RMA Returns and Repairs

Digital Watchdog works hard to provide quality products to our customers. If you are not fully satisfied with your purchase, let us help you with a repair, return or replacement.

Canadian REPAIRS for DVR’s, NVR’s and Cubes
(ABSOLUTELY NO CAMERAS)
Video Experts
Attn: RMA # (reference #)
145 Rue Barr., Unit 2
St. Laurent, QC H4T 1W6
(CAMERAS NEED TO BE RETURNED TO THE U.S.)

Repair ONLY:
NO PTZ, E-RACK, P-RACK
Credit RMA will be rejected at the dock.
Digital Watchdog
RMA # (reference #)
5436 West Crenshaw St.
Tampa, FL 33634

ALL CREDIT returns and REPAIRS:
(ALL PTZ, E-RACK, P-RACK, BJNAS)
Digital Watchdog
RMA # (reference #)
16220 Bloomfield Ave.
Cerritos, CA 90703

NOTE: RMA’s for ALL CREDIT and ALL ADVANCED REPLACEMENTS need to be shipped to our CA warehouse.

New RMA Request Check RMA Status Pay with Credit Card

Items are eligible to be repaired under warranty if the unit is purchased within 2-5 years of the return date.
Proof of purchase or serial number is required to be considered for warranty repair.
DW^® will pay for freight to the customer by way of ground shipping. Expedited shipping quotes may be provided upon request.
- DW^® does not issue credit for freight from the customer to us.
- DW^® is not responsible for damages in transit or improper packaging.
- Water damage and modifying products void the warranty. Please see and reference examples in the “limitations and exclusions” section.
RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock and returned to the sender.
Recorders & NVRs:
- Labor: For a period of five (5) years from the date of original purchase,
- Parts: Warrantor will repair or replace parts for a period of two (2) years. There is an additional three (3) year warranty on the Hard Drives. If the Digital Video Recorder is determined to be defective, DW^® will repair or replace the unit with a refurbished product, at no charge.
Cameras
- Labor: For a period of two (2) years or five (5) years [See manual to determine the length of warranty for a specific camera] from the date of original purchase.
- Parts: Warrantor will repair or replace parts for a period of two (2) years or five (5) years. See the user manual to determine the length of the warranty for a specific Camera. If the Camera is determined to be defective, DW^® will repair or replace the unit with a refurbished product, at no charge.

Type	Labor/Parts/HDD	Warranty Period	Product Line
Recorders	Labor	2 years	Blackjack® Cube, VMAX® IP Plus™, VMAX® Flex™, VMAX® 960H™, VMAX® 960H Flex™, VMAX® 960H CORE™ and VMAX® AHD CORE™, VMAX® A1, VMAX® A1 Plus™ Series Recorders
	All Parts	2 years
	Hard Drives	5 years
Cameras	Labor/Parts	2 years	Analog PTZ, IP PTZs, HDSDI and Value Line, and H Series IP
	Labor/Parts	2 years	E.S.T. Camera and Blackbody (4-6 turnaround time).
	Labor/Parts	5 years	MEGApix® Series (Excludes certain models – refer to datasheets)
Blackjack® E/P/S- RACKS	Labor	2 years	P-RACK, E-RACK, and S-RACK servers *Requires Tech Support Ticket # before RMA can be issued.
	All Parts	2 years
	Hard Drives	5 years
Blackjack® Rack Server	Labor	5 years	*Requires Tech Support Ticket # before RMA can be issued.
	All Parts	5 years
	Hard Drives	5 years

Items can be returned for full credit if they are returned within 90 days with proof of purchase or serial number.
In Canada, an item may be returned within 1 year for credit.
Blackjack® Rack Mount Servers will only be eligible for the credit if the item is found to be dead on arrival (DOA) within 14 business days of receipt of the item.
E.S.T. Camera and Blackbody will only be eligible for the credit if the item is found to be dead on arrival (DOA) within 14 business days of receipt of the item.
RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock and returned to the sender.
DW Spectrum^® licenses may NOT be returned after activation.

Location	Credit Time Frame
US (and all other locations)	90 days (No Rack Products, No E.S.T. Camera and Blackbody)
Canada	1 year (No Rack Products, No E.S.T. Camera and Blackbody)
E-Rack/P-Rack/S-Rack (All Mountable Servers)	14 days Dead on Arrival
E.S.T. Camera and Blackbody	14 days Dead on Arrival
DW Spectrum^® Licenses	No Returns AFTER Activation

All accessories must be included when returning the item. Missing items will be deducted from the credit. If Credit is refused, the unit will be returned to the customer at the customers’ expense.
Water damage or modified/altered products will be denied for credit. Please refer to the “Limitation and Exclusions” section for details.
RMA Numbers must be clearly written on the outside of the box. If the package doesn’t contain the RMA#, the package will be REFUSED at the dock.
Credit items returned to our Florida location will be rejected at the dock and returned to the sender.
DW^® does not refund shipping charges for Credit RMAs.

All express and implied warranties, including the warranties of merchantability and fitness for a particular purpose, are limited to the applicable warranty period set forth above.
Warranty is void if purchased from an unauthorized dealer.
https://digital-watchdog.com/page/unauthorized-dealer-policy/
Warranty does not cover damage in transit to DW^®.
Warranty does not cover damages due to improper packaging
Warranty does not cover water damage.
Removing the “Warranty Void” label and opening the unit VOIDS warranty.
Warranty does not cover exterior components of painted cameras. If paint reaches the internal components of the camera, the internal components will not be covered under warranty.
Warranty does not cover physical modifications or alternations to the equipment.
Warranty does not cover lightning damage. Please comply with safety regulations and use recommended surge protectors.
DW^® does not warranty or recover lost data. The customer will need to contact the 3rd party to recover data on an HDD before sending in for repair. Please backup your data before sending your unit in for repair.
DW^® will not be liable for incidental or consequential damages (including without limitation, damage to recording media) resulting from the use of these products, or arising out of any breach of the warranty.
Warranty does not cover failures which are caused by products not supplied by DW^®. For example, a network error on a camera caused by a POE switch would not be covered. Please ensure that you are following the recommended installation guidelines for the product.
Failures which result from accident, misuse, abuse, neglect, mishandling, misapplication, alteration, modification, faulty installation, set-up adjustments, improper antenna, inadequate signal pickup, maladjustments of consumer controls, improper operation, power line surge, improper voltage supply, rental use of the product or service by anyone other than a Digital Video Recorder authorized repair facility or damage that is attributable to acts of God.
Some states do not allow the exclusion or limitation of incidental or consequential damages or limitations on how long an implied warranty lasts, so the above exclusions or limitations may not apply to you. This warranty gives you specific legal rights and you may also have other rights that vary from state to state.
Service calls that do not involve defective materials or workmanship as determined by DW^®, in its sole discretion, are not covered. Costs of such service calls are the responsibility of the customer.

Ex. 1

Ex. 2

Ex. 3

Ex. 4

Please remember that opening the casing to ANY piece of equipment will void the warranty on the unit. Removing the “silver” sticker from ANY piece of equipment will void the warranty. IF by and in any case, you must get into the internals of our equipment, please contact our tech support department.

RMA Returns and Repairs

Warranty Repair:

Credit Return:

Non-Warranty Repairs:

Advanced Replacements:

Stock Rotation:

Limitations and Exclusions:

Shipping Instructions:

DW Spectrum®:

Special important information:

DW Spectrum^®: