Return Policy
Product Return for Repair or Replacement
A Return Material Authorization number (RMA) must be obtained prior to returning any product for repair or replacement. If you have purchased a product that is not functioning properly, please contact our expert technical support desk via email at techsupport@sunsecurity.com. Please insure that you include the identity of the product, model number, order number, and exactly what the issue is, so as to receive a prompt and accurate reply. Our qualified technical support personnel will gladly assist you in determining if your product is functioning properly and diagnose any problem you may be experiencing. If it is determined that the product is defective, the technician will issue an RMA number, so you may return the product for repair or replacement. If your product can be repaired, we will do so, if not, we will ship a replacement immediately. If your product is found to be functioning properly, it will be returned to you.
Product Return for Credit or Refund
A Material Authorization number (RMA) must be also obtained prior to returning any product for credit or refund. If for any reason you are not satisfied with your purchase and desire to return your product for a refund, you may contact our customer service personnel via email at customerservice@sunsecurity.com. Please be sure to read our return policy before requesting a refund to be sure it qualifies. Our staff will immediately respond and issue a RMA number for your return for credit or refund.
Products Returned with No RMA
Should a customer fail to follow the Sun Security outlined return procedure regarding the receipt of an RMA number for returns, it may result in a delay in either their product being repaired or replaced under warranty, or their receiving a refund in a timely manner. Please review and adhere to our easy-to-follow return policy as it assists us in providing you, and all our customers, better, faster, and more efficient service.
Return Process for Credit or Refund
Returns: Sun Security provides a 30-day money back
guarantee on all products and services purchased (period starts from date of purchase), except a few wireless
products and special order items. Please look at the product
information carefully prior to purchasing, to ensure that your product
selection is not in one of these excluded groups. If for any reason you
are not satisfied with your purchase, simply notify us by email at
customerservice@sunsecurity.com and we will issue a Return Material Authorization
Number. No restocking fee is charged if the items are returned in
perfect condition exclusive of DVR capture cards (please note the terms
below for DVR card returns). Any shipping charges accrued from the Sun
Security are non-refundable unless the return is due to our error. We
must receive the item within the 30 day time period or no refund will
be issued.
The following terms must be met by you:
• All returned items must be in 100% new condition and in its original packaging to receive a refund. Do not write or mark, place tape on, or deface the original packaging in any way. Each returned package must contain the product, cables, any accessories, and all manuals and warranty cards originally shipped. The product must be returned in 100% resalable condition to receive a refund.
• There cannot be any signs of wear or modifications to the product. Any products that have been installed or used, that are not found to be defective, are not returnable.
• Should you purchase a video security or surveillance kit and experience a problem, and we find that you have a defective component (such as a DVR card, cable, or camera), only that component is repaired, replaced, or refunded, not the entire system.
• All returned DVR capture cards that returned to us are tested by our technical staff to assess their condition based on the reason for the return. If the card is tested and found to be functioning as designed by the manufacturer there will be a 15% restocking fee assessed regardless of the reason for the return and it must meet all the conditions outlined in this policy. If the returned item(s) do not meet all the requirements herein, then it or they will only be returned to you at your expense.
• If there are signs of intentional damage or abuse, no refund will be issued and the warranty for the product is voided. If the DVR card is found to be defective, then it will replaced and shipped to you at the expense of Sun Security.
• Should you return a DVR capture card as a component of a system due to a potential DVR card defect, when in most cases in is a PC compatibility issue, and the card is diagnosed as working within the manufacturer specifications, then the entire system must meet all the outlined requirements for returns and will be also be assessed a 15% restocking fee.
• Returned items that show evidence of abuse, neglect, or misuse will result in a voided warranty, and the products will only be returned to you at your shipping expense.
• The product must be packed appropriately for shipping to insure that no damage occurs that is beyond your control. We suggest that once you have placed the purchased item back into the original packaging, you then place it inside a well padded shipping box for returning the item. Should we receive a product that is damaged, even if it occurred during transit, we will not issue a refund. This is the sole responsibility of the shipper. All returned items must be shipped FULLY INSURED. This respects our right to have the items returned to us promptly, and insures the product against any damage which may result outside of your control.
• Return shipping costs are the responsibility of the shipper. Please do not return items COD as they will be refused and returned to the shipper.
• You must enclose a copy of your original invoice to receive your refund.
• Please mark the Return Material Authorization (RMA) number clearly on the outside of the box.
• Please allow 14 days for the processing of refunds.
• Refunds will be credited to the original purchasing credit card account number only.
• You may also elect to use your refund as a store credit toward your next purchase or trade-up immediately for a new product at the time of the refund.
• Please note that if you utilized a certificate or voucher for any part of your purchase, the value of that voucher or certificate will be subtracted from the product cost to derive the refund amount. The certificate or voucher will be voided and cannot be used for a future purchase.
Return Process for Repair or Replacement
• The product must be packed appropriately for shipping to insure that no damage occurs that is beyond your control during the transit process. Damage that occurs during transit is not deemed a manufacturer defect and therefore is not covered by warranty.
• It is the customer's responsibility to immediately inspect received items for damage. Warranty does not cover physical damage, and we will not replace any items for physical damage or non factory defects more than 7 days after receipt by the customer.
• Products that appear to be abused, misused, altered in any way, or have been damaged due to power surges or lightning strikes will not be repaired or replaced under warranty. They will be returned to you at your expense.
• Please make certain you provide a written explanation of the products failure.
• Return shipping costs are the responsibility of the shipper. Please do not return items COD as they will be refused and returned to the shipper. If you return an item for repair or replacement that is covered by warranty, Sun Security will incur the shipping charges to return the product to you.
• Due to administrative costs and charges by the shipper any shipments that are refused will incur a $50 fee. If you decide after ordering an item that you don't want to purchase and the item has already shipped please accept the shipment and return the product(s) to us for refund in accordance with our return policy
• Once boxed and packaged, please mark the Return Material Authorization (RMA) number clearly on the outside of the box. Failure to do so will result in a delay on repairs, replacements, or refunds.
• If your product is replaced by Sun Security, the warranty of the original purchased product remains in effect. Even though all replacement products are new, it does not add warranty time to the original warranty period.
• You must enclose a copy of your original invoice to verify purchase, warranty, and shipping information.
• A product warranty cannot be transferred to other persons. Repairs, replacements, or refunds of products under warranty will only be made to the original purchaser.
• In certain cases we may offer a free upgrade on certain products if the product ordered is out of stock. Should this item be returned for replacement under the warranty then the original item will be sent as replacement, not the upgraded item.
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