RMA Return & Repair Policy
DW® RMA & Return Policy
Items can be returned for credit within 90 days of purchase with a copy of the original invoice or purchase order. For Canadian Customers, items can be returned for credit within 1 year of purchase. A restocking fee of 20% will be assessed on all returned items. There will be additional charges incurred if the unit has been damaged or is returned without all accessories. This includes damage due to improper packaging for return shipment. No credit will be given on items deemed not eligible for return. No items will be eligible for credit after 90 days. Items will not be credited for water damage.
Items purchased within 1 year are eligible for advanced replacement. DW® can send the customer an advanced replacement to save downtime. The unit must be troubleshot through Tech Support and deemed defective. A credit card form must be filled out prior to shipping an advanced replacement, and the defective product must be returned directly to DW. Please contact the RMA department for more details.
Items are eligible to be repaired under warranty if the unit is purchased within 2-5 years of the return date. Please refer to your specific unit’s warranty card for the term of that particular unit’s warranty. Proof of purchase including serial number is required to be considered for warranty repair. No credit is given as the units will be repaired or replaced if we are unable to repair it. We will pay for freight to the customer by way of ground shipping. If any other freight is requested it will be done at the customer’s expense. We do not issue credits for freight from the customer to us. If there is damage to the unit due to improper packing in returning the unit to us the customer will be responsible for the damages. Items will not be repaired under warranty for water damage. Water damage voids the warranty.
Items that are in need of repair and their warranty period has expired are eligible for non-warranty repair. There will be a flat labor rate plus parts assessed to all non-warranty repairs. Customer will be responsible for an estimate fee shown below.
$35 — DW® Cameras
$49 — DW® PTZ Cameras
$59 — DW® DVR Recorders
$125 — Blackjack® Cube™
$185 — Blackjack® P-RACK™, E-RACK™
We do not pay freight to or from the customer for non-warranty repairs. If there is damage to the unit due to improper packing in returning the unit to us the customer will be responsible for the damages.
Defective Unit Replacements
If unit is deemed defective by our Technical Support Specialists within 90 days of purchase the unit can be replaced with an advance replacement. We will send advance replacement to customer before receiving unit if we have a purchase order from our customer (the distributor). Our distributor can choose to do an over-the-counter swap if they have the inventory on hand to do so. Return of the damaged unit has to be received by us within 15 days of the receipt of the new unit. If the distributor chooses to swap out a unit that was purchased outside of our 90 day return policy we will not issue credit on the defective unit but process the unit as a warranty or non-warranty repair. Once the unit is received we will issue credit to our distributor for the unit. We will pay for freight to the customer by way of ground shipping. If any other freight is requested it will be done at the customer’s expense. We do not issue credits for freight from the customer to us. If there is damage to the unit due to improper packing in returning the unit to us the customer will be responsible for the damages.
Return Packaging Requirements
Due to excessive damage, as result of improper packaging all Units scheduled credit for return must be shipped in the original box and packaging material the unit was originally received in. Failure to comply with these requirements will result in credit cancellation. We appreciate your cooperation. If you received your unit damaged, the freight company that delivered the unit must be contacted immediately and a claim must be placed with that company. For Technical Support or RMA, please call: 866.446.3595.