What is your return/exchange/warranty policy?Updated a year ago
We have a 15 day return policy for unused hardware products. Product must be in original packaging and in new condition. For orders (over $1,500) and/or physically larger items (e.g. enclosures), a restocking fee of 10% will apply. Refunds will be processed once returned items have been confirmed to be received. Return labels will be provided, and will be deducted from the refund amount.
If the product is opened or used, the product can be returned within 15 days (except SD Cards and GoPro cameras which cannot be returned once opened). A 20% restocking fee will apply for refurbishing opened product. Refunds will be processed once returned items have been confirmed to be received. Return labels will be provided, and will be deducted from the refund amount.
CloudX software and subscriptions can receive a full refund within 30 days of purchase. After 30 days, unused CloudX subscriptions may be paused or transferred to another device, but are not eligible for a refund.
If you are having trouble with the product, make sure you check our support area on the website for our Quick Start Guides and Product Documentation. Should you need additional help please contact [email protected] however, please ensure you have submitted all of the information in the form first as our support team will ask for this information on our first reply email and it will save time: https://cam-do.com/pages/contact-us-support
Should you consider the product to be faulty you can request to return the product within 6 months for our assessment (except for SD Cards, GoPro and Sony cameras, and the CamDo 4G modem which cannot be returned once opened). To initiate a return or exchange, please contact [email protected]. If the product is confirmed to be faulty by CamDo, through troubleshooting, you will receive an RMA number. Do not ship a product back to us without an RMA number. We will examine all returned items to confirm their condition and contact you regarding the status of your replacement or refund. Upon acceptance, please allow 2-3 weeks for the refund to process once the item is received. Should the returned items be confirmed functional, a 25% restocking fee will apply to the refund.
We cannot support IT/wifi network/router/modem issues as there are too many variables. Please talk to your IT department/specialist/support team.
Any dismantling or modification(s) to CamDo products will void any warranty and cannot be returned.
Any products purchased from a reseller would fall under the resellers return policy/product warranty.
If the shipping address of the returning item is located in a different country from the original shipping address that was used for the initial purchase, the customer will settle the difference of the original shipping cost against the return shipping.
GoPro products: Any warranty issues with HERO5, HERO6, HERO7, HERO8, HERO9, HERO10, and HERO11 cameras are to be handled directly between the customer and GoPro USA. Check out their warranty page here.
Sony products:Any warranty issues with Sony RX0-II cameras are to be handled directly between the customer and Sony.
LumeCube products: Any warranty issues with LumeCube products are to be handled directly between the customer and LumeCube USA. Just email [email protected] and they will take it from there. Check out their warranty page here.
Both GoPro and LumeCube are very responsive and is how their distribution model works - it is much quicker to get warranty response by emailing them directly.
EQUIPMENT PERFORMANCE LIMITATIONS
CamDo equipment is not fault-tolerant and not designed, manufactured or intended for use in extreme temperature or weather conditions, security surveillance, life support, emergency situations, hazardous or mission critical activities. You use CamDo equipment at your own discretion and risk.
LIMITATION ON LIABILITY
The replacement warranty is as per the warranty section above. In addition, the replacement warranty is the whole and sole liability for the product. There are no other warranties, expressed or implied. Use of CamDo products confirms your agreement that CamDo Solutions Inc and its distributors will not be liable for any damages from or relating to CamDo Solutions Inc products. Please also note the Equipment Performance Limitations above.