Warranty, Return & Refund Policy
Thanks for shopping at Reolink. We really appreciate your support and preference for the security products we create. We also want to make sure you have a rewarding experience while you’re exploring, evaluating and purchasing our products, whether you’re on Reolink official website or at the Reolink Amazon store.
We have great confidence that you will be thrilled with the products you purchase from Reolink. That’s because we exert our full strength to ensure that they’re designed and built to your needs. We understand, however, that sometimes a product may not be what you expected it to be. In that unlikely event, we invite you to review the following terms related to warranting and returning a product.
Reolink values your business and always attempts to provide you with the very best of service. Read the following warranty policies carefully to know about the warranty service provided by Reolink.
1. Warranty Period
We provide 2 years’ limited warranty for the IP Camera/NVR System Products purchased from Reolink. Please register your product on Reolink product registeration page within 90 days of purchase so that you can receive the 2-year limited warranty from your invoice date.
For replacement unit, warranty continues from the original date of purchase and will be extended for the number of whole days that the product has been out of the buyer’s hands for warranty repairs.
Important Note: The product Reolink Argus purchased from our Indiegogo campaign and pre-ordered from our official website will automatically get a 2-month extended warranty once you register it before October, 1st, 2017.
2. Warranty Forfeiture
Warranty is void in the following situations: (a) Products are marked as “sample” or “Not for Sale”, or sold “AS IS” or sent to you as “prototype”; (b) Products are purchased from unauthorized distributors or resellers; (c) Trade-marks, serial tags, product stickers have been removed, altered or tampered with; (d) Products are dismantled, mishandled, improperly used or defaced; (e) Abuse firmware upgrade without the authorized technician’s guidance; (f) Damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty; (g) Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc; (h) Products are damaged due to the violation of direction on safe battery handling and usage; (i) Warranty, refund or replacement are not available for products you have received or will receive in Play & Say feedback program; (j) Warranty is for the original purchaser only and is not transferable.
3. Limitation of Damages
Reolink is not responsible for other extra warranty or commitment promised by resellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.
In addition to the above warranty forfeiture, in no event will Reolink be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and Reolink’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.
At Reolink, we are committed to our customers’ satisfaction. If the product did not meet your expectations, you can request for a full refund or exchange within 30 days from the date of delivery.
Beyond the end of the 30 days, only replacement or repair for the product is accepted. We are not responsible for any refund beyond the 30 days of the Order date.
Customers must inform us within 30 days of the order date if they are missing products’ part or receiving the wrong products.
Products purchased from other channels except Reolink official website are subject to the specific policies of each platform. Reolink is not responsible for their refund and return.
Important: Normally the orders that have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from Reolink due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.
1. Return Policy for Products Purchased from Reolink
If the Reolink product that you purchased directly from Reolink does not meet your satisfaction or does not apply to your installation application (the “Product for Refund”), you may return your Product for Refund to Reolink for a full refund within 30 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 30 days, refund and exchanges are not available.
a) Return Products within 30 Days for Refund
To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).
The Product for Refund must be:
1.In the original manufacturers packaging, and shipped securely;
2.Complete with all the accessories, documentations, and standard certification labels originally, including, but is not limited to, UL listing, capacity, brand name, UPC code;
3.Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals;
4.Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges;
5.Labeled with a security seal, which is intact and not tampered with.
For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. Reolink shall not be responsible for any loss or damage to the Product for Refund caused in transit.
The Product for Refund will be thoroughly inspected by Reolink when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to Reolink, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Reolink’s sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.
If the Non-conforming Product for Refund is rejected by Reolink, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from Reolink back to you.
b) Return Defective Products within Warranty Period
In the event that your Reolink product becomes defective and if it’s within Reolink’s limited warranty and within the warranty period (2-year warranty), you may return your defective product (the “Returned Product”) to us for repair or replacement.
If the product is defective (not manmade defective) when you receive it, within 30 days, you can return to Reolink and get a full refund or replacement. Reolink are responsible for the shipping fees. Beyond the 30 days but within Warranty, a full refund is not available, but replacement or repair is acceptable, and you are responsible for the return-to-Reolink shipping fees.
If the product is manmade defective, refund or replacement is not available within 30 days. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.
Policy of Defective Products
(Customer pay service charge)
c) Return Procedures
Before returning any product to Reolink for any reason, please first fill out an RMA (Return Merchandise Authorization) request form and then send it to Reolink support center via email at support#reolink.com (replace # with @) to obtain an RMA number. You can download the RMA request form here (RMA download file). Online RMA requests are processed within 2 business days. Reolink customer support can also assist you in obtaining an RMA number.
After receiving your RMA number, pack the item(s) very well with the original box and all the original accessories included such as power adapters, brackets, cables, manuals, and driver CD disks. The RMA number must be on your return-shipping label and in the box.
Once your return is approved, please ship the product in original packaging to the address we provided. We will process your refund and automatically apply a credit to the credit card associated to your original order. Please allow 7-15 business days for credit to clear.
d) Shipping in Returning Process
For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. Reolink shall not be responsible for any loss or damage to the Returned Product caused in transit.
International customers may be subject to duties, taxes and brokerage fee. Customers are responsible for fees incurred.
If the returned product is tested and found to be non-defective or not covered by the Reolink’s limited warranty by the certified Reolink RMA technicians, you should be responsible for arranging shipment of the returned product from Reolink to your location.
In the event that a replacement product is needed immediately, a cross-shipment option is available if the original purchase date is within 6 months of the cross-shipment request. Reolink will ONLY provide free ground cross shipment to the continental USA destination. Any cross shipment to areas outside the continental USA will be charged additional shipping cost and other fees.
Requesting this option implies that your returned product has the defective part and you will ship it back to Reolink within 25 calendar days of the authorization of the cross shipment.
If the returned product is verified not covered by Reolink’s limited warranty by the certified Reolink RMA technicians, you should be responsible for arranging shipment of the returned product from Reolink to your location.
2. Return Policy for Products Purchased from a Third-Party
If the Reolink product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the Reolink products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your Reolink product for specific information.
3. Upgrade or Exchange Policy
Reolink is unable to exchange any returned product with a different type unless the returned product satisfies all the following requirements:
1. The returned product is returned to Reolink for repair or replacement under the Reolink’s limited warranty and within the warranty period (2-year warranty);
2. The returned product is found to be defective and non-repairable by the certified Reolink RMA technicians;
3. Products under the same model to the returned product are out of stock.
If the returned product satisfies the described requirements, Reolink will offer, at its sole discretion, a variety of options for substitution or an upgrade product.
4. Missing Parts Policy
In the event that your ordered product comes to your hands with parts missing, the specific policies depend on where your products are shipped from.
a). For Orders Shipped Directly from Reolink’s Warehouse
If your ordered product arrived incomplete, Reolink may require image confirmations at our discretion before replacements for any missing part that is shipped out.
If your order included the product with a hard-disk drive, and a hard-disk drive was not installed in the product that you received, Reolink may ask for image confirmations before exchanging the product you received with a complete one.
If your order was not delivered or the ordered product arrived damaged, please contact Reolink customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.
b). For Orders Shipped from Third-Party Stores or Vendors
If your order arrived incomplete, was not delivered, or the ordered product was damaged, please contact the third-party store or vendor where the order was placed and shipped through the detailed policy or information.
We are sorry to learn that you are not 100% satisfied with your purchase. Please keep in mind that we are standing by 24/7 if you have any questions about our products or service. You may reach us by writing emails to support#reolink.com (replace # with @).