This Return and Warranty Policy Statement applies to Vicon equipment purchased directly from Vicon UK. If you did not acquire the Vicon equipment directly, return the equipment to the place of purchase. As all statements herein are subject to change, please check our website for the latest policy. If you have questions about this policy, contact the appropriate customer service centre.
Returning Vicon products
Before you can return any product to Vicon, you must obtain a return material authorization (RMA). This applies to all product returns, including warranty repair/replacements, non-warranty repairs, advance replacements, and credit returns.
To obtain an RMA, contact the appropriate Vicon customer service centre for your product, and have the product and the following information ready:
- Original PO number
- Model number
- Serial number
Customer Service will provide you with an RMA number and an RMA acknowledgment form that confirms your request. Once you have the RMA, repackage the product appropriately and attach the RMA acknowledgement form on the outside of the package. Then send the product to the return location given by the customer service centre.
All products must be returned freight prepaid within 30 days of obtaining an RMA. We reserve the right to cancel the RMA after 30 days.
Vicon will not accept unauthorized returns or freight collection returns; we will return these to you at your expense. If a returned product contains parts that are no longer available or repairable, we will contact you to discuss resolution and return of the material.
Warranty returns and replacements
Subject to the terms of the limited warranty in effect at the time of purchase, Vicon will repair or replace a product that fails to meet the terms provided, within the product’s warranty period. The actual warranty period starts from either a) the date of shipment from Vicon’s facility (point of origin) or b) the manufacturer’s date code (if the shipment date is unknown). Warranty periods vary based on product
category and type of equipment.
For all warranty repairs, Vicon will cover parts and labour. We will return equipment via the same incoming ship method at no additional charge. If you request a different return ship method, we will charge for the full shipping cost. Data Recovery is not covered under this warranty and is not part of the
warranty returns process.
Non-warranty repairs are granted an extended warranty of 90 calendar days for all products.
For all non-warranty repairs, Vicon will provide you with a repair estimate that includes charges for parts, labour (in half-hour increments), and all shipping. Repair charges may be based on a flat rate or parts and labour, and will vary based on actual equipment and condition. You may pay for non-warranty repair charges by purchase order or credit card.
Advance replacement products are new or like-new refurbished products and carry a full original equipment warranty. Vicon may send advance replacement product to replace defective equipment that has failed upon initial install. We will ship advance replacements via ground the next business day. (In emergencies we may ship replacements by air.)
Our repair department will evaluate the returned product to determine whether it is a warranty or non-warranty replacement and charge you accordingly. We will invoice advance replacements at shipment and credit you upon receipt of the defective product. If we determine, however, that the returned product is in good working order or that performance issues were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit and you will remain responsible for paying the invoice.
Note: Advance replacement is not available for custom products.
Vicon will refund or credit new, standard production items that are unused and in the original unopened shipping cartons for a period of 30 days from the original date of shipment. All returned merchandise is subject to a 25% restocking fee. Products that have failed upon initial install within 90 days from the date of shipment (or date of manufacture if shipment date is unknown) may be returned for credit without a restocking fee. As with advance replacements, if we determine that the returned product is in good working order or that performance issues were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit and you will remain responsible for paying the invoice.
Note: “Special Order” means the order placed by the Purchaser for the Goods where the quotation or written acknowledgement of the Order from Vicon identifies the Order as a Special Order. Credit is not available for Special Order products.
Packaging your shipment
Protecting the value of returned products by packaging and shipping them correctly is your responsibility. Personal information from the product should be removed prior to its return. Vicon may not return the original hard drive(s); therefore, the consumer is responsible for moving data to another media before returning. We reserve the right to deny warranty coverage for any damage caused by failing to meet the following packaging requirements:
- All electronic components must be taped and/or contained in their original electrostatic protective packaging or an equivalent substitute.
- All parts must be packed securely inside the external shipping carton to prevent mechanical damage.
- External packaging must be sufficient to protect the contents from the usual hazards of shipping.
Product warranty periods (for products Sold after 1st January 2013)
Vicon warrants its equipment to be free from defects in material and workmanship under normal use from the date of invoice for a period of three years with the following exceptions:
- Pan-tilt-zoom camera: Prolonged use of lens and pan-and-tilt motors, gear heads, and gears due to continuous use of “autopan” or “tour” modes of operation is outside the scope of this warranty.
- VDR: One year
- Monitors: One year