Warranty and returns

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What is covered

Every product page shows its warranty period, and most equipment we sell carries 24 months. The warranty covers manufacturing defects and failures in normal use.

Checking your cover

Where we installed the equipment, there is a label on the device itself with an asset tag. Enter it on our warranty check page and it will tell you the install date, the cover period and whether the warranty is still active. No receipt needed.

For equipment you bought without installation, your order code is the record. Track it on the order tracking page with the mobile number on the order.

What is not covered

• Physical damage, water ingress beyond the product's rating, and lightning or mains surge damage.
• Equipment opened, modified or repaired by someone else.
• Failures caused by installation that did not follow the specification, where we did not do the installation.
• Consumables and cabling, which are covered against manufacturing defect only.

Making a claim

1. Call +20 100 076 1510 or email info@viptechsolutions.net with the asset tag or order code.
2. Tell us what the equipment does and when it started. "The night view went dark after a power cut" is more useful than "it is broken".
3. We will test, repair or replace. Where we installed the system, we come to site.

Returns

• Unopened, unused, within 14 days: returnable for a refund. The item must be in its original packaging and complete.
• Opened but faulty: handled as a warranty claim, not a return.
• Opened and not faulty: we cannot take back opened equipment that works, because we cannot sell it as new.
• Cut cable and made-to-length items: not returnable once cut.
• Cost of return: ours if the item is faulty or we sent the wrong thing. Yours if you changed your mind.

Refunds

Refunds go back the way the money came. A card or wallet payment is refunded to the same card. An InstaPay transfer is refunded to the account it came from. A cash-on-delivery order is refunded by transfer to an account you nominate. Refunds are issued once the returned item has been received and checked, and appear within the timescale your bank sets, typically up to 14 days.

If we cancel your order

If we cancel, any stock is returned and any payment already made is refunded in full. If a cash-on-delivery order is cancelled, nothing has been charged.