Document Purpose and Scope

This document sets forth the return and repair policy applicable to the products that are purchased from the authorized distributors of Inaxsys Security Systems (“Inaxsys”). We only accept RMA requests from authorized distributors.

Amending this Policy

Inaxsys reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice.

Inaxsys's Responsibility

Inaxsys's sole responsibility hereunder is limited to repairing or replacing any defective products returned by authorized distributors within the US and Canada. For warranty details on Inaxsys products provided by Inaxsys Security Systems, please refer to the following table:

Products Warranty Terms
  • Storage Devices
  • HDD
  • All Other Parts
3 years limited warranty
  • Cameras
  • Motorized Parts
  • Video Door Phone Products
  • Intelligent Traffic Cameras
  • Lenses
  • Accessories
  • Switches
2 years limited warranty

General Return Requirements and Procedures

RMA Inquiry
Prior to returning your defective product for repairs, an authorized RMA number must be retained. To obtain an authorized RMA number you must contact technical support at support@inaxsys.com or by phone at (514) 648-6648 extension 1.

When sending the defective product to Inaxsys, please make sure the provided RMA number is clearly displayed, either in black or blue ink and in large type, on the outside of the return shipping package. If your shipment requires multiple packages, each package must contain the provided RMA number clearly displayed. Inaxsys may refuse any package that does not have an RMA number, which Inaxsys will return on freight collect.

Expiration
All RMA numbers will expire ninety (90) calendar days from the date they were issued. This means that Inaxsys must receive the defective product within ninety (90) calendar days from the date the RMA number was issued. If the RMA number has expired, any defective products returned after the expiration date will not be valid and a new RMA number needs to be issued. Inaxsys may refuse any products returned with an expired RMA number.

Warranty term starting dates
The warranty period for any products start on the date that the distributor ships and invoices the product to the dealer/end users.

90-day return for credit policy
Inaxsys has a 90-day Return Policy for all defective items sold. This 90-day Return Policy shall start upon the date Inaxsys’s Product is sold to the dealer or end user. Under this 90-day Return Policy, the dealer or end-user must return the defective product back to the Distributor, within 90 days from the date of purchase, to either receive a credit or an automatic replacement. Dealer or end-user returns that fall outside of this 90-day period will not be eligible for credit or an automatic replacement.

Products that are found to be Dead on Arrival (“DOA”), which are products that are either: (1) not in good working order right out of the box; or (2) found to be defective within 90 days from the date of purchase, will also fall within Inaxsys’s 90-day Return Policy. Products deemed to be DOA are ultimately determined by, and verified through, Inaxsys’s RMA department. If a returned product is found not to be DOA, then that product shall not eligible for this Return for Credit Policy.

Any Product that has been painted over, tampered with, had labels removed, or any other modifications will be void of all warranties. These products may still be repaired subject to applicable repair fees.

Over the Counter Exchange Program
Inaxsys has an Over the Counter Exchange Program which holds a one (1) year warranty policy for the replacement of products. This one year shall start from the date of purchase of products from either the dealer or end user. Under this program, the dealer or end-user must send, or return, the defective product back to the Distributor. Then the Distributor shall verify that the product returned qualifies for this Program. Once the Distributor has verified the product’s eligibility, the Distributor may offer a replacement if a replacement product is readily available.

If a replacement product is readily available, Distributor may exchange the defective product with a replacement product. Once the exchange is completed, Distributor will be required to submit an RMA request with Inaxsys within 30 calendar days from the date of exchange and follow the procedures as listed above. Replacement orders from Distributor shall be subject to verification and approval by Inaxsys.

If a replacement product is not readily available, Distributor will need to submit a new purchase order with Inaxsys for the replacement product. Under this purchase order, Distributor shall specify whether or not Distributor would like for Inaxsys to deliver the replacement product either directly to the (1) dealer or end user; or (2) Distributor. Distributors must still submit an RMA request with Inaxsys and return the defective product back to Inaxsys. Defective products must be returned to Inaxsys within 30 days from the date the purchase order is placed in order to offset Distributor’s previous purchase order. If the defective product is not returned within 30 days then Distributor’s previous purchase order shall be treated as a separate, normal purchase order.

