Service

RMA POLICY

Document Purpose and Scope:  This document addresses policies applicable to the products that are purchased by authorized distributors, dealers,
channel partners & system integrators of Trueview for repair or return.

Amending this Policy: Trueview may choose to amend the Policy, in part or its entirety, at any time, without notice.

Trueview’s Responsibility: Trueview’s sole responsibility under the warranty is limited to repairing or replacing the defective products returned by authorized distributors, dealers, channel partners & system integrators. For details on the product warranty provided by Trueview for the respective products, please refer in table:

General Return Requirements and Instructions:

RMA Inquiry: Prior to returning product(s), please reach out to your direct point of purchase for return options. Trueview only accepts returns from authorized distributors, dealers, channel partners & system integrators. Authorized distributors, dealers, channel partners & system integrators must obtain an authorized RMA # via Trueview Service portal. Please Note that the RMA number approved must be clearly written in black or blue ink in large type on the outside of all returned packages. Trueview will refuse the package(s) without an RMA number and return the product without inward.

 

Expiration: An RMA number is valid for thirty (30) calendar days after its issuance by Trueview portal. The distributors, dealers, channel partners & system integrators must return the product described in the RMA, or else a new RMA number will be required. If Trueview does not receive the product(s) within the allowed time frame, the RMA will be closed and returns may be refused, potentially delaying the process.

P2P Service:

Piece-to-Piece replacement service are available only for Privileged partners. To know more about our P2P service, please contact your Sales Executive.

Packaging Requirements: All returned products must be packaged to afford individual mechanical protection so damage does not occur while the product is in transit to Trueview. In addition, the packaging must provide proper electrostatic discharge (ESD) protection. All packaging should be comparable to the packaging in which Trueview originally shipped the product. For multiple packages, each package must be labelled with the approved RMA number and properly sealed, and a copy of the RMA form must be enclosed with the shipment. The distributors, dealers, channel partners & system integrators must enclose a packing list identifying the contents in each shipping carton. Trueview is not responsible for packages or items received damaged in transit, credit will be voided for Credit RMAs and repair fees will apply for Repair RMAs.

Freight Charges: The distributors, dealers, channel partners & system integrators will pay inbound freight of the returned product and Trueview will pay the ground outbound freight of the repaired product to the customer.

Product Category Warranty Period (Parts & Labour)
Security & Surveillance Products  
AHD Camera 24 Months
IP Cameras 24 Months
PTZ Cameras 24 Months
DVR / NVR 24 Months
POE Switch 24 Months
Medical Devices
IR Thermometer 24 Months
Oximeter 24 Months
Display Solutions
Smart Touch Interactive Flat Panel 36 Months
Digital Signage 36 Months
Video Wall 36 Months