Thanks for shopping at Reolink. 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
- Return & Refund Policy
- Upgrade or Exchange Policy
- Missing Parts Policy
1. Warranty Period
Reolink provides warranty service and official customer support, which only apply to new and certified refurbished products purchased from Reolink official website, official stores on Amazon, eBay, AliExpress, etc. For purchases made through Reolink’s authorized resellers or distributors, please contact them directly for after-sales service.
We provide 2 years’ limited warranty for new Products (IP Camera/NVR System/Accessories) purchased from Reolink. And 1-year warranty for Reolink Certified Refurbished Products.
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.
For new products, register your product within 2 years of purchase, and you will receive 6-month extended warranty besides 2-year warranty. For refurbished products, register and you will also get additional 6-month warranty besides 1-year warranty. Warranty starts on your invoice date.
2. 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, refund or replacement are not available for products you have received or will receive in Play & Say feedback program; (j) Warranty is for the original purchaser only and is not transferable.
3. Limitation of Damages
Reolink is not responsible for other extra warranty or commitment promised by resellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.
In addition to the above warranty forfeiture, in no event will Reolink be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and Reolink’s total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.
Return & Refund Policy
Product: At Reolink, 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 you’re unsatisfied with any of the 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 Reolink 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.
a) For Unwanted Products
If the Reolink product that you purchased directly from Reolink 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 for Refund) to Reolink for a full refund or replacement within 30 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 30 days, refund and exchanges for unwanted product are not available.
Important: For an unwanted Reolink Certified Refurbished Product, a full refund is not available. You can only exchange refurbished product for refurbished product, not new device.
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, including, but is not limited to, UL listing, capacity, brand name, UPC code;
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. Reolink 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 Reolink 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 Reolink, your Non-conforming Product for Refund will be rejected or subject to a restocking fee of up to 15% at Reolink’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 Reolink, you will be billed with the cost and fees of shipping the Non-conforming Product for Refund from Reolink back to you.
b) For Non-Manmade Defective Products
If the product is defective (non-manmade) when you receive it, within 30 days of delivery, you can return to Reolink and get a full refund or replacement. Reolink 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-Reolink shipping fees and Reolink 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.
(Within 1 year)
(Beyond 1 year)
Important: For a non-manmade defective Reolink Certified Refurbished Product, a full refund is not available. Within the 1-year warranty, you can only exchange refurbished product for refurbished product, not new device.
c) For Manmade Defective Products
If the product is manmade defective, refund is not available. Within Warranty, replacement or repair is acceptable, but you are responsible for any of the service charge, shipping cost and other fees.
Important: For a manmade defective Reolink Certified Refurbished Product, replacement or repair is acceptable, but you have to bear any fees due to that.
d) How to Return
Step 1: Fill out the RMA (Return Merchandise Authorization) request form.
Step 2: Send the form to support#reolink.com (replace # with @) to obtain an 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. Reolink shall not be responsible for any loss or damage to the Returned Product caused in transit.
International customers may be subject to duties, taxes and brokerage fee. Customers are responsible for fees incurred.
If the returned product is tested and found to be non-defective or not covered by the Reolink’s limited warranty by the certified Reolink RMA technicians, you should be responsible for arranging shipment of the returned product from Reolink to your location.
In the event that a replacement product is needed immediately, a cross-shipment option is available if the original purchase date is within 6 months of the cross-shipment request. Reolink will ONLY provide free ground cross shipment to the continental USA destination. Any cross shipment to areas outside the continental USA will be charged additional shipping cost and other fees.
Requesting this option implies that your returned product has the defective part and you will ship it back to Reolink within 25 calendar days of the authorization of the cross shipment.
If the returned product is verified not covered by Reolink’s limited warranty by the certified Reolink RMA technicians, you should be responsible for arranging shipment of the returned product from Reolink to your location.
2. Return Policy for Products Purchased from a Third-Party
If the Reolink 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 Reolink 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 Reolink product for specific information. Reolink is not responsible for their refund and return.
Upgrade or Exchange Policy
Reolink is unable to exchange any returned product with a different type unless the returned product satisfies all the following requirements:
1. The returned product is returned to Reolink for repair or replacement under the Reolink’s limited warranty and within the warranty period (2-year warranty);
2. The returned product is found to be defective and non-repairable by the certified Reolink RMA technicians;
3. Products under the same model to the returned product are out of stock.
If the returned product satisfies the described requirements, Reolink will offer, at its sole discretion, a variety of options for substitution or an upgrade product.
Important Note: For the new exchange products, you cannot request another substitution unless they are defective.
Missing Parts Policy
In the event that your ordered product comes to your hands with parts missing, the specific policies depend on where your products are shipped from.
a). For Orders Shipped Directly from Reolink’s Warehouse
Customers must inform us within 30 days of the delivery date if they are missing products’ part or receiving the wrong products.
If your order included the product with a hard-disk drive, and a hard-disk drive was not installed in the product that you received, Reolink may ask for image confirmations before exchanging the product you received with a complete one.
If your order was not delivered or the ordered product arrived damaged, please contact Reolink customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.
b). For Orders Shipped from Third-Party Stores or Vendors
If your order arrived incomplete, was not delivered, or the ordered product was damaged, please contact the third-party store or vendor where the order was placed and shipped through the detailed policy or information.
We are sorry to learn that you are not 100% satisfied with your purchase. Please keep in mind that we are standing by 24/7 if you have any questions about our products or service. You may reach us by writing emails to support#reolink.com (replace # with @).