Warranty Information

Warranty
All of our products carry at least a 90 day full warranty. However, most of our products are 1 to 2 years and some even longer. Please review the products to see what warranties are included. The warranties do not include shipping damage, user misuse or abuse, user modified items or acts of God. Be sure to check shipping containers for possible damage upon receiving, just in case a UPS claim needs to be submitted.

Units not covered under warranty are repaired and invoiced for labor, parts and freight charges. Merchandise is not accepted for credit or repair without a Return Authorization Number. Only those companies originally invoiced by Rugged CCTV may apply for equipment credit (no restrictions apply to repair requests if paying by credit card or secured check). All equipment shortages or damage must be reported within seven days of receipt of shipment. Equipment not manufactured by Rugged CCTV is covered under the warranty specified by the respective manufacturer.


WARRANY TERMS
Your Rugged CCTV Digital Video Server/Recorder has a Two Year Limited Warranty that covers parts & labor for all covered repairs, but if the case is opened, or modifications are made to the system, or unauthorized software is loaded onto the system, the warranty is voided.
Certain items are not eligible for return for any reason. They are considered special build items. They include all PTZ cameras, all wireless components, and multi cam setups. They still have their full repair period covered under warranty.

We require that you keep the box and closed cell Styrofoam that the server comes in. This way if you ever need to ship it back to us for any reason you'll already have the needed shipping material. If system is not shipped in original boxing the system will no longer be covered under warranty. If the unit is damaged in transit and it was not packed in the original packaging, you are responsible. If you ship any equipment back for any reason fully insure it. Freight companies rarely accept damage claims when the product was not packed correctly. We are not responsible for damage occurring during shipping.

If sending something back for credit, exchange or repair, you’ll just need to repack it in the original packaging, and then call to get an RMA (Return Merchandise Authorization) number. Print this number clearly on the outside box and ship it back to us. If no RMA number is found on the box at delivery it will be refused and returned to you at your cost.

We require that all Rugged CCTV Digital Server/Recorders be plugged into a UPS (Uninterruptible Power Supply) with surge protection, due to lightening strikes and power outages. A 900VA to 1200VA Unit is recommended. To ensure that your warranty is valid you must use a UPS. Damage caused by lightening strikes, power surges and acts of GOD are not covered under warranty.

If you are sending cameras back to exchange them for a different lens, or a different camera you must have all the original packaging and items included with the camera (including but not limited to packaging, paperwork, screws, tools, leads, etc). Partial returns for exchange will be charged a 20-25% restocking fee. If a product is replaced during the warranty period the warranty is valid from the date of original purchase.

Return Policy: Any new product may be returned within 15 days of the delivery date so long as the equipment and packaging are in “as new” condition.

• “As new” means that all returns inside the 15 day period should be undamaged and in their original packaging with all accessories and documentation included.
• To qualify for an RMA during the 15 day period products must NOT be installed, mounted, or configured.
• When shipping us a return, the original packaging must be unmarked. No postmarks or labels may be on the original product box(es).
• There are no returns on clearance or special order items.
• Shipping costs are non-refundable.
• Return shipments must be properly packaged in a shipping carton, insured, and shipped by a method that offers delivery verification.
• No refunds, exchanges, or store credits will be issued after the 15 day period.
• After the 15 day period products may be returned for warranty repair/replacement only.

A Return Merchandise Authorization (RMA) number must be obtained by calling 1-866-301-2288 prior to the return of any merchandise. Any Products returned to us without an RMA will be rejected and/or sent back to you at your cost and expense. An RMA number is only valid for 14 days. Rugged CCTV does not pay the return shipping cost for defective merchandise. However, Rugged CCTV will split the shipping costs with you. If you pay to send the item back to Rugged CCTV, we will replace the item and ship the item to you at no charge. Rugged CCTV will employ every resource it has to ensure that your item is replaced promptly, without hassle. We do not provide advanced replacements (also known as cross-shipments) for any product.

In the event the original equipment is discontinued or cannot be obtained in a timely manner for repair/replacement, Rugged CCTV reserves the right to substitute the equipment with alternative equipment.

Helpful REMINDERS
1) All servers come with the user name and password pre-set (your manual that comes with your unit will specify - or just call us). The system administrator can then go in and change it at their convenience. If you do want to change the password it needs to be changed before you start entering additional users. Always make the password at least 5 characters.

2) The manual is included with each Rugged CCTV DVR. If you did not receive a Manual, please let us know as soon as possible and we will send a replacement right away.

3) If you have a problem with something please don't hesitate to call and ask for help. That's what we're here for. We'll get you to the right software or hardware tech depending on your need.