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. The warranty period starts 90 days after shipment from Pelco.
Three years (36 months) warranty term for:
- Optera® Panoramic Cameras
- Evolution 360° Panoramic Fisheye Cameras
- Sarix Professional Cameras
- Sarix Enhanced Cameras
- Sarix IBD High Security Corner Mount Cameras
- GFC Professional 4K Cameras
- Spectra® Pan/Tilt/Zoom (PTZ) Cameras
- Esprit® Enhanced PTZ Cameras
- ExSite® Enhanced Cameras
- GFC Professional Multi Cameras
- Video Management Systems:
- VideoXpert Enterprise Servers
- VideoXpert Professional (Pro) Servers and Storage
- Endura Servers and Storage
- Digital Sentry Servers, Storage, and Encoders
- Encoders, Housings/Enclosures, Monitors, Mounts, and Transmission products
- Special Modification Request (SMR) products.
Five years (60 months) warranty term for:
- VideoXpert Enterprise Storage
One-year (12 month) warranty term for:
- Power Supplies
- Lower domes
- Back boxes
3-month warranty for:
- Parts sold separately
- Factory Refurbished products
These are the current Pelco Warranty terms for new product sales and do not affect the warranty duration for products previously sold. To view or confirm specific product warranties, please visit the Pelco Warranty Status and View Repair History site.
To ensure the best experience when using Pelco products, please protect your system. It is highly recommended that users install compatible safety devices such as an uninterruptible power supply (UPS) or electrical surge protection device to protect against potential power surges.
Exceptions to this Warranty:
Lower domes and back boxes included with cameras, come with the camera’s three-year warranty.
Products produced under Special Modification Request (SMR) carries the warranty of the standard product upon which the SMR product is based with the following exceptions: SMR dark paint colors on outdoor or Custom Match products have a 3-month warranty. Other SMR exemptions would be modifications that includes any electronics or change to the thermal performance of the item have a 3-month warrantly.
Product damages which occur during transportation or due to storage are excluded from this warranty. Product storage and non-operating guidance is published in SpecSheets (specification sheets).
Product damages due to exposure to fire, water, snow, moisture, or liquid ingress or sand (except for any such exposure to environmental conditions that the product was specifically designed to withstand as indicated in the applicable specifications for the product) are excluded from this warranty.
Product damages due to installation in a corrosive environment including, for example, an environment in which the product is exposed to acid rain, hydrogen sulfide or excessive salt in the air (except for any such exposure to environmental conditions that the product was specifically designed to withstand as indicated in the applicable specifications for the product) are excluded from the warranty.
There are no explicit warranties for software including video management system (VMS), integrations, analytics, and camera firmware software which are covered under support, patch, and software upgrade plan policies.
Warranty for professional service work is stated in individual signed agreements and is limited to the terms and duration of the specific agreement.
Pelco will warrant all replacement parts and repairs starting 90 days from the date of Pelco shipment for the terms listed above.
All goods requiring warranty repair shall be sent freight/duty/tax/tariffs prepaid to a Pelco designated location. Repairs made necessary by reason of misuse, alteration, normal wear, or accident are not covered under this warranty.
Some VideoXpert Dell server and storage products are covered by Dell’s “Next Business Day On-site Support” or “Keep Your Hard Drive Warranty Service” programs which have a warranty repair service process provided directly by Dell.
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 Merchandise 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.
Product warranty can be extended up to five (5) years total for cameras, mounts, accessories, and enclosures. Warranties can also be extended for VideoXpert servers and storage for up to five (5) years. 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.
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.
Disclaimer of Implied and Other Warranties and Limitation of Liability:
THIS CONTRACTUAL WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY PROVIDED BY PELCO IN CONNECTION WITH YOUR PELCO PRODUCT AND IS, WHERE PERMITTED BY LAW, IN LIEU OF ALL OTHER WARRANTIES, CONDITIONS, GUARANTEES, REPRESENTATIONS, OBLIGATIONS AND LIABILITIES, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE IN CONNECTION WITH THE PRODUCT, HOWEVER ARISING (WHETHER BY CONTRACT, TORT, NEGLIGENCE, PRINCIPLES OF MANUFACTURER'S LIABILITY, OPERATION OF LAW, CONDUCT, STATEMENT OR OTHERWISE), INCLUDING WITHOUT RESTRICTION ANY IMPLIED WARRANTY OR CONDITION OF QUALITY, MERCHANTABILITY, MERCHANTABLE QUALITY, OR FITNESS FOR A PARTICULAR PURPOSE.
