Returns & Refunds Policy
1. Return Eligibility & Time Limit
We accept return requests within 30 calendar days after delivery confirmation of your security accessories order.
To qualify for return or refund:
- Items must be unused, unassembled, unmodified, kept in original factory packaging with all tags, accessories and manuals complete.
- No scratches, stains, installation traces, water damage or man-made damage.
- You must apply for a formal RMA (Return Merchandise Authorization) number via our official email before sending items back. Packages without an approved RMA number will be rejected upon receipt.
2. Non-Returnable Items (Critical for Security Hardware)
The following items are not eligible for returns or exchanges:
1. Custom OEM/ODM products, private-label customized bulk orders;
2. Clearance, discounted final-sale items;
3. Products damaged by improper installation, wrong wiring, overvoltage, outdoor misuse, disassembly or user modification;
4. Items damaged during return shipping due to poor packaging on buyer’s side;
5. Consumable small spare parts opened for testing.
3. Two Scenarios for Return Cost Responsibility
Scenario A: Our Fault (Defective, Wrong Item, Shipment Error)
- If items arrive damaged, defective, or we send incorrect products mismatching your order;
- Please provide clear photos/videos within 7 days after receiving the package for verification.
- We cover reshipment cost for replacement, or process full product refund. Original outbound shipping fee will also be refunded.
Scenario B: Buyer’s Voluntary Return (Wrong model, over-purchase, changed plan)
- Return shipping cost and any import duties incurred on the return parcel are borne entirely by the buyer.
- A 10% restocking fee will be deducted from your total refund to cover inspection, repackaging and handling cost.
- Original delivery fees paid at checkout are non-refundable.
4. Step-by-Step Return Process
1. Send an email to [your store email] with your order number, item list, return reason and supporting photos;
2. We review your application and issue an official RMA number within 24 business hours;
3. Pack goods securely, mark the RMA number clearly on the outer box, and ship to the designated return address we provide;
4. We inspect returned items within 3–5 business days after receiving the parcel;
5. Once approved, refunds or exchange arrangements will be processed accordingly.
5. Refund Timeline & Method
- Approved refunds will be issued to your original payment account within 5–10 business days after inspection pass.
- The actual arrival time depends on your bank or payment platform processing rules.
- Partial refunds or store credit alternatives are also available upon your request.
6. Exchange Service
You may apply for item exchange within the 30-day window. If new items have different prices, we will settle the price difference accordingly. For urgent engineering orders, we offer priority exchange arrangement after RMA approval.
7. Warranty Note (For Security Accessories)
Our standard 12-month manufacturer warranty applies to all regular surveillance accessories. Warranty covers only factory defects, not man-made damage, improper installation or daily wear. Warranty service does not equal free return.
8. Contact Us for Support
Email: [your email]
WhatsApp: [your WhatsApp number]
We respond to all return inquiries within 24 working hours.