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Zencam Standard RMA Terms and Conditions 



Warranty

All Zencam products are backed by a 1 year product warranty beginning from the original purchase date. If the item is defective, we will provide a replacement unit within this 1 year period. We do not cover replacement shipping costs unless the item is DOA. (Within 30 days of original purchase date).

Note that the warranty period for a purchase does NOT restart at the time of a replacement. Warranty period is valid only from the original purchase date. Replacements are processed upon product availability andin most cases the replacement will be manufacturer refurbished.  

The RMA team reserves the right to approve or deny replacement requests.

zencam IS NOT LIABLE FOR THIRD PARTY EXPENSES INCURRED SUCH AS  INSTALLATION FEES, ADDITIONAL SHIPPING FEES, CUSTOM FEES,VAT  ETC.    


Return Criteria  

  1. Warranty does not cover:  Normal wear, abrasion, misuse, alteration, abuse, or taking apart of the product, Handling, storage, installation, fluctuations, severe weather, power outages or any electrical incidents or any other damage caused by the unintended use of the product.  

  2. Warranty does not cover damage caused by improper care, accidents, prolonged UV exposure, or the natural breakdown of certain materials over long periods of time. zencam will not be liable for incidental or consequential damages, including lost data or lost profits.  

  3. All returns must meet our return requirements however, exceptions can be made at the discretion of the RMA department. Please note that if your return does not meet the required return criteria, a replacement may incur additional charges.

  4. All zencam returns must be approved by the RMA department. Failure to return a product without a return authorization (RA) can result in lost packages. zencam is not liable for your item if it was shipped back to our warehouse without authorization from the RMA department.

  5. zencam is also not liable for the return / replacement of items not listed on the packing slip provided by the RMA department.  

  6. Confirmation from an zencam technician is required on defective items in order to proceed with a replacement unit. Before you request a replacement, please make sure that you have contacted support. They can be reached at 888-212-7538 or Support@zencam.com.


Refunds

In order to be eligible for a refund, the order must meet the following requirements

  1. Order must be within 30 days of the original purchase date.

  2. Order must be sold directly by zencam.com or one of our online storefronts. zencam products purchased through 3rd party retailers must be returned in accordance to the seller. Please note that non-zencam retailers have different refund policies.

  3. If you meet the above conditions, proceed to submit your request using the following form (https://zencam.com/rma)

  4. No longer needed or wanted items are subject to a 10% restocking fee. We do not cover shipping expenses for items that are not defective or if the item was returned due to buyer’s remorse. An item is not eligible for return after 30 days. The restocking fee is ultimately deducted from the refund amount.

  5. zencam will waive restocking fees if the product is defective.

  6. To request a refund, you must fill out the form and the RMA department will provide you with a packing slip that must be included inside of your return package. You must follow all instructions to avoid any delays in the refund process.   


Upgrades

We do not offer upgrades of any kind. If you are within 30 days of your original purchase date you may return your order and place a new order for the desired product. Restocking fees will be waived if you are placing another order directly from zencam.com.


Submitting an RMA Request for Replacement/Refund

  1. In order to request a replacement / refund, please fill out our online form at https://zencam.com/rma

  2. All information on the form must be filled out completely and to the best of your ability. Failure to include all required order documentation may result in delays or your RMA being denied.  

  3. You must provide an image or PDF file of your proof of purchase. The proof of purchase must include the original purchase date, item, model, and seller.  

  4. If you are no longer within your warranty period, we will not authorize an RMA.


Please allow 48 - 72 hours for one of our customer service representatives to provide you a return authorization. Once your package is delivered to us, you should receive the replacement / refund within 3 - 7 business days.  You will receive confirmation via email. Note that it may take anywhere from 2 - 5 business days for a refund to post to your credit card processor once it has been processed.


Other Replacement Information

  • We do not offer model exchanges, your replacement unit will be of the same model as the original purchase.

  • If your order is past 30 days, your replacement will be a fully tested, manufacturer refurbished unit.

  • Our receiving department opens and verifies all returned items to ensure we receive proper items.


Shipping Information

  • zencam will provide you with a prepaid return label for DOA warranty replacements and defective item refunds.

  • Please note if your current shipping address is in Puerto Rico, Guam, the Northern Mariana Islands, the U.S. Virgin Islands, American Samoa, Alaska, or Hawaii, a flat rate $30.00 shipping fee will need to be applied before proceeding with the replacement / return process.

  • zencam ships all domestic U.S. RMA repaired items by USPS Priority Mail, Fedex Ground, or UPS Ground (3 - 7 days).

  • All returned items must be sent via traceable means. Examples would be UPS, FedEx, DHL, or US Postal Service Priority Mail. Be sure to retain the tracking information for your records. The customer is responsible for the product until it is received by zencam. zencam is liable for the returned item upon the receipt of shipment.


International returns

  • Customers residing outside of the Continental USA, are responsible for sending the item back via traceable means (UPS, FedEx, DHL, etc.).

  • Customers are required to retain their tracking number for the returned shipment and provide it to the RMA team.

  • zencam does not cover replacement shipping costs for international returns/replacements. 

  • If an item is DOA (within 30 days of original purchase) we will cover the shipping costs of the replacement shipment. The customer is responsible for returning the item.

  • There will be a flat rate shipping fee which will be determined based on the shipment location.

  • zencam will not be liable for any taxes, duties, or VAT.