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Manufacturer Warranties & DOA Information
Online RMA Request Form
Customer Service Department Survey
We look forward to receiving your feedback. To let us know how we can improve the level of support we offer, please complete the survey by clicking the link above.
| RMA POLICY |
- A Return Materials Authorization (RMA) number is required for all returns.
- An RMA number is valid for 30 days.
- The RMA number must be visible on all returns.
- ScanSource Security Distribution does not accept returns of Print heads, Bar Code Media, Software or Symbol Service Contracts.
- Misships must be claimed within 15 days of ScanSource Security Distribution invoice date.
- Product must be returned to the customer under the following circumstances:
- If a product is returned missing any components sent with the original order.
- If the condition of the returned product is in any way misrepresented.
- If the received product is damaged in any way.
- If there is not a valid and visible RMA number.
- If a product returned on a DOA is tested as full functioning product.
- If product is received over 30 days after the date the RMA number is issued.
- If a product is not returned in the original packaging and/or box.
- If a product is returned missing any components sent with the original order.
- Solution Provider is ultimately responsible for the condition of the returned items. These policies should be communicated to their end-user customers.
- The Solution Provider is responsible for cost incurred by ScanSource Security Distribution due to misrepresentation of the condition of product.
- The Solution Provider is responsible for freight when returning products.
| NON-DOA RETURNS POLICY - All products |
- NO open box returns for non-DOA products. Product box must be clean and undamaged, with no marks of any kind. This includes writing, stamps, or shipping labels. ie. Written RMA numbers. All products must be double boxed.
- Original manufacturer's packaging, both inside and outside must be used. Returns must be complete with all manuals, cables, warranty cards, static bags, etc. just as the Customer received them.
- Customers have 30 days from date of invoice to request a non-DOA return. The RMA # issued is valid for 30 days from issue date.
- There will be a restocking fee on returns resulting from customer error.
- Non-DOA configured product may not be returned.
- For customers on credit terms, credit will be applied to your account when the product is received by ScanSource Security Distribution.
- For customers on C.O.D. or Credit Card status, replacement product will be sent upon receipt of product by ScanSource Security Distribution. If desired, we will send replacement product at your normal C.O.D./Credit Card status and you can request from the credit department a refund/credit to your card when the returned product is received by ScanSource Security Distribution.
- Customer is responsible for freight costs when returning product.
| DOA RETURNS POLICY |
- Refer to Manufacturer's Warranties and Returns Policies, available on the ScanSource Security Distribution web site under our Product Info & Promotions section.
- If the product is tested and the problem is not duplicated, there may be a no problem found fee charged to the Solution Provider.
- Products that show signs of use are not returnable to ScanSource Security Distribution as DOA.
- For customers on credit terms, credit will be applied to your account when the product is received by ScanSource Security Distribution. Replacement product will be sent in advance, freight free via UPS Ground.
- For customers on C.O.D. or Credit Card status, replacement product will be sent upon reciept of product by ScanSource Security Distribution. If desired, we will send replacement product at your normal C.O.D./Credit Card status and you can request from the credit department a refund/credit to your card when ScanSource Security Distribution receives the returned product.
| Manufacturer | DOA Period* | Manufacturer's Warranty Terms | Warranty Service |
| Aiphone | 30 days: Contact SS Security Tech Support @ 800-944-2439 ext. 4129 | 1 year 2 year if installed with Aiphone Wire |
www.aiphone.com 800-692-0200 |
| Altronix | Within 45 days of delivery to the end user | Limited lifetime warranty (excludes batteries, transformers, and enclosures). | Altronix Customer Service at 718.567.8181 |
