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.

Limited Two Year 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 manufacturer defects (only) for 2 years from date of purchase as shown by your invoice, in accordance with these terms. The warranty is for the original purchaser or dealer customer only.
  • This warranty extends to manufacturer defects only, and all other EXPRESS OR IMPLIED WARRANTIES ARE DISCLAIMED. This warranty supersedes any and all other warranties contained in your purchase order, or other sales documentation and invoices.
  • During the first year of this warranty, we will repair a covered item or replace it with the same or similar item at our discretion.
  • During the second year of this warranty, we will provide you with store credit for a pro-rata amount of the remaining warranty. For example, in month 18 after purchase, you would receive a store credit of 25% of the original cost of the item.
  • The customer is responsible for the shipping cost to send the product to us. We will pay for the shipping to return a covered product back to the customer.

Product warranty voided by:

  • Removing the software licensing takes and/or proof of authenticity.
  • 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 natural causes 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).
  • Sale to a second user.
  • 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.

Clearance items have a 30-day warranty for store credit only.

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, found at http://optiviewusa.com/support.aspx.
  • 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 to the extent we are reasonably able to.
  • Standard repair labor rate currently $95 per hour (minimum 2 hours) plus parts, if applicable.
  • Phone technical support for currently $95 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.

Any items that are returned and abandoned will be destroyed after thirty days.

Updated: 09/25/2018

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