FAQ
Frequently Asked Questions
If you have any queries not covered below, feel free to reach out to us. We strive to respond to emails within 24 hours, often even faster.
1. Order Placement and Delivery Time
Question: What happens after I place an order with Norwich Cameras (Neat Commerce Limited), and how long does delivery take?
Answer:
Once your order is placed and payment is processed, you’ll receive confirmation by email. We’ll keep you updated at each stage, including dispatch and tracking details, which will also be available in your Norwich Cameras (Neat Commerce Limited) account.
Delivery times vary depending on the product and destination, but most UK orders are delivered within 4–7 working days.
2. Product Authenticity
Question: Are your products brand new and genuine?
Answer:
Yes. All products sold through our website are brand new, genuine items sourced from authorised international supply partners.
Every purchase is covered by our 30-day money-back guarantee, giving you peace of mind when ordering.
3. Who am I buying from?
Question: Who is the seller of the products?
Answer:
Norwich Cameras (Neat Commerce Limited) operates the website and acts as a disclosed sales and payment agent.
The products themselves are supplied by Futronix Electronic Limited, which is the seller of record. Norwich Cameras (Neat Commerce Limited) facilitates the transaction, processes payment, and provides customer support as agent only.
4. Product Origin – Imports
Question: Are your products imported?
Answer:
Yes. Like most electronic equipment, our products are manufactured overseas and supplied internationally. By sourcing directly from international markets, we are able to offer lower prices compared to traditional UK retail models.
5. Cashback Promotions
Question: Are your products eligible for manufacturer cashback promotions?
Answer:
No. Our products are not eligible for manufacturer cashback promotions. However, our pricing is typically lower than UK retail pricing even when cashback offers are taken into account.
6. Delivery Locations
Question: Where does Norwich Cameras (Neat Commerce Limited) deliver to?
Answer:
We currently deliver to customers within the UK.
7. Import Charges and Fees
Question: Will I be charged import VAT or other fees?
Answer:
Some orders are shipped directly from outside the UK. In these cases, the customer acts as the importer of record and may be contacted by the courier to pay import VAT, customs duties, or clearance charges before delivery.
These charges are set by HMRC and the courier and are not collected by Norwich Cameras (Neat Commerce Limited).
8. Do you charge VAT?
Question: Is VAT included in the price?
Answer:
Norwich Cameras (Neat Commerce Limited) acts as a disclosed sales and payment agent on behalf of the seller, Futronix Electronic Limited.
As the seller is established outside the UK, UK VAT is not charged at checkout. Where applicable, import VAT may be payable by the customer directly to the courier or HMRC before delivery.
9. Delivery Timeframe
Question: When will I receive my item?
Answer:
Most UK deliveries arrive within 4–7 working days, although delivery times can vary depending on product availability and courier processing.
All shipments are fully tracked, and tracking details will be provided once your order has been dispatched.
10. Warranty Information
Question: How long is the warranty, and is it valid in the UK?
Answer:
All products are supplied with a manufacturer’s warranty. In many cases, the manufacturer’s UK service centre will handle warranty repairs directly.
If UK-based service is unavailable for an imported model, we’ll assist by arranging repair through the original supply channel or trusted service partners.
Please refer to the manufacturer’s website for full warranty terms.
11. Product Requests
Question: Can you source a product not listed on your website?
Answer:
Yes. If there’s a specific product you’re looking for, email us and we’ll do our best to provide a quote. New releases are added to the website as soon as they become available.
12. Pricing Structure
Question: How can you offer such competitive prices?
Answer:
Our pricing reflects a streamlined international supply model, efficient operations, and a focus on high-volume branded products. By avoiding traditional retail overheads and third-party marketplace fees, we’re able to pass savings directly on to our customers.
13. Collection Service
Question: Can I collect my order in person?
Answer:
We do not currently offer a collection service. Most products are shipped directly from our supply partners, and UK mainland delivery is fast, secure, and fully tracked.
14. Bulk Purchases and Discounts
Question: Can you offer discounts for multiple items or large orders?
Answer:
Our best prices are already displayed on the website, and we don’t usually offer additional discounts for multiple items.
For orders exceeding £5,000, feel free to contact us and we’ll review what may be possible.
15. Used Products and Part Exchange
Question: Do you sell used products or accept part exchange?
Answer:
Occasionally, we offer used items via our website or eBay store. If an item is not listed, it is not currently available.
We no longer accept part-exchange items.
16. Credit Options
Question: Do you offer credit or finance?
Answer:
No, we do not currently offer credit or finance options.
17. Discounts for Specific Groups
Question: Do you offer discounts for students, armed forces, or seniors?
Answer:
We do not offer additional group-based discounts. Our pricing is already highly competitive and reflects our best available rates.
18. Who issues my invoice or receipt?
Question: Who will my invoice be from?
Answer:
Your order confirmation and invoice will show Futronix Electronic Limited as the seller of the goods.
Norwich Cameras (Neat Commerce Limited) operates the website and processes payments as a disclosed agent on behalf of the seller. Your receipt may reference Norwich Cameras (Neat Commerce Limited) in its role as payment and customer support agent.
19. Returns and Refunds
Question: Who handles returns and refunds?
Answer:
Norwich Cameras (Neat Commerce Limited) manages returns and customer service on behalf of the seller to make the process as simple as possible for customers.
Refunds are processed by Norwich Cameras (Neat Commerce Limited) acting as payment agent for Futronix Electronic Limited, in line with our returns policy and applicable consumer protection laws.
20. Delivery Arrangements – Saturday Delivery
Question: I won’t be in for delivery — can Saturday delivery be arranged?
Answer:
Saturday delivery cannot be pre-booked. If you miss the first delivery attempt, you can contact the courier directly using your tracking details to arrange a convenient re-delivery.