Warranty, Return & Refund Policy
Thank you for your purchase at ieGeek. We sincerely hope that you are satisfied with your product(s); however, if for any reason you are not completely happy or require assistance with repairs, please do not hesitate to contact us. Our team is always available to support you.
Warranty Policy
1. Warranty Period
ieGeek offers warranty service and official customer support, which are applicable only to new products purchased from the ieGeek official website, as well as official stores on Amazon and other authorized channels. For products purchased through ieGeek's authorized resellers or distributors, please contact them directly for after-sales service.
For new products (IP cameras/accessories) purchased from ieGeek, we offer a limited two-year warranty.
Replacement Unit: The warranty for ieGeek products is effective from the original date of purchase, and will be extended by the number of whole days that the product is being repaired under warranty.
For new products, customers can register their purchases within two year of the purchase date, and in doing so, they will receive an additional one-year extended warranty on top of the standard two-year warranty. The warranty period begins on the date of the original purchase invoice.
2. Warranty Forfeiture
The warranty provided by ieGeek is void in the following situations:
(a) Products marked as “sample” or “Not for Sale”, sold “AS IS”, or sent to the buyer as “prototype”
(b) Products that are purchased from unauthorized distributors or resellers
(c) Trade-marks, serial tags, and product stickers that have been removed, altered, or tampered with
(d) Products that have been dismantled, mishandled, improperly used, or defaced
(e) Abuse of firmware upgrade without guidance from authorized technicians
(f) Damage that has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or if the spare part is over the period of warranty.
(g) Products that are damaged due to improper working environment or operation, including but not limited to improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, or using the wrong power adapter.
(h) Products that are damaged due to the violation of directions on safe battery handling and usage.
(i) Products that are damaged due to force majeure, natural disasters, or any other causes beyond the control of ieGeek.
(j) Warranty, refund, or replacement options are not available for products that are received or will be received in the feedback program.
(k) The warranty is only for the original purchaser and is not transferable to any other party.
3. Limitation of Damages
ieGeek is not responsible for any additional warranty or commitment promised by authorized resellers, agents, distributors, or any other third parties. If such parties have provided any additional commitment or warranty, we recommend requesting written documentation to safeguard your rights and interests.
Apart from the scenarios where warranty is forfeited as mentioned above, ieGeek will not be liable for any consequential, incidental, exemplary, or special damages arising from or related to this limited warranty or the product, including but not limited to damages for lost data or profiles. And the total liability of ieGeek in relation to this limited warranty or the product will not exceed the amount paid by you for the product.
Return & Refund Policy
Product: At ieGeek, we are dedicated to ensuring our customers' satisfaction. If for any reason the product did not meet your expectations or was found to be defective, we offer the following policies for you to request a refund, exchange, or repair, depending on your specific situation.
Accessories: If you are not satisfied with any of the accessories, you can request a replacement or a full refund at any time. Our return and refund policy for accessories is consistent with that of the camera. We will cover the shipping costs for any new replacements that we send to you.
Important Note: Typically, orders that are being processed, on hold, or have already been shipped out (with a received tracking number or a completed order status) cannot be cancelled. In the event that you refuse delivery due to force majeure after the package has been dispatched from ieGeek, you will be subject to the following return and refund policies and will be responsible for the original shipping charges, which will be deducted from your refund.
1. Policy for Returns of Products Bought from ieGeek
a) For Unwanted Products
If the ieGeek product you purchased directly from ieGeek does not meet your satisfaction or is not suitable for your installation application, but has not been confirmed defective by certified ieGeek technicians, we refer to such a product as an "unwanted product".
You have the option to return the unwanted product (Product for Refund) to ieGeek for a full refund or replacement within 30 days from the delivery date, unless otherwise indicated on the product listing on our website, receipt, or packing slip. Please note that you are responsible for the shipping fees. Refunds and exchanges for unwanted products are not available beyond the 30-day time frame.
In order to prevent any delay or rejection of your refund request, please ensure that your Product for Refund meets all of our Inspection Criteria as outlined below.
The Product for Refund must meet the following requirements:
1. The product must be shipped securely in its original manufacturer's packaging;
2. The product must include all accessories, documentation, and standard certification labels originally provided, such as UL listing, capacity, brand name, UPC code, and any other relevant materials;
3. It must not have any permanent alterations, such as paint, altered connection inputs, severed wires or cables, or signs of removed screws/fasteners or seals;
4. It must be free from any damages, including dents, scratches, cracks, abuse, defacement, or damages resulting from power surges;
5. It must be labeled with a security seal that is intact and has not been tampered with.
To ensure your own protection, we highly recommend that you use a carrier with traceable shipping capabilities that can provide delivery confirmation when returning your Product for Refund to the specified location in the authorization. Please note that ieGeek is not liable for any loss or damage incurred to the Product for Refund during transit.
Upon receipt of the Product for Refund, ieGeek will conduct a thorough inspection to determine if it meets the Inspection Criteria. In the event that the Product for Refund does not comply with the Inspection Criteria (referred to as the "Non-conforming Product for Refund"), ieGeek reserves the right to reject the Non-conforming Product for Refund or impose a restocking fee of up to 20%, at its sole discretion. It is important to note that the inspection process may take up to 5 business days from the time your Product for Refund is received.
