Refund policy

Your statutory rights: Nothing in this policy limits your statutory consumer rights. Where those rights require a remedy or require us to pay return costs, they take priority over the commercial warranty and postage arrangements below.

Returns: Change of Mind

You have the right to cancel your order within 14 days of receiving your item without giving any reason, in line with the Consumer Contracts Regulations 2013. We extend this to 30 days for extra peace of mind.

To be eligible for a return, the item should be in its original condition and packaging. We may make a deduction from your refund if the item has been handled in a way that goes beyond what is reasonably necessary to inspect it.

Returns: Faulty or Damaged Goods

If your item is faulty, damaged, or not as described, you are entitled to a full refund within 30 days of delivery, regardless of use. After 30 days, we will repair or replace the item under our warranty terms.

Refunds

Once we receive and inspect your return, we will notify you by email and confirm whether a refund is approved.

  • Refunds will be issued to your original method of payment.

  • If you haven’t received a refund within 15 working days, please check with your bank or credit card provider first. If the issue persists, contact us at help@ruralview.uk

Please note: Return shipping costs for refunds are the responsibility of the customer. These costs are non-refundable.

Warranty (18 Months)

All RuralView cameras purchased from 8 October 2026 have an 18-month warranty against manufacturing faults or defects. Cameras purchased before this date remain covered by the warranty terms that applied when they were bought.

  • First 30 days: A brand-new replacement or full refund will be provided for faulty items.

  • Day 31 to 12 months: We will repair or replace your product. Replacements may be refurbished units of equal quality. Postage costs are covered by RuralView.

  • Months 13–18: We will continue to repair or replace your product (refurbished units may be supplied). Customers are responsible for all postage costs.

Warranty on replacements:

  • Replacement products (new or refurbished) are covered by the remaining balance of your original warranty.

  • If less than 3 months of warranty remain at the time of replacement, a minimum 3-month warranty will apply to the replacement unit.

Lifetime Promise

The RuralView Lifetime Promise gives the original purchaser continuing UK technical support for as long as they own a camera originally supplied by RuralView. It is a support and service commitment, separate from the camera warranty. It does not automatically extend camera cover to accessories.

After the applicable warranty ends, we can help you explore a cost-effective repair or a fairly priced replacement. Out-of-warranty repairs, replacement cameras and related postage may be chargeable, subject to your statutory rights. Any cost and applicable cover will be explained before you agree.

Repair options depend on reasonably available parts, repair facilities, technology and economic viability. Discounted refurbished cameras or preferential pricing towards newer cameras depend on availability. No fixed discount, guaranteed response or repair time, indefinite repairability, or continuing app, software or network compatibility is promised.

The Lifetime Promise is not a lifetime warranty and does not provide automatic free lifetime repairs, replacements or refunds. It does not extend warranty cover to damage outside the applicable warranty terms.

Your statutory consumer rights are unaffected. They may continue after a commercial warranty has ended. Please contact our UK team before sending a camera back, and read the full RuralView Lifetime Promise and its service limitations.

Exchanges

We only replace items if they are defective or damaged and within the 30-day return period or covered under warranty.
To arrange an exchange, please email help@ruralview.uk and we’ll guide you through the next steps.

Shipping

To return your product, please send it to:

RuralView.uk
Syndale Farm
Doddington
Sittingbourne
Kent
ME9 0EA

When returning items:

  • You are responsible for return shipping unless it is a warranty claim within the first 12 months.

  • If your order was over £75, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

  • Please include your order number inside your package.