Refund policy

Warranty, Return & Refund Policy

Last Updated: November 3, 2026

Please read the following Warranty, Return & Refund Policy carefully before purchasing products from Monitech CCTV.

This policy applies to eligible products purchased directly through our official website: https://monitech-cctv.com/.

Monitech CCTV supplies Hikvision, Dahua and our own-brand security products. Warranty terms may vary depending on the product brand, model and applicable supplier or manufacturer warranty.

If you have any questions about warranty coverage, returns or refunds, please contact our support team at support@monitech-cctv.com.

1. Warranty Policy

1.1 Warranty Period

Monitech CCTV provides warranty support for eligible products purchased directly from our official website.

Warranty coverage and duration may differ by product category and brand:

  • Hikvision Products: Warranty coverage is determined by the applicable product warranty terms and any warranty commitments expressly provided by Monitech CCTV at the time of purchase.

  • Dahua Products: Warranty coverage is determined by the applicable product warranty terms and any warranty commitments expressly provided by Monitech CCTV at the time of purchase.

  • Monitech Own-Brand Products: Warranty coverage follows the warranty period stated on the product page or confirmed in the order documentation.

  • Hard Drives, Cables and Accessories: Warranty periods and service conditions may vary by product type and manufacturer.

Please refer to the specific product page, invoice or written warranty confirmation for the applicable warranty period.

Additional or extended warranty coverage applies only when expressly offered and confirmed in writing.

Products purchased from third-party sellers, marketplaces or unauthorized channels are generally subject to the warranty and return policies of the original seller.

1.2 Warranty Exclusions

Warranty coverage generally does not include damage or defects resulting from:

  1. Improper installation, operation, handling or maintenance.

  2. Misuse, abuse, negligence or accidental damage.

  3. Unauthorized repair, modification or disassembly.

  4. Use of incompatible or unsuitable power supplies or accessories.

  5. Electrical surges, excessive voltage, static electricity or improper operating conditions.

  6. Water damage or environmental exposure beyond the product's specified protection rating.

  7. Fire, lightning, flooding, earthquakes or other external events.

  8. Unauthorized firmware or software modifications that directly cause product damage.

  9. Removal, alteration or damage to product serial numbers or identification labels.

  10. Normal wear and tear or consumable deterioration not covered by the applicable warranty.

Warranty service may also be declined where sufficient proof of purchase cannot be provided or the applicable warranty period has expired.

These exclusions apply only to the extent permitted by applicable law and do not affect statutory rights.

1.3 Warranty Claims

If a product develops a defect during the applicable warranty period, please contact our support team.

To help us process your request, please provide:

  • Your order number or proof of purchase.

  • Product model and serial number, where available.

  • A description of the problem.

  • Relevant photographs or videos showing the issue.

  • Troubleshooting information, if requested.

Our support team may provide troubleshooting instructions before authorizing a return.

Depending on the product's warranty terms, the nature of the defect and applicable law, eligible products may qualify for repair, replacement or another appropriate remedy.

Please do not ship products back before receiving return instructions from our team.

1.4 Warranty Limitations

Warranty coverage applies according to the conditions provided at the time of purchase and relevant applicable law.

Monitech CCTV is not responsible for additional warranties or commitments made independently by third-party sellers unless we have expressly accepted those obligations in writing.

Customers are responsible for maintaining backups of important recordings, settings and other data stored on security equipment.

Nothing in this policy excludes or limits liability or consumer rights that cannot legally be excluded.

2. Return and Refund Policy

2.1 Return Period

Eligible new products purchased directly from Monitech CCTV may be returned within 30 days of delivery, subject to the conditions below and applicable law.

This return arrangement is intended for eligible standard retail orders.

For wholesale orders, bulk purchases, customized equipment, project-specific purchases or other B2B transactions, return eligibility and conditions may be specified separately in the applicable quotation, invoice or written sales agreement.

Products purchased from another seller must generally be returned through the original seller.

2.2 Returns of Unwanted New Products

If you wish to return an eligible new product because it does not meet your requirements, please contact our support team within 30 days of delivery.

To qualify for a standard return, the product must:

  1. Be returned in its original manufacturer packaging.

  2. Include all original accessories, cables, manuals and supplied components.

  3. Be in good condition, without damage caused by improper handling, installation or use.

  4. Include valid proof of purchase.

  5. Meet the applicable return requirements communicated by our support team.

Returned products will be inspected before a refund or exchange is approved.

For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise agreed or required by law.

Any applicable refund will be processed after the returned products have been received and inspected.

2.3 Defective or Incorrect Products

If you receive a product that is defective, damaged or different from the item ordered, please contact us as soon as reasonably possible.

Provide your order number, product information and relevant photographs or videos.

If a product is confirmed to have arrived defective or incorrect, Monitech CCTV will arrange an appropriate remedy, which may include repair, replacement or refund, depending on applicable law and the circumstances.

