Return Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Special order items are non-returnable and non-refundable.
If for any reason you are not satisfied with your purchase, simply notify us by using using our online RMA form and we will issue a Return Material Authorization Number within 72 hours.
All returns are subject to a minimum 25% restocking fee; shipping charges are non refundable. If items are returned in visibly used or damaged condition we reserve the right to refuse the return or impose up to a 50% restocking fee at our discretion. A non-negotiable minimum 30% Restocking Fee will be deducted from purchases of IP Cameras, Wireless Cameras, Submersible Cameras, DVR Cards, and Hidden Cameras
If you return a product that was purchased with one of our Free Shipping offers, the amount refunded will be minus the actual shipping cost that we waived during the promotional sale.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The following terms must be met by you.
Cutting or removing any cables from purchased equipment such as DVR units or cameras voids all manufacture warranties.
Equipment that has been short circuited or "fried" by the customer by operating on incorrect voltage or current polarity will not be covered under warranty, and will not be eligible for refunds or exchanges.
Custom built systems may not be returned or cancelled once built, items within the malfunctioning unit will be replaced or repaired.
Return the merchandise to us within 30 days of receiving your order.
You MUST send us your RMA request using our online RMA form. Provide as much detail as you can about the reasons for your return. If you have technical difficulty with a DVR or don't know how to use a component we will be happy to provide tech support. Not being able to understand the technical nature of a product does not mean that the product is defective. Such returns will still be subject to a restocking fee if returned to us in used condition.
RMA numbers are valid for 15 days and cannot be reissued.
The products must be returned in new, resalable condition.
Carefully repackage and double-box the merchandise and clearly mark the RMA on the outside package. We refuse packages without valid RMA numbers.
You must include all packaging materials.
Packaging materials must not be torn or damaged.
All manuals and warranty registration cards must be unmarked.
We recommend items be shipped with a tracking number.
Any programming MUST be reset back to factory default.
You must pay all return shipping expenses.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at office@distance-surveillance.ca.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at office@distance-surveillance.ca.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