ANY IMPLIED WARRANTY OR CONDITION OF MERCHANTABILITY, MERCHANTABLE QUALITY OR FITNESS FOR A PARTICULAR PURPOSE TO THE EXTENT REQUIRED UNDER APPLICABLE LAW TO APPLY TO THE PRODUCT SHALL BE LIMITED IN DURATION TO THE PERIOD STIPULATED UNDER THIS CONTRACTUAL WARRANTY.
LIMITATION OF LIABILITY
WHERE APPLICABLE LAW ALLOWS AND DOES NOT PROHIBIT OR RESTRICT SUCH LIMITATION, PELCO’S LIABILITY FOR ANYTHING RELATING TO THIS PRODUCT SHALL BE LIMITED TO THE PRICE PAID FOR THE PRODUCT.
TO THE MAXIMUM EXTENT ALLOWED BY APPLICABLE LAW, IN NO EVENT WILL PELCO BE LIABLE FOR: (A) ANY SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, LOST REVENUES, FAILURE TO REALIZE EXPECTED SAVINGS, OR OTHER COMMERCIAL OR ECONOMIC LOSSES OF ANY KIND, EVEN IF PELCO HAS BEEN ADVISED, OR HAD REASON TO KNOW, OF THE POSSIBILITY OF SUCH DAMAGE; AND/OR (B) ANY DAMAGE OR INJURY ARISING FROM OR AS A RESULT OF MISUSE OR ABUSE, OR THE INCORRECT INSTALLATION, INTEGRATION OR OPERATION OF THE PRODUCT BY PERSONS NOT AUTHORIZED BY PELCO.
EXCLUSIONS AND CLARIFICATIONS
THE CONTRACTUAL AND/OR STATUTORY WARRANTY OBLIGATION OF THE PRODUCT SELLER AND YOUR CORRESPONDING STATUTORY WARRANTY RIGHTS WHICH MAY NOT LAWFULLY BE EXCLUDED OR LIMITED ARE NOT AFFECTED BY THIS CONTRACTUAL WARRANTY. FURTHERMORE, SHOULD THIS CONTRACTUAL WARRANTY VIOLATE ANY NATIONAL, STATE, PROVINCIAL OR OTHER GOVERNMENTAL STATUTORY RIGHTS WHICH MAY NOT LAWFULLY BE EXCLUDED OR LIMITED AND WHICH GRANT YOU ANY RIGHTS IN ADDITION TO THE CONTRACTUAL WARRANTY, THEN SUCH STATUTORY RIGHTS SHALL NOT BE AFFECTED BY THE PROVISIONS OF THIS CONTRACTUAL WARRANTY.
IF THIS PRODUCT IS A CONSUMER PRODUCT, THE APPLICABLE LAW MIGHT NOT ALLOW AN EXCLUSION OF IMPLIED WARRANTIES AND/OR MAY EXTEND ADDITIONAL BENEFITS OR PROTECTION TO YOU. TO THE EXTENT YOU ARE ENTITLED TO IMPLIED WARRANTIES OR ADDITIONAL BENEFITS OR PROTECTION UNDER APPLICABLE LAW, SUCH ARE LIMITED (TO THE MAXIMUN EXTENT ALLOWED BY APPLICABLE LAW) TO THE DURATION OF THIS CONTRACTUAL WARRANTY. SOME STATES, PROVINCES AND JURISDICTIONS DO NOT ALLOW LIMITATIONS OR EXCLUSIONS ON IMPLIED WARRANTIES OR ON THE DURATION OF AN IMPLIED WARRANTY OR ON THE LIMITATION OR EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION(S) OR EXCLUSION(S) MAY NOT APPLY TO YOU. THIS CONTRACTUAL WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS. YOU MAY HAVE OTHER RIGHTS WHICH MAY VARY FROM STATE TO STATE, PROVINCE TO PROVINCE OR JURISDICTION TO JURISDICTION.
Effective: April 16, 2019