Warranty & Returns
Not only do we have the best Tech & Sales Support in the industry, we also have one of the simplest and most straightforward Warranty & Return Policies as well. You can rest assured that when you purchase a product from us, you will be taken care of when it comes to issues that arise after your purchase.
First, we have a 60 day return and replenishment policy. What does this mean? Two things.
Second, it means that you have 60 days to notify us if anything is missing from your order so that we can replenish your packages in a timely manner.
We strongly encourage you to check your packages immediately upon receipt. As funny as it sounds, we're all human here at Nelly's Security and mistakes do happen. If you find out that an item is missing from your order, it is very important to let us know so we can get you fixed up as quickly and swiftly as possible. But if you wait to tell us until after the 60 days, then there's nothing that we can do.
Next, we have a competitive warranty policy that covers pretty much any equipment failure that happened within normal use of the product. Again, there are more details in the FAQ below to help you understand the specifics. The length of our warranty varies from product to product, but typically ranges between one and three years.
To explain our policies in the most efficient manner, we have compiled a list of questions that our customers most frequently ask about this subject.
To get started, what best describes your situation?
Q: How long is your warranty for?
It depends on the product, but all of our product listings will have the warranty length included in the description. Simply navigate to the product description of the product that you are inquiring about to see the warranty length. The warranty period begins on the day that the product gets delivered to you by the shipping courier.
Q: What is covered under warranty?
Basically any defective or malfunctioning aspect of the product that has incurred during normal use of the product that has not been caused by improper use or improper installation.
Example: A properly installed camera or DVR simply stopped working or started acting abnormal one day during normal use for no externally related reason.
Q: What is not covered under warranty?
Any defective or malfunctioning aspect of the product caused by improper installation, customer misuse or damage, or external related damage such as faulty power, power surges, theft damage, etc. Any major alterations to a product. Some common examples that would not be covered under warranty:
- Obvious evidence of power surges or faulty power. This is usually indicated by burn marks on the devices board or power input.
- Acts of God: Any major damage due to severe weather such as lightning surge damage or any other major storm damage.
- Accidental damage by customer or intentional damage from other sources such as theft damage.
- (Most Common) Improper Installation or weatherproofing of cable connectors. Bad RJ45 crimp which is usually evident by bent or damaged pins to the female RJ45 connection. Rusted or corroded power and/or video camera cable connectors due to improper weatherproofing.
- Please note that just because a camera is listed as weatherproof does not mean its power and video connectors are weatherproofed. Please properly weatherproof your cameras power/video connectors with weatherproof electrical tape, silicone, or junction boxes.
- Customer misuse: Weather related issues occurring from using an indoor camera outside. Uploading an incorrect or unapproved firmware which either bricks the unit or causes it to malfunction.
- Any major alteration to a product. Cutting off connectors, drilling holes, or any other major abnormal alteration would be examples. Painting does not void warranty as long as it's done in a manner that doesn't affect the operation of the product.
Q: I have a product that I think falls under warranty, what happens next?
We first ask you to give us a call or send us an email so that we can help troubleshoot any issue that you may have as sometimes it's just a configuration issue that is causing the problem and not an actual defective product. If that doesn't work, we will take a look at the product here and attempt to repair it. If we cannot repair it, we would simply replace the product with a brand new unit from our stock.
Q: Who pays for shipping the defective product back to Nelly’s Security?
If your location is within the lower 48 states, we pay for shipping both ways. You can print off a pre-paid return label straight from your RMA in your account. We will then send the repaired or replaced product back to you via UPS ground. We can not pay for express shipping, only ground shipping will be used and we can only use UPS for this.
If you are outside of the lower 48 states, we ask that you arrange and pay for your own shipping back to us and we will pay for the repaired/replaced product back to your location.
Q: What is the turn-around time on a warranty product?
Whenever we receive the product, you can rest assured your RMA will be processed within one business day. Every morning at 9:00 AM Central, we will have one of our top tiered tech support agents process your warranty return. The repaired / replaced product will ship back out the same day it was processed.
