Warranty & Returns
Not only do we have the best Tech & Sales Support in the industry, we also have one of the most simplest and straightforward Warranty & Return Policies as well. You can rest assured that when you purchase a product from us, that you will be taken care of on Warranty & Returns.
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. Painting, cutting off connectors, drilling holes, or any other major abnormal alteration would be examples.
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:
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 30 days given the product comes back to us just like it was delivered to you.
Q: When does the 30 day return period start?
As soon as the shipping carrier delivers the package to your location.
Q: What condition does the product have to be in when returning?
We basically have to be able to sell the product as a new product again. This means the product has to come back to us without any blemishes, marks or any other indication that it has been used. It also has to include all original packaging and materials that it had when originally shipped and no markings must be on the package.
So if you think there is a chance that you may return it, we ask that you carefully bench test the equipment prior to installation as we normally would not be able to take back an installed product. If the product does not come back to us in new sellable condition, we would have to send the product right back to you.
Q: Is there a restocking fee for 30 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 30 day returns?
The customer pays for return shipping on 30 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.