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ANNKE Warranty and Return Policy

Please read the below ANNKE warranty policy to get the full details on our ANNKE warranty, return and refund policy.

If you have any question on this policy, please contact our support team.

This warranty and return policy is applied to ANNKE products purchased from October 2019.

Warranty Policy

1. Warranty Period

ANNKE provides 2-year limited warranty for customers who have purchased ANNKE products from ANNKE official online store, Amazon, eBay and other ANNKE official online stores.

You can check a full list of ANNKE official platforms here>>

This warranty is applied to ANNKE products, including ANNKE security cameras & systems, DVRs & NVRs.

This warranty policy is not applied to the free gifts shipped from ANNKE.

We provide 2-year limited warranty for the products purchased from ANNKE. Customers can get 1-year extended warranty by registering your ANNKE product(s). Please register your product(s) to get the 1-year extended warranty within 30 days from the date of delivery.

Register Your ANNKE

I mportant Note: ANNKE only provides 2-year limited warranty for hard-disk drive, wires or other standalone accessories (the warranty cannot be extended).

You can return the hard-disk drive, wires and other standalone accessories to us for replacement or refund within 90 days. Beyond 90 days but within the 2-year limited warranty period, a full refund is not available. You can request a replacement or repair but you will need to pay any necessary fee, including but not limited to shipping costs, service fees, etc.

 2. Warranty Forfeiture

The ANNKE warranty is void in the following situations: 1) ANNKE’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in from an authorized online purchase; 2) Repair service, damage due to misuse, abuse, negligence or casualty, or natural disaster or any force majeure, such as lightning, flood, tornado, earthquake, hurricane, war, etc. are not covered by this warranty; 3) Products are purchased from unauthorized resellers, dealers, distributors or other non-official or unauthorized stores or platforms. 4) Trademarks have been removed or tampered with; 5) Damage is resulted from any accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or the spare part has been over the warranty period; 6) The warranty is void if you disassemble the products without the permission of ANNKE technicians; 7) Products are damaged due to the improper working environment or operation, such as improper working temperature, humility, improper physical or electrical stress or interference, substandard power outlets, static electricity, substandard power adapters, etc. 8) The warranty is for the original buyer only and is NOT transferable.

And the ANNKE warranty is also void in the following situations (not limited to):

  • .Products without sufficient proof of purchase
  • .Lost or stolen products
  • .Items that have expired their warranty period
  • .Non quality-related issues (after 30 days of purchase)
  • .Free products
  • .Repairs through 3rd parties
  • .Damage from outside sources

ANNKE is not liable for any loss of data incurred from the use of ANNKE products, and we are not liable for any returning personal item sent to us.

3.Other Warranty Terms and Limitation of Damages

ANNKE is NOT responsible for any extra warranty or commitment from resellers, agents, distributors or any third parties.

ANNKE will NOT be responsible for any consequential, incidental, exemplary or any special damage, including damage for lost data or profiles. Arising from or relating to this limited warranty, ANNKE’s total cumulative liability will not exceed the amount actually paid for the product(s) by you.

Extended Warranty Plans

ANNKE provides 36-month and 72-month extended warranty. The extended warranty is only applied to PoE IP security cameras and NVRs (not include HDDs), and covers the standard warranty range, and the extra lightning damage and water leakage damage.

Please note that all the warranty periods will start from the delivery date.

Extended Warranty Pricing

Product Retailing Pricing Value (USD) 36-Month Plan Pricing (USD) 72-Month Plan Pricing (USD)
≤199 9.99 17.99
199 < Product Value≤399 19.99 35.99
399< Product Value≤599 29.99 53.99
599< Product Value≤799 39.99 71.99
799< Product Value≤999 49.99 89.99
999< Product Value≤ 1,299 64.99 116.99
1,299< Product Value≤ 1,499 74.99 134.99
1,499< Product Value≤ 1,699 84.99 152.99

Extended Warranty Details

The extended warranty covers the below security camera and NVR issues:

1.The product quality issues (confirmed by ANNKE Tech Support Team)
2.The lightning damages
3.The water leakage damage

Please submit photos and videos to our ANNKE tech support team if your PoE security cameras and PoE NVRs (not include HDDs) encounter the above issues. After our tech support team has confirmed the issues, we will send you a new or a refurbished security camera or NVR with the same or the equal value as your current security camera or NVR (not include HDDs).

ANNKE will be responsible for the shipping fees of the replaced security camera or NVR (not include HDDs) that will be shipped to you; and you, the receiver, will be responsible for all the shipping fees and other charges of the damaged security camera or NVR that will be sent back to ANNKE. All the replacement will be within in the extended warranty period, and we will provide the replacement only for once.

Return and Refund Policy

ANNKE is a customer-centric company and we always put our customers’ satisfactions in No.1 priority. If you are not satisfied with NEW ANNKE products, you can request a full refund or exchange within 30 days from the date of delivery.

Please note that the 30-day money back guarantee is only for new ANNKE products.

