Warranty & Return Policy

Warranty and Return Policy

Thank you for choosing Alpha Vision. We are committed to delivering high-quality AI-powered video surveillance solutions, hardware, software, and professional services. If you experience an issue with your purchase, our Technical Support and Customer Success teams are committed to resolving the problem quickly and efficiently.

Technical Support

Before returning any product, customers are required to contact Alpha Vision Technical Support. Many issues can be resolved remotely through software updates, configuration changes, or troubleshooting assistance.

Support requests should include company name, order or invoice number, product serial number (if applicable), description of the issue, and photos, videos, or diagnostic logs when requested. If our Technical Support team determines that a return is necessary, a Return Merchandise Authorization (RMA) will be issued.

Return Authorization (RMA)

No returns will be accepted without an approved RMA number issued by Alpha Vision. The RMA number must be clearly marked on the outside of the shipping package. Returns received without an RMA may be refused or returned to the sender at the customer's expense.

30-Day Satisfaction Return

Eligible hardware products may be returned within 30 calendar days of the original shipment date. Products must be in like-new condition with all original accessories, cables, manuals, and packaging. Activated software licenses are generally non-refundable unless otherwise stated. Alpha Vision reserves the right to inspect all returned products. Incomplete or damaged returns may be subject to restocking fees, partial credit, or rejection.

Restocking Fees

Unless the return is due to a verified warranty defect or Alpha Vision shipping error, returns may be subject to a restocking fee of up to 15%. Original shipping charges are non-refundable and customers are responsible for return shipping.

Limited Hardware Warranty

Cameras, AI appliances, servers, and network hardware are covered by a three (3) year limited warranty. Accessories are covered by a one (1) year limited warranty. Mobile security trailer structural components are covered by a one (1) year limited warranty. Certain third-party components may carry their own manufacturer warranties.

Software Warranty

Alpha Vision software is warranted to substantially perform according to its published specifications during the active subscription term. Software subscriptions are generally non-refundable after activation.

What Is Covered

Manufacturing defects, component failures under normal operating conditions, hardware failures not caused by external damage, and software defects confirmed by Alpha Vision Engineering. Remedies may include repair, replacement, refurbished replacement, software patch, or credit at Alpha Vision's discretion.

What Is Not Covered

Damage resulting from misuse, improper installation, unauthorized modifications, vandalism, water intrusion, fire, lightning, natural disasters, power surges, negligence, cosmetic wear, shipping damage, or unsupported third-party integrations.

Dead on Arrival (DOA)

Products determined to be defective within 30 days of delivery due to manufacturing defects may qualify for expedited replacement following diagnostic verification.

Shipping Responsibilities

Customers are responsible for proper packaging, return shipping costs unless otherwise authorized, and shipping insurance. Alpha Vision will cover standard ground shipping for approved warranty replacements within the continental United States.

Warranty Claim Process

1. Contact Technical Support.
2. Complete troubleshooting.
3. Receive an RMA.
4. Ship the product.
5. Alpha Vision inspects the equipment.
6. Approved claims are repaired, replaced, or credited. Inspection is typically completed within 7–10 business days.

Professional Services

Installation, consulting, training, and other professional services are non-refundable once performed.

AI Analytics Performance

AI analytics assist security personnel and are not guaranteed to detect every event. Performance depends on camera placement, lighting, weather, network conditions, environmental factors, and configuration.

Limitation of Liability

Alpha Vision shall not be liable for indirect, incidental, consequential, special, or punitive damages. Liability shall not exceed the purchase price of the affected product.

Governing Law

This policy shall be governed by the laws of the State of Utah unless otherwise specified in the applicable purchase agreement.