Our Shipping Policy & FAQ
Overview
Our warranty and return policy is designed to ensure you receive the highest level of service from our company. In addition, our policy is written in plain English so you don’t need a legal degree to understand it!
Feel free to contact us via phone or email if you have a question regarding any of the policies outlined on this page.
Warranty & RMA Policy
Our warranty policy ensures that any products you purchase from us are free from defects in workmanship and material. In addition, XLR Security Inc. provides warranty coverage against any malfunctions or defects of the product that have occurred during normal use within the warranty coverage period.
Warranty coverage is limited in duration for 1-3 years; dependant on the category of the product. Warranty coverage starts from the invoice date.
The warranty coverage duration is as follows:
- 3 years for Network Video Recorders & Hybrid Video Recorders (NVRs and XVRs)
- 3 years for IP Cameras and Analog Cameras (excluding PTZ cameras)
- 3 years for Hard Drives, Monitors, Network Switches (including PoE), Signal Extenders, and 4G/LTE Routers
- 2 years for PTZ Cameras
- 1 year for RJ45 Connectors & Tools
If you have a product that you believe fall under warranty, please give us a call or send us an email. We will assist you in troubleshooting the issue. Sometimes adjusting the configuration, updating the firmware, or performing a factory reset can fix the problem. If that doesn’t work, then the product is deemed to be defective and we will initiate an RMA request from our side.
After processing the RMA request (usually within 24 hours), we will send you a pre-paid shipping label via email. Affix the shipping label to the product box (or a box of similar size) and drop it off at your nearest Purolator Pickup Location.
Returns & Exchange Policy
If you’re not happy with the product you ordered and wish to return it, you may do so within 30-days from the invoice date. We ask that you try to return the product in the same condition as you received it, but we understand that’s not always possible. Therefore, we ask that you try to return the product in the best condition possible.
If you threw away the packaging or removed the IR sticker from the camera, that’s okay. However, we do not accept damaged products for return. This includes products where the RJ45 connector has visible water damage due to improper installation.
In addition, we do not accept products for return if the serial number sticker or tag has been removed.
You will receive a refund for the product within two business days after we receive the product in our warehouse. By default, we will issue a credit note to your account which will be applied to your next order or outstanding balance. If you’d like us to issue a refund directly, please let us know beforehand.
Restocking Fee
Returns after 30-days will be subject to a 15% restocking fee. We reserve the right to refuse equipment returns, dependant upon the condition and age of the item.