| American Power Conversion (APC) | 30 days direct to American Power Conversion (APC) | 2 year warranty Customer calls APC to receive RMA. |
www.apcc.com (800) 890-4272 |
| AWID | 30 days | Limited lifetime warranty | www.awid.com or call 800-369-5533 |
| Bogen | 30 days from ScanSource Security Invoice Date | 3 year warranty; 1 year on APS wireless | 800-999-2809, Option 2 |
| Bosch | Within 90 days from the ScanSource Security invoice date | CCTV Warranty Includes all Standard Products: 3 years. (Exceptions: Monitors, CRTs, NetCom hard drives, TC model Pan/Tilts, and VCR heads are warrantied for 1 year) Passive Infrared (PIRs) & PIR/Microwave Detectors Manufactured After 1/1/2000 for 5 years. (Anything produced before 1/1/2000 is subject to a 3 year warranty) 2000 Series Controls: 5 years. Easikey & Readykey Series Access Control Products: 5 years. Access Control Credentials (Readykey & KeyPAC line of cards and tokens): Limited Lifetime Warranty. All other products including Accessories, Control Panels, Wireless Products, Smoke Detectors and Fire related products, etc.: 3 years. |
www.boschsecurity.us/ Bosch Customer Service @ 1-800-289-0096 |
| CIPI | 30 days | 1 year | (781) 993-3224 |
| ComCam | 30 days | NA | NA |
| Datacard Group | 30 Days / Contact Datacard to obtain a service request number. Once the service request number has been received, contact ScanSource Security Tech Support. | 1 year warranty. | (800) 328-8623 |
| Digi | 30 days | 5 year warranty on hardware | http://support.digi.com (877) 912-3444 |
| Ditek | Within 30 days of delivery to the end user | Limited lifetime warranty | Ditek Customer Service @ 1-800-753-2345 |
| Electronic Technical Services, Inc. | 30 days | 1 year warranty on all products | www.etsmn.com or 866-700-3923 |
| Electronics Line, USA | 30 days from end user delivery | Alarm Sensors: 5 years Alarm Control Panels: 2 years CCTV Speed Dome Cameras: 2 years (6 months on all continuous motion applications) CCTV Video Processors (Multiplexer, etc.): 2 years CCTV VCR: 1 year, except video heads which are covered for 6 months CCTV Monitor: 2 years, except image burn-in which is not covered Access Control Panel: 2 years Access Control Readers and Cards: Lifetime |
(303) 938-1133 |
| ELMO | 60 days; Contact SS Security Tech Support @ 800-944-2439 ext. 4129 | Surveillance Cameras, Multiplexer & Quads: 5 years DVR and CCTV Lenses: 3 years All monitors: 90 days CRT: 1 year Dome Cameras: 2 years All other parts and labor as well as PTC Series, SN2230 IP, TND4114 IP: 1 year |
www.elmousa.com or call 516-501-1400 |
| EverFocus Electronics | 30 days from end user delivery |
Video Camera: EB, EM, ED, EQ, EHD, EI 3 years, |
(626) 303-1290 |
| Fargo Electronics | 30 days | 1 year warranty | www.fargo.com (800) 459-5636 |
| Gentex | 30 days | 36 Months AVS Series GB Series GC Series GE Series GE3 Series GX91/93 Series GXS120177 Series SSPK Series SSPKC Series ST/HS Series WGE Series 24 Months 8000 Series SPKE Series 12 Months 7000 Series 7003 Series 9000 Series 9003 Series 710CS/710LS Series 7109CS/7109LS Series 713CS/713LS Series 7139CS/7139LS Series GN-200 Series GN-300 Series HD 135 |
www.gentex.com 800-436-8391 |
| HID | None | 1 year on HID Readers | www.hidcorp.com 800-237-7769 |
| IFS (International Fiber Systems) | None. Contact IFS for repair or replacement | Lifetime warranty | www.ifs.com (203) 426-1180 |
| Image Vault | 45 days | 3 year limited warranty | 1-888-462-4382 |
| Insite Video Systems | 30 days from end user delivery | 1 year | (516) 250-6171 |
| ipConfigure | None; contact manufacturer | 1 year from date of purchase | ipsupport@ipconfigure.com or call 800-207-1112 |
| ITWLinx | 30 days from invoice date | Five year warranty | 708-667-3444 |
| JVC | 30 days from date of invoice | Contact ScanSource Security Sales Representative | pro.jvc.com/prof/main.jsp or call 800-537-5722 |
| Keyscan | Within 45 days of delivery to the end user | Two year limited warranty | 905-420-7522 |
| The Logica Group | 30 days from delivery to end-user | Intercom products 3 years All other products 1 year |
www.logica-group.com 866-894-9993 |
| Nitek | 30 days from end user delivery | Vlink and Datalink products - 1 year Twisted sender products - 2 years Video transceiver products - determined upon inspection of product. |
(800) 528-4343 |
| Number Five (Card Five) | NONE / Manufacturer's warranty takes effect at time of purchase | Full warranty for 24 months from date of purchase. Defective parts sent back to Number Five and replacment parts will be sent immediately upon request to the suppliers or end user with the understanding that Number Five must receive the defective parts within five business days. | 1-888-935-1555 www.support.us@nfive.com |
