Returns & Warranty
Returns at a glance
- Return window: 30 days from delivery.
- Condition: unopened, unused, in original manufacturer packaging.
- An RMA number is required for every return.
- Opened, non-defective items: 15% restocking fee (if accepted).
- Non-returnable: special-order and non-stock items, software and licenses, opened consumables, and items marked final sale.
How to return an item
- 1. Request an RMA: email info@thesecuritysupplier.com with your order number, the part numbers and quantities, and the reason for the return.
- 2. Pack it: use the original packaging with all accessories, and write the RMA number on the outside of the shipping box.
- 3. Ship it: send it back within 10 days using a trackable method. Return shipping is paid by the customer unless the return is due to our error or a defective or damaged item.
- 4. Get your refund: after inspection, approved refunds go back to your original payment method within 5-10 business days.
Damaged in transit or wrong item
Report transit damage within 48 hours of delivery with photos of the item, packaging and label. Report a wrong item within 7 days. We will replace or refund at no cost to you.
Warranty and defective products
Every product we sell is new and covered by its manufacturer's warranty. Warranty length and terms depend on the brand and product; check the product page or datasheet for details.
- Dead on arrival (DOA): if a product does not work out of the box, tell us within 7 days of delivery and we will help arrange a replacement.
- After 7 days: defects are handled under the manufacturer's warranty. Contact us with the order number, serial number and a description of the fault, and we will point you to the right warranty process and help where we can.
Before reporting a fault, please check the installation guide and firmware version, as many issues are resolved by a firmware update or configuration change.
Full details: Refund Policy.