Return and Refund Policy

At Orient CCTV, we strive to ensure your complete satisfaction with every purchase. Please read our Return & Refund Policy carefully to understand your rights and obligations when returning products or requesting refunds.

1. Scope & Eligibility

  1. Timeframe for Returns

    • You may request a return or replacement for any item within 7 days of delivery date.

    • For defective or damaged items, you may request a return or replacement within 14 days of delivery with proof of a short video and customer must report it with in 48 hours from delivery date.

  2. Condition of Returned Items

    • Products must be unused, uninstalled, not broken by user and in their original packaging, including all accessories, manuals, warranty cards, and free gifts (if any).

    • The product seal must remain intact (where applicable).

  3. Non-Returnable Items

    • Opened or installed cameras, DVRs, NVRs, or accessories that have been tampered with.

    • Software licenses, memory cards after activation, and items explicitly marked “non-returnable.”

    • Products damaged due to misuse, improper installation, or unauthorized repair.

2. How to Initiate a Return

  1. Contact Customer Support

  2. Return Authorization

    • Our team will verify eligibility and email you a Return Merchandise Authorization (RMA) number and instructions within 2 business days.

  3. Shipping the Item Back

    • Carefully pack the product in its original packaging with the RMA number clearly marked on the outside.

    • Ship to:

      Returns Department
      Orient CCTV
      20 Main Hall Road Opposite Araf Centre, Lahore, Pakistan

  4. Return Shipping Costs

    • For defective out of the box or wrongly shipped items, Orient CCTV covers shipping.

    • For change-of-mind return or warranty claim the customer bears the shipping cost.

3. Inspection & Processing

  • Upon receipt, our Quality Control team will inspect the item.

  • If approved, we will process your refund or replacement within 5–7 business days of inspection.

4. Refunds

  1. Method

    • Refunds are issued to the original payment method (credit/debit card, bank transfer, or cash on delivery reversal).

  2. Timeline

    • Please allow up to 10 business days for the refund to reflect in your account, depending on your bank’s processing times.

  3. Partial Refunds

    • If only part of the order is returned, we will refund the proportional cost of the returned item(s).

5. Exchanges & Replacements

  • If you wish to exchange for a different model or variant, please indicate this in your return request.

  • Exchanges are subject to stock availability.

  • Additional payment or refund may apply if there is a price difference.

6. Warranty Claims

  • Products under manufacturer warranty (e.g., 1-year Dahua warranty) must follow the manufacturer’s warranty process.

  • Orient CCTV will facilitate warranty claims but does not extend manufacturer warranties beyond their original terms.

7. Contact Us

If you have any questions about our Return & Refund Policy, please reach out:

Thank you for shopping with Orient CCTV! We’re committed to making your purchase experience smooth, reliable, and risk-free.