Returns, Exchanges, and Warranty (public)
Warranty Duration
The warranty period begins the day we ship the product. Please view the Product Warranty Information page to find specific warranty information for each product line.
What is Typically Covered
Defects or malfunctions that have occurred during normal use of the product but were not caused by improper use or improper installation.
What is Not Typically Covered
Defects or malfunctions that were caused by improper installation, misuse, mishandling, major alterations to the product, or other externally caused damage.
Examples of what would not be covered under warranty:
- Evidence of faulty power or surges (for example, burn marks on the devices board or power input).
- Damage due to severe weather, lightning surge damage, or any other major storm damage.
- Accidental damage by customer.
- Intentional damage from other sources such as theft.
- Improper installation or weatherproofing of cable connectors.
- Weather related issues occurring from using an indoor rate product outside.
- Uploading incorrect or unapproved firmware which disables a product or causes it to malfunction.
- Major alteration of product (removing connectors, drilling holes, etc).
Obtaining Warranty Service
Please call or email so that we can first troubleshoot your problem. There may something other than a defect causing the problem (example, product configuration). If we cannot resolve the problem, then you will receive authorization to return the product for exchange or repair (depending on the warranty terms). Advance replacement service is not available. All product returns must be received before replacement (if applicable) is shipped.
Shipping Costs
We pay for shipping both ways (domestic only) for defective product only. Contact us if you need a pre-paid return label. We will send the repaired or replaced product back to you via UPS ground. You may pay extra for expedited shipping.
Turnaround time
Returns are processed within one business day of receipt. Replacement product will ship out the same day it was processed. Repaired product may require additional turnaround time. Please contact us for a more accurate estimate.
30 Day Satisfaction Guarantee
If you do not like a product or it does not satisfy your need, you are welcome to return it within 30 days of purchase.
The product must be returned in like-new condition with all packing materials. Please save all packing materials until you are certain the product satisfies your needs. The product must be like-new with all packing material for a full refund. Before returning, properly pack all items in the original box with all materials included.
If for any reason a product was damaged please contact us to verify that we can accept the return.
Examples of damage that may prevent return acceptance:
- Water Damage
- Fire Damage
- Extraordinary Wear and Tear During Testing
- Modification of Components
- Cutting Non-Removable Wires or Connectors
- Connector Damage
- Excessive Markings or Scuffs
It is recommended to bench test or use temporary installation methods when evaluating products. This will help prevent damage that could otherwise occur after the final (permanent) installation.
There are no restocking fees, but you are expected to pay for return shipping on 30-day returns. The cost of return shipping will be deducted from your refund if you use a provided return shipping label that we provide. You may choose to provide your own shipping.
Refunds are issued within one business day of receiving the product return.
We only refund the original cost of the product being returned. Original shipping costs are not refunded.