For eligible defects reported within 30 days of delivery, return shipping costs will be covered by Monitech CCTV when the return is authorized and the issue is confirmed to be our responsibility.

For defects arising after 30 days but within the applicable warranty period, repair or replacement arrangements and shipping responsibilities will follow the relevant product warranty terms and applicable law.

2.4 Returns After 30 Days

After the standard 30-day return period, change-of-mind returns are generally not accepted.

However, products that develop qualifying defects during the applicable warranty period may remain eligible for warranty service.

Available remedies may include repair, replacement or another remedy required by applicable law.

Refund eligibility after the standard return period depends on the relevant warranty terms and applicable legal requirements.

2.5 Refurbished, Customized and Special-Order Products

Refurbished, customized, specially ordered or project-specific products may have different return and refund conditions.

These conditions should be communicated on the product page, quotation or order agreement before purchase.

Where an item is designated as non-returnable, that restriction applies only to the extent permitted by applicable law.

Defective or incorrectly supplied products remain subject to applicable statutory rights.

2.6 Free Gifts and Promotional Items

Complimentary gifts and promotional items are generally not eligible for separate cash refunds.

If a qualifying return involves an order that included free gifts, we may require those items to be returned as part of the complete order, where permitted by law.

3. Return Shipping Responsibilities

The following table summarizes the proposed standard return arrangements for eligible retail orders.

Return Reason Within 30 Days After 30 Days
Change of mind Eligible new products may be returned; customer generally pays return shipping Generally not accepted
Confirmed defective product Repair, replacement or refund as applicable; Monitech CCTV covers authorized return shipping Subject to product warranty and applicable law
Incorrect product supplied Contact support for correction; Monitech CCTV covers authorized return shipping Reviewed according to circumstances and applicable law
Damage caused by misuse Generally not eligible for free return or replacement Generally excluded from warranty
Wholesale or custom orders Subject to agreed order terms Subject to agreed order terms and applicable law

Shipping responsibilities for warranty claims outside the standard return period may vary according to the applicable product warranty.

Please contact our support team before returning any item.

4. Return Procedure

To request a return, refund or warranty service:

  1. Contact support@monitech-cctv.com with your order number and reason for the request.

  2. Provide product photographs, videos or other supporting information when necessary.

  3. Wait for confirmation of return eligibility and shipping instructions.

  4. Package the product securely, including required accessories and documentation.

  5. Ship the product to the designated return address provided by our support team.

  6. Once the product is received and inspected, we will inform you of the outcome.

Important: Do not send returned products to our Hong Kong contact address unless our team has specifically confirmed that it is the correct return destination.

The authorized return address may differ depending on the product, warehouse and country of delivery.

5. Refund Processing

Once a return has been approved following inspection, the applicable refund will generally be issued to the original payment method where possible.

The time required for funds to appear in your account may vary depending on the payment provider and financial institution.

Where permitted by applicable law, approved refunds may exclude non-refundable shipping charges or other charges that were clearly disclosed and legitimately incurred.

We will not deduct fees where doing so would conflict with mandatory consumer protection laws.

6. Order Cancellation

Orders that have not yet been dispatched may be eligible for cancellation.

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been shipped generally cannot be canceled in transit.

If you wish to return a dispatched order, the relevant return and refund conditions will apply.

For bulk purchases and special-order products, cancellation terms may be specified in the applicable written quotation or sales agreement.

7. Products Purchased from Third Parties

This policy is intended for eligible products purchased directly from Monitech CCTV.

If you purchased a product through a separate retailer, reseller, marketplace or third-party distributor, please contact the original seller regarding their return and refund procedures.

Any manufacturer warranty or other legally enforceable rights remain subject to their applicable terms.

8. Business and Wholesale Orders

For distributors, resellers, installers, system integrators and other business customers, certain warranty and return arrangements may differ from standard retail orders.

Bulk orders, customized systems, special procurement orders and commercial project purchases may be governed by separately agreed terms.

Where separate written terms are agreed, those terms will apply to the relevant transaction, subject to applicable law.

Business customers should review warranty coverage, return eligibility, product compatibility and shipping responsibilities before confirming large-volume purchases.

9. Technical Support

Monitech CCTV provides product-related assistance and technical support where available.

Support may include product information, basic setup guidance, compatibility inquiries and troubleshooting assistance.

The availability and scope of technical support may vary depending on the product brand, model and warranty conditions.

Please contact our team if you require assistance.

10. Contact Us

For warranty claims, returns, refunds or product support, please contact:

Monitech CCTV

Website: https://monitech-cctv.com/

Email: support@monitech-cctv.com

Phone: +852 5905 0679

Address: Room 05, 9/F, The Rainbow, No. 22, Wang Yip Street South, Yuen Long, Hong Kong

Contact Page: https://monitech-cctv.com/pages/contact