WARRANTY AND RETURN POLICY

Please read the below Crystal Vision Technology Inc warranty policy to get the full details on our Crystal Vision warranty, return and refund policy.

If you have any question on this policy, please contact our support@cvtus.com.

This warranty and return policy is applied to Crystal Vision products purchased from January 2024.

Warranty Policy

  1. Warranty Period

Crystal Vision provides a 1-year limited warranty for customers who have purchased Crystal Vision products from Crystal Vision 's official online store. This warranty is applied to Crystal Vision products, including Crystal Vision security cameras & systems Kits, LED Lighting Kits, Locks. But please kindly note that it is not applied to the free gifts shipped from Crystal Vision.

Note: For purchases not made directly through CRYSTAL VISION 's website official stores, CRYSTAL VISION is not responsible for other third-party platforms or resellers' warranties, please contact platforms or retailers for the warranties according to their warranty policy. 

Important Note: CRYSTAL VISION only provides 1-year limited warranty for hard-disk drive, wires or other standalone accessories (the warranty cannot be extended).

You can return the hard-disk drive, wires and other standalone accessories to us for replacement or refund within 30 days. Beyond 30 days but within the 1-year limited warranty period, a full refund is not available. You can request a replacement or repair but you will need to pay any necessary fee, including but not limited to shipping costs, service fees, etc.

  1. Warranty Forfeiture

The CRYSTAL VISION warranty is void in the following situations: 1) CRYSTAL VISION ’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in from an authorized online purchase; 2) Repair service, damage due to misuse, abuse, negligence or casualty, or natural disaster or any force majeure, such as lightning, flood, tornado, earthquake, hurricane, war, etc. are not covered by this warranty; 3) Products are purchased from unauthorized resellers, dealers, distributors or other non-official or unauthorized stores or platforms. 4) Trademarks have been removed or tampered with; 5) Damage is resulted from any accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the warranty period; 6) The warranty is void if you disassemble the products without the permission of CRYSTAL VISION  technicians; 7) Products are damaged due to the improper working environment or operation, such as improper working temperature, humility, improper physical or electrical stress or interference, substandard power outlets, static electricity, substandard power adapters, etc. 8) The warranty is for the original buyer only and is NOT transferable.

And the CRYSTAL VISION warranty is also void in the following situations (not limited to):

  • Products without sufficient proof of purchase
  • Lost or stolen products
  • Items that have expired their warranty period
  • Non quality-related issues (after 30 days of purchase)
  • Free products
  • Repairs through 3rd parties
  • Damage from outside sources
  • If you upgrade the firmware & software that are not provided by CRYSTAL VISION and lead to the product damage, the warranty is also void.

CRYSTAL VISION is not liable for any loss of data incurred from the use of CRYSTAL VISION products, and we are not liable for any returning personal item sent to us.

CRYSTAL VISION is NOT responsible for any refund or any replacement if customers' packages indicate delivered successfully. CRYSTAL VISION is also not responsible for any compensation if the packages are missing or stolen after delivered successfully.

  1. Other Warranty Terms and Limitation of Damages

CRYSTAL VISION is NOT responsible for any extra warranty or commitment from resellers, agents, distributors or any third parties.

CRYSTAL VISION will NOT be responsible for any consequential, incidental, exemplary or any special damage, including damage for lost data or profiles. Arising from or relating to this limited warranty, CRYSTAL VISION ’s total cumulative liability will not exceed the amount actually paid for the product(s) by you.

Warranty Details

The warranty covers the below security camera and NVR issues:

1.The product quality issues (confirmed by CRYSTAL VISION Tech Support Team)
2.The lightning damages
3.The water leakage damage

Please submit photos and videos to our CRYSTAL VISION  tech support team if your security cameras and NVRs (not include HDDs) encounter the above issues. After our tech support team has confirmed the issues, we will send you a new or a refurbished security camera or NVR with the same or the equal value as your current security camera or NVR (not include HDDs).

CRYSTAL VISION will be responsible for the shipping fees of the replaced security camera or NVR (not include HDDs) that will be shipped to you; and you, the receiver, will be responsible for all the shipping fees and other charges of the damaged security camera or NVR that will be sent back to CRYSTAL VISION. All the replacement will be within in the extended warranty period, and we will provide the replacement only for once.

Return and Refund Policy

CRYSTAL VISION is a customer-centric company and we always put our customers’ satisfactions in No.1 priority. If you are not satisfied with NEW CRYSTAL VISION products, you can request a full refund or exchange within 30 days from the date of delivery.

Please note that the 30-day money back guarantee is only for New CRYSTAL VISION products, not suitable for refurbished products..

Beyond the end of the 30 days, CRYSTAL VISION is NOT responsible for any refund. Beyond the end of the 30 days and within the limited warranty period, we may provide product exchange service — if the product condition meets our product return or exchange terms (we will illustrate the terms in full details below) and customers would need to pay for the shipping costs under this circumstance.

We CRYSTAL VISION tech technicians will provide tech support service for every CRYSTAL VISION customer.

Products purchased from other channels except CRYSTAL VISION official online store are subject to the specific policies of each platform. CRYSTAL VISION is not responsible for other third-party platforms or resellers or distributors’ refund and return.

Important Note: Generally, orders have been shipped out cannot be canceled. If you want to cancel the order(s) that has/have been dispatched, you will be responsible for the shipping charges. CRYSTAL VISIO is not responsible for any duty or any charge.

