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Warranty and RMA
Worries? We Stand Behind What We Sell
Warranty Coverage
- The 3-year limited warranty for new VIDOSEC IP cameras continues(LPR:2-years) from the original purchase date.
- The warranty only applies to cameras purchased through authorized VIDOSEC channels. It is not transferable.
Warranty Void Situations
- The warranty is void if the product is labeled “sample” or has altered or removed tags/stickers, is dismantled or defaced, has unauthorized service, is mishandled/misused, or has damage from accidents or abuse.
- The warranty does not cover improper installation, operating conditions, battery mishandling if have, or electrical problems.
- Unauthorized firmware upgrades also void the warranty.
Firmware Updates
- Customers are NOT advised to promptly install any new firmware updates released by VIDOSEC on their own. Updates should only be done under the guidance of a VIDOSEC engineer to avoid potential issues.
- Self-updates without VIDOSEC supervision can void the warranty.
Out of Warranty Service
- For products outside the warranty period, VIDOSEC can provide paid repair services at competitive rates to maximize useful product lifetime.
Liability Limitations
- VIDOSEC is not liable for any incidental or consequential damages. Total liability does not exceed the amount paid for the product.
- VIDOSEC is not responsible for any extra commitments unless written proof is provided.
RMA policy
- Policy for Returns of Items Bought from VIDOSEC
- Non-Manmade Faulty Products
- Within 30 Days
– VIDOSEC handles shipping costs, refunds, and replacements. - During Warranty Period
– Customer bears shipping costs, and replacements are handled by VIDOSEC. - Beyond 1 Year but Within 3-Year Warranty
– Customers cover shipping, no refunds, replacement costs based on weight and size.
– Note: No full refund for non-manmade defective VIDOSEC products within 1-year warranty.
- Within 30 Days
- Manmade Faulty Products
- During Warranty Period
– Customers manage shipping, no refunds, customers replace the product.
– Note: For manmade defective VIDOSEC Products, customers bear associated fees for replacement or repair.
- During Warranty Period
- Non-Manmade Faulty Products
- Return Process:
1. Complete RMA request form.
2. Email the form to support@vidosec.com for an RMA number.
3. Pack and ship the items. - Shipping Details:
– Use a trackable carrier for returns.
– International customers may face additional duties, taxes, and fees.
– Cross-shipment option available under specific circumstances.
– Return Policy for Items Purchased from an External Vendor
– Consult the third-party store or vendor for their return and refund guidelines.
- For Missing Parts:
– Orders directly shipped from VIDOSEC’s warehouse:
– Notify within 30 days of delivery regarding any missing parts.
– Contact support@vidosec.com or the salesman to follow up
If you discover missing parts after the order is directly shipped from VIDOSEC’s warehouse, here are the steps to follow up:
1. **Contact Customer Service**: Immediately reach out to VIDOSEC’s customer service department to inform them about the missing parts. They will provide you with further guidance and support.
2. **Provide Order Information**: When contacting customer service, be ready to provide the order number, transaction date, and a detailed description of the missing parts. This will help them locate the issue faster and offer you a solution.
3. **Follow Instructions**: Act according to the advice and instructions given by the customer service department. They may ask for photos or other evidence, or arrange for the missing parts to be resent.
4. **Document Communication**: Make sure to document all communication with the customer service department, including dates, times, and the discussion details. This will help you track the progress of issue resolution.
5. **Continued Follow-Up**: Regularly follow up as needed to ensure the problem is addressed properly and resolved in a timely manner. If you do not receive a response or solution within a reasonable time frame, reach out to customer service again.
