General Policy
Security equipment and custom installations require special care. Please contact us within 30 days of your purchase or installation date if you are unsatisfied. We cannot offer refunds or exchanges beyond this 30-day window.
CCTV Installation Policy: Refunds & Returns
This policy explains refunds and returns for our security products (CCTV cameras, alarms, panic buttons and accessories) and our installation services.
Eligibility for Product Returns
To return physical equipment, you must meet these conditions:
Unused Condition: The item must be unused. It must look the same as when you received it. This means no scratches, mounting marks, or missing parts.
Original Packaging: You must return the item in its original packaging with all accessories.
Non-Installation: We cannot refund products that you have installed, wired, or mounted. The only exception is for defective items.
Non-Returnable Items
These items do not qualify for returns or refunds:
Custom Cuts: Pre-cut cables or custom-length wiring.
Software: Downloaded software licenses or firmware upgrades.
Hazardous Materials: Batteries or items classified as hazardous for shipping.
Refunds for Products
Once we receive and inspect your returned item at our warehouse, we will email you to confirm receipt.
Approval: If we approve your return, we will process your refund. The credit will automatically go back to your original payment method (credit card or PayPal) within 5-10 business days.
Rejection: If we reject your return due to damage or signs of use, we will email you. We will then arrange to send the item back to you. You will pay for the return shipping.
Refunds for Installation Services
Our installation service involves work at your premises. Therefore, these rules apply:
Service Concerns: Tell us within 7 days of the installation date if you are unhappy with the work quality.
On-Site Inspection: We will visit again to inspect the work. If we find the installation faulty or not meeting our agreed specifications, we will fix the issue at no cost to you.
Service Refunds: If we cannot fix the installation to a professional standard, we may issue a partial or full refund for the labor portion of your invoice. We will process installation labor refunds back to your original payment method.
Sale Items
We only refund regularly priced items. Sale items, clearance items, and “open-box” demo units are final sale. We cannot refund them.
Exchanges (Defective Items)
We only replace items if they are defective or damaged.
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For Products: If you receive a faulty camera or DVR, please email us at {email address} with photos of the defect and your order number. We will arrange for a replacement to be sent to {physical address}.
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For Installations: If a system we installed stops working due to a workmanship error, please contact us immediately to schedule a warranty service call.
Gifts
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Gift Recipient: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
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Gift Giver: If the item wasn’t marked as a gift, the refund will be sent to the original purchaser (the gift giver).
Shipping Returns (For Physical Goods)
To return a physical product:
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Mail your product to: {physical address}.
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You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
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If you receive a refund, the cost of return shipping will be deducted from your refund (unless the return was due to our error or a defective item).
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We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $100, as we cannot guarantee receipt of your returned item until it arrives at our facility.
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