Refund Policy
Last updated: October 23, 2026
We want every order from The Security Supplier to be right the first time. If something isn't, this policy explains how returns, refunds and exchanges work. Questions? Email info@thesecuritysupplier.com or call +1 (404) 678-9908, Monday to Friday, 8am-5pm EST.
Return window
You may return eligible items within 30 days of delivery. To be eligible, an item must be unopened, unused and in its original, undamaged manufacturer packaging with all accessories, manuals and labels included.
How to request a return (RMA)
All returns require a Return Merchandise Authorization (RMA) number. Returns sent without an RMA cannot be accepted.
- Email info@thesecuritysupplier.com with your order number, the item(s) and quantity you want to return, and the reason for the return.
- We will reply with your RMA number and return instructions.
- Write the RMA number clearly on the outside of the box and ship the item back within 10 days of receiving the RMA.
Unless the return is due to our error or a defective or damaged item, return shipping costs are the customer's responsibility. We recommend a trackable, insured shipping method; we cannot be responsible for returns lost in transit.
Restocking fee
Unopened items in original packaging are refunded in full (less original shipping charges). Items that have been opened but are not defective may be accepted at our discretion and are subject to a 15% restocking fee. Items that are incomplete, damaged, installed, or not in resalable condition may be refused or have additional deductions applied.
Non-returnable items
- Special-order, custom-configured and non-stock items
- Software, software licenses, subscriptions and digital products
- Opened consumables (for example labels, ribbons, ink, toner, receipt paper and batteries)
- Cable cut to length and items marked "final sale" or "non-returnable" on the product page
Damaged or incorrect shipments
Please inspect your shipment on arrival. If an item arrives damaged in transit, report it within 48 hours of delivery with photos of the item, the packaging and the shipping label. If you received the wrong item, contact us within 7 days. In both cases we will arrange a replacement or refund at no cost to you.
Defective items and warranty
Items that are dead on arrival (DOA) must be reported within 7 days of delivery; we will help you arrange a replacement. After that period, defective products are covered by the manufacturer's warranty, and we will help you start the warranty claim with the manufacturer. Warranty terms and lengths vary by brand and product.
Refunds
Once your return is received and inspected, we will email you to confirm whether the refund is approved. Approved refunds are issued to the original payment method within 5-10 business days. Original shipping charges are non-refundable unless the return is due to our error. It may take your bank or card issuer additional time to post the refund.
Exchanges
The fastest way to get a different item is to return the original (following the steps above) and place a new order for the item you need.
Cancellations
Orders can be cancelled free of charge before they ship. Once an order has shipped, the return process above applies. Special-order items cannot be cancelled once ordered.