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RMA POLICY

HIKVISION Canada RMA POLICY

Document Purpose and Scope:  This document addresses return policies applicable to the products that are purchased by authorized distributors of Hikvision Canada and that are returned to Hikvision Canada 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 Canada for the respective products, please refer to the following table:

 

PRODUCT CATEGORY

REPAIR WARRANTY PERIOD

  (PARTS AND LABOR)

DVRs/Encoders 

36 months

7 Series Value NVRs

36 months

9 Series Professional NVRs

60 months

CVRs

36 months

Value PTZ Cameras

36 months

Professional PTZs Cameras

60 months

TurboHD Cameras

36 months

Value IP Cameras

36 months

Professional IP Cameras

60 months

Other Cameras

36 months

Thermal Cameras (excludes HAT Thermal Cameras)

60 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

MicroSD Cards

24 months

Access Control/Intercoms

36 months

Switches

36 months

Decoders

36 months

Video Walls

36 months

Monitors

36 months

Cables

10 year

 

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.

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

Lost Package(s) in Transit Credit Request: Hikvision must be notified in 30 days from expected delivery date of Purchase Orders not received / shipments possibly due to Lost in Transit. It will be investigated by both our warehouse and the carrier. The party that covered the freight charges will be responsible filing the claim with the carrier for credit purposes. Hikvision credit is not guaranteed until the claim is determined. On that note, Hikvision will make the final conclusion according to the case and eligibility for credit.

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. Only 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. Non-Hikvision product(s) received from an approved Hikvision Repair RMA, including Hard Drives not sold by Hikvision will not be repaired nor replaced. The product(s) will be shipped back as is to the sender.

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. The distributor or customer must enclose a packing list identifying the contents in each shipping carton. Hikvision is not responsible for packages or items received damaged in transit, credit will be voided for Credit RMAs and repair fees will apply for Repair RMAs.

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.

IMPORTANT! This model requires non-standard firmware. Do Not Install standard firmware (e.g. v.4.1.xx) on this model. Doing so will permanently damage your system. You must use custom firmware v.4.1.25 from the iDS-9632NXI-I8/16S product page.

View the most updated version of this document here:

https://techsupportca.freshdesk.com/en/support/solutions/articles/17000113531-i-series-nvr-firmware-upgrade-instructions

 

The I-series NVR (such as the DS-7716NI-I4) is one of Hikvision's most popular and feature-rich recorders. As such, many firmware revisions have been introduced over the years to continually ensure the product is compatible with the newest technology available. Due to the many revisions, we recommend that the user closely follows the instructions below in order to reduce the amount of time spent as well as the chance of failure.

 

Database Optimization and Repair

As more affordable IP cameras are introduced over time with greater video resolution and data sizes, more efficient database management also becomes necessary. The introduction of firmware v4.0 brought about a new database architecture in order to be futureproof.

 

After upgrading to v4.X, the recorder database will need to be converted and optimized. If you are experiencing issues where playback is expected but not found, make sure "Database Repair" is performed as indicated in the procedures and scenarios below.

 

Preparing the Upgrade

Before proceeding with upgrade, it is recommended that NVR configuration file is exported from the NVR over the network or on to a local USB drive.

 

Upgrading from v3.4.92 build 170518 or Older

  1. All recorders must reach v3.4.92 before proceeding further. Upgrading from versions before v3.4.92 directly to any version of v4.X will likely cause the recorder to fail.
  2. If the recorder is already at v3.4.92, a full factory default is highly recommended before upgrading to any version of v4.X. There is a high chance of unit failure (requiring RMA) if the unit is not defaulted before upgrade.
  3. After reaching v3.4.92 and performing a full factory default, an upgrade directly to v4.50.00 is acceptable.
  4. After the upgrade is completed and the recorder is reprogrammed, it may be beneficial to perform a Database Repair. For details, refer to the section "Database Optimization and Repair" above.
  5. To verify repair progress, you may refer to the HDD status, or search the recorder log for repair started and stopped entries. Note that while the HDD is repairing, new recordings are still being made, but some existing recordings may not be searchable until repair is complete.
  6. If you continue to observe playback issues after database repair, ensure there are no power, network, or motion detection issues. Should the problem persist, contact technical support.

 

Upgrading from Any v4.X Build to v4.50.00.

  1. Any v4.X build can be upgraded directly to v4.50.00.
  2. Export configuration is highly recommended before performing the upgrade.
  3. If upgrading from any v4.X version that was not v4.22.005, a Database Repair is recommended. Refer to Step 4 and onwards in the previous section.

 

Downgrading

Downgrading is not recommended. Due to new features and parameters constantly being added, downgrading may cause the NVR to factory default itself or require a manual default to operate properly.

View the most updated version of this document here:
K-Series DVR upgrade instruction
The Turbo 4 Hybrid DVR K series has multiple models and across different platform and chipset. It also has similar firmware development of other recording product line; DVR K series has also introduced the GUI4.0 to ensure the series to be compatible to the newest technology available. The new database architecture is also brought into the DVR firmware v4.0 to be future proof and for better recording search experience. 
 


Database Optimization and Repair

As more affordable cameras introduced over time with greater video resolution and data sizes, more efficient database management also becomes necessary. The introduction of firmware v4.0 brought about a new database architecture in order to be futureproof.
After upgrading to v4.X, the recorder database will need to be converted and optimize. If you are experiencing issues, where playback is expected but not found, please make sure to perform "Database Rebuild" as indicated in the procedures and scenarios below.
 


Preparing the Upgrade

Before proceeding with upgrade, it is recommend exporting DVR configuration file from the DVR over the network or on to a local USB drive.

 

Action after firmware upgraded 

1. Upgrade the DVR according to the chart above. 

2. Reconfirming Channel's Recording Schedule 

    - Confirm channel's recording schedule is enable. 

    - Check if the channel is on correct recording schedule.

3. Double Check Storage Setting

    - Make sure all channel are assigned to record on its HDD group when the Storage setting is under Group Mode. 

4. Perform Database Rebuild locally. 

    • Some version above support Database Rebuild via web access - K51 and K72

    • Perform Database Rebuild regardless if system is having any database issue symptom. 

    • Database Rebuild process is average ~30 to 60min per TB. The process may still varies depends recording data.

    • After Database Rebuild - Check log to confirm Database Rebuild has went thru properly. 

    • If Database Rebuild Started and Stopped log has been log only within few minutes. Database rebuild may not has been completed properly. It is strongly recommend performing the Database Rebuild again.

    • To check log > System > Log > Information > Database Rebuild Started and Stopped.

    • If the log option is not available - access system via SSH can also obtain similar result.

5. Recording Data is still missing after database rebuild process. 

If the data has not been recorded or has been overwritten, Database rebuild process is not able retrieve those lost data. Have the system upgraded to the latest available firmware version above to prevent any future data lost is strongly recommended for all application.

 

 

 

 

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