Return & Refund Policy

Return Window

Eligible equipment may be returned within 30 calendar days after the documented delivery date. Before shipping a return, you must contact Secure Vision Solutions and receive a Return Merchandise Authorization (RMA). Items sent without an RMA may be refused or returned to the sender.

Return Eligibility

To qualify for a return, equipment must be unused, uninstalled, unconfigured, undamaged, and in resalable condition. It must include the original packaging, manuals, accessories, cables, mounting hardware, serial-number labels, and proof of purchase. We may inspect and test returned equipment before approving a refund.

Items That Cannot Be Returned

The following are final sale unless the item arrived damaged or defective:

• Special-order, custom-quoted, discontinued, clearance, or explicitly marked final-sale items
• Equipment that has been installed, mounted, powered on for deployment, registered, adopted to an account, configured, altered, or damaged after delivery
• Software, licenses, cloud subscriptions, service plans, activated credentials, and other digital products
• Cut-to-length cable, opened consumables, batteries, and products missing packaging, accessories, or serial-number labels
• Labor, installation, site surveys, travel, freight, programming, and other services already performed

Restocking Fee

Approved non-defective returns are subject to a 15% restocking fee. Additional deductions may apply for missing packaging, accessories, damage, or other loss in value. If an item does not meet the eligibility requirements above, Secure Vision Solutions may decline the return.

Return Shipping

Customers are responsible for return shipping and insurance on non-defective returns. Original shipping, freight, handling, expedited delivery, and installation charges are not refundable. Secure Vision Solutions will provide return instructions with the RMA. Please package equipment securely and use a trackable, insured shipping method; the customer remains responsible for the item until it is received.

Damaged, Incorrect, or Defective Items

Inspect shipments promptly. Contact us within five business days after delivery if an item is visibly damaged, missing, or incorrect, and keep all packaging for carrier inspection. Include the order number, serial number, description of the issue, and clear photographs when available.

For an item believed to be defective, contact us before removing, replacing, or returning it. We may troubleshoot the issue, arrange testing, provide an RMA, or direct you to the manufacturer's warranty process. If Secure Vision Solutions confirms that we shipped an incorrect item or that an eligible item arrived damaged or defective, we will provide return instructions and, as appropriate, a replacement, repair, account credit, or refund without a restocking fee.

Order Cancellations

Contact us immediately to request cancellation. An in-stock equipment order may be canceled for a full refund if it has not entered processing or shipped. Once an order has entered processing, been configured, been committed to a distributor or manufacturer, or shipped, cancellation may not be possible and the return terms above will apply. Special-order and custom-quoted purchases may be noncancelable once approved.

Refunds

After an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, less applicable fees and nonrefundable charges, generally within 7–10 business days after inspection. Your bank or payment provider may need additional time to post the credit.

Installation and Project Work

Equipment returns do not automatically cancel installation, project, subscription, or service obligations. Deposits, scheduled labor, mobilization, travel, permits, custom materials, completed work, and project cancellations are governed by the applicable quote, proposal, statement of work, or service agreement. Contact us as soon as possible if project plans change.

Manufacturer Warranties

Some equipment is covered by a manufacturer's limited warranty. Warranty eligibility, remedies, exclusions, and timelines are determined by the manufacturer. Secure Vision Solutions may assist with warranty coordination but does not expand or replace a manufacturer's warranty.

How to Request a Return

Email sales@securevisionsolutions.com or call (920) 241-8060. Provide your name, order or invoice number, product name, serial number, delivery date, reason for the return, and photographs if the item is damaged. Do not ship equipment until you receive an RMA and return instructions.

Your Legal Rights

This policy does not limit any rights or remedies that cannot legally be waived. If a written quote, contract, or applicable law provides different terms, those terms control to the extent required.