Returns and Warranty

New unopened merchandise returned within 30 days of invoice will receive a refund for the full product value.

Merchandise returned within 30 days that has been opened but is in new condition, in original packaging complete with all included accessories may be charged a restocking fee of 10-15% based on condition at our discretion.

If you believe you have a defective product please submit a support request through our Contact page and we will help you troubleshoot the problem.  We may also ask that you contact the manufacturer for final troubleshooting.  If at this point the product is deemed defective within 30 days of invoice, it may be refunded or replaced at our expense including shipping.  Final determination of defective status and processing is at the discretion of SecuredSurrounding and the product manufacturer.

Merchandise that has been installed, used, marred, altered, or damaged can not be returned and falls under manufacturer’s warranty. This includes the product packaging and materials so please do not write on, or attach labels to any product packaging or documentation.  

Our money back guarantee does not include freight charges. 

We will not be responsible to the loss or damage of returned item(s) by couriers, so we suggest that you insure your shipments and ensure they can be traced with a delivery signature for your protection. Items damaged during shipping will be refused or returned to the sender at senders expense.

REFUSED and UNDELIVERABLE SHIPMENTS

Any refused shipments or orders that cannot be delivered for any reason including incorrect or incomplete address, missing buzzer codes, customer unavailable for delivery, etc. that are returned to us by the courier will be assessed a 15% restocking fee plus the cost of the returned shipment and the original freight cost. If the customer requests that these orders be re-shipped, we will waive the 15% restocking charge.  

DEFECTIVE PRODUCT UNDER MANUFACTURER’S WARRANTY

Defective product under warranty is subject to the manufacturer’s warranty policies and procedures. Product warranty is the responsibility of the manufacturer and SecuredSurrounding does not accept any additional liability.   SecuredSurrounding will do our best to facilitate warranty where possible for your convenience. These items may be be repaired or replaced with a similar model or in some cases we may refer your case to the manufacturer for support at our discretion. Some manufacturers (eg. D-Link) require the end user to deal with them directly for warranty support or authorization, and we will honour their procedures where applicable.

TECHNICAL SUPPORT

We offer technical support on product purchased directly from SecuredSurrounding.  For product purchased from other resellers or other online stores please contact your place of purchase or the equipment manufacturer.  Our technical support is meant to help answer initial set-up questions and to help if something goes wrong.  We reserve the right to limit technical support at our sole discretion and where we feel the customer/installer requires more support than we can provide in a reasonable time by telephone or ticket.  If we are unable to solve a problem we will request the customer/installer to contact the manufacturer for additional support.  At our sole discretion we may require the customer to hire a professional for installation, set up or programming. 

THANK YOU for your business!

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