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 CCTV Ops, you will be taken care of when it comes to issues that arise after your purchase.
1. How long is the warranty?
It depends on the product, but all CCTV Ops product listings include the warranty length in the description. Navigate to the product page you are inquiring about to see the exact term. The warranty period begins onthe day the product is delivered by the shipping courier.
2. What is covered under warranty?
Basically any defective or malfunctioning aspect of the product that occurred during normal use and was not caused by improper use or improper installation.
Example: A properly installed camera or DVR simply stopped working or started acting abnormal during normal use for
no externally related reason.
3. What is not covered under warranty?
Any defect or malfunction caused by improper installation, customer misuse or damage, or external factors such as faulty power, power surges, theft, etc. Also any major alterations to a product.
4. I have a product I think is under warranty — what happens next?
Contact CCTV Ops by phone or email so we can help troubleshoot. Many times it is a configuration issue rather than a defective product. If troubleshooting does not resolve the issue, we will take a look at the product and attempt to repair it. If we cannot repair it, we will replace it with a brand new unit from our stock.
5. Who pays for shipping the defective product back to CCTV Ops?
If you are located within the lower 48 states, CCTV Ops pays for shipping both ways. You can print a pre-paid return label from your RMA in your account. We will send the repaired or replaced product back via UPS Ground. We cannot pay for express shipping — only UPS Ground. If you are outside the lower 48 states, you are responsible for shipping the product back to us. CCTV Ops will cover return shipping of the repaired or replaced product to your location.
6. What is the turnaround time on a warranty return?
Once we receive the product, your RMA will be processed within 1–3 business days by one of our top-tier tech support agents. The repaired or replaced product will ship back out within one business day after being processed.
7. Do you offer advance replacements?
We do not offer advance replacements because we can often repair the product rather than replace it, and products sent back to us frequently turn out not to be defective at all. Given the complexity of CCTV systems, external factors (network issues, cabling, configuration) can mimic hardware failure. We must test all products at our facility to assess whether a replacement is truly needed.
If you are confident the product is defective and purchase an advance replacement from our site, please be aware: if we find the returned unit repairable or non-defective, it will be sent back to you — leaving you with two units.
1. What if I don't like the product or it doesn't work out for me?
No problem — we want you to be satisfied. You are welcome to return any product within 60 days of purchase if you do not like it or it does not meet your needs, no questions asked.
2. When does the 60-day return period start?
60 days from the date of purchase.
3. 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 the product in like-new condition with all components included, but we understand that is not always possible. If you mounted and used a camera and then decided it wasn't right for you, it is nearly impossible to return it looking unused. You may have also discarded the box or some accessories along the way — that's understandable. All we ask is that you try to return the product in as close to the same condition as we sent it to you.
4. Can I return a damaged product?
If a product was damaged during testing, please contact our support team to verify whether we can accept the return. The following would be considered a damaged product:
Tip: We always recommend bench testing or temporarily setting up a product before final installation to prevent major
wear and tear.
5. Is there a restocking fee for 60-day returns?
No, not at all. The only thing we ask is that you pay and arrange for return shipping back to our location.
6. 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 may also arrange your own shipping.
7. When will I receive my refund?
Within 1–3 business days after we receive the product back at our warehouse. Please note that we refund only the original cost of the product being returned — original shipping costs are not refunded.
8. Can I return a product that has my logo or branding on it?
No. Any product branded with your logo, design, or company information cannot be returned under the 60-day return policy — whether under our free Branding Program or a Premium Branding product.
