**Due to Fraudulent Customers we will no longer be able to advance replace ANY RMA equipment.

Warranty
All of our products carry at least a 90 day full warranty. However, most of our products are 1 to 2 years and some even longer. Please review the products to see what warranties are included. The warranties do not include shipping damage, user misuse or abuse, user modified items or acts of God. Be sure to check shipping containers for possible damage upon receiving, just in case a UPS claim needs to be submitted.

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.

click here to download "Duration of Warranty for our Products"

WARRANY 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.

Limitation of Liability
Rugged CCTV does not represent that the products and services it sells may not be compromised or circumvented; that the product will prevent any personal injury or property loss by burglary, robbery, fire or otherwise; or that the products or services will in all cases provide adequate warning or protection. Customer understands that a properly installed and maintained video monitoring system may only reduce the risk of burglary or robbery, but it is not insurance or a guaranty that such will not occur or that there will be no personal injury or property loss as a result. Consequently, Rugged CCTV shall have no liability for any personal injury, property damage or other loss based on a claim that the products or services failed to operate or give warning.

Neither Rugged CCTV nor Rugged CCTV’s affiliates, employees, or agents will be liable to customer or to any third party for any direct, indirect, incidental, special, punitive, consequential or other damages, losses, allegations, claims, suits or other proceedings, expenses, liabilities or costs (including legal fees) including loss of profits, earnings, business opportunities or data, costs of procurement of substitute goods or services or personal injury (including death) resulting from, arising out of or in connection with, directly or indirectly, customer's use of Rugged CCTV’s equipment, services, or installation activities or customer reliance on any other use of the equipment or services.

Installation of video surveillance equipment is performed by third party independent contractors. Rugged CCTV may assist the customer in finding local installers and help coordinate installation activities. However, under no circumstances shall Rugged CCTV be held liable for damages to customer’s property, building, and personal injury, loss of profits, earnings and cost of procurement of substitute goods arising out of or in conjunction with installation activities. Any and all customer’s claims arising out of or in conjunction with installation activities shall be directed to the third party installer. It is the responsibility of the customer to ensure that the installer has proper liability/insurance coverage and/or properly licensed.

In no event shall Rugged CCTV’s total liability for any or all breaches of warranty exceed the actual amount of hardware purchased by the customer from Rugged CCTV.

Rugged CCTV will not be responsible for the loss of any information/video/data/archives. In the event of any loss in connection with Rugged CCTV’s equipment failing, Rugged CCTV’s sole remedy shall be the replacement of failed equipment.

Consent to Jurisdiction:
The customer agrees that all actions or proceedings arising in connection with this Policy shall be tried and litigated exclusively in the State and Federal courts located in the County of Kaufman, State of Texas. The aforementioned choice of venue is intended by the parties to be mandatory and not permissive in nature, thereby precluding the possibility of litigation between the parties with respect to or arising out of this Policy in any jurisdiction other than that specified above.

Replacements
Units not covered under warranty are repaired and invoiced for labor, parts and freight charges.
Rugged CCTV advance replaces most small pieces of equipment. We will pay shipping from our location for the new equipment within the warranty period. A RETURN AUTHORIZATION (RMA) must be obtained from our Customer Service Department prior to returning a product to us. We ask that the customer pays for the shipping to return the defective product.

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.

Returns
All returned products must have a Return Authorization Number. New equipment returned within the 15 day return period (from shipping date), and are in the original packaging, with all original documentation, will be credited (minus the standard 20-25% Restocking Fee & Freight). Special Sale Packages will incur a 25% Restocking Fee. Special build items not eligible for return. All returned items are subject to inspection and approval by the technical staff. Rugged CCTV shall NOT be liable for any loss of data, or property loss and/or damages due to malfunction or failure of the equipment. See the full Return & Liability Policies at:  http://www.rugged-cctv.com/contact.shtml

Return Policy:Any new product may be returned within 30 days of the delivery date so long as the equipment and packaging are in “as new” condition.

• “As new” means that all returns inside the 30 day period should be undamaged and in their original packaging with all accessories and documentation included.
• To qualify for an RMA during the 30 day period products must NOT be installed, mounted, or configured.
• When shipping us a return, the original packaging must be unmarked. No postmarks or labels may be on the original product box(es).
• There are no returns on clearance or special order items.
• Shipping costs are non-refundable.
• Return shipments must be properly packaged in a shipping carton, insured, and shipped by a method that offers delivery verification.
• No refunds, exchanges, or store credits will be issued after the 30 day period.
• After the 30 day period products may be returned for warranty repair/replacement only.

A Return Merchandise Authorization (RMA) number must be obtained by calling 1-866-301-2288 prior to the return of any merchandise. Any Products returned to us without an RMA will be rejected and/or sent back to you at your cost and expense. An RMA number is only valid for 14 days. Rugged CCTV does not pay the return shipping cost for defective merchandise. However, Rugged CCTV will split the shipping costs with you. If you pay to send the item back to Rugged CCTV, we will replace the item and ship the item to you at no charge. Rugged CCTV will employ every resource it has to ensure that your item is replaced promptly, without hassle. We do not provide advanced replacements (also known as cross-shipments) for any product.

In the event the original equipment is discontinued or cannot be obtained in a timely manner for repair/replacement, Rugged CCTV reserves the right to substitute the equipment with alternative equipment.

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.