Product Warranty Terms

Pelco will repair or replace, without charge, any merchandise proved defective in material or workmanship with varying time durations depending on the individual product and type. Major products including cameras, enclosures, decoders, monitors, and mounts have a period of three (3) years after the date of shipment. There is a warranty period of one (1) year after the date of shipment for most accessories. Parts, refurbished products, and many Special Modification Request (SMR) products typically have a warranty period of ninety (90) days.

 

Exceptions to this Warranty:

There are no explicit warranties for software which is covered under support, patch, and software upgrade plan policies. And, there are exceptions for a few specific product lines. Please check with your distributor, system integrator, or Pelco representative for additional information.

 

Warranty Information:

Pelco will warrant all replacement parts and repairs for 90 days from the date of Pelco shipment.

All goods requiring warranty repair shall be sent freight prepaid to a Pelco designated location. Repairs made necessary by reason of misuse, alteration, normal wear, or accident are not covered under this warranty.

Pelco assumes no risk and shall be subject to no liability for damages or loss resulting from the specific use or application made of the Products. Pelco’s liability for any claim, whether based on breach of contract, negligence, infringement of any rights of any party or product liability, relating to the Products shall not exceed the price paid by the Dealer to Pelco for such Products.

In no event will Pelco be liable for any special, incidental, or consequential damages (including loss of use, loss of profit, and claims of third parties) however caused, whether by the negligence of Pelco or otherwise.

The above warranty provides the Dealer with specific legal rights. The Dealer may also have additional rights, which are subject to variation from state to state.

If a service is required, the Dealer must obtain a Return Merchandize number (RMA) by contacting Pelco at (800) 289-9100 or (559) 292-1981.

The following information must be provided:

  • Product model and serial number
  • Date of shipment, P.O. number, sales order number, or Pelco invoice number
  • Details of the defect or problem  
  • If there is a dispute regarding the warranty of a product that does not fall under the warranty conditions stated above, please include a written explanation with the product when returned.
  • Goods returned for repair should be clearly identified with the assigned RMA number and freight should be prepaid. Method of return shipment shall be the same or equal to the method by which the item was received by Pelco.

 

Extended Warranty:

Product warranty can be extended up to five (5) years total for cameras, mounts, accessories, and enclosures. Warranties can also be extended for VMS servers up to five (5) years if not already support by a standard five-year warranty. Extended warranties may be purchased by direct customers only and must be purchased within 60 days of product shipment. Some exclusions, such as non-paint special modification request (SMR) products, apply. 

 

 

Returns and Claims:

In the case of logistic, technical, or commercial claims, please contact Pelco at (800) 289-9100 or (559) 292-1981 All claims must be accompanied by the RMA number which must be clearly displayed on the outside of the box. Non-compliance to this policy will result in shipment returned to sender. 

Product must be returned within 30 days of RMA issuance properly packaged, including all components and peripherals, and the goods must be free of obvious damage due to rough and/or improper handling. Failure to comply can result in product returned to sender at customer’s expense or a restock fee may be applied. A credit will only be issued after the product is received and evaluated by Pelco.

Should a technical failure occur (Failed after Install or Dead on Arrival), Pelco will replace the product within 3 months of invoice at no charge, once Dead on Arrival or Failed After Install status is confirmed by a Pelco Authorized Service Center. The customer is responsible for inbound freight to Pelco in such instances. Pelco reserves the right to ship service/refurbished stock as replacements for defective material.

All merchandise returned outside of the technical failure policy will be processed as a repair only. Goods returned for repair should be clearly identified with the assigned RMA number and freight should be prepaid. The repaired product will be sent back to the customer with freight paid by Pelco.

 

 

Product Licensing:

All software licenses for VideoXpert, Digital Sentry, and Endura systems may be transferred to a new physical (or virtual "VM") system a maximum of one (1) time for the purpose of allowing a customer to replace aging or failing hardware. Any exception to this rule is at the sole discretion of Pelco Technical Support for the purpose of a catastrophic system failure only. Any abuse is strictly prohibited and may result in suspension of your account or support services.