In the unlikely event of product failure within the first year of ownership, Inaxsys will make its best effort to ship any replacement products of equivalent performance and specifications. Replacement products may be either: (1) a new product; or (2) a refurbished product. An RMA request is always mandatory for the return of any defective products.

Repair for “in-warranty” and “not in-warranty” products
For products still under warranty, Distributor must fill out, and submit, the RMA form with all the required information to assist Inaxsys’s RMA department with diagnosing and repairing any defective products. Only defective products that go through this RMA process will be accepted by Inaxsys’s RMA department for repairs. Defective products that do not follow this RMA process may be rejected by Inaxsys’s RMA department.

For products no longer under warranty, Distributor must still fill out, and submit, the RMA form with all the required information. Defective products that do not go through Inaxsys’s RMA process maybe rejected by Inaxsys’s RMA department. An "Estimation of Charges" will be sent to Distributor for the repairs to the defective products not under warranty. This Estimation of Charges shall be reviewed and signed by the Distributor for Inaxsys prior to commencing any repair services. Inaxsys will not attempt to repair any defective products so long as the Estimation of Charges is unsigned. If an item is deemed to be "irreparable", the customer will be given the options to either: (1) having the product returned, (2) having the product discarded; and/or (3) purchasing a new unit as a replacement. All repair work will be guaranteed for 6 months from the date the repair service is invoice.

Shipping Costs
Distributors are responsible for all the costs of shipping for returning the defective products to Inaxsys’s RMA centres. If the product is still warranted, Inaxsys will repair or replace the product and ship it back to the distributor at its expense. If the product is no longer warranted, the shipping and repair fees will be completely assumed by the customer.

Limitations
Improper packaging: Returned products shipped to Inaxsys’s RMA centres must be properly packaged in order to prevent unintended damage during transportation. RMA returns with improper packaging cannot be accepted. Please refer to the RMA Packaging Requirements and diagrams at the end of this document.

Unfortunately, Inaxsys is unable to accept any products that have been altered. Alterations will void any warranties the products may have, or had. Examples of alterations may include:

  • Counterfeit Inaxsys Product Label(s).
  • Products with any of the labels missing.
  • Jumpers, wires, or any other mechanical/electronic parts are added to the product.
  • Any part or component is removed from the original product.
  • PCBA/Lens/Housing/Other Parts are disassembled then assembled incorrectly.
  • Any attempt to repair or alter a product outside of an Inaxsys RMA Centre.
  • Labels have been switched.
  • Genuine Inaxsys labels on non-Inaxsys products.
  • Genuine Inaxsys label(s) on different Inaxsys product(s).
  • Labels exhibit tampering.
  • Label missing standard printing such as FCC, UL or Serial Number or Model Name.
  • Serial number on a product does not match with the packaging for such product.
  • Any other change in original state of the product.

Any physical, or accidental, damage to a product will void any warranties the products may have, or had. Examples of physical, or accidental, damage may include:

  • Broken pins on connectors.
  • Blown power board due to applying wrong voltage and/or current.
  • Connector(s) are damaged, cracked, missing or broken.
  • Damaged components on the circuit boards.
  • Dented product case / housing.
  • Torn or punctured lens cover, case and/or any other parts.
  • Deep scratch on the Product.
  • Loose, damaged, or missing screws.
  • Missing circuit board(s).
  • Obscured fan/heater parts (if applicable).
  • Stripped mounting hole threads.

Other Terms and Conditions
Inaxsys reserves its rights to examine and test any returned products to determine the actual cause of damage and/or defect on the returned products.

All parts and accessories must be returned in their original packaging in order to receive a replacement.

If the malfunction of a part is determined to be due to a Customer Induced Defect or Damage (“CID”) including but not limited to an attempted repair, unauthorized repairs, accident, misuse, abuse, neglect, improper maintenance, installation and connection, malfunction of a peripheral device(s), rust or deterioration caused by improper storage, an invoice for extra service fees for repair charges, shipping costs, and other applicable expenses will be issued.

If the malfunction of a product is determined to be due to CID after a replacement product has already been shipped, an invoice for the replacement product will be issued.

If Customer disagrees with Inaxsys’s decision of CID, the dispute will be submitted for customer complaint process.

Inaxsys may choose to amend this RMA Policy, in part or its entirety, at any time, with, or without, notice.