Repair Policy

Located in Shenzhen, China, FOSCAM is a large professional factory that focuses on manufacturing perfect surveillance products for families and small & medium business projects. FOSCAM provides limited warranty for products that have manufacturing defects in materials and workmanship.

FOSCAM has authorized distributors and resellers all over the world. Our authorized distributors and resellers provide after-sales service to customers directly, including return/replacement and technical support help. We recommend you buy FOSCAM products from local distributors or resellers, so that you can get quick and convenient service directly.

FOSCAM and FOSCAM distributors/resellers have the Serial Number and MAC address of products to confirm their warranty period. When you need to return the product, please contact your distributors/resellers and ask for a Return Merchandise Authorization number (RMA#). Write down the RMA# and problem of the product on your warranty card, and finally put the card together with the product to return it.

If you have any problems to communicate with your distributor/reseller,please email to complain@foscam.com and we will help you.

Warranty / Return / Replacement Policy

ShenZhen FOSCAM Intelligent Technology Co., Ltd. ("FOSCAM") values your business and always attempts to provide you with the very best of service.

Limited hardware warranty is provided by FOSCAM only when your FOSCAM product ("product") was purchased from an authorized distributor or authorized reseller. Distributors may sell products to resellers who then sell products to end users. Warranty service is provided only when the product is returned to an authorized return center in the region where the product was first shipped by FOSCAM or to the point-of-purchase, which may have regional specific warranty implications.

If you purchase your FOSCAM product from online store, please contact the point-of-purchase and ask for return/replacement/repair help.

Hardware Warranty Information

FOSCAM provide 1-year limited warranty for bare product and 6-month limited warranty for accessories.

Limited Hardware Warranty

FOSCAM products are warranted to be free from manufacturing defects in materials and workmanship starting from the shipping date of FOSCAM.

This limited hardware warranty does not cover:

Software, including the software added to the products through our factory-integration system, software that included in the CD,etc.

Usage that is not in accordance with product instructions

Failure to follow the product instructions

Abuse firmware upgrade without the authorized technician’s guidance.

Abnormal wear and tear.

Return Procedures

Please read FOSCAM warranty policy & policy of your reseller first before sending items back to point-of-purchase.

Customer must first contact point-of-purchase to obtain a Return Merchandise Authorization (RMA) number before returning the product. If the product you received is suspected to be defective and the product warranty has not expired, The RMA number will allow your reseller to track your return much easier and help them expedite processing your request.

After receiving your RMA case number, pack the item(s) very well with the original box and all the original accessories included such as power adapters, brackets, cables, manuals, and driver CD disks.

Write your RMA number and the return reason (the problem of the product) on the warranty card along with the complete package to send them back.

Replacement Services

For customers ask for replacement service, please contact point-of-purchase and follow their policy.

Our technicians will inspect all items returned for replacement requests. If the returned product is found in working order, we will return the same item received. However, customers shall be responsible for all shipping & handling charges incurred for getting the units back to customers.

If returned products are found defective, we will replace the product and assume the shipping cost for sending back the replacement unit to customers.

If for any reason, we are unable to provide a replacement of the original returned item(s). You will have a choice for a “Substitute” item at the same equal value.

We do not provide exchange and replacement due to abnormal hardware upgrade 14 days after the product is delivered.

Our technicians will test the product before sending out the replacement. The demand for more than two times replacement for the same product during replacement limit will be rejected.

Replaced products are warranted from the balance of the former warranty period.

Warranty Forfeiture

Warranty is void if the product is purchased from unauthorized distributor or reseller.

Warranty is void if trade-mark, serial tags, product stickers have been removed, altered or tampered with.

Warranty is void for mishandling, improper use, or defacing the product.

Abuse firmware upgrade without the authorized technician’s guidance.

Warranty is void for physical damage, altered, either internally or externally, improper or inadequate packaging when returned for RMA purposes.

Warranty is void if damage has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the period of warranty.

Warranty is void if product is damaged due to improper working environment or operation. (For example, improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc.)

Warranty is void if damaged by the use of parts not manufactured or sold by FOSCAM.

Damage caused by improper installation of third-party products.

Warranty is void if product is damaged for irresistible cause, such as earthquake, fire, lightning, flood, etc.

Product beyond limited warranty.

Shipping Fee

If products are defective or damaged under normal use or operation in the replacement limit, distributors or resellers are responsible for the shipping cost the product back to customers. Customers should assume the shipping cost sending the product to the point-of-purchase.

During replacement limit, if customers ask for replacement because the product does not fit for customer’s personal expectation, customers should be responsible for round-trip shipping fee.

Customers shall be responsible for round-trip shipping fee if the product has gone beyond the replacement limit but still in warranty limit.

Repair Service Out Of Warranty

FOSCAM provides extra repair service for product that is out of warranty with additional charge. The total fee contains device cost and service fee. Device cost (including accessories) is according to the standard uniform price provided by FOSCAM.

Different region may have different service fee, please contact the point-of-purchase to confirm that before you ask for this service.

Our technicians will quote the total price after detecting the product, If customers refused to repair after the quotation, customers need pay $3.5/hour for the test fee. If customer agrees with the quotation, the test will be free.

Repaired product out of warranty will have 3-month warranty from the date that the product is returned to customer.

Limitation of Liability

FOSCAM is not responsible for other extra warranty or commitment promised by resellers. If your reseller promised some extra commitment or warranty, please ask for written documents to protect your rights and interests.

FOSCAM does not offer refunds under any circumstances. Please contact the point-of-purchase and follow their refund/return policy.

FOSCAM shall not be liable under any circumstances for any consequential, incidental, special or exemplary damages arising out of or in any connection with this agreement or the products, including but not limited to lost profits, or any claim based on indemnity or contribution, or the failure of any limited or exclusive remedy to achieve its essential purpose or otherwise. Purchaser’s exclusive remedy, as against FOSCAM, shall be the repair or replacement of defective parts. If FOSCAM lists a product on its website specification in error or that is no longer available for any reason, FOSCAM reserves the right to explain it without incurring any liability.

All rights reserved. FOSCAM and the FOSCAM logo are trademarks of ShenZhen FOSCAM Intelligent Technology Limited., registered in the U.S. and other countries.