| Orion | 30 days from end user delivery | 1 year | (714) 899-9803 |
| Panasonic Broadcast & Television Systems Company | None; warranty repair service only | 1 year parts and labor | 1-800-528-6747 (option 2) or www.panasonic.com/business/security/support.asp |
| Panasonic | None; warranty repair service | One to three years, depending on product. Please confirm with your sales rep. | 1-800-528-6747 |
| PowerDsine | 45 days | 1 year - parts and labor | (621) 756-4680 www.powerdsine.com |
| Rainbow CCTV | 30 days | CCTV Lenses 4 Years Standard CCD Cameras 3 Years Bullet, Board, Vari-Cube, Mini Dome Cameras 1 Year High Impact Dome Cameras 2 Years Video Monitors 1 Year Infrared Illuminators 2 Years Power Supplies 1 Year |
1-800-654-5367 |
| Rutherford Controls | 30 days after delivery to the end user | Accessories: 2 years Electric strikes: 3 years Electromagnetic locks: 10 years | 800-899-5625 |
| Samsung-GVI | 30 days: Contact SS Security Tech Support @ 800-944-2439 ext. 4129 | 1yr DVR and VCR 2yr everything else |
www.gviss.com 888-595-2288 |
| SDC | 30 days from end user delivery | Electromagnetic locks: Lifetime All other products are warrantied for a period of twelve (12) months after the product is put into use, or not more than fourteen (14) months after date of first shipment, whichever shall expire first. |
(800) 413-8783 |
| Securitron Magnalock | NONE / Manufacturer's warranty takes effect at time of purchase | Lifetime warranty | 1-800-MAGLOCK (1-800-624-5625) |
| Security Inc, LLC | 30 days | Clarity software - 2 years Insignia - 2 years |
www.securityinc.com (800) 356-2671 |
| SmartVue | 30 days: Contact SS Security Tech Support @ 800-944-2439 ext. 4129 | 1 year | www.smartvue.com 615-345-0307 |
| Sony Electronics | 30 days from ScanSource Security invoice date | Video Camera - 3 years except lens and housing for only 1 year - parts & labor UniDome Motorized Video Camera Systems and Accessories- Parts & Labor- 3 years Network Cameras- parts-(1) Year, Labor (90) Days Video Camera- Lenses(1) year, all other parts (3) years. Labor (3) Years Color/Monitor- CRT: (2)Years, all other parts and labor (3) years B/W Monitor- Parts (1) year, Labor (1) Year Time Lapse VCR Recorder- RotaryUpper Drum assembly: (90) days,all other parts (1) year, Labor (90) days. Digital Video Recorder- Parts and Labor (2) Years VHS/S-VHS Recorder/Player, Hi 8mm Recorder/Player- Rotary UpperDrum Assembly (90) days, other parts (1) year, labor-(90) days Video Printer-thermal head(90) days, other parts (1) year, labor-(90) days Digital Video Printer- thermal head one(1) year or 100,000 passes, provided Sony approved premium media are utilized. All other parts and labor (1) year Accessories- Parts and Labor (1) year Transmitter- Parts and Labor (1) Year |
1-800-472-7669 |
| Tamron | 30 days | 2 year warranty for parts and labor | www.tamron.com or 631-858-8437 |
| Tatung | 30 days. Must contact ScanSource Security Tech Support | 1 year on Monitors and LCD's 1 year on site service for Plasma Displays | www.tatungusa.com or (310) 637-2105, ext. 242 |
| Tempest | 30 days: Contact SS Security Tech Support @ 800-944-2439 ext. 4129 | 1 year | www.tempestinc.com 858-456-3800 |
| Tropos Networks | 30 Days - Must have ScanSource Security Technical Support contact Tropos Networks Technical Support (1-877-9TROPOS, #2) to troubleshoot and obtain an RMA # from Tropos Networks | Software - 90 days Hardware - 1 year |
www.tropos.com or 877-9TROPOS |
| Videolarm | 30 days after end-user delivery | Camera Housings: 5 years | 800-554-1124 |
| Videotec | 90 days from initial delivery date to the SS Security customer or 15 months from the delivery of products to SS Security. | 1 year for parts and labor | www.videotec.com or 973-595-0788 |
| Wheelock | 30 days from ScanSource Security Invoice Date | 3 years from date of manufacturing | 1-877-295-0099 Avaya Logo'd 1-800-631-2148 opt 3 for Wheelock Logo'd |
| Zebra Card Printers (formerly Eltron) | 30 Days / Contact Zebra to obtain a case number. Once case number has been received, contact ScanSource Security Tech Support. | Printer: 1 year warranty Printhead: 1 year or 100,000 impressions whichever comes first |
(800) 344-4003 |
| * DOA Period is from ScanSource Security Invoice Date unless otherwise specified. | |||
