Return & RMA Policy

We accept returns within 30 calendar days of the confirmed delivery date. Items received after 30 days will not be accepted and will be returned to the sender at their expense.

For defective products covered under manufacturer warranty, please refer to Section 6 – Warranty Claims below, as warranty replacements may be available beyond the 30-day window.

To be eligible for a return, items must meet all of the following conditions:

• Item is in its original, unused, and unmodified condition
• All original packaging, accessories, manuals, and mounting hardware are included
• Item has not been installed, configured, or registered with a manufacturer portal
• The RMA number is clearly marked on the outside of the return package
• Return is shipped within 7 days of RMA issuance

Items returned opened, with missing accessories, missing manuals, or in non-original packaging are subject to a 15% restocking fee deducted from the refund. Items that fail inspection entirely may be refused and returned to the sender at their expense.

The following items are not eligible for return under any circumstances:

• Special-order, custom-configured, or made-to-order products
• Items explicitly marked Final Sale or Non-Returnable on the product page
• Software licenses, firmware upgrades, or digital downloads
• Items with broken tamper-evident seals or missing serial number labels
• Consumable items (batteries, cables purchased as accessories to a non-returned system)
• Products damaged due to misuse, improper installation, lightning strike, or power surge

Follow these steps to start your return:

1. Contact us — Email info@idscctv.com or call (954) 903-0007 with your order number, product model, and reason for return.
2. Receive your RMA number — We will review your request and issue an RMA number and return shipping instructions within 1–2 business days.
3. Pack the item securely — Use the original packaging if available. Write the RMA number clearly on the outside of the box. Do not write on the product box itself.
4. Ship the item — Send to:
   2850 Stirling Road, Suite G, Hollywood, FL 33020
   . We recommend a trackable shipping method. IDS CCTV is not responsible for items lost or damaged during return transit.
5. Confirmation — Once we receive and inspect the item, we will notify you within 3–5 business days regarding the status of your refund or exchange.

Approved refunds are issued to the original payment method within 5–10 business days of our receipt and inspection of the returned item. Please allow additional time for your bank or card issuer to process the credit.

• Full refund: Issued when the return is due to our error (wrong item shipped, item arrived damaged/defective on delivery).
• Partial refund (15% restocking fee deducted): Applies to change-of-mind returns where the item was opened, accessories are missing, or non-original packaging was used.
• No refund: If the item does not meet eligibility criteria or is a non-returnable product.

Original outbound shipping charges are non-refundable unless the return is due to our error.

Most products sold by IDS CCTV carry a manufacturer's warranty(typically 1–3 years depending on brand and model). Warranty coverage addresses manufacturing defects and component failure under normal use — it does not cover physical damage, water damage beyond the product's rated IP rating, or damage from improper installation.

To file a warranty claim, contact us at info@idscctv.com with:

• Your original order number
• Product model and serial number
• A description of the defect and photos/video if applicable
• Proof of purchase date

Warranty replacements may be handled directly by the manufacturer (Hikvision, Uniview, Hanwha, CASE) depending on the brand. We will guide you through the correct process.

We do not process direct exchanges. If you need a different item, initiate a return for the original item (subject to this policy) and place a new order. This ensures the fastest turnaround, particularly for items that may have limited stock.

If your order arrives damaged or we shipped the wrong product, please notify us within 48 hours of delivery:

• Email us at info@idscctv.com with photos of the item and packaging
• We will arrange a prepaid return label and expedite a replacement or full refund
• Do not discard the original packaging — it may be required for a carrier insurance claim

• IDS CCTV pays return shipping when: the item is defective on arrival, we shipped the wrong product, or the item was damaged in transit.
• Customer pays return shipping for: change-of-mind returns, duplicate orders, or any reason other than our error.

We recommend insuring high-value return shipments. IDS CCTV is not liable for loss or damage during return transit when the customer arranges shipping.

Returns from international customers (outside the United States) follow the same eligibility requirements. However, all return shipping costs — including customs duties, brokerage fees, and import/export charges — are the responsibility of the customer. We recommend using a trackable international courier (DHL, FedEx International, UPS Worldwide).

Refunds for international orders are issued in USD to the original payment method. Currency fluctuation is not our responsibility.

For all return and RMA inquiries, reach our customer support team:

• Email: info@idscctv.com
• Phone: (954) 903-0007
• Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
• Address: 2850 Stirling Road, Suite G, Hollywood, FL 33020