In the event that ieGeek rejects the Non-conforming Product for Refund, you will be responsible for all costs and fees associated with shipping the Nonconforming Product for Refund back to you.
b) For Defective Products (Not Artificially Damaged)
If you receive a defective product (not damaged by misuse) and notify us within 30 days of delivery, you may return it to ieGeek for a full refund or replacement. ieGeek will cover all shipping fees associated with the return.
If your item becomes defective after the initial 30-day period but is still within our 1-year warranty, a full refund will not be available. However, we do offer replacement or repair services. ieGeek will cover all shipping fees associated with the return.
If your product becomes defective after the initial 1-year warranty period but is still within our 2-year warranty, you will be responsible for all shipping fees for returns and replacements. The cost of shipping new replacements or repaired units will be calculated based on the actual package weight and size.
c) For Artificially Damaged Products
If the product has been damaged due to artificial causes, you will not be eligible for a refund. If the product becomes defective within the first 30 days, you may be eligible for a replacement or repair service. However, you will be responsible for any service charges, shipping costs, and other fees associated with the replacement or repair. If the product becomes defective after the initial 30-day period, replacement or repair services will no longer be available.
d) How to Return
Start the request by filling out the warranty form with all the necessary details
e) Shipping in Return Process
To safeguard your interests, we highly recommend that you choose a traceable carrier capable of providing delivery confirmation when returning the product to the location specified in the authorization. Please note that ieGeek will not be held liable for any loss or damage incurred during transit of the returned product.
International customers may be required to pay duties, taxes, and brokerage fees when returning a product. These fees are the responsibility of the customer.
If a returned product is deemed by certified ieGeek technicians to be nondefective or not covered under the ieGeek limited warranty, you will be responsible for arranging the shipment of the product back to your location from ieGeek.
If, after testing, the returned product is found to be not covered by the ieGeek limited warranty, you will be responsible for arranging shipment of the product back to your location from ieGeek. The certified ieGeek technicians will determine whether the product is covered by the warranty or not.
2. Return Policy for Products Purchased from a Third-Party
If you have purchased an ieGeek product from a third-party store or vendor and it does not meet your expectations or is not suitable for your installation, please contact the store or vendor from which you originally purchased the product for their return and refund policy. Any return or refund processes related to ieGeek products purchased from third-party stores or vendors are subject to the specific policies of those stores or vendors. Please refer to the return and refund policy of the original store or vendor where you purchased your ieGeek product for more detailed information. It is important to note that ieGeek is not responsible for any refunds or returns related to products purchased from third-party stores or vendors.
Upgrade or Exchange Policy
Unless all of the following requirements are met, ieGeek will not be able to exchange any returned product with a different type:
1. The returned product was returned to ieGeek for repair or replacement under their limited warranty and is within the 1-year warranty period;
2. The certified ieGeek technicians have determined that the returned product is defective and cannot be repaired;
3. Products of the same model as the returned product are currently out of stock or will not be available in the near future because production has already ceased.
If the returned product meets the necessary requirements, ieGeek may, at its sole discretion, offer various options for substitution or upgrading the product. However, if you desire a product beyond the free substitution, additional fees may apply.
It's important to note that for any new exchange products, you cannot request a further substitution unless they are confirmed to be defective or nonrepairable by certified ieGeek technicians.
Missing Parts Policy
The policies regarding missing parts for your ordered product may vary depending on where your products have been shipped from.
a). For Orders Shipped Directly from ieGeek’s Warehouse
If customers receive products from ieGeek's warehouse that are missing parts or if they have received the wrong product, we require that you notify us within 15 days of the delivery date. We may request image confirmations before proceeding with an exchange for a complete product. This verification process helps to prevent fraudulent claims and ensures that we promptly provide our customers with a satisfactory solution to any issues they may encounter with their orders.
If you did not receive your order or if the product you received was damaged, we urge you to contact ieGeek's customer support as soon as possible. In the event that the ordered product arrives damaged or incomplete due to external factors, we request that customers keep all interior and exterior packaging materials. This information is necessary when we file the shipping claim with the carrier service responsible for delivering your order. Our goal is to ensure that our customers receive their orders in full and in a timely manner, and we appreciate your cooperation in helping us to identify and resolve any issues that may arise during the shipping process.
b). For Orders Shipped from Third-Party Stores or Vendors
If your order arrives incomplete, is not delivered, or the product you ordered is damaged, please contact the third-party store or vendor from which you placed and shipped the order through their detailed policy or information. The store or vendor should have a specific solution for these issues. If they are unable to provide a satisfactory solution, you can also contact ieGeek customer support for further assistance. We are committed to providing the necessary support to our customers and ensuring a positive resolution to any problem you encounter.
We apologize to hear that you are not completely satisfied with your purchase. Please note that we are available 24/7 to answer any questions you have about our products or services. To contact us, simply submit a request and we will respond to you as soon as possible.