Customer Service Information

 

PRODUCT INFORMATION

• All products are in brand new factory fresh condition, and carry the full manufacturer's warranty.

• PURCHASING INFORMATION

  • We accept Visa, MasterCard, American Express, Discover, PayPal, and Google Checkout through our online ordering system.

  • You may also order by mail using a Credit Card, Check, or Money Order. Simply fill out one of our Order Forms and mail it to us at the address listed on the form.

  SHIPPING INFORMATION

  • All orders for in-stock items are usually shipped within 24 to 48 hours

  • We only ship to US addresses

  • You will not be charged until your order is shipped

  • We may occasionally substitute USPS shipping for UPS Ground.

  • We occasionally will accept international orders. Please contact us.

  • Shipping by FedEx or UPS 2nd Day Air is available. Please contact us.

  RETURN / EXCHANGE POLICY 

   

  RETURNS:

  We will accept returns of DOA/defective products for replacement for up to 30 days after the date of the invoice. You must have a Return Authorization (RMA) number before returning any merchandise to us. Please email us at returns@homesecurityandautomation.com  and provide the following information:

  • Customer Name and address
  • Customer email address
  • Invoice Number
  • Product Name
  • Model Number
  • Serial Number
  • Reason for Return or Description of Problem.

  We will issue a Return Authorization number and the return shipping address.

  Some items are not returnable. Please see item description.

  After 30 days, you must contact the manufacturer directly for repair or replacement or a Return Authorization.

   

  POLICIES:

  • DOA/defective products are returned for REPLACEMENT ONLY with the same product/model. Deviations from this policy may result in a 20% Returns Processing Service Charge.
  • A 10% to 20% restocking fee will apply to all non-defective returns. (Fee varies by manufacturer)
  • A 25% restocking fee will apply to all non-defective returns received in a non-resalable condition.
  • Defective products must be in the original factory carton with all original packing materials
  • All miscellaneous materials such as manuals, accessories and cables must be included. If any of these materials are missing, your account will be billed accordingly.
  • The Return Authorization number must be on the shipping label, not the carton. PLEASE DO NOT WRITE ON THE CARTON.
  • We recommend you insure your package because we cannot be responsible for any refund or replacement if your package gets lost in shipment.
  • We will pay the ground freight to ship your exchanges or replacements of defective merchandise. Upgraded air shipping is available at customer expense.
  • Should you require a replacement in advance of the return of an incorrect or defective item, the replacement must be paid for in advance. A refund will be issued upon the return of the item.
  • Returns must be shipped freight prepaid. Products received freight collect, without an RA number, not approved for return, or in any way not meeting the above criteria, will be refused.
  • Returned merchandise must be double boxed with no writing on the manufacturers box. Incomplete returns will be charged for any missing accessories.
  • Return Authorization numbers are good for fourteen (14) days only. Any products returned after the expiration date will be refused.
  • Software (including Upgrade chips) is not returnable.
  • Shipping charges are not refundable.
  • Certain items are not returnable. Please see item description.

   

  We do not provide any technical support.

   

   

  
  Customer Service

   

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