30-Day Money Back Guarantee

We operate with a 30-day money-back guarantee. If you are unhappy with your purchase and wish to return it for either a refund or exchange, we ask that you do so within 30 days of receiving your order. 

All returns must be initiated by contacting us either by phone or by emailing support@farmsteam.co.uk. Please have your order number or the postcode to which the camera was shipped ready, as this is essential for booking your return. We will then email you our return instructions, which will include a link to generate a free Royal Mail Tracked48 return label that you can print and attach to your parcel. You can then arrange for Royal Mail to collect the parcel from you or drop it off at your nearest post office. 

Once we have received and processed your return, we will contact you by email to advise. We expect a return to be processed within five working days of its arrival with us. If your order has been returned for a refund, then the refund will be credited to the original payment method, minus the return postage cost (where applicable), which will be deducted from the original order total. Refunds typically take 2–3 working days, from the time they are processed, to arrive back in your account. 

Streaming Plans

Streaming plans (including any monthly subscription or add-on streaming services) are not eligible for a full refund under the 30-day money-back guarantee.

If you purchase an annual streaming plan and request a refund within 30 days, we will refund the annual plan minus one month’s subscription to account for the first month of service already provided. The remaining balance will be refunded to the original payment method once processed. 

 

12-Month Warranty

If you encounter any faults with the camera within 12 months of receiving it, we operate a fully in-house repair service to bring the camera back online for you, and if we cannot repair the camera within a reasonable timeframe, we will replace it for you. If there is a technical fault, please get in touch by emailing support@farmstream.co.uk with a detailed overview of the issue you are experiencing. The operator will likely ask you to run some tests so that we can get a full picture of the issue before offering a solution or recommending the camera be returned to us for further testing. If we recommend the camera be sent back to us for testing and repair, we aim for a 1-week turnaround from the day you ship the camera to us, and any work done to the camera will be covered under your warranty. 

Outside of any damage during shipping, the warranty does not cover any physical damage to the cameras. If the camera is found to have been damaged when we get it back, your warranty will be void and there may be a charge to repair the camera. 

Out of Warranty

If your camera develops a fault and is out of warranty, please still get in touch as we will still offer all our technical support to get the camera back online again. However, if the camera needs to come back to us for repair, there will be a charge for any work done on the camera. The exact cost of a repair will be made clear to you when we have the camera back and have completed our testing. We will not do anything that requires payment before we contact you.