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Returns Policy


  • New unopened merchandise returned within 15 days of invoice will receive a refund for the full product value.
  • If you believe you have a defective product, please submit a return merchandise authorization (RMA) and we will help you investigate the problem that may instigate a replacement process.  We may also contact and ask you to contact the manufacturer for the cross-referencing and support. If at this point the product is deemed defective within 15 days of invoice, it may be replaced at our cost.  Final determination of defective status and DOA or warranty handling is at the discretion of Vextra Security and the product manufacturer.


Prior to returning any item(s), please fill out our Return Merchandise Form to obtain a RMA number. Returns MUST be pre-approved. The goods must be returned complete with all original documentation, accessories and packaging in original condition or they will be refused and returned to sender at senders cost.

Merchandise that has been opened, connected, configured, installed, used, marred, altered, mounted or damaged can’t be returned and falls under applicable manufacturer’s warranty. Merchandise with broken seal(s), missing accessories or packaging, or with defaced packaging will not be accepted for refund or credit. 

Special orders, quantity buys, software, batteries, data cables, racks and installation tools are not eligible for return and refund unless found to be manufacturer defective or damaged in transportation. The abovementioned return assessment process will apply to evaluate the product's condition.

Please do not write on, or attach labels to any product packaging or documentation as we will refuse the return with no exceptions.

Our money back guarantee does not include return to base freight charges. A customer must employ a reliable, trackable shipping service to securely and safely deliver the unrequired goods back to provided return address.

We will not be responsible for the loss or damage of returned item(s) during transportation back to our warehouse. We suggest to register and insure the mail to the value of the purchased goods. The damaged goods will be refused and returned to a sender at sender’s expense.


Defective product under warranty is subject to the manufacturer’s warranty policies and procedures. Product warranty is the responsibility of the manufacturer and Vextra Security does not accept any additional liability unless the product was sold with pre-paid additional warranty. We will do our best to facilitate warranty where possible for your convenience. These items may be repaired or replaced with a similar model or in some cases we may refer your case to the manufacturer for support at our discretion. Some manufacturers require an end-user to deal with them directly for warranty support, and we will honour their procedures where applicable.  Please note that modifying product including opening body, replacing pre-installed HDD, cutting cables, rewiring cords and connectors will void most manufacturer’s warranties.

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