Before you can return any product to e-Line, you must obtain a return material authorization (RMA). This applies to all product returns including warranty repair/replacements, non-warranty repairs, advance replacements, and credit returns. To obtain an RMA, contact the appropriate e-Line distribution center where you originally purchased the product and have the product and the following information ready:
Customer Service will provide you with an RMA number that confirms your request. Once you have the RMA, repackage the product appropriately (see section entitled “Packaging your Shipment”) and attach the RMA number on the outside of the package. Then send the product to the return location given by the authorized distribution center.
All products must be returned freight prepaid within 30 days of obtaining an RMA. We reserve the right to cancel the RMA after 30 days. If you fail to return the product within the 30 days, please contact Distributors Customer Service to get a new RMA.
We will not accept unauthorized returns or freight collection returns; we will return these to you at your expense.
If a returned product contains parts that are no longer available or repairable, we will contact you to discuss resolution and return of the material.
The repair department will evaluate all equipment returned for repair to determine warranty coverage and will resolve any questions that may arise during evaluation to make a final determination.
Note: Partner, dealer, distributor, and integrator return and warranty policies may vary.
Subject to the terms of the limited warranty in effect at the time of purchase, e-Line will repair or replace a product that fails to meet the terms provided, within the product’s warranty period. e-Line reserves the right to replace any product under warranty with new, refurbished or remanufactured product. For product purchased directly from e-Line by a dealer or an integrator, the warranty period starts from either a) the date of shipment from e-Line ’s facility (point of origin) or b) the manufacturer’s date code (if the shipment date is unknown). Except for software products (which shall be treated as if purchased directly e-Line for purposes of determining the start of the warranty period as set forth in the immediately preceding sentence), for product purchased from an authorized e-Line distributor by a dealer or an integrator, the warranty period starts from the date the product is purchased by the dealer or integrator. Warranty periods vary based on product category and type of equipment, as shown in Table 1 entitled “Product Warranty Periods” below.
We will return equipment or ship replacement equipment via the same incoming ship method at no additional charge. If you request a different return ship method, we will charge for the full shipping cost.
Nonwarranty repairs are granted an extended warranty of 90 calendar days from the date of shipment. For all nonwarranty repairs, e-Line will provide you with a repair estimate that includes charges for parts, labor (in half-hour increments), and all shipping. You may pay for nonwarranty repair charges by purchase order or credit card.
Advance replacement products are new, refurbished or remanufactured products at e-Line ’s discretion and carry a full original equipment warranty. e-Line will send advance replacement product to replace defective equipment that has failed upon initial install for up to 180 days. We will ship advance replacements via ground the next business day. (In emergencies we may ship replacements by air at customers expense.)
Our repair department will evaluate the returned product to determine whether it is a warranty or nonwarranty replacement and bill you accordingly. We will invoice advance replacements at shipment and credit you upon receipt of the defective product. If we determine, however, that the returned product is in good working order or that performance issues were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit and you will remain responsible for paying the invoice, and we will return such product to you at your expense. If the defective product is part of a kit, you shall return only the defective product (i.e., you shall not return the remainder of the kit) and we will replace only the defective product through advance replacement.
Note: Advance replacement is not available for custom, special or nonstandard products.
No returns for credit or refund will be accepted unless you have obtained a return material authorization as described in the section entitled “Returning e-Line Products”. e-Line will refund or credit new, standard production items that are unused and in the original unopened shipping cartons for a period of 90 days from the original date of shipment; however any returned product is subject to a 25% restocking fee if your request comes more than 30 days after the original ship date. Returns for refund or credit beyond 90 days from original shipment date will be denied. Products purchased as part of a kit must be returned in their entirety (i.e., the entire kit must be returned, not separate parts) to receive refund or credit. Refund or credit is not available for custom, special or nonstandard products.
You must use credit within one year of the date of issue. All returns are subject to e-Line inspection and approval.
e-Line occasionally offers select products for sale as B-stock (Units that have been used in the field and refurbished.) B-stock and advance replacement products, though they may come from the same pool of products, are covered by different warranty conditions and durations. Refurbished products come with a one-year limited warranty.
Protecting the value of returned products by packaging and shipping them correctly is your responsibility. We reserve the right to deny warranty coverage for any damage caused by failing to meet the following packaging requirements:
If damage does occur in shipping it is the shippers responsibility to file a claim with the transportation company for reimbursement.
Table 1 lists warranty durations for most e-Line equipment, sorted by category. Warranty periods start as set forth under the heading “Warranty Repair/Replacements” above. For items that do not appear in Table 1, contact Customer Service or your sales rep for the applicable policy.
| Product Type | Product Warranty | Exceptions |
|---|---|---|
| e-Line Cloud Cameras | 2 years | PTZ Cameras - 1 year |
| Other e-Line | 2 years | -- |
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