 1.Return Policy

If CRYSTAL VISION products don’t meet your requirements, you can return the new products for a full refund within 30 days. You are responsible for the shipping costs.

All refurbished products are NOT refundable and are NOT returnable. If there is any product issue, please contact our tech support team for further solutions.

CRYSTAL VISION is not responsible for any shipping fee if you want to return the products that are in good quality.

Unwanted New CRYSTAL VISION Products

Items

Responsibility of Freight

Refund

Exchange

Return to CRYSTAL VISION 

CRYSTAL VISION to Customer

Within 30 Days

Yes

Yes

Customers

CRYSTAL VISION 

Beyond 30 Days But Within the Warranty Period

No

Yes

Customers

CRYSTAL VISION 

 

* CRYSTAL VISION new products mean the products are brand-new and are shipped to you in good condition.

*CRYSTAL VISION Refurbished products mean the products have been fixed or replaced the defective parts, which are not brand-new items.

Customers cannot request a refund or exchange of any free gift shipped from CRYSTAL VISION.

  • Return Products for Refund Within 30 Days

To avoid any delay or denial or dispute of processing your return and refund, please verify the products carefully that the products meet all of our following inspection criteria:

  1. The products of refund must be packed in the original manufacturer packaging and shipped securely.
  2. The products are returned with the complete items, including but not limited to the products themselves, the accessories, standard labels originally, user manuals, CDs, etc.
  3. The products are in perfect condition and free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges.

Returns may be rejected if items do not meet the above requirements.

Once the returned items are delivered successfully to CRYSTAL VISION ’s warehouse for inspection, and CRYSTAL VISION staff have confirmed the products meet the above inspection criteria, we will arrange the refund or replacement as soon as possible.

  • Return Defective Products Within the Warranty Period

If your CRYSTAL VISION products become defective and if the products are within CRYSTAL VISION ’s limited warranty and within the warranty period, you may return the products to CRYSTAL VISION for repair or replacement.

If the products are defective (not manmade) when you receive it, within 30 days, you can return the products to CRYSTAL VISION to get a full refund or replacement. CRYSTAL VISION will be responsible for the shipping fees.

Beyond the 30 days but within the 1-year warranty (for new products only), a full refund is not available.

For replacing or repairing defective products (not manmade) beyond 1 year but within 2-year warranty, you are responsible for the shipping fees back and forth.

If the products are manmade defective, refund or replacement is not available.

Defective New Products (Not Manmade, Confirm by Support)

Items

Responsibility of Freight

Refund

Replace

Return to CRYSTAL VISION 

CRYSTAL VISION to Customer

Within 30 Days

Yes

Yes

CRYSTAL VISION 

Beyond 30 Days But Within the Warranty Period

No

Yes

CRYSTAL VISION (Within 1 Year)

Customers (Beyond 1 Year)

CRYSTAL VISION (Within 1 Year)

Customers (Beyond 1 Year)

  

Manmade Defective Products

Items

Responsibility of Freight

Refund

Replace

Return to CRYSTAL VISION 

CRYSTAL VISION to Customer

Within 30 Days

No

Within the Warranty Period

No


  • How to Return the Products

Step 1. To return the CRYSTAL VISION products, you need to fill in the RMA (Return Merchandise Authorization) form.

Download the RMA Form

Step 2. Send the RMA form to our tech support team (support@cvtus.com).

Step 3. Pack & ship the product(s) to the assigned address provided by our support team.

After our support team have inspected the products, and confirmed your RMA, we will arrange the refund or replacement within 3 working days.


  • Where to Return the Products

If you want to return the products you have purchased, please send them to the following address:

The United States: 1475 E Del Amo Blvd. Carson CA 90746

Note: If you want to return the products for a full refund or exchange, please contact us (support@cvtus.com) and get an RMA number for the return.

  • Shipping in Return Process

For your benefits, we recommend that you use traceable carrier to ship the products to the assigned address provided by us. CRYSTAL VISION is NOT reliable for any loss or damage to the returned products during the shipping or transition.

If there is any international fee in transit or during shipping, including but not limited to duties, taxes, brokerage fees, etc. customers are responsible for all of the fees incurred.

If the returned products are tested and found to be non-defective or not covered by the CRYSTAL VISION limited warranty by our technicians, you should be liable for arranging the shipment for the returned products from CRYSTAL VISION to your location/address.

CRYSTAL VISION is not responsible for any shipping cost and doesn’t have any responsibility for the returned products in the following situations, and you are responsible for the shipping costs:

Returning products for any reason other than a proven defect on the products confirmed by our CRYSTAL VISION  technician

Warranty claims on items taken outside the original country of purchase

Buyer’s accidental returns

Returning personal items

Returning defective items in international shipping. (CRYSTAL VISION is ONLY responsible for the domestic shipping fees if you return the defective products. We are not liable for any shipping cost when the defective products are shipped internationally, such as from Canada to US.)

Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Exchange or Upgrade Policy

CRYSTAL VISION will NOT exchange any returned products with different types or models, unless the returned products meet the below requirements:

  1. The returned products are returned to CRYSTAL VISION for repair or replacement under the CRYSTAL VISION limited warranty and within the warranty period.
  2. The returned products are found to be defective and non-repairable with the confirmation of CRYSTAL VISION technicians.
  3. Products with the same models are out of stock.

If the returned products meet the described requirements, CRYSTAL VISION will offer, at its sole discretion, a variety of options for substitution or an upgrade products.

Important Note: For the new exchange products, you cannot request another substitution unless they are defective.