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Requesting an RMA

RMA Return Policy

1. PTZPros.com offers a 100% money back guarantee (minus applicable shipping and handling fees) for any reason within 14 days from the day your product(s) are received.
A. To qualify for a refund:
  • All products must be in brand new condition.
  • All product boxes must be in new condition with all packing materials.
  • All product accessories must be included and in new condition to be eligible for return.
  • Return packages should be shipped using a trackable shipping method with insurance coverage for the value of the returned merchandise. 
B. Disqualifying refund factors:
  • Opened cables are not returnable.
  • Cameras that have been mounted are not returnable.
  • Writing on or damaging the product boxes. Only the shipping box should be labeled.
  • Using the product boxes as shipping boxes (CCTV Camera Pros always ships products inside of shipping boxes and not the product boxes themselves). 
2. After fourteen (14) days of receipt, PTZPros.com does not offer refunds. All products will be warranted for a period of one (1) year unless otherwise noted above and will be replaced or repaired if found to have any defects.
3. Any returned products (including the product boxes) must be in like new condition to warrant any money back guarantee.
4. Returned merchandise will NOT be accepted without a prior approval by PTZPros.com and the issuance of an RMA (Return Merchandise Authorization) number.
Packages arriving will be refused unless an RMA number has been issued and is shown on the outside of each shipping package.
Customers should write the RMA # on the shipping label of all return boxes.
5. Once received, PTZPros.com will inspect any returned products in order to validate whether a product is eligible for a store credit or replacement. A decision will be made within 3 business days of our shipping department receiving any returned product. In cases where a product has been returned and has missing or damaged parts (for example: missing product manuals, cut wires) the RMA will be declined, and returned to the customer.
6. Refunds will be issued back to the same credit card or PayPal account that was used to make the original purchase within 3 business days after a decision has been made to validate an eligible refund, minus original shipping costs. Credits will be processed within 3 business days after a decision has been made to validate an eligible credit amount,  minus original shipping costs. Credits can be provided as a store coupon or balance in your account.
7. RMA#s are valid for 10 business days after they are issued by CCTV Camera Pros. Products must be received at our warehouse within 10 business days.

If you have additional questions about the above policy please email our returns department at rma@ptzpros.com