Collsam Return Policy
Collsam Return Policy
Warranty and Return Merchandise Authorization
Collsam Security may amend or cancel this RMA Policy, in whole or in part, at any time with or without notice. Please review this policy before placing an order.
Return Eligibility
As of April 19, 2023, some products must be handled directly by the manufacturer. However, Collsam will accept a return when the product remains brand new, unopened, and factory sealed.
Collsam does not accept returns simply because a customer no longer wants an item. All exchanges must reach Collsam within 30 days of the purchase invoice date. In addition, our RA department must authorize every exchange or return before shipment.
Items Eligible for Exchange
Collsam will provide an exchange only when the product:
- remains in its original condition;
- includes all accompanying parts; and
- remains unopened in its original package.
Returned merchandise must remain in its original factory condition and packaging. The original hairnet, labels, and tags must remain attached and undamaged. We cannot accept altered items or packaging that has been marked, taped, or damaged.
Non-Returnable Items
Accessories are sold “as is” and cannot be exchanged or returned. Likewise, Collsam does not accept returns or exchanges on clearance items or nonstandard catalog items. See the Special Order provisions in our published Terms and Conditions.
Warranty Terms and Conditions
Collsam extends its warranty only to the original purchaser. The warranty covers manufacturing defects in materials or workmanship. It does not cover normal wear, user negligence, water damage, burned circuits, misuse, or damage caused by incorrect power voltage.
Before sending any product for warranty service, repair, replacement, rejection, or another reason, you must obtain Collsam’s permission and a valid RA number. All approved returns must be prepaid, insured, properly packaged, and clearly marked with the RA number on all correspondence and shipping boxes.
General Warranty Periods
- Camera and DVR products: 1-year limited warranty.
- Prime® brand products: 3-year limited warranty.
- Eyemax® brand products: 3-year limited warranty.
- LCDs and monitors: 1-year limited warranty for maintenance and replacement.
- Vicon brand products: 5-year limited warranty.
- Dahua Technology brand products: 3-year limited warranty.
Hikvision USA Warranty Periods
The following warranty periods apply only to Hikvision USA products:
| Hikvision USA 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 |
| Turbo HD Cameras | 36 months |
| Value IP Cameras | 36 months |
| Professional IP Cameras | 60 months(*Batteries in solar-powered camera setups are limited to a 2-year warranty only) |
| Other Cameras | 36 months |
| Thermal Cameras (excludes HAT Thermal Cameras) | 60 months |
| Value Express | 24 months |
| 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 |
Refunds, Credits, and Fees
Collsam does not issue cash refunds. Approved returns receive store credit only. Shipping and handling charges are non-refundable.
Collsam charges a 30% restocking fee on returned items. This fee covers inspection, required refurbishment, restocking, and redelivery costs. Moreover, Collsam may reject a hard disk drive (HDD) RA request when the drive shows physical damage, regardless of whether it still functions.
Return Authorization Deadlines
You must request a Return Authorization (RA) number within three business days after receiving your order. Once Collsam issues the RA number, we must receive the merchandise within seven business days.
The customer must prepay all return freight charges. Collsam will refuse collect shipments. After we receive an approved product, repair or replacement generally takes three to four weeks. Advanced replacements are not available.
Return Shipping
Collsam returns repaired or replacement products by UPS, FedEx, or USPS ground service only. Therefore, please provide a return address that these carriers can serve.
If UPS, FedEx, DHL, or USPS returns a shipment to Collsam, or if the recipient refuses delivery, the customer remains responsible for all shipping and handling charges. This rule applies to both verbal and written orders.
Return Merchandise Authorization (RMA)
To request an exchange, return, repair, or warranty replacement, first review this policy carefully. Requests that do not meet these requirements may be denied.
Next, complete the RMA Request Form. Collsam’s RA department will review the request and, when appropriate, issue an RA number.
Data Backup Responsibility
Back up all data before sending a device to Collsam. We are not responsible for data loss or damage that occurs during diagnosis or software reinstallation.
Collsam will not back up data unless you request the service on the RMA form. Data backup and restoration services cost $125 per hour.