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Warranty & Return Policy

Warranty Policy

xmartO provides warranty service and official customer support, which only apply to xmartO products purchased from its official website, official stores on Amazon, eBay, Newegg, etc.

We provide 1 years’ limited warranty for the IP Camera/NVR System Products purchased from xmartO.

The following terms and conditions apply when purchased from xmartO.

  • All xmartO warranties are limited to the original purchaser.
  • Warranty registration is not required, but purchasers should retain their order reference/ receipt as proof of purchase.
  • Any party returning a faulty unit must pay all applicable freight (and insurance if applicable) to return the unit to xmartO.
  • xmartO will pay all freight charges to return the repaired unit to the returning party.
  • xmartO will at their discretion, repair, replace or credit the faulty unit.
  • Any unit returned as faulty, but tested and found OK will incur a handling charge of $50.
  • Any new product that fails within 14 days of end user purchase is considered DOA, and will be replaced with a new unit.
  • xmartO fully supports all products for the entire warranty period, but cannot support third party software, as xmartO has no control over its use or design.
  • Returns will be rejected unless they are clearly marked with a Return Authorization Number supplied by our Technical Support Team.
  • xmartO reserves the right to replace any faulty unit that is no longer in production with a current model of similar or equivalent type.
  • Evidence of any of the following conditions will void any warranty claim:
    Lightning strike or power surge (xmartO recommends fitting a power surge protection device);
    Physical damage;
    Removal of any tamper seal;
    Unauthorized end user or third party modifications to any component;
    Evidence of misuse or abuse of the device.
  • xmartO aims to process claims within 10 working days from order reference/ receipt of the unit, but cannot be held responsible for any reasonable delays due to unforeseen circumstances.
  • Goods capable of storing user-generated data may experience a loss of data during the repair process. It is the responsibility of the customer to ensure that all personal data is deleted before returning the item or items to xmartO.

Exceptions

The Warranty does not apply if:

  • You received the product, but found it cheaper somewhere else at a later date.
  • You misused a product in any way that caused the problem.
  • You knew of or were made aware of the faults before you bought the product.
  • You asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted.
  • You do not have proof of purchase, such as receipt, credit card or bank statement.
  • You bought the product from an unauthorized retailer/ stockist or second hand.
  • You received the product(s) as a gift. The warranty is non transferrable and requires written consent from the original purchaser.

 

Return & Refund Policy

At xmartO, we are committed to our customers’ satisfaction. If the product did not meet your expectations, you can request for a full refund or exchange within 30 days from the date of delivery.

Beyond the end of the 30 days, only replacement or repair for the product is accepted. We are not responsible for any refund beyond the 30 days of the delivery date.

Customers must inform us within 30 days of the delivery date if they are missing products’ part or receiving the wrong products.

Products purchased from other channels except xmartO official website are subject to the specific policies of each platform. xmartO is not responsible for their refund and return.

Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from xmartO due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

Refunds are granted once stock is returned to xmartO, tested and approved by xmartO’s Warranty/ Returns team.

For all product returns, you are required to submit a Returns Authorization Request.