- Return Policy
- RMA Tracking
- Hardware Warranty
We are sorry to learn that you are not 100% satisfied with your purchase. Please keep in mind that we are standing by 24/7 if you have any questions about our products or services.
Policy effective 3/1/2015
Before returning any product to Zmodo 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 2 business days. Zmodo 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
- Phone number
- Original invoice
- Zmodo 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
Refund Policy for Product Purchased Directly from Zmodo
If the Zmodo product that you purchased directly from Zmodo 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 to Zmodo 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. Zmodo 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 Zmodo 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 Zmodo, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Zmodo's 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 Zmodo, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from Zmodo back to you.
Refund Policy for Product Purchased from Third-Party Stores or Vendors
If the Zmodo product that you have purchased from third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the Zmodo products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your Zmodo product from for specific information.
Part 2. Warranty Return
In the event that your Zmodo product becomes defective according to Zmodo’s limited warranty and within the warranty period (2-year warranty for analog products and 3-year warranty for IP products from the invoice date), you may return your defective product (the “Returned Product”) to us for repair or replacement.
Shipping of Returned Product to Zmodo
After the first 30 days from your invoice, you are responsible for shipping the Returned Product to Zmodo. 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. Zmodo shall not be responsible for any loss or damage to the Returned Product caused in transit.
Shipping of Repaired Product and Replacement from Zmodo to You
If the Returned Product is tested and found to be defective and covered by the Zmodo’s limited warranty, Zmodo 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, Zmodo reserves 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 Zmodo’s limited warranty by the certified Zmodo RMA technicians, you will be responsible for arranging shipment of the Returned Product from Zmodo to your location.
Under no circumstance is Zmodo responsible to any customs clearance and/or duty, tax, fees that are enacted by the shipping carriers.
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. Zmodo 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 Zmodo 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 Zmodo TO PLACE A 30-DAY CROSS-AUTHORIZATION ON THE CREDIT CARD EQUAL TO THE LIST PRICE OF THE REPLACEMENT PRODUCT BEING SHIPPED. Zmodo will charge the full amount that was authorized on the credit card under following circumstances:
If the Returned Product is not received by Zmodo within 25 calendar days from the authorization date of the cross shipment;
If the Returned Product is determined to not be covered by Zmodo’s limited warranty by the certified Zmodo RMA technicians.
Zmodo will ship the replacement product within 2-3 business days from the authorization date of the cross shipment.
Upgrade or Exchange Procedure
Zmodo is 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 Zmodo for repair or replacement under Zmodo’s limited warranty and within the warranty period (2-year warranty for analog products and 3-year warranty for IP products from the invoice date);
The Returned Product is found to be defective and irreparable by the certified Zmodo RMA technicians; and
Products that are the same model as the Returned Product are out of stock.
If the Returned Product satisfies the described requirements, Zmodo will offer, at its sole discretion, a variety of options for substitution or an upgraded product.
Part 3. Missing Parts Procedure
For Orders Shipped Directly from Zmodo’s Warehouse
If your ordered product arrived incomplete, Zmodo may require image confirmation at our discretion before replacements for any missing parts are shipped out.
If your order included a product with a hard-disk drive, and a hard-disk drive was not installed in the product that you received, Zmodo may ask for image confirmation before exchanging the product you received with a complete one.
If your order was not delivered or the ordered product arrived damaged, please contact Zmodo customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.
For Orders Shipped from Third-Party Stores or Vendors
If your order arrived incomplete, was not delivered, or the ordered product arrived damaged, please contact the third-party store or vendor where the order was placed and shipped from for their detailed policy or information.
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