Delivery, Returns
& Dropshipping

About our store

X-Stream Cams Ltd offers selected physical products through our online store. Some or all physical products are supplied and fulfilled using an independent third-party fulfilment and dropshipping provider.

X-Stream Cams Ltd does not necessarily physically store, package or dispatch these products ourselves. Where dropshipping is used, order information necessary to fulfil the purchase is securely provided to our fulfilment provider, who dispatches the goods directly to the customer.

Order processing and fulfilment

Once a customer places an order and payment has been successfully authorised, the order will be submitted for processing and fulfilment.

Products will be shipped within three (3) business days of successful payment authorisation.

Orders may be dispatched directly from our third-party supplier to the delivery address supplied by the customer.

Customers will receive relevant order and delivery information where available. The three-business-day period relates to shipment/dispatch of the order and does not mean delivery is guaranteed within three business days.

Delivery times shown on our website are estimates and may vary depending on destination, courier delays, weekends and public holidays.

Delivery

Available delivery services and charges will be displayed during the ordering or checkout process where applicable.

Our fulfilment provider may use recognised delivery companies including Royal Mail, EVRi, DPD or other appropriate carriers.

Customers are responsible for providing a complete and accurate delivery address. X-Stream Cams Ltd cannot guarantee that an address can be changed once an order has entered fulfilment.

Delayed or missing orders

If an order has not arrived within the expected delivery period, customers should contact X-Stream Cams Ltd rather than contacting our fulfilment provider directly.

We will investigate the matter with the supplier or courier and keep the customer informed. Customers remain entitled to their applicable statutory consumer rights where goods are not delivered.

Damaged, faulty or incorrect products

Customers should contact us as soon as reasonably possible if an item arrives damaged, faulty, incomplete or different from the product ordered.

We may request reasonable information or photographs to allow us to investigate the issue. Where appropriate, we will arrange a replacement, refund or other remedy in accordance with applicable UK consumer law.

Returns and cancellations

For eligible purchases, consumers may have a legal right to cancel an online order within 14 days of receiving the goods, subject to statutory exceptions.

After notifying us of a cancellation, the customer will normally have a further 14 days to return the goods.

Certain products may not qualify for cancellation or return once opened or unsealed where an exemption under consumer law applies, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons.

Customers should contact X-Stream Cams Ltd before returning an item so that we can provide the appropriate return instructions.

Refunds

Where a refund is approved, it will normally be returned using the original payment method where possible and in accordance with the applicable payment-provider procedures.

Refund processing times may vary depending on the payment provider or financial institution. Nothing in this policy limits a customer's statutory rights.

Third-party fulfilment

Our use of a third-party supplier to store or dispatch products does not remove X-Stream Cams Ltd's responsibilities to its customers.

Customers purchasing through the X-Stream store should contact X-Stream Cams Ltd regarding their order, return, refund, complaint or delivery issue. Customers should not be required to resolve issues directly with our wholesale supplier.

Customer support and complaints

Questions concerning an order, delivery, cancellation, return or refund should be submitted through the contact details displayed on the X-Stream Cams website.

Complaints will be handled under our published Complaints and Appeals Procedure.

Your statutory rights

This policy is intended to operate alongside applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing within this policy is intended to exclude or restrict rights that cannot lawfully be excluded or restricted.