Should be factory sealed, not installed and is in new condition and within 30 days from date of purchase(with the exception of LTS - must be in like new condition LTS ONLY). Shipping costs are not covered and are returned at the buyers expense. A minimum of 5% restock fee will be applied unless otherwise advised from Manufacturer. Items must be returned within 10 business days of an RMA issue date, after which the shipment will be refused. Merchandise that has been opened cannot be returned for credit (with the exception of LTS). Once a product is opened, or the factory seal is broken, it is considered used. This includes product that was just installed to test. It's important to note, however, that if your product has a manufacturer defect - that we will work with you to get a product that is in working condition to you as soon as possible.
Warranty and Out of warranty
Items that have been opened and/or installed are only eligible for warranty repair or replacement. Please contact Customer Service.
Items out of warranty may be subject to a repair cost and expense will be incurred at buyers expense. Turnaround time for warranty repaired items is between 3-6 weeks to accommodate for shipping and evaluation time. Item(s) eligible for refund, will be refunded within 14 business days from date of arrival to Warehouse.
Defective or Dead on Arrival (DOA)
A1 strives to ensure our customers are as assisted and protected as possible during any product repair, exchange, or return processes (also known as RMA process). Return authorization’s that are Defective/Dead on arrival or is presenting any other malfunction issue will not be approved and ineligible for return unless a service or support ticket number has been obtained from the manufacturer. Support/service/case numbers are obtained by directly contacting the technical support dept of the manufacturer. Troubleshooting is part of their essential process so they can actually deem the product DOA without this we cannot provide RA.
Once this number is obtained please submit an RMA request and include the support ticket number that was issued for your case. This number will be used to make the open case number the manufacture has in order to better keep track of your item(s). Any item returned to A1 that does not have and RMA # written clearly on the outside of the package will be REFUSED or returned to sender at the shippers expense. Advance replacements must have manufacturer approval and not all requests will be honored. The default method of shipping to the buyer will be ground shipping only, regardless of how item was originally shipped and buyer must pay for any expedited shipping. If an exception needs to be made please contact A1 immediately.
It is important to bear in mind that our warehouse and main office locations are in separate facilities. Packages received without a valid RMA number will be rejected and returned intact to the sender without any further processing. Any damaged shipments must be either refused or a notation must be made on the delivery receipt or bill of lading at the time of the good's arrival, as this will insure the carrier's liability in the event of delivery of damaged goods. If you make payment by wire transfer, the transfer fees are non-refundable in the event of a return.
The RMA process will vary depending on the manufacturer. You will always call A1 first to report any such issue, and from there our team will advise and guide you through the RMA process, and also be your advocate to act with strong resolve on your behalf. However, it is ultimately the manufacturer that will determine if the product in question qualifies for any such RMA process, as well as any potential re-stocking fees. Once a box has been opened, or any seals or wrapping have been removed will result in that equipment being ‘used’ equipment that can no longer be sold as ‘new’, and must now properly go through the RMA process.
Any equipment that is received dead on arrival ‘DOA’ should be reported as such to A1 within 3 calendar days of receipt to ensure all RMA benefits are well-received. Any return requests reported to A1 outside of 30 calendar days will not be considered for DOA replacement. After that the normal RMA process would apply.
When returning items, an RMA tracking ticket will be issued and must be printed and included in the box. The ticket can be emailed back to email@example.com, along with the tracking number of the package so it can be properly tracked. Please make sure to provide tracking number for return in order for us to locate appropriately the package.
Manufacturer tech support exceptions, must call A1 Security first if your purchase is from the following:
LTS Security Inc.
Our warranty does not cover purchases made by an end user for any 2GIG alarm system equipment, only qualified integrators will be able to receive support from Nortek Controls.
Issue shipping labels:
Item is within warranty and deemed defective by tech support
Not eligible for shipping label:
Out of warranty
Manuf deems end user error (improper install and water in camera, broken parts from end user such as over torqueing screws, didn’t use gaskets, etc..)