Returns & Exchanges Policy

Security System Depot

Your satisfaction is our priority. The guidelines below explain exactly how to request a return, what qualifies, and what you can expect once your item arrives back at our warehouse.

 

1 · Return Window

• 15 days from the date of delivery to request a return.

• Products must be unused, uninstalled, and in original, resalable condition with all accessories, manuals, and inner packing materials intact.

 

2 · Items That Cannot Be Returned 

 

Category	Examples
Assembled / Installed	Server racks that have been built, cameras that have been mounted, cable that has been terminated
Custom or Special-Order	Pre-configured NVRs, made-to-order kits, non-stock SKUs
Open-Box or Missing Packaging	Items without factory seal, incomplete accessory packs
Final-Sale / Clearance	Anything specifically marked “Clearance,” “Final Sale,” or “Non-Returnable”

 

 

3 · Required Photos for RMA Approval

 

To protect both parties and speed inspection, include clear images of:

 

1. Front, back, top, bottom, and both sides of the product

2. Close-up of the serial-number label (legible)

3. Original packaging, inside and outside

4. Any shipping damage (crushed corners, tears, dents)

Returns submitted without these photos may be refused or assessed additional fees.

 

4 · How to Request a Return (RMA)

1. Email support@1800dvr.com or message us on WeChat / WhatsApp with:

   • Order number

   • Item(s) you wish to return

   • Reason for return

   • Required photographs (see Section 3)

    

2. Our support team will reply within 1 business day with an RMA number, return address, and packing instructions.

3. Ship the item back using a tracked and insured method. Items damaged in transit due to inadequate repacking cannot be credited.

 

5 · Refunds & Restocking

• Returns that pass inspection are refunded to the original payment method within 5–7 business days.

• 15 % restocking fee applies to:

   

  • Non-defective merchandise

  • Items returned without complete original packaging

   

• Original outbound shipping charges are non-refundable unless the return is due to our error.

 

6 · Exchanges & Defective Items

 

If your product arrives incorrect, damaged, or DOA:

 

1. Contact us immediately (within 48 hours of delivery).

2. Provide photos or video of the defect/damage.

3. We will arrange a prepaid label and ship a replacement once the original is in transit or inspected.

 

 

7 · Return Shipping Responsibility

• Customer pays return freight on standard change-of-mind returns.

• Security System Depot covers return shipping only when we shipped an incorrect or defective item.

8 · Need Help?

 

• Email: support@1800dvr.com

• WhatsApp: +13475548188 or +19179771277

• WeChat: andyweng8866

Our team of security-system specialists is ready to assist you with any questions about this policy or the RMA process.