Refund and Returns Policy

CCTV Camera Products Refund, Return & Service Policy

Introduction

At Haider & Sons, customer satisfaction is important to us, and we strive to provide high-quality CCTV cameras, surveillance equipment, accessories, and related security products. This Refund, Return, and Service Policy explains the terms and conditions regarding product returns, refunds, replacements, repairs, and warranty claims.

By purchasing products from us, customers agree to the terms mentioned in this policy. We encourage all customers to read this policy carefully before making a purchase.

1. General Refund Policy

We maintain a clear and fair refund policy to ensure transparency and trust with our customers.

Refund Eligibility

Refunds will be provided only for products that are received in damaged condition at the time of delivery.

A product will be considered damaged if:

  • The item has visible physical damage.
  • The product packaging is severely damaged indicating likely internal damage.
  • The product is broken, cracked, or unusable upon opening.
  • Essential parts or accessories are missing due to shipping damage.
  • The item fails to power on due to transit damage.

Refund requests for damaged products must be raised within seven (7) calendar days from the date of delivery.

After the 7-day period, no refund request for physical damage will be accepted.

2. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

Change of Mind

No refund will be issued if:

  • The customer changes their mind after purchase.
  • The customer no longer requires the product.
  • The customer purchased the wrong model by mistake.
  • The customer found a cheaper alternative elsewhere.

Improper Handling

Refunds are not applicable if damage occurs due to:

  • Mishandling by the customer
  • Improper installation
  • Electrical fluctuations
  • Voltage surges
  • Water exposure
  • Fire damage
  • Physical misuse
  • Unauthorized repair attempts

Compatibility Issues

Refunds are not allowed for:

  • Product incompatibility with existing systems
  • Software or app compatibility issues
  • Unsupported network configurations
  • Customer misunderstanding of product specifications

Customers are advised to verify technical compatibility before purchase.

3. Return Policy for Damaged Products

To qualify for a damaged product return:

The customer must:

  • Report the issue within 7 days of delivery
  • Share proof of damage
  • Keep original packaging
  • Return all accessories, manuals, adapters, cables, and invoices
  • Ensure the serial number remains intact

Required Proof

Customers may be asked to provide:

  • Clear photos of damaged packaging
  • Photos/videos of the damaged product
  • Order invoice
  • Delivery receipt
  • Unboxing video (if available)

Failure to provide sufficient proof may result in rejection of the return request.

4. Return Inspection Process

Once the returned product is received:

  1. Our quality inspection team will inspect the item.
  2. Damage verification will be conducted.
  3. Serial number validation will be performed.
  4. Product authenticity will be checked.
  5. Packaging condition will be reviewed.

If the inspection confirms transit damage, the refund will be approved.

If inspection reveals misuse or customer-caused damage, the refund request will be rejected.

5. Refund Processing Timeline

Approved refunds will be processed within 7 to 14 business days after successful inspection.

Refunds will be made through the original payment method:

  • UPI
  • Credit Card
  • Debit Card
  • Net Banking
  • Wallet
  • Bank Transfer (where applicable)

Cash refunds may be provided only for cash purchases.

Processing delays due to banks or payment gateways are beyond our control.

6. Manufacturing Fault Policy

Products with manufacturing defects or technical faults are NOT eligible for direct refund unless specifically approved.

Manufacturing issues include:

  • Camera not powering on
  • Recording malfunction
  • Lens focusing issues
  • IR night vision failure
  • Software malfunction
  • Internal hardware defect
  • Display errors
  • Connectivity faults

Such issues will be handled under warranty/service support.

7. Service Centre Support for Manufacturing Defects

Any product with a manufacturing fault must be handled through the authorized service centre.

Customers should contact our support team to obtain:

  • Service request number
  • Service centre details
  • Warranty verification guidance

The service centre may offer:

  • Diagnosis
  • Repair
  • Part replacement
  • Unit replacement (if applicable under warranty)

The final resolution depends on service centre inspection and manufacturer policy.

8. Warranty Conditions

Warranty applies only to manufacturing defects.

Warranty does NOT cover:

  • Physical damage
  • Broken casing
  • Burn damage
  • Water damage
  • Improper installation
  • Power surge damage
  • Tampering
  • Missing serial numbers
  • Unauthorized opening
  • Third-party repair attempts

Warranty duration varies by product model and manufacturer.

Customers should preserve:

  • Purchase invoice
  • Warranty card
  • Product serial number

9. Return Shipping Responsibility

Damaged Product Cases

If damage is verified as transit damage:

  • Return shipping may be arranged by us, or
  • Shipping charges may be reimbursed upon approval

Non-Eligible Returns

If the product is returned without valid reason:

  • Shipping costs will be borne by the customer
  • Product may be returned back at customer expense

10. Packaging Requirements for Return

Returned items must be securely packed.

Include:

  • Original box
  • Accessories
  • Mounting kit
  • Power adapter
  • User manuals
  • Warranty card
  • Purchase invoice copy

Improper packaging causing further damage may affect refund eligibility.

11. Installation-Related Issues

We are not responsible for problems caused by incorrect installation.

Examples:

  • Wrong wiring
  • Incorrect voltage connection
  • Poor mounting
  • DVR/NVR configuration mistakes
  • Network misconfiguration

Professional installation is recommended.

12. Software & Configuration Support

Refunds are not applicable for software issues caused by:

  • Mobile app setup confusion
  • Password reset issues
  • User configuration mistakes
  • Network router settings
  • Cloud account setup errors

Technical support may be available separately.

13. Accessories Policy

Accessories such as:

  • Adapters
  • Cables
  • Connectors
  • Mouse
  • Hard drives
  • Power supplies

are covered under separate warranty terms where applicable.

Physical damage to accessories is not refundable unless reported within 7 days.

14. Bulk Orders & Business Purchases

Special terms may apply for bulk purchases.

Business/commercial orders may have:

  • Different replacement terms
  • Manufacturer warranty-only support
  • No direct refund unless transit damage confirmed

Custom quotations may override standard policy.

15. Product Replacement Policy

Replacement may be considered instead of refund where appropriate.

Replacement eligibility depends on:

  • Stock availability
  • Damage verification
  • Product inspection

Replacement is not guaranteed in every case.

16. Fraud Prevention Measures

To prevent misuse, we reserve the right to reject claims involving:

  • False damage reports
  • Product swapping
  • Missing components
  • Tampered serial numbers
  • Fake invoices
  • Misrepresentation

Fraudulent claims may lead to permanent refusal of service.

17. Customer Support Process

To raise a return or service request:

Provide:

  • Order number
  • Product name
  • Invoice copy
  • Issue description
  • Photos/videos
  • Contact details

Our support team will guide you accordingly.

18. Limitation of Liability

Our liability is limited to:

  • Repair
  • Replacement
  • Refund (eligible damaged products only)

We are not liable for:

  • Data loss
  • Business interruption
  • Security breaches
  • Installation costs
  • Labour charges
  • Indirect damages

19. Policy Modification

We reserve the right to update this policy at any time without prior notice.

Revised terms become effective immediately upon publication.

20. Final Policy Summary

Quick Summary:

✅ Damaged products eligible for refund
✅ Refund request within 7 days only
✅ Proof required
✅ Manufacturing defects handled via service centre
✅ No refund for change of mind
✅ No refund for customer-caused damage
✅ Warranty applies as per manufacturer terms

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