Return and Warranty Policy

Returns | Warranty | Support

Return Policy

Merchandise may be returned for a refund or exchange for 15 days from day of receipt as long as the equipment is still in "as new" condition. There is no return on Clearance items. A 15% restocking fee may apply. Shipping costs are not refundable.

"As New" means that all items must be undamaged and in their original cartons and packaging along with all accessories, documentation, and parts. No wires or pigtails can be cut. The product exterior must be intact and unmarked. The original carton must be in another "shipping" box. No postmarks or labels shall be on the original box. Cable must be unopened (or still on reel).

A Return Merchandise Authorization (RMA) number must be obtained from Optiview prior to the return of any merchandise. An RMA number is only valid for 14 days.

To request an RMA number, click here.

Warranty

We take pride in offering only the highest quality reliable products. In the rare event that a defect does occur we offer the following warranty:

  • All products are warranted for at least 1 year from date of purchase. Some products have a longer warranty period which will be noted in the product's description. If a product is defective we will repair or replace it.
  • The customer is responsible for the shipping cost to send the product to us. We will pay for the shipping to return the product back to the customer.

Product warranty voided by:

  • Removing the Microsoft Product License Tag.
  • Removing serial numbers
  • Opening the housing of any camera with a fixed lens.
  • Cutting the connectors off.
  • Adding 3rd party software without prior approval from our technical support department.
  • Damage caused by nature such as flooding, winds, lightning and other similar events
  • Damage caused by installer or customer mistakes or negligence (for example dropping or breaking the product, improper voltage, or improper installation for example overheating due to lack of ventilation).
  • Out of warranty repairs are guaranteed for 30 days.
  • Advance Replacement: In order to keep our prices low for everybody, Optiview does not offer advance replacements.

Support

  • Tech support is available via phone 8:30am - 5pm EST, Mon thru Fri.
  • We do ask that you read the manuals before you call.
  • Contact technical support at (904) 855-1121.
  • Alternatively you can send email to: tech@optiviewusa.com
  • Network systems can be complex and everyone's network is configured differently. We recommend that for any network related issues you involve the support of your local network support specialist.
  • For end-user support: The reseller is TIER 1 support and Optiview is TIER 2 support.

Out of Warranty Support:

  • We will continue to support the product.
  • Standard repair labor rate currently $65 per hour (minimum 2 hours) plus parts, if applicable.
  • Phone technical support for currently $65 hour (minimum 1 hour).

A Return Merchandise Authorization (RMA) number must be obtained from Optiview prior to the return of any merchandise. An RMA number is only valid for 14 days.

To request an RMA number, click here.

Complete Terms of Sale are available here.

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