Warranty

• All brand-new TIGERSECU DVRs and NVRs come with Lifetime Support, accessible via service@tigersecu.com. Additionally, these products feature a 30-day free return policy effective from the date of purchase, as well as a 2-year warranty.
• For accessories like hard drives, cameras, cables, remote controllers and power adapters that are included with the DVR/NVR systems, we offer a one-year warranty.
• Separately sold accessories, such as cameras, cables, mice, and power adapters, also come with a 30-day free return policy and a one-year warranty.
• Our certified refurbished TIGERSECU DVRs and NVRs are supported by Lifetime Support through service@tigersecu.com. These products are eligible for a 90-day return under the Amazon Renewed Guarantee if you are not satisfied, in addition to a 1-year warranty.

Warranty Coverage

• The warranty is supported within the 48 contiguous United States, Alaska, Puerto Rico, Hawaii, and Canada, where replacement units will be provided with free shipping. However, free prepaid return shipping labels will be supplied only for customers located within the 48 contiguous United States. Customers located outside of the 48 states are responsible for return shipping.
• TIGERSECU does not provide a warranty outside of the 48 contiguous United States, Alaska, Puerto Rico, Hawaii, and Canada.
• It is important to keep your receipt, invoice, purchase order, or order confirmation as proof of purchase to obtain warranty service.

Returnable Items

The following scenarios are eligible for returns:

1. The item received is different from the item ordered.
2. The item received is defective.
3. The item received is DOA (Dead on Arrival).
4. Items not meeting satisfaction.

Warranty Exceptions

The warranty does not cover the following:

1. Abnormal abrasion, misuse, alteration, or abuse of the product.
2. Unsuitable physical or operating environment beyond product specifications.
3. Power fluctuations or surges are not protected by a surge protector.
4. Modification or alteration of hardware or software, including the removal of any TIGERSECU logos or brand identification.
5. Loss of data; it is recommended to regularly back up recorded data on a separate storage device.

Refund

Within 30 Days of Purchase

• Full Refund for Faulty Products: A full refund will be issued if the product is confirmed to be faulty. TIGERSECU will cover return shipping fees.
• Refund or Replacement for Broken Products: Customers can choose between a full refund or a replacement if the product is completely broken and the issue is reported within 30 days of purchase.
• Partial Refund for Slightly Damaged Products: For minor damage, if the customer opts to keep the product, a partial refund may be offered.
• Once the refund is approved, the processing time may vary depending on the payment method used.

Beyond 30 Days of Purchase (Within Warranty Period)

• Replacement Policy: In most cases, products purchased more than 30 days ago but still within the warranty period are eligible for replacement, not a refund.
• Refund for Quality Issues: If a replacement is unavailable for a product with quality issues:
  • 31–60 Days: A 20% restocking fee will be deducted from the refund.
  • 61–90 Days: A 25% restocking fee will be deducted from the refund.
  • 91–180 Days: A 30% restocking fee will be deducted from the refund.
  • 181–365 Days: A 35% restocking fee will be deducted from the refund.
• For non-quality-related issues or returns due to unintended product use, customers are responsible for return shipping costs and any associated tariffs.

Replacement

Beyond 30 Days of Purchase (Within Warranty Period)

For verified quality issues, in most cases, products purchased more than 30 days ago but still within the warranty period are eligible for replacement, not a refund. TIGERSECU will cover shipping fees, but in certain situations, customers may need to pay a portion of the shipping cost.

General Notes

• • TIGERSECU does not offer model exchanges; replacements will be of the same model as the original purchase.
  • All returned items are inspected by our receiving department to ensure proper handling and verification.

How to Request Warranty Service?

1. If the item has an issue, please submit a request to TIGERSECU customer service at service@tigersecu.com.
2. Provide detailed information about the issue, including what happened and when, your Order ID, and the product model number.
3. Describe the steps you have taken to troubleshoot the issue.
4. Clear pictures or videos of the defects may be required.
5. TIGERSECU’s customer service team will review and respond to your request within 24 hours.
6. Approved refund, return, or replacement requests will be processed accordingly. Please note that the RMA team reserves the right to approve or deny refund, return, or replacement requests.

Note for Return/Replacement Cases:

1. The order must be directly sold by the TIGERSECU Amazon store or our official website. TIGERSECU has not authorized any other sellers, and we do not wholesale our items to other resellers. TIGERSECU products purchased through unauthorized third parties must be returned in accordance with the seller’s policies.
2. The warranty period does not restart at the time of a replacement. The warranty period is valid from the original purchase date. Replacements, when available, will be processed with manufacturer-refurbished units.
3. Returned items must be in their original packaging with all original boxes, packaging materials, manuals, accessories, and documents provided by the manufacturer in order to avoid affecting secondary sales.
4. TIGERSECU does not cover return shipping costs for returns exceeding 30 days from the original purchase date.
5. TIGERSECU does not cover third-party expenses, including installation fees, additional shipping fees, customs fees, VAT, etc.

Please contact TIGERSECU customer service at service@tigersecu.com or call 323-315-0396 for any warranty-related inquiries or assistance.