At HDSS, we do more than provide quality security products. We back every purchase with reliable tech support, helpful sales guidance, and a simple, straightforward warranty and return process. When you order from us, you can feel confident knowing our team is here to help if any issues come up after your purchase.
Missing Items?
Customers must report any missing items within 30 days of the delivery date. If your order arrives and something is missing, please contact HDSS Store as soon as possible so our team can review the issue and work to make it right.
Missing item claims submitted after 30 days from the confirmed delivery date cannot be accepted, and HDSS will not be responsible for replacing or refunding items reported outside of this timeframe.
Defective Item
If an item is defective within 30 days of the confirmed delivery date, HDSS Store will exchange the item right away without requiring a manufacturer RMA. Please contact us as soon as possible so our team can review the issue and arrange a replacement.
After 30 days from the delivery date, but still within the manufacturer’s warranty period, HDSS will assist with creating an RMA through the manufacturer for repair or replacement. Manufacturer warranty approvals, processing times, and replacement decisions are subject to the manufacturer’s warranty policy.
We strongly recommend inspecting your order as soon as it is delivered and reporting any missing or defective items within 30 days. While we work hard to process every order accurately, we are human, and mistakes can happen. Reporting issues within this timeframe allows HDSS to review the problem quickly and make it right.
FAQ
I have a defective product and I want to have it repaired or replaced.
I have a defective product and I want to have it repaired or replaced.
Warranty length varies by product. Each HDSS product listing will include the warranty period in the product description, so please review the description of the item you are interested in for specific warranty details. The warranty period begins on the date the product is confirmed as delivered by the shipping courier.
Warranty coverage applies to defects or malfunctions that occur during normal use and are not caused by misuse, physical damage, improper installation, or outside factors. For example, if a camera, DVR, NVR, or other product was properly installed and suddenly stops working or begins acting abnormally during normal use, it may qualify for warranty coverage.
Warranty coverage does not apply to defects, malfunctions, or damage caused by improper installation, customer misuse, physical damage, external factors, or major product alterations.
Common examples of items not covered under warranty include:
- Power-related damage: Evidence of faulty power, power surges, or electrical damage, which may be shown by burn marks on the device board, power input, or internal components.
- Acts of God or severe weather: Damage caused by lightning, storms, flooding, or other weather-related events.
- Accidental, intentional, or theft-related damage: Damage caused by the customer, third parties, vandalism, theft attempts, or other outside sources.
- Improper installation or weatherproofing: This includes poorly crimped RJ45 connectors, bent or damaged pins on female RJ45 ports, rusted or corroded power/video connectors, or cable connections that were not properly sealed from moisture.
- Customer misuse: Examples include using an indoor-rated camera outdoors, installing a product outside of its intended purpose, or uploading incorrect, unsupported, or unapproved firmware that causes the unit to malfunction or stop working.
- Major product alterations: Cutting off connectors, drilling holes, modifying the housing, or making other abnormal alterations to the product may void warranty coverage.
HDSS does not make the final determination on what is covered under the manufacturer’s warranty. Defective items may be sent back to the manufacturer for inspection, testing, and review. Warranty approval, repair, replacement, or denial will be based on the manufacturer’s findings and warranty policy.
Before replacing a product, we ask that you first contact HDSS Store by phone or email so our team can help troubleshoot the issue. In many cases, the problem may be related to configuration, setup, wiring, or settings rather than an actual defective product.
If troubleshooting does not resolve the issue, we may request that the product be sent to us for inspection and testing. If we are unable to repair the item and it qualifies within the applicable replacement period, HDSS Store will replace it with a new unit from our available stock.
For customers located within the lower 48 states, HDSS Store will cover standard ground shipping both ways for approved RMA claims. A prepaid return label may be provided through your account, and once the item has been repaired or replaced, HDSS Store will ship it back using UPS Ground.
HDSS does not cover express, expedited, overnight, or special shipping services. All covered return shipments must be sent using UPS Ground. For customers located outside of the lower 48 states, the customer is responsible for arranging and paying for shipping the item to HDSS Store. Once the item has been repaired or replaced, HDSS Store will cover the cost of shipping the item back to the customer’s location using our standard shipping method.
Turnaround time can vary depending on the product, current item availability, and the manufacturer’s review process. Once HDSS Store receives the item, we will process the RMA with the manufacturer and follow up as needed to help move the claim along as quickly as possible.
If the manufacturer approves the item for repair or replacement and we have the replacement item in stock, HDSS Store may send you a replacement from our available inventory and continue handling the remaining process with the manufacturer on the back end.
HDSS does not offer advance replacements because many products can often be repaired instead of replaced. In some cases, items sent back to us are not defective at all. Due to the type of products we sell, issues such as network problems, cabling problems, configuration errors, power issues, or installation-related problems can sometimes make a product appear defective when the product itself is still working properly.
For this reason, all returned products must be received and tested by HDSS Store before we can determine whether a repair, replacement, or manufacturer RMA is needed.
If you are confident that your product is defective and you need an immediate replacement, you may purchase a replacement item directly from our website. Please keep in mind that if the original product is later tested and found to be repairable or not defective, it will be returned to you, which means you may end up with two of the same product. Because of this, we strongly recommend choosing this option only if you are certain the product is defective and cannot be repaired.
I purchased a product, but I do not want it anymore, do not like it, or it did not work for my needs.
I purchased a product, but I do not want it anymore, do not like it, or it did not work for my needs.
Some items sold by HDSS Store are not eligible for return, so we strongly recommend confirming that you are purchasing the correct product before placing your order. Each product listing will indicate whether that item is returnable or non-returnable.
If you are unsure which product you need, please contact HDSS Store before purchasing. For example, if you are ordering an item such as a windshield UHF sticker or access control credential, our team can help guide you to the correct product for your system.
60 days from date of purchase.
We understand that a product may be opened and inspected before you decide it is not the right fit. However, all approved returns must be sent back in like-new condition, with the original box, manuals, accessories, mounting hardware, and all included components.
Products that have been installed, heavily used, damaged, altered, or returned with missing boxes, manuals, accessories, or parts may not be accepted for return. To avoid return issues, please keep all packaging and included components until you are sure the product works for your needs.
If a product is damaged during installation, setup, handling, or use, HDSS Store will not be able to accept the item for return. Returned products must be in acceptable condition and free from damage caused by improper installation, misuse, modification, or outside factors.
The following may be considered product damage:
- Water damage, unless determined to be caused by a manufacturer defect
- Fire damage
- Cracked, scratched, or scuffed lenses
- Excessive markings, scratches, scuffs, or wear on the product
- Damage caused by improper installation or setup
- Cut cable whips or removed connectors
- Damaged connectors caused by improper wiring or installation
- Modifications made to the internal components of the product
- Any abnormal damage beyond standard inspection or testing
We strongly recommend testing products or temporarily setting them up before final installation. This helps confirm the product is working properly and prevents unnecessary wear, damage, or installation-related issues that could affect return eligibility.
Yes, a restocking maybe be applied on certain approved returns.
If a return is needed due to an error made by HDSS Store, HDSS Store will cover the return shipping cost. This may include situations where the wrong item was shipped or an issue occurred due to our fulfillment process.
If the item is being returned because the customer no longer wants it, ordered the wrong item, or the product did not work for their specific needs, the customer is responsible for paying the return shipping cost..
Returns are typically processed within 1–3 business days after the product is received back at our warehouse. Once the return is processed, the refund will be issued to the original payment method.
Please note that HDSS will only refund the original cost of the returned product. Original shipping charges are non-refundable.