Q: Do you offer advance replacements? i.e. Ship a new product out while the other one is being shipped back?
We do not offer advance replacements because we can often repair the product as opposed to actually replacing it. And often, products sent back to us turn out to not be defective at all. Given the complexity of the types of products that we sell, there are many external factors (network issues, cabling issues, etc) that could lead someone to think that their product is defective. Therefore, we must test all products at our location to assess whether an actual replacement is needed.
If you are confident that your product is defective and absolutely needs replaced and cannot be repaired, you are welcome to purchase your own advance replacement on our site to get an immediate replacement. Just note, if you do this and we receive the product in question and determine that we can either repair it or find it to not be defective at all, we must send the product right back to you, which would leave you with 2 of the same products. So this is why we ask that, if you choose this method, please make absolute 100% sure that your product in question is indeed defective and cannot be repaired.
Warranty Return Request Form:
60-Day Hassle Free Returns
Due to the possibility of our skin temperature reading gear being temporary stocking items, we can only offer a 15 day return policy on these types of items. Therefore our normal 60 day return policy does not apply to these items.
If you intend on making a large quantity purchase on these items and you are not 100% sure that they are right for your scenario, we ask that you first make a single piece purchase for testing before making your mass purchase. The 15 day period begins on the date the product gets delivered to your door to provide you with ample testing time.
Of course our agents are also here to consult with you with any questions you may have.
Q: What happens if I don't like the product I purchased or it ends up not working out for me?
No problem, we want you to be satisfied. You are welcome to return the product within 60 days of purchase if you do not like the product or God forbid, you don't like our service.
Q: When does the 60 day return period start?
60 days from date of purchase.
Q: What condition does the product have to be in when returning?
We aren't going to be sticklers about this. We would love for you to return back the product in like new condition in the box with all of the components included, but we realize that this isnt always possible.
Fact of the matter is, if you've mounted and used a camera for a certain amount of days and end up not liking it, its nearly impossible to take the camera down and return it without it looking "used". There is also a chance that you may have thrown away the box and some mounting screws and manuals along the way. Understandable. Therefore, all we ask is that you try to return the product to us in nearly the same condition that we sent it to you as.
Q: Can I return a product which is Damaged and what constitutes as a damaged product?
If for any reason a product was damaged during the testing phase please contact our support to verify if we can accept the return.
The following could be considered a Damaged product:
- Water Damaged product, unless it is a manufacturer defect.
- Out of the ordinary wear and tear during testing such as cracked lens, scuffed lens or improper installation of a product.
- Fire Damaged products.
- Modification done to the internal components of a product.
- Cutoff cable whips from the camera.
- Damaged connectors due to improper installation.
- Excessive markings or scuffs on an item.
It is always recommended to bench test the products or temporarily setup a product for testing before final installation which will prevent major wear and tear to a product.
Q: Is there a restocking fee for 60 day returns?
No not at all. The only thing we ask that you do is pay and arrange for shipping back to our location.
Q: Who pays for shipping on 60 day returns?
The customer pays for return shipping on 60 day returns. If you use the UPS return shipping label that we provide, the cost of return shipping will be deducted from your refund. You can also choose to arrange your own shipping.
Q: When will I receive my refund when I ship the products back?
Within one business day of receiving the product back in our warehouse. All returns are processed at 9:00 AM central time every day and that is about when you would see the refund.
Please note that we would only refund the original cost of the product you are returning. No original shipping costs would be refunded.
Q: Can I return a product that has my logo's branded on it?
No. Any product that has been branded with your logo, design or company info cannot be returned under the 60 day return policy, whether it be under our free Branding Program or a "Premium Branding" product.
Please note that our automated return system auto-approves any order that has been placed within 60 days, however, this does not consitute an acceptance of a return on a branded product. Therefore please note that any attempt to return a branded product as a 60 day return will be sent back to you, regardless if our automated system accepted it.