Products manufactured by Rugged CCTV are backed by a One, Two or Three Year limited warranty. Units not covered under warranty are repaired and invoiced for labor, parts and freight charges. Merchandise is not accepted for credit or repair without a Return Authorization Number. Only those companies originally invoiced by Rugged CCTV may apply for equipment credit (no restrictions apply to repair requests if paying by credit card or secured check). All equipment shortages or damage must be reported within seven days of receipt of shipment. Equipment not manufactured by Rugged CCTV is covered under the warranty specified by the respective manufacturer.
WARRANTY TERMS:
Your Rugged CCTV Digital Video Server/Recorder has a Two Year Limited Warranty that covers parts & labor for all covered repairs, but if the case is opened, or modifications are made to the system, or unauthorized software is loaded onto the system, the warranty is voided.
Certain items are not eligible for return for any reason. They are considered special build items. They include all PTZ cameras, all wireless components, and multi cam setups. They still have their full repair period covered under warranty.
We require that you keep the box and closed cell styrofoam that the server comes in. This way if you ever need to ship it back to us for any reason you'll already have the needed shipping material. If system is not shipped in original boxing the system will no longer be covered under warranty. If the unit is damaged in transit and it was not packed in the original packaging, you are responsible. If you ship any equipment back for any reason fully insure it. Freight companies rarely accept damage claims when the product was not packed correctly. We are not responsible for damage occurring during shipping.
If sending something back for credit, exchange or repair, you’ll just need to repack it in the original packaging, and then call to get an RMA (Return Merchandise Authorization) number. Print this number clearly on the outside box and ship it back to us. If no RMA number is found on the box at delivery it will be refused and returned to you at your cost.
We require that all Rugged CCTV Digital Server/Recorders be plugged into a UPS (Uninterruptible Power Supply) with surge protection, due to lightening strikes and power outages. A 900VA to 1200VA Unit is recommended. To ensure that your warranty is valid you must use a UPS. Damage caused by lightening strikes, power surges and acts of GOD are not covered under warranty.
If you are sending cameras back to exchange them for a different lens, or a different camera you must have all the original packaging and items included with the camera (including but not limited to packaging, paperwork, screws, tools, leads, etc). Partial returns for exchange will be charged a 20-25% restocking fee. If a product is replaced during the warranty period the warranty is valid from the date of original purchase.
SERVICE WORK FOR NON-WARRANTY:
There is a minimum charge of $75 for repairs made to units not covered under warranty. Merchandise is not accepted for credit or repair without a Return Authorization Number issued by Rugged CCTV. When completing the Return Authorization Form, please describe the malfunction in the "Reason For Return" section.
RETURNS FOR CREDIT:
All returned products must have a Return Authorization Number. Rugged CCTV does not accept returns after 15 days of shipping date – FOR ANY REASON. New equipment returned in original packaging & with all original documentation will be credited (minus the standard 20% Restocking Fee) if received within this 15-day period (except for freight). Returns out of packaging will not be accepted and will be returned. Special Sale Packages will incur a 25% Restocking Fee. All returned items are subject to inspection and approval by the technical staff. Any items returned for credit or exchange may be subject to a 20-25% restocking fee.
Helpful Reminders:
1) All servers come with the user name and password pre-set (your manual that comes with your unit will specify - or just call us). The system administrator can then go in and change it at their convenience. If you do want to change the password it needs to be changed before you start entering additional users. Always make the password atleast 5 characters.
2) The manual is included with each Rugged CCTV DVR. If you did not receive a Manual, please let us know as soon as possible and we will send a replacement right away.
3) If you have a problem with something please don't hesitate to call and ask for help. That's what we're here for. We'll get you to the right software or hardware tech depending on your need.
Thank you so much for your business,
The Rugged CCTV Engineering Staff
