RMA POLICY
HIKVISION USA RMA POLICY
Repair Warranty is effective from January 2021 & thereafter, any product purchased before 2021 will only follow 36 months warranty.
Document Purpose and Scope: This document addresses return policies applicable to the products that are purchased by authorized distributors of Hikvision USA and that are returned to Hikvision USA Inc. for repair or return.
Amending this Policy: Hikvision may choose to amend the Policy, in part or its entirety, at any time, without notice.
Hikvision's Responsibility: Hikvision's sole responsibility under the Hikvision warranty is limited to repairing or replacing the defective products returned by authorized distributors and direct purchasers. For details on the product warranty provided by Hikvision USA for the respective products, please refer to the following table:
|
PRODUCT CATEGORY |
REPAIR WARRANTY PERIOD |
| (PARTS AND LABOR) | |
|
DVRs/Encoders |
36 months |
|
7 Series Value NVRs |
36 months |
|
9 Series Professional NVRs |
60 months |
|
CVRs |
36 months |
|
Value PTZ Cameras |
36 months |
|
Professional PTZs Cameras |
60 months |
|
TurboHD Cameras |
36 months |
|
Value IP Cameras |
36 months |
|
Professional IP Cameras |
60 months(*Batteries in solar-powered camera setups are limited to a 2-year warranty only) |
|
Other Cameras |
36 months |
|
Thermal Cameras (excludes HAT Thermal Cameras) |
60 months |
|
Value Express |
24 months |
|
Compression Cards |
36 months |
|
Lenses and Accessories |
36 months |
|
Hard Drives |
36 months |
|
MicroSD Cards |
24 months |
|
Access Control/Intercoms |
36 months |
|
Switches |
36 months |
|
Decoders |
36 months |
|
Video Walls |
36 months |
|
Monitors |
36 months |
|
Cables |
10 year |
General Return Requirements and Instructions:
RMA Inquiry: Prior to returning product(s), please reach out to your direct point of purchase for return options. Hikvision only accepts returns from direct purchasers and/or authorized distributors as seen listed at https://us.hikvision.com/en/partners/authorized-distributors. Direct purchasers or distributors must obtain an authorized RMA # from the Hikvision RMA Team via email rma.usa@hikvision.com.
To obtain authorization, direct purchasers or distributors can download the RMA form from the Hikvision website https://us.hikvision.com/en/support-resources/warranty-rma/rma-policy-0 or requested via email at rma.usa@hikvision.com. Once the form is completely filled out and required documents are available i.e Proof of Purchase and Replacement Proof, please submit the form and documents to rma.usa@hikvision.com for processing. Note that the RMA number approved must be clearly written in black or blue ink in large type on the outside of all returned packages. Hikvision will refuse the package(s) without an RMA number and return the product to the customer with freight due. *Customers are NOT required to obtain a Technical Support Case Log or No. to submit a return request via the distribution channel.
Expiration: An RMA number is valid for ninety (90) calendar days after its issuance by Hikvision. The distributor must return the product described in the RMA, or else a new RMA number will be required. If Hikvision does not receive the product(s) within the allowed time frame, the RMA will be closed and returns may be refused, potentially delaying the process.
Return for Credit Policy:
Hikvision has a 90-day return policy for defective items. Warranty begins from the date the distributor ships the product to dealers/end-users. The dealer or end-user is required to send the defective product(s) back to the distributor for return processing. Distributors must submit a return authorization request with Hikvision via the RMA form. Returns outside the 90-day time period are not eligible for credit. Product(s) that have been painted tampered with, labels removed, or any other modifications will void the credit warranty. These product(s) may be repaired but fees may apply.
Restocking Fee: A 10% restocking fee will be applied to any new/unused, non-defective product(s) returned within 90 days of the distributor ship date to the dealer/end-user. The fee is waived if returned within 30 days from that ship date.
“Special Order” Purchase: Customized products or items we do not regularly stock cannot be returned for refund/credit or exchange. A Repair RMA will be processed for defective special order items; upon further evaluation and product is confirmed unrepairable, a replacement will be processed.
Software Returns: Hikvision has a 30-day return policy for software license orders.
Advance Replacement:
Hikvision has a one (1) year warranty policy for replacement/returns. Dealers/end-users must send the defective product(s) back to the distributors. Distributors may then offer an over the counter exchange option if the product is available at the branch. If the product is out of stock, the distributor will have to place a new purchase order with Hikvision. Once the exchange/replacement is completed, the distributor must submit the return authorization request with Hikvision via the RMA form within 30 days, otherwise the request will not be processed.
In the unlikely case of product failure within the first year of ownership Hikvision will make the best effort to ship replacement product(s), via distribution, of equivalent performance and specifications. An RMA for Credit request is mandatory for the return of the defective product(s). Please follow normal RMA instructions when requiring an advance replacement.
Bundle (Kit) Packages: Over the counter exchange is an option via distribution for defective component-kit cameras or recorders. Please contact your point of purchase for RMA options.
Lost Package(s) in Transit Credit Request: Hikvision must be notified in 30 days from expected delivery date of Purchase Orders not received / shipments possibly due to Lost in Transit. It will be investigated by both our warehouse and the carrier. The party that covered the freight charges will be responsible filing the claim with the carrier for credit purposes. Hikvision credit is not guaranteed until the claim is determined. On that note, Hikvision will make the final conclusion according to the case and eligibility for credit.
Repair: The distributor must fill out and submit the RMA form with all the required information to assist the repair department with diagnosing and repairing the item. Warranty goods are repaired without contacting the customer. Only an "Estimation of Charges" is sent to customers for the repair of Non-Warranty goods, which they must review and sign if acceptable. Non-warranty items require written authorization from the customer. If an item is deemed "un-repairable" the customer is contacted and has the option of (1) having the product returned, (2) having the product scrapped or (3) purchasing a new unit as replacement. Non-Hikvision product(s) received from an approved Hikvision Repair RMA, including Hard Drives not sold by Hikvision will not be repaired nor replaced. The product(s) will be shipped back as is to the sender.
B2C Repair Portal: This RMA portal allows Dealers to submit Repair RMA requests online and send approved repair packages directly to Hikvision. This will also serve as a tracking tool to confirm the request status and RMA Authorization numbers per request. Please click the link below for our User Guide to reference, but Dealers can reach out to rma.usa@hikvision.com as well for further portal inquiries with the subject line: B2C Portal Dealer Name.
Please click the link below to access our B2C portal:
https://distributors-us.hikvision.com/customer.htm
Packaging Requirements: All returned products must be packaged to afford individual mechanical protection so damage does not occur while the product is in transit to Hikvision. In addition, the packaging must provide proper electrostatic discharge (ESD) protection. All packaging should be comparable to the packaging in which Hikvision originally shipped the product. For multiple packages, each package must be labeled with the approved RMA number and properly sealed, and a copy of the RMA form must be enclosed with the shipment. The distributor or customer must enclose a packing list identifying the contents in each shipping carton. Hikvision is not responsible for packages or items received damaged in transit, credit will be voided for Credit RMAs and repair fees will apply for Repair RMAs.
Freight Charges: The distributor will pay inbound freight of the returned product and Hikvision will pay the ground outbound freight of the repaired product to the customer.