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Collsam Return Policy


Collsam Distribution, Inc. reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice.

Please read the following before placing an order!

As of April 19, 2023, Some of our Products Must Be Handle Directly by the Manufacturer. We Accept Returns If the Product is Sealed and in Brand-New Condition.

Warranty Terms

Collsam’s warranty is extended only to the original purchaser.

Goods may not be returned to the Company for repair or replacement under warranty, for repair or rejection, or for any other reason, without the Company’s consent and the issuance of a Return Authorization (RA) number.

No Goods may be returned to the Company for rejection beyond 30 days after the invoice date.

All Goods returned with the Company’s consent must be prepaid; insured, and properly packed and the RA number must be referenced on all correspondence and must be visible on the exterior of the packing carton or box of the Goods being returned.

The Purchaser may not return Goods supplied which are not standard catalog items. See Special Order in Published Terms and Conditions.

The Company reserves the right to make a minimum additional charge of 30 percent of the net invoice value or $30, whichever is greater, on all those Goods properly supplied which have been returned to the Company. To cover the cost of checking, refurbishing as required and restocking or re-delivering the returned Goods.

The warranty only covers defects in materials or workmanship by the manufacturer and does not cover damages resulting from normal usage or the user’s negligence. Water damaged and burned circuit (due to using wrong power voltage) will not be covered by our warranty.

Collsam Distribution, Inc. (“CDI”) provides a 1-year limited warranty on all camera & DVR products.

Collsam Distribution, Inc. (“CDI”) provides a 3-year limited warranty on Prime® brand products.

Collsam Distribution, Inc. (“CDI”) provides a 3-year limited warranty on Eyemax® brand products.

Collsam Distribution, Inc. (“CDI”) provides a 1-year limited warranty on LCD’s and monitors, which is limited to repairs only.

Collsam Distribution, Inc. (“CDI”) provides a 5-year limited warranty on Vicon brand products.

Collsam Distribution, Inc. (“CDI”) provides a 3-year limited warranty on Dahua Technology brand products.

Collsam Distribution, Inc. (“CDI”) provides fallowing warranty on Hikvision USA brand only products.

Hikvision USA PRODUCT CATEGORYRepair warranty period (parts and labor)
DVRs/Encoders36 months
7 Series Value NVRs36 months
9 Series Professional NVRs60 months
CVRs36 months
Value PTZ Cameras36 months
Professional PTZs Cameras60 months
TurboHD Cameras36 months
Value IP Cameras36 months
Professional IP Cameras60 months(*Batteries in solar-powered camera setups are limited to a 2-year warranty only)
Other Cameras36 months
Thermal Cameras (excludes HAT Thermal Cameras)60 months
Value Express24 months
Compression Cards36 months
Lenses and Accessories36 months
Hard Drives36 months
MicroSD Cards24 months
Access Control/Intercoms36 months
Switches36 months
Decoders36 months
Video Walls36 months
Monitors36 months

Collsam Distribution, Inc. (“CDI”) provides a limited warranty on KJB Security Products brand.

Covert/Hidden Video manufactured or assembled by KJBOne (1) Year
Sleuth Gear and SG Home Products by CollsamOne (1) Year
iTrail Tracking DevicesOne (1) Year
Lawmate Technologies Ltd. Products distributed by Collsam.One (1) Year

Accessories are not covered under warranty. They are sold “as is”.

Accessories cannot be exchanged or returned.

We do not accept any Return or Exchange on All Clearance Items.

All exchanges must be received by CDI within 30 days of the purchase invoice date.

CDI will not provide a refund – only store credit is allowed.

Shipping and handling charges are non-refundable.

CDI will charge a 30.0% restocking fee for all returned items.

CDI may reject your HDD (Hard Disk Drive) RA request depends on physical damages that appear on the HDD regardless of its functionality.

Requests for product repair or replacement will be processed in approximately 3 to 4 weeks upon CDI’s receipt of the product.

There are no advanced replacements.

Exchange or returns will not be accepted unless pre-authorize by our RA department. Request for Return Merchandise Authorization (RA) number must be made within 3 business days from receipt of order.

We must receive return merchandise within 7 business days after the RA Number has been issued. The customer prepays return freight charges. Collect shipments will be refused.

CDI will only provide an exchange for a product that:-

  1. is in its original condition,
  2. contains all accompanying parts, and
  3. is unopened in its original package.

Returning merchandise must be sent back in its original factory condition and packaging. We cannot accept items that are not in original factory condition. The return item must have the original hairnet, labels, and tags still attached and undamaged. Items altered in any way will not be accepted. Do not mark, tape, or attach anything which may cause damage to the original packaging box. Damaged packaging boxes will not be accepted for return.

The repaired or replaced product will be returned to the purchaser by CDI by UPS, FedEx or USPS ground only with no exceptions. Please ensure that the return address is deliverable by our carriers.

In the event the customer’s product (delivered via UPS, FedEx, DHL, or USPS) is returned or refused by CDI, the customer is responsible for all shipping and handling charges without any exceptions. This also applies to all verbal and written orders.

Return Merchandise Authorization (“RA”)

If you wish to exchange or return your purchase, please thoroughly read the following. You must adhere to the policy below, or your request for exchange or return will be denied. To have your merchandise repaired or replaced under warranty, you must fill out an RM Request form (Click HERE) to Fill in the form, CDI’s RA department will contact you and issue an RA number.

Be sure to back up everything before sending the device, we are not responsible for any data loss or damage during diagnosing or re-installing the software. We will not back up the data unless you mention it on the RA request form, we will charge $125 per hour for backing up and restoring data.


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