Returns | Warranty

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.

Free and Discounted Product Offers

From time to time, Optiview will offer a free or discounted product as a special offer along with a another product. For example, we might offer a free monitor with a DVR system. In a case like this, if the product is returned (eg, the DVR system) then the free or discounted product must also be returned (eg, the monitor) in order to receive the full refund for the order. The free or discounted product must also be in 'as new' condition as described above. If the free or discounted product(s) is not returned with the rest of the order then Optiview will charge the customer for the retail price of the free product (or the difference between the discounted price vs. the retail price of the discounted product) thereby reducing the amount that the customer would receive in the refund. For example, if a free monitor was not returned and the retail price of the monitor is $129 then the refund to the customer would be reduced by $129. Similarly, if a discounted monitor was not returned which was sold at $59 that was normally $159, then the refund to the customer would be reduced by $100.

Package Offers

If a customer returns an item that was purchased as part of a package (and so paid a reduced package price) or using an order discount or coupon, Optiview will calculate the correct amount to be refunded as follows:

The total cost of the items will be added up according to the price if each item was purchased separately. Then the percentage of discount will be calculated based on the price paid for the package.

For example, if the items in the package purchased separately is $750 and the package price paid was $699 then the percentage of discount was 1 - (699/750) * 100 = 6.8%.

In this example, if an item is returned, the amount credited would be the individual retail price - 6.8%. For example, if one camera was returned which costs $79 individually, the refunded amount would be:

$79 - 6.8% or
$79 - ($79 * .068) =
$79 - $5.37 = $73.63

In this case, $73.63 was the actual amount paid for the camera given the package or coupon price. If a restocking fee is charged it will be based on this actual amount paid ($73.63 in this example). If you have any questions about this policy please feel free to call us.

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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.