Refund policy

Returns & Refund Policy

Last Updated: 6 July 2026

Thank you for shopping with HIKMICRO UK, operated by Elite Optical Distribution Limited. We want you to purchase with confidence and are committed to resolving any issues fairly and efficiently.

This policy explains your rights when returning products purchased from hikmicro.co.uk and should be read alongside our Terms of Service and Warranty Policy.

1. Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

If goods are faulty, not as described or unfit for purpose, you may be entitled to a repair, replacement or refund in accordance with UK consumer law.

2. Changing Your Mind

If you purchase online, you have the right to cancel your order within 14 calendar days of receiving your goods without giving a reason.

To exercise this right, you must notify us before the cancellation period expires.

Once cancellation has been confirmed, you have a further 14 days to return the goods.

Refunds will normally be processed within 14 days of receiving the returned goods or receiving evidence that they have been returned.

3. Conditions for Change of Mind Returns

To qualify for a return under your cancellation rights, products should:

• be returned in a resaleable condition
• include all original packaging
• include all supplied accessories
• include manuals and documentation
• not show signs of unnecessary handling beyond what would reasonably be expected when inspecting the goods.

We reserve the right to make deductions from refunds where the value of the goods has been reduced through excessive handling.

4. Faulty or Damaged Products

If your order arrives:

• damaged
• incomplete
• incorrect
• faulty

please contact us as soon as possible and, where practical, within 48 hours of delivery.

Providing photographs of any damage helps us resolve issues quickly.

Depending on the circumstances, we may arrange:

• replacement
• repair
• collection
• refund

in accordance with your legal rights.

5. Products That Develop a Fault

If your product develops a fault after delivery, please contact our Customer Support team before returning the item.

Our team will assist with:

• troubleshooting
• warranty verification
• repair arrangements
• replacement where appropriate.

Some products may require inspection before a decision can be made.

6. Manufacturer Warranty

Many HIKMICRO products are supplied with a manufacturer's warranty.

Where applicable, warranty claims may be handled through HIKMICRO UK's authorised service process.

Full details can be found within our Warranty Policy.

Manufacturer warranties are provided in addition to your statutory consumer rights.

7. Non-Returnable Items

Unless faulty or required by law, we cannot normally accept returns of:

• software or digital downloads once supplied
• personalised or customised products
• products specifically ordered to customer requirements
• sealed items where the seal has been broken and the product is unsuitable for return for hygiene reasons (where applicable).

8. Return Authorisation

Please contact Customer Support before returning any product.

Returns received without prior authorisation may result in delays while ownership and purchase details are verified.

Where appropriate, we will provide:

• return instructions
• packaging guidance
• reference numbers
• return address details.

9. Return Shipping

Where a product is being returned because you have changed your mind, you are normally responsible for the cost of returning the goods.

If the return is due to:

• a manufacturing defect
• an incorrect item supplied
• transit damage
• another error on our part

we will normally arrange collection or reimburse reasonable return postage costs.

We recommend using a tracked and insured delivery service for all returns.

We cannot accept responsibility for returned items lost in transit.

10. Inspection of Returned Products

Returned products may be inspected before a refund, repair or replacement is authorised.

Inspection may include checking:

• product condition
• serial numbers
• completeness
• signs of accidental damage
• evidence of misuse
• warranty eligibility.

11. Refunds

Approved refunds will normally be issued using the original payment method.

Delivery charges will be refunded where required under applicable consumer legislation.

Refund processing times vary depending on your payment provider but are typically completed within 5–10 working days after processing.

12. Exchanges

Where stock is available, we may offer exchanges instead of refunds.

If the requested replacement product has a different value, any additional payment or refund will be processed accordingly.

13. Products Purchased from Other Retailers

If your HIKMICRO product was purchased from another retailer or authorised dealer, you should contact the original retailer in the first instance regarding returns or refunds.

Warranty support may still be available through HIKMICRO UK depending on the product and warranty terms.

14. Returning Your Product

Before returning a product, please ensure that:

• batteries are removed where appropriate
• personal data has been removed where applicable
• all accessories are included
• the product is securely packaged.

Failure to package products adequately may result in damage during transit.

15. Contact Us

To arrange a return or discuss a refund, please contact:

HIKMICRO UK
Elite Optical Distribution Limited

Email: support@hikmicro.co.uk

Telephone: +44 (0)1803 658 369

Warranty Information:

https://hikmicro.co.uk/pages/warranty-service

Support Hours:

Monday to Friday

9:00am–5:00pm (GMT)

Excluding public holidays

Please include your:

• order number
• full name
• contact details
• description of the issue
• photographs where appropriate.

Providing this information will help us resolve your enquiry as quickly as possible.