At Surveillance Shark, your satisfaction is our priority. That’s why we offer a hassle-free return policy for products you no longer need. Additionally, we also ensure that your warranty claim experince is smooth and seamless and therefore we don't point you to the manufacturer for claims, we do it for you!
30-Day Returns
We accept returns within 30 days from the date of purchase for a full refund. For successful return & refund the item(s) MUST meet the following hassle free return conditions:
- Never Installed (even for testing)
- Returned in New Condition (with original packaging and components)
Here's how our hassle free return process works:
Step 1: Submit the form on our Contact Us page (please fill out all the fields). If your item is eligible for return, we will email you the return slip.
Step 2: Ship the product, at your cost, to the address provided within 30 days of obtaining your return slip. To avoid processing delays please ensure the return slip is included in the package.
Step 3: Upon receiving the product, we will inspect the condition and issue a refund if applicable.
Note: If the item(s) do not meet the hassle free return conditions, we will ship the product(s) back to your address on file and will charge you the return shipping costs.
Terms:
Processing Time: Returns are processed within 10–15 business days after we receive your item(s).
Credit Timeline: Once your return has been processed, please allow up to 14 additional business days for the refund to appear on your account or card statement.
Refund Scope: Refunds apply only to the original product cost.
Non‑Refundable Costs: Shipping fees are not refundable.
DOA (Defective or Dead on Arrival)
In case a product is discovered to be defective or dead out-of-the-box (happens very very rarely) and the product is still within 30 days of purchase, follow the steps listed below to secure a replacement. If you unpack the product after 30 days of purchase and find it to be defective or dead, please follow the warranty claims process.
Here's how our process works:
Step 1: Submit the form on our Contact Us page (please fill out all the fields). Provide the item’s serial number, description of the issue, and any relevant photos. A customer support team member will reach out to troubleshoot the problem. If the problem persists, we will issue a return label & slip for the item return.
Step 2: Ship the product to the address provided within 30 days of obtaining your return label & slip. To avoid processing delays please ensure the return slip is included in the package.
Step 3: We will send the repaired or replacement product at no cost to you.
Note: In the event that the subject product is out of stock or has been discontinued, we may provide a comparable product as a replacement at no addional cost to you.
Terms:
Processing Time: All DOA cases are processed within 10–15 business days after we receive your product(s).
Shipping Timeline: Once processing is complete, your repaired or replacement product will be shipped via ground shipping within 1 business day.
Expedited Option: If you prefer faster delivery (3 business days) at your own expense, please indicate this request clearly on the return slip.
Warranty Claims
We are committed to offering a hassle-free warranty claims process. The warranty period varies by product, usually ranging from one to three years, starting from the date of purchase. Please refer to the product page for specific warranty details. To ensure a successful warranty claim, the item(s) must meet the following requirements:
- Product(s) has been opened and/or Installed (even for testing).
- Product(s) has been set up as per product guide/tutorial and manual.
- Product(s) has not been improperly installed and/or weatherproofed.
- Product(s) has not been modified and/or repaired.
- Product(s) has not been subject to improper use (e.g. using an indoor rated camera outdoors, using incorrect/unapproved software/firmware etc.).
- Product(s) has not been subject to accidental/intentional damage (e.g. dropped, mishandled, exposed to temperature beyond rated tolerance, improper electrical connections etc.).
- Product(s) has not been damaged by environmental and/or external factors i.e. including but not limited to fire, lightning strikes, storms, power surges.
- Product(s) has not been paired with parts or accessories not approved by the manufacturer such as power supplies, cables, mounting brackets, hard drives etc.
- Product(s) serial number has not been removed, defaced, or altered in any way.
Here's how our warranty claims process works:
Step 1: Submit the form on our Contact Us page (please fill out all the fields). Provide the item(s) serial number(s), description of the issue, and any relevant photos. A customer support team member will reach out to troubleshoot the problem. If the problem persists, we will issue a return slip for the item return.
Step 2: Ship the product to the address provided within 30 days of obtaining your return slip. To avoid processing delays please ensure the return slip is included in the package.
Step 3: We will send the repaired or replacement product at no cost to you.
Note: We do not offer advance replacements. In the event that the subject product is out of stock or has been discontinued, we may provide a comparable product as a replacement at no additional cost to you.
Terms:
️️Processing Time: All warranty claims are processed within 10–15 business days after we receive your product(s).
Shipping Timeline: Once processing is complete, your repaired or replacement product will be shipped via ground shipping within 1 business day.
Expedited Option: If you prefer faster delivery (3 business days) at your own expense, please indicate this request clearly on the return slip.