Thanks for shopping at our official website. We hope you love your purchases, but if you’re not totally satisfied with the products or request a repair, we are always here to help.

Warranty Policy

Warranty Period

Our Company provides warranty service and official customer support, which only apply to Hikvision authorized products purchased from our official website. For purchases made through other resellers or distributors, please contact them directly for after-sales service.

We provide 2 years’ limited warranty for new Products (IP Camera/NVR System/Alarm System/Intercom System) purchased from our official website.

Replacement Unit: Warranty continues from the original date of purchase and will be extended for the number of whole days that the product has been out of the buyer’s hands for warranty repairs.

Warranty Forfeiture

Warranty is void in the following situations: (a) Products are marked as “sample” or “Not for Sale”, or sold “AS IS” or sent to you as “prototype”; (b) Products are purchased from unauthorized distributors or resellers; (c) Trade-marks, serial tags, product stickers have been removed, altered or tampered with; (d) Products are dismantled, mishandled, improperly used or defaced; (e) Abuse firmware upgrade without the authorized technician’s guidance; (f) Damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty; (g) Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc; (h) Products are damaged due to the violation of direction on safe battery handling and usage; (i) Warranty is for the original purchaser only and is not transferable.

Return & Refund Policy

Product: We are committed to our customers’ satisfaction. If the product did not meet your expectations or was defective, you can refer to the following policies to request for a refund, exchange or repairment in terms of your situation.

Accessories: If there is a quality problem with accessories, we can get it replaced or issue you a full refund anytime you need. And the new replacements will be shipped to you via EMS with freight borne by us.

Important Note: Normally the orders that are under processing, being on hold or have been shipped out (you have received the tracking number, or your order status is completed) cannot be cancelled. If you have to refuse delivery after the package is dispatched from our warehouse due to force majeure, you are subject to the following return and refund policies and must pay for the original shipping charges, which will be deducted from your refund.

Return Policy for Products Purchased from HKD

a) For Unwanted Products

If the HKD product that you purchased directly from our official website does not meet your satisfaction or does not apply to your installation application, but was not defective, we call such product as “unwanted product”.

You may return the unwanted product product (Product for Refund) to us for a full refund or replacement within 3 days of the delivery date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Beyond the end of those 3 days, refund and exchanges for unwanted product are not available.

To avoid any delay or denial of processing your refund request, please verify that your Product for Refund satisfies all of our following inspection criteria (the “Inspection Criteria”).

The Product for Refund must be:

1. In the original manufacturers packaging and shipped securely.
2. Complete with all the accessories, documentations, and standard certification labels originally.
3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals.
4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement, or damages resulting from power surges.
5. Labeled with a security seal, which is intact and not tampered with.

For your own benefit, we recommend that you use a traceable carrier that can provide you with the delivery confirmation to ship your Product for Refund back to the location instructed in the RMA authorization. Our company shall not be responsible for any loss or damage to the Product for Refund caused in transit.

The Product for Refund will be thoroughly inspected by Hikvision, when received and a decision will be made whether the Inspection Criteria are met. If your Product for Refund fails to satisfy the Inspection Criteria (the “Non-conforming Product for Refund”) and has been shipped to HKD, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at HKD’s sole discretion. The inspection may take up to 5 business days from the time your Product for Refund is received.

If the Non-conforming Product for Refund is rejected by HKD, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from HKD back to you.

b) For Non-Manmade Defective Products

If the product is defective (non-manmade) when you receive it, within 7 days of delivery, you can return to HKD and get a full refund or replacement. HKD are responsible for all shipping fees.

Beyond the 30 days but within 1-year warranty, a full refund is not available, but replacement or repair is acceptable. You are responsible for the return-to-HKD shipping fees and HKD will bear the freight of new replacements or repaired units.

Beyond 1-year but within 2-year warranty, you are responsible for the shipping fees back and forth. The freight of replacements and repaired units are calculated by the actual package weight and size.

c) For Manmade Defective Products

If the product is manmade defective, refund is not available. Within Warranty, repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.

d) How to Return

Step 1: Fill out the RMA (Return Merchandise Authorization) request form.

Download RMA Request Form 

Step 2: Send the form to ______________ to obtain RMA number.

Step 3: Pack the items and ship them.

Important Note: Please pack the item(s) very well with the original box and all the original accessories included such as power adapters, brackets, cables, manuals, and driver CD disks. The RMA number must be on your return-shipping label and in the box. Then ship the product in original packaging to the address we provided. We will process your refund and automatically apply a credit to the credit card associated to your original order. Please allow 7-15 business days for credit to clear.

e) Shipping in Return Process

For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. HKD shall not be responsible for any loss or damage to the Returned Product caused in transit.

If the returned product is tested and found to be non-defective or not covered by the HKD’s limited warranty by the certified HKD RMA technicians, you should be responsible for arranging shipment of the returned product from HKD to your location.

If the returned product is verified not covered by HKD’s limited warranty by the certified HKD RMA technicians, you should be responsible for arranging shipment of the returned product from HKD to your location.

Return Policy for Products Purchased from a Third-Party

If the HKD product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for the return and refund policy. All the return and refund processes related to the HKD products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your HKD product for specific information. HKD is not responsible for their refund and return.