Return Policy, Warranty and Repair Service

"As New" means that all items must be undamaged and in their original cartons and packaging along with all accessories, documentation, and parts. No wires or pigtails can be cut. The product exterior must be intact and unmarked. The original carton must be in another "shipping" box. No postmarks or labels shall be on the original box. Cable must be unopened (or still on reel).

A Return Merchandise Authorization (RMA) number must be obtained from Optiview prior to the return of any merchandise. An RMA number is only valid for 14 days (returned products must be received within 14 days from issuance of the RMA number).

To submit a request for an RMA number, click here.

Offers From time to time, Optiview will offer a free product as a special offer along with a another product. For example, we might offer a free monitor with a DVR system. In that case, if the product is returned (eg, the DVR system) then the free product must also be returned (eg, the monitor) in order to receive the full refund. The free product must also be in 'as new' condition as described above. If the free product(s) is not returned with the rest of the order then Optiview will charge the customer for the retail price of the free product(s) thereby reducing the amount that the customer would receive in the refund. For example, if a free monitor was not returned and the retail price of the monitor is $129 then the refund to the customer would be reduced by $129.

If a customer returns an item that was purchased as part of a package (and so paid a reduced package price) or using an order discount or coupon, DGP will calculate the correct amount to be refunded as follows:

The total cost of the items will be added up according to the price if each item was purchased separately. Then the percentage of discount will be calculated based on the price paid for the package.

For example, if the items in the package purchased separately is $750 and the package price paid was $699 then the percentage of discount was 1 - (699/750) * 100 = 6.8%.

In this example, if an item is returned, the amount credited would be the individual retail price - 6.8%. For example, if one camera was returned which costs $79 individually, the refunded amount would be:

$79 - 6.8% or
$79 - ($79 * .068) =
$79 - $5.37 = $73.63

In this case, $73.63 was the actual amount paid for the camera given the package or coupon price. If a restocking fee is charged it will be based on this actual amount paid ($73.63 in this example). If you have any questions about this policy please feel free to call us.

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We take pride in offering only the highest quality reliable products. In the rare event that a defect does occur we offer the following warranty:

All products are warranted for 1 year from date of purchase, except for Clearance items, which are warranted for 60 days (unless it is revised by the vendor of this product). If a product is defective we will repair or replace it. The customer is responsible for the shipping cost to send the product to us. We will pay for the shipping cost to return the product back to the customer.

The following situations void the product warranty: Removing the Microsoft Product License Tag and/or Serial number from the PC-based DVR and PTZ cameras; Opening the housing of any camera with a fixed lens. Cutting the connectors off on any equipment. Adding 3rd party software to a DVR without prior approval from our technical support department. Damage caused by nature such as flooding, winds, lightning and other similar events; fault of the installer or customer due to negligence (for example dropping or breaking the product, improper voltage, or improper installation causing damage; for example overheating due to lack of ventilation etc...)

After 1 year (outside of the warranty), we will continue to support the product at the standard repair labor rate (currently $65 per hour-minimum 2 hours) plus parts, if applicable, or phone technical support for $65.00/hour. Out of warranty repairs are guaranteed for 30 days. Phone support is non-refundable.

Network systems can be complex and everyone's network is configured differently. For this reason Optiview cannot be liable for any issues or problems resulting from support of network related issues. We recommend that for any network related issues, you involve the support of your local network support specialist.

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A Return or Repair Merchandise Authorization (RMA) number must be obtained from Optiview prior to the return of any merchandise. An RMA number is only valid for 14 days from the day it was issued. Merchandise received without RMA number will not be honored and will be returned to customer. You must provide the Optiview Serial number of the unit when calling for technical support or Return Material Authorization (RMA) number. Print, read carefully, completely fill it out and include this RMA Procedure form on the return/repair package. For Parts Replacement only, use the Parts Return Instructions Form. Optiview Inc. does not pay for the shipping cost when the customer needs to send an item to us for a repair on warranty covered items. However, while an item is still under warranty, the Optiview Inc. will pay for the shipping cost to return an item to the customer after it has been repaired or replaced. Repair service request for an out-of-warranty CCTV items such as camera and/or DVR system, a credit card number is required prior to issuance of RMA number.

To submit a request for an RMA number, click here.

As of January 2006, UPS now charges a fee for undeliverable packages. Customers will be held responsible for additional shipping charges for refused packages and returned packages where three delivery attempts have been unsuccessful. Returned ground shipments are charged the commercial ground rate. Returned air packages are charged the 3 Day Select rate.

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