Shop with confidence
Warranty & Returns
You can rest assured that when you purchase a product from us, you will be taken care of when it comes to issues that arise after your purchase.
Get started with a return
Not only do we have the best Tech & Sales Support in the industry, we also have one of the simplest and most straightforward Warranty & Return Policies as well.
First, we have a 60 day return and replenishment policy. What does this mean? Two things:
- You can return your products within 60 days of purchase with no questions asked. It's a simple and straightforward policy, but there are some requirements which you can read about in the FAQ section below.
- You have 60 days to notify us if anything is missing from your order so that we can replenish your packages in a timely manner.
Next, we have a competitive warranty policy that covers pretty much any equipment failure that happened within normal use of the product. Again, there are more details in the FAQ below to help you understand the specifics. The length of our warranty varies from product to product, but typically ranges between one and three years.
To explain our policies in the most efficient manner, we have compiled a list of questions that our customers most frequently ask about this subject.
To get started, what best describes your situation?
Frequently asked questions
Warranty Returns
How long is your warranty?
Warranty length depends on the product and is included in each product listing. The warranty period begins on the day the product is delivered to you.
What is covered under warranty?
Defects or malfunctions that occur during normal use and were not caused by improper use or installation are generally covered.
Example: A properly installed camera or recorder stops working or begins behaving abnormally for no external reason.
What is not covered under warranty?
Damage caused by improper installation, misuse, faulty power, power surges, severe weather, theft, accidental damage, unapproved firmware, or major product alterations is not covered.
Common examples include damaged RJ45 pins, corroded connectors caused by inadequate weatherproofing, cut cable whips, drilled enclosures, and indoor products installed outdoors.
What happens after I submit a warranty request?
Our support team will first help troubleshoot the issue because configuration, cabling, power, or network problems can resemble product failures. If troubleshooting does not resolve the issue, we will provide instructions so the product can be inspected, repaired, or replaced.
Who pays for warranty shipping?
Within the lower 48 states, Nelly's Security pays standard UPS Ground shipping both ways for approved warranty returns. Outside the lower 48 states, the customer arranges and pays for shipping to us, and we pay standard shipping for the repaired or replaced product back to the customer.
How long does warranty processing take?
Warranty returns are typically processed within 1-3 business days after they arrive at our warehouse. A repaired or replaced product normally ships within one business day after processing.
Do you offer advance replacements?
We generally need to test the original product before determining whether repair or replacement is appropriate, so advance replacements are not normally offered. If you need a product immediately, contact our team to discuss available options before purchasing another unit.
Frequently asked questions
60-Day Returns
What happens if I don't like the product I purchased or it ends up not working out for me?
No problem, we want you to be satisfied. You are welcome to return the product within 60 days of purchase if you do not like the product or God forbid, you don't like our service.
When does the 60 day return period start?
The 60-day return period begins on the date of purchase.
What condition should the product be in?
We aren't going to be sticklers about this. We would love for you to return back the product in like new condition in the box with all of the components included, but we realize that this isnt always possible.
Fact of the matter is, if you've mounted and used a camera for a certain amount of days and end up not liking it, its nearly impossible to take the camera down and return it without it looking "used". There is also a chance that you may have thrown away the box and some mounting screws and manuals along the way. Understandable. Therefore, all we ask is that you try to return the product to us in nearly the same condition that we sent it to you as.
Can I return a damaged product?
If a product was damaged during testing, please contact our support team to verify whether we can accept the return.
The following could be considered a damaged product:
- Water damage, unless it is a manufacturer defect.
- Out-of-the-ordinary wear and tear during testing, such as a cracked or scuffed lens.
- Fire damage.
- Modifications to internal components.
- Cut cable whips.
- Connectors damaged during installation.
- Excessive markings or scuffs.
It is always recommended to bench test products or temporarily set up a product for testing before final installation. This helps prevent major wear and tear.
Is there a restocking fee?
No. There is no restocking fee for an eligible 60-day return.
Who pays for return shipping?
The customer pays for return shipping on 60 day returns. If you use the UPS return shipping label that we provide, the cost of return shipping will be deducted from your refund. You may also choose to arrange your own shipping.
When will I receive my refund?
Eligible returns are typically processed within 1-3 business days after arriving at our warehouse. We refund the original cost of the returned product; original shipping charges are not refunded.
Can branded products be returned?
No. Products customized with a logo, design, model number, or company information cannot be returned through the 60-day policy. An automated form confirmation does not override this exclusion.
Start a 60-Day Return
Complete the form below and our team will review your 60-day return request.
Please note that we do not exchange items on 60-day returns. If you prefer an exchange, simply place an order for your desired item on our website and we will refund you once the undesired item is returned to us.