1. Warranty Timelines

We provide 12-month limited warranty service from the date of purchase. The purchase date is based on the order completion time and can be checked in the order details from your account page.

2. Warranty Scope

Our warranty policy covers the hardware part of the camera, including but not limited to image sensors, lenses, circuit boards, etc. caused by material or workmanship defects.

The following situations are not covered by the warranty: damage caused by natural disasters (such as floods, earthquakes, lightning strikes, etc.), man-made damage (such as violent disassembly, deliberate smashing, water ingress, etc.), unauthorized repairs or modifications, use of non-original accessories, and normal appearance wear and tear and natural loss of consumables (such as memory cards, if any).

3. Warranty Service

During the warranty period, if a product failure is found, please contact our customer service team. For problems that are determined to be within the warranty scope, we will provide the following services:

  • Free repair service: We will arrange professional technicians to repair the camera and bear the parts and labor costs required for the repair.
  • Product replacement: If the fault cannot be solved by repair, we will replace it with a new surveillance camera of the same model or equivalent value. The replacement product will enjoy the warranty service for the remaining warranty period.
  • Remote technical support: For some simple settings or operation problems, we provide free remote technical guidance to help you solve the problem.

4. Terms of Return & Refund

  • Within 7 days from the date you receive the surveillance camera, if the product is unused, undamaged and the packaging is intact, you can apply for a free return.
  • If there is a quality problem with the product, after confirmation by our technicians, you can apply for a return at any time during the warranty period. Quality problems include but are not limited to situations that affect normal use, such as failure to boot normally, abnormal images, and missing functions.
  • If the product is partially damaged but still usable, we will give a partial refund based on the extent of the damage after evaluation. For example, if the shooting effect is slightly affected by a minor scratch on the lens, we may give a certain percentage of the refund based on the repair cost or product value loss assessment.
  • If the packaging is not seriously damaged and does not affect the secondary sale of the product, we will review it based on the actual situation. However, if the packaging is severely damaged, it may affect the approval of the return application. It is recommended that you try to keep the product packaging intact.

5. How to Return

If you meet the above return conditions and need to return the product, please follow the steps below:

1. Log in to your personal account, find the corresponding surveillance camera order in “Orders”, and click the “Apply for Return” button.

2. Fill in the return application form, explain the reason for return in detail, and upload product photos (if required).

3. After submitting the application, our customer service team will review your application within 24 hours. After your request is approved, you will receive a notification email or SMS containing the return address and return precautions.

4. Send the product back according to the notification requirements. If you choose courier door-to-door pickup, the courier will pick it up at the agreed time; if you send it back by yourself, please use a trackable logistics method and keep the courier number properly.

If the return is due to quality problems, we will bear the shipping cost (the specific method of bearing is detailed, such as you advance payment first and then reimbursement with the freight invoice).

The shipping cost incurred by the return will be borne by you in the case of unexplained return;

5. After we receive the returned product and check that it is correct, we will handle the refund procedure within 3 working days.

6. Refund Method

The refund will be returned according to the original payment method. If the original payment method has expired or cannot receive the refund (such as bank card cancellation), please contact our customer service in time, and we will negotiate with you for other refund methods, such as refunding to your designated bank account.

7. How long do refunds take?

For return applications that meet the refund policy, we will initiate the refund process within 3 working days after receiving the returned product and completing the inspection. However, due to the different processing times of different payment institutions, the refund time may be delayed. Generally, credit card refunds may take 3-10 working days, and e-wallet refunds may take 1-3 working days.

8. Get Touch With Us

You can contact our customer service by email at dora@share-vision.com, or submit an online customer service application on the “Contact Us” page, describing the product problem in detail. Our customer service staff will contact you in a timely manner and guide you on the next steps.

  • Customer service phone: +86-755 83615095
  • Customer service email: dora@share-vision.com
  • Online Live Chat: located in the lower right corner of the website, click to communicate with our customer service staff in real time.