Limited Warranty and Customer Satisfaction Return Policy
What Is Covered
This warranty covers the original end user purchaser only for product malfunctions and defects in materials and workmanship that materially affect the performance of the product, with the exceptions stated below.
Coverage Length
This warranty runs for 2 years from the date of purchase of the product on premium cameras, high speed cameras, and DVRs. 18 months for specialty cameras including but not limited to: PTZs Cameras and special order cameras. Some products have longer warranty periods, as indicated in our catalog or on our website in effect as of the date of your purchase. Any product that is not a Linespex product has a one year warranty. Additionally, if you have purchased an extended warranty, this warranty will continue for the term of the extended warranty, as indicated on the documentation therefore. No warranties, express, implied or statutory, will be in effect beyond the applicable warranty term.
What Is Not Covered
This warranty does not cover product damages caused directly or indirectly in whole or in part by acts of nature, crime, improper installation, lightning strikes, power surges, vandalism, products that have been smashed, broken, burned or damaged in transit (even if damaged in return to us), or any other unreasonable use, abuse or misuse (including failure to provide reasonable and necessary maintenance) of the product. Any product modified from its factory condition (including cutting wires or the addition or removal of any component such as hard drives, fans, peripherals, etc) will void your warranty. Customers who choose to connect third-party cameras do so at their own risk. Any damage, performance issues, or compatibility failures resulting from third-party integration are not covered under warranty. LineSpex does not guarantee functionality, connectivity, or video quality when using non-LineSpex cameras, even if the devices support standard protocols such as ONVIF or RTSP.
Our obligation is limited to providing service as described in this warranty. We are not responsible for any lost time, profits or business, personal injury, property damage or similar loss, or any punitive, consequential or other direct, indirect or incidental damages.
The LineSpex warranty does not cover returns of products due to changes in budgetary availability after a purchase order has been fulfilled.
Returns, Exchanges, and Order Accuracy
LineSpex systems are built and configured for industrial applications and are not treated as consumer electronics. Because of this, we do not offer general returns, refunds, or buy-back programs if business needs change after purchase.
If equipment is no longer needed, we may be able to accept certain items for responsible recycling upon request. Recycling acceptance depends on product condition and logistics feasibility and is not a credit or refund program.
If an incorrect product or part number was ordered and a different item is required, LineSpex may be able to accommodate an exchange on a case-by-case basis under the following conditions:
- Request must be made promptly after delivery
- Product must be unused and in new condition
- All original packaging, accessories, and documentation must be included
- Customer is responsible for shipping both directions
- A 30% restocking and inventory handling fee applies
Approval is not guaranteed and may depend on inventory availability and product configuration.
Customers are encouraged to confirm application requirements with a LineSpex representative prior to ordering to ensure correct system selection.
Equipment that has been installed, powered, configured, mounted, or exposed to a production environment is not eligible for exchange.
Exchange requests must be submitted within 14 days of delivery. Items returned without original packaging or components will not be accepted. Software licenses, activation keys, and subscription services are non-refundable once issued.
Our Recommendations
To protect your equipment from power related damages that could void your warranty, we recommend the use of a Double-Conversion Online Power Supply/Backup UPS to act as a filter for any surges cause by higher voltage equipment like machinery, generators, etc… This will help protect unexpected hard drive data loss and high voltage damage to both your recording and imaging equipment.
After connecting the BNC connectors, we strongly recommend using heat shrink wrap. This will seal the connections, keeping debris and moisture out, and preventing damage. The heat shrink wrap creates a tight barrier, improving the durability and reliability of the connections, even in tough environments. By using heat shrink wrap, you can extend the lifespan of your equipment and maintain the integrity of your camera systems.
In areas where the cameras might get wet, the BNC connector must be covered. We recommend using shrink wrap or an electrical enclosure to protect the connectors and prevent failure. This straightforward step is crucial for preserving the functionality and longevity of your BNC connections, especially in harsh manufacturing environments.
How To Get Service
A returned merchandise authorization (“RMA”) is required before sending a product back to us. Before sending a product for warranty repair, please call our support department at 1.714.688.7986, and we will attempt to diagnose the problem, identify the appropriate warranty actions for your product, and, if necessary, issue an RMA number and return instructions. Please do not send a product to us without an RMA, all shipments sent back without RMA number will be refused at shipping warehouse. Please pack the product carefully before return and include all parts and accessories so that we can thoroughly service your product.
What We Will Do
Once a product has been returned on a warranty claim, we will promptly inspect the product to determine if a problem exists that is covered by this warranty. Customers returning products for warranty repair that are determined to be in working condition or that have problems not covered by the warranty will be charged a $50 diagnostic fee in addition to any charges for repair or replacement of the product that you may authorize after we provide you an estimate of the cost of repair or replacement. If you choose not to have a non-warranty repair made, we will dispose of the product or return it to you at your expense if you so request. If we determine that a product defect is covered by this warranty, we will repair it at no charge or, at our option, replace it with a product of like functionality.