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RMA POLICY

HIKVISION USA RMA POLICY
 

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 / NVRs

36 months

DVSs 

36 months

PTZ  (Dome) Cameras

36 months

IR Cameras

36 months

Other Cameras

36 months

Thermal Cameras

36 months

Value Express

24 months

Bundle (Kit) Packages

36 months (separate Sub-Kit parts included)

Compression Cards

36 months

Lenses and Accessories

36 months

Hard Drives

36 months

Access Control/Intercom

36 months

Video Walls

36 months

Cable

10 years

microSD Cards

24 months

 

 

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.

Returns from Direct Purchaser and Authorized Distributor: Hikvision only accepts returns from direct purchasers and/or authorized distributors. If you should experience a problem with our product, please return it to the point of purchase.

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 sub-kit cameras or recorders. Please contact your point of purchase for RMA options.

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. 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.

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. Hikvision is not responsible for packages or items received damaged in transit, repair fees may apply. The distributor or customer must enclose a packing list identifying the contents in each shipping carton.

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.

Please read and understand all the rights and limitations stipulated in this License Agreement for using SDK, Demo, Driver, Client software, Keyboards, Decoders and Encoders, NVR’s, DVR’s, Tribrid Digital Recorders, Turbo HD Kits, IP Kits, Network Cameras, Value Express Series, Value Plus Series, Value Series, Performance Series, Mobile Surveillance, Smart Pro Series, Smart series, IP Video Intercom, Access Control (hereinafter referred to as “the Agreement”). You need to check and accept all the clauses of this Agreement. The software or documentation shall not be downloaded and installed on your computer unless you accept the clauses of this Agreement totally. Once clicking “accept” button, namely, you sign to accept all the clauses of the Agreement. You need to check and accept all the clauses of this Agreement. The software or documentation shall not be downloaded and installed on your computer unless you accept the clauses of this Agreement totally.