- New RMA Require
- RMA Tracking Check
- Return Policy
Return & Exchange Policy
We Stand Behind Every Product We Sell.
If for any reason you are not satisfied with your purchase, simply return it within 30 days, and we'll replace it or refund the cost of the item (excluding shipping fees). All items must be returned in their original condition. Defective items returned within the manufacturer's warranty period (or within 12 months if there is no manufacturer warranty) will be replaced at no cost to you.
All RMA accounts that are idle for more than 30 days are closed due to inactivity. The client must call for authorization in order to have their RMA account re-opened.
RMA Search
EP Surveillance is a wholesaler of quality video surveillance products. We value our customers and fulfill best return practice. Please read below for our return policy.
Before returning any product for any reason, please first obtain an RMA (Return Merchandise Authorization) number. Sending a product back without an RMA number will significantly delay the RMA process.
You can complete the online form to request an RMA number. Online RMA requests are processed within 5 business days. Our customer support can also assist with obtaining an RMA number. The following information may be required in order to complete the RMA request:
- Your name
- Company name
- Address
- Phone number
- Original invoice
- The product's model number
- Credit card number
- A brief description of the problem that is occurring with the product to be returned
Once the RMA is created, you will receive an email with additional instructions on how to proceed. Every returned product must have its RMA number clearly visible on the return shipping label and in the box.
Part 1. Return within 30 Days for Refund with or without reason
If the product that you purchased does not function to your satisfaction or does not apply to your installation application (the” Product for Refund”), you may return your Product for Refund for a full refund within 30 days of the invoice date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip, or in the purchase agreement terms. For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. We shall not be responsible for any loss or damage to the Product for Refund caused in transit.
To avoid any delay or denial of processing your refund request please verify your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).
The Product for Refund must be:
1. In the original manufacturers packaging, and shipped securely;
2. Complete with all the accessories, documentation, and standard certification labels, including, but not limited to UL listing, capacity, brand name, UPC code;
3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals;
4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges;
The Product for Refund will be thoroughly inspected by us when received and a determination will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to us, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at our sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.
If the Non-conforming Product for Refund is rejected by us, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from us back to you.
Part 2. Warranty Return
In the event that your product becomes defective according to the product’s limited warranty and within the warranty period (1-year warranty for new hardware and 90-day warranty for Certified Refurbished), you may return your defective product (the “Returned Product”) to us for repair or replacement.
Shipping of Returned Product
After the first 30 days from your invoice, you are responsible for shipping the Returned Product to us. For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. We shall not be responsible for any loss or damage to the Returned Product caused in transit.
Shipping of Repaired Product and Replacement
If the Returned Product is tested and found to be defective and covered by the product’s limited warranty, we will ONLY provide free ground shipping for the repaired product or replacement to a continental USA destination. If you are outside of the continental USA, we reserve the right to charge you with the additional shipping cost and other fees to ship the repaired product or replacement back to you.
If the Returned Product is tested and found to be non-defective or not covered by the product’s limited warranty by the certified product RMA technicians, you will be responsible for arranging shipment of the Returned Product from us to your location.
Under no circumstance is our responsible to any customs clearance and/or duty, tax, fees that are enacted by the shipping carriers.
Cross Shipment
In the event that a replacement product is needed immediately, a cross-shipment option is available if the original purchase date is within 6 months of the cross-shipment request. We will ONLY provide free ground cross shipment to a continental USA destination. Any cross shipment to areas outside of the continental USA will be charged additional shipping cost and other fees.
Requesting this option implies that your Returned Product has a defective part and you will ship it back to us within 25 calendar days of the authorization of the cross shipment. You will be asked to secure the return by providing a credit card number. BY REQUEST OF CROSS SHIPMENT, YOU AUTHORIZE us TO PLACE A 30-DAY CROSS-AUTHORIZATION ON THE CREDIT CARD EQUAL TO THE LIST PRICE OF THE REPLACEMENT PRODUCT BEING SHIPPED. We will charge the full amount that was authorized on the credit card under following circumstances:
If the Returned Product is not received by us within 25 calendar days from the authorization date of the cross shipment;
If the Returned Product is determined to not be covered by the product’s limited warranty by the certified product RMA technicians.
We will ship the replacement product within 2-3 business days from the authorization date of the cross shipment.
Upgrade or Exchange Procedure
We are unable to exchange any Returned Product for a product of a different type unless the Returned Product satisfies all the following requirements:
The Returned Product is returned to us for repair or replacement under the product’s limited warranty and within the warranty period (1-year warranty for new hardware and 90-day warranty for Certified Refurbished)
The Returned Product is found to be defective and irreparable by the certified product RMA technicians;
Products that are the same model as the Returned Product are out of stock.
If the Returned Product satisfies the described requirements, we will offer, at our sole discretion, a variety of options for substitution or an upgraded product.
The Returned Product is found to be defective and irreparable by the certified product RMA technicians;
Products that are the same model as the Returned Product are out of stock.
If the Returned Product satisfies the described requirements, we will offer, at our sole discretion, a variety of options for substitution or an upgraded product.