Warranty & Return

Warranty & Refund Policy

Please read our policy carefully. Applied to products purchased from Jan 2024.

Questions? Contact support@cvtus.com

🛡️ 1-Year Limited Warranty

Crystal Vision Technology provides a 1-Year Limited Warranty for customers who purchased directly from our official online store.

  • Covered Products: Security Cameras, System Kits, LED Lighting Kits, Blackstone Locks.
  • Exceptions: Hard drives, cables, and standalone accessories also have a 1-year warranty (cannot be extended). Free gifts are not covered.
  • Void Conditions: Misuse, unauthorized modification, natural disasters, or purchases from unauthorized resellers.
Important: The warranty is valid only in the country of original purchase and is non-transferable.

💰 30-Day Money Back Guarantee

If you are not satisfied with your NEW Crystal Vision product, you may request a full refund or exchange within 30 days of delivery.

Return Conditions:

  • New Products Only: Refurbished items are NOT refundable.
  • Original Condition: Must be returned in original, undamaged condition with all original packaging, accessories, manuals, and protective inserts.
  • Shipping Cost: Customer is responsible for return shipping costs for non-defective items (unwanted products).
  • Unwanted (New) Returns (Customer Remorse):
    • If your order originally qualified for free shipping, the original shipping cost we paid to send the item to you will be deducted from your refund.
    • If you paid a shipping fee at checkout, that shipping fee is non-refundable.
    • Return shipping cost is paid by the customer.

⚠️ 25% Restocking Fee & Condition Requirements

Returned items are inspected upon arrival. To receive a full refund, items must be returned in original, resalable condition. A restocking fee of 25% of the product price will be deducted from your refund if the returned item shows any of the following:

  • Improper or inadequate packaging — items not securely repacked in their original boxes/inserts, resulting in scratches, dents, or transit damage (e.g., cameras or NVRs shifting and colliding inside the box).
  • Signs of use — any indication the product was installed, powered on, or used beyond reasonable inspection.

No refund will be issued if the returned item is missing any parts (accessories, cables, mounts, manuals, packaging, or components), or has been swapped, substituted, or replaced with a different product than what was originally shipped. Such returns may be reported as fraudulent, and the item returned to the customer at the customer's expense.

Condition Timeframe Refund Restocking Fee Shipping Cost Paid By
Unwanted (New) — Original Condition Within 30 Days ✅ Yes None Customer
Unwanted — Poor Packaging / Signs of Use Within 30 Days ⚠️ Partial 25% Customer
Missing Parts / Item Swapped or Substituted Any ❌ No Refund — Customer
Defective (Not Manmade) Within 30 Days ✅ Yes None Crystal Vision
Defective (Warranty) 31 Days - 1 Year ❌ No (Repair/Replace) None Customer (One-way)

📦 How to Return (RMA Process)

To avoid delays, please follow these steps strictly:

  1. Contact Support: Download the RMA (Return Merchandise Authorization) Form, fill it out, and email it to support@cvtus.com to request an RMA.
  2. Fill & Send: Complete the form and email it back to us.
  3. Pack & Ship: Once approved, repack the product carefully in its original box and protective inserts, then ship to the address below using a traceable carrier. Improperly packed returns that arrive damaged are subject to the 25% restocking fee above.

Return Address (USA):
Crystal Vision Technology
616 S State College Blvd.
Fullerton, CA 92831

*Note: Returns without an RMA number may be rejected. We recommend using a shipping service with tracking.

🔄 Exchange & Upgrade

We do not exchange products for different models unless:

  • The product is defective and within the warranty period.
  • The same model is out of stock (we may offer an upgrade at our discretion).