameras sold by NovaSecure carry a 2-year manufacturer warranty against defects in materials and workmanship. If your camera develops a fault within 2 years of purchase that is not caused by accidental damage, misuse, or normal wear, we will arrange a repair or replacement free of charge.

The warranty does not cover:

• Physical damage caused by dropping, impact or improper installation
• Water damage not consistent with the camera's stated IP rating
• Damage caused by use with incompatible accessories or power supplies
• Normal wear and tear (battery degradation is considered normal wear)

How to Return an Item

1. Email us at info@novaroofers.com with your order number, the item(s) you wish to return, and the reason for the return.
2. We will respond within one business day with a Returns Authorisation (RA) number and return address.
3. Securely package the item(s), including the RA number clearly on the outside of the package.
4. Send the package to the address provided. We recommend using a tracked service — we cannot accept liability for returns lost in transit.
5. Return postage costs are the customer's responsibility except where goods are faulty or incorrectly supplied, in which case we will provide a prepaid label.

Refunds

Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method used. You will receive an email confirmation when your refund has been processed.

Refunds include the original standard delivery cost where the full order is returned. Express or Saturday delivery charges are non-refundable unless the goods were faulty or incorrectly sent.

Faulty Items on Arrival

If your item arrives faulty or damaged, please contact us within 48 hours of delivery at info@novaroofers.com. Please include your order number and photographs of the fault or damage. We will arrange a free return and send a replacement or issue a full refund at your preference, including any delivery charges paid.

Contact

For any returns, warranty or refund queries, please contact us:

• Email: info@novaroofers.com
• Address: CCTV Security UK Limited, 4 Capricorn Centre, Cranes Farm Road, Basildon, Essex, SS14 3JJ