Beyond the end of the 30 days, ANNKE is NOT responsible for any refund. Beyond the end of the 30 days and within the limited warranty period, we may provide product exchange service — if the product condition meets our product return or exchange terms (we will illustrate the terms in full details below) and customers would need to pay for the shipping costs under this circumstance.

For the refurbished ANNKE products, you can request a full refund within 15 days from the date of delivery. Beyond 15 days and within 90 days, you can request a product exchange service but ANNKE is NOT responsible for any refund. Beyond 90 days, refund and replacement are not available.

We ANNKE tech technicians will provide lifetime tech support service for every ANNKE customer.

Products purchased from other channels except ANNKE official online store are subject to the specific policies of each platform. ANNKE is not responsible for other third-party platforms or resellers or distributors’ refund and return.

Important Note: Generally, orders have been shipped out cannot be canceled. If you want to cancel the order(s) that has/have been dispatched, you will be responsible for the shipping charges. ANNKE is not responsible for any duty or any charge.

 1.Return Policy

If ANNKE products don’t meet your requirements, you can return the products for a full refund within 30 days (for new products) or 15 days (for refurbished products). You are responsible for the shipping costs.

ANNKE is not responsible for any shipping fee if you want to return the products that are in good quality.

Unwanted New ANNKE Products
Items Responsibility of Freight
Refund Exchange Return to ANNKE ANNKE to Customer
Within 30 Days Yes Yes Customers ANNKE
Beyond 30 Days But Within the Warranty Period No Yes Customers ANNKE

 

Unwanted Refurbished ANNKE Products

 

Items

Responsibility of Freight
Refund Exchange Return to ANNKE ANNKE to Customer
Within 15 Days Yes Yes Customers ANNKE
Beyond 15 Days But Within 90 Days No Yes Customers ANNKE
Beyond 90 Days No No

* ANNKE new products mean the products are brand-new and are shipped to you in good condition.

*ANNKE refurbished products mean the products have been fixed or replaced the defective parts, which are not brand-new items.

Customers cannot request a refund or exchange of any free gift shipped from ANNKE.

  • Return Products for Refund Within 30 or 15 Days (For New & Refurbished Products Respectively)

To avoid any delay or denial or dispute of processing your return and refund, please verify the products carefully that the products meet all of our following inspection criteria:

  1. The products of refund must be packed in the original manufacturer packaging and shipped securely.
  2. The products are returned with the complete items, including but not limited to the products themselves, the accessories, standard labels originally, user manuals, CDs, etc.
  3. The products are in perfect condition and free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges.

Returns may be rejected if items do not meet the above requirements.

Once the returned items are delivered successfully to ANNKE’s warehouse for inspection, and ANNKE staff have confirmed the products meet the above inspection criteria, we will arrange the refund or replacement as soon as possible.

  • Return Defective Products Within the Warranty Period

If your ANNKE products become defective and if the products are within ANNKE’s limited warranty and within the warranty period, you may return the products to ANNKE for repair or replacement.

If the products are defective (not manmade) when you receive it, within 30 days (for new products) or 15 days (for refurbished products), you can return the products to ANNKE to get a full refund or replacement. ANNKE will be responsible for the shipping fees.

Beyond the 30 days but within the 1-year warranty (for new products only), a full refund is not available.

For replacing or repairing defective products (not manmade) beyond 1 year but within 2-year warranty, you are responsible for the shipping fees back and forth.

If the products are manmade defective, refund or replacement is not available.

Defective New Products (Not Manmade, Confirm by Support)
Items Responsibility of Freight
Refund Replace Return to ANNKE ANNKE to Customer
Within 30 Days Yes Yes ANNKE
Beyond 30 Days But Within the Warranty Period No Yes ANNKE (Within 1 Year) Customers (Beyond 1 Year) ANNKE (Within 1 Year) Customers (Beyond 1 Year)

 

Defective Refurbished Products (Not Manmade, Confirm by Support)
Items Responsibility of Freight
Refund Replace Return to ANNKE ANNKE to Customer
Within 15 Days Yes Yes ANNKE
Beyond 15 Days but Within 90 Days No Yes ANNKE
Beyond 90 Days No No No

 

Manmade Defective Products
Items Responsibility of Freight
Refund Replace Return to ANNKE ANNKE to Customer
Within 15 or 30 Days (For Refurbished & New Products) No
Within the Warranty Period No

 

* ANNKE new products mean the products are brand-new and are shipped to you in good condition.

*ANNKE refurbished products mean the products have been fixed or replaced the defective parts, which are not brand-new items.

  • How to Return the Products

Step 1. To return the ANNKE products, you need to fill in the RMA (Return Merchandise Authorization) form.

Download the RMA Form

Step 2. Send the RMA form to our tech support team (support@annke.com).

Step 3. Pack & ship the product(s) to the assigned address provided by our support team.

After our support team have inspected the products, and confirmed your RMA, we will arrange the refund or replacement within 3 working days.

  • Shipping in Return Process

For your benefits, we recommend that you use traceable carrier to ship the products to the assigned address provided by us. ANNKE is NOT reliable for any loss or damage to the returned products during the shipping or transition.

If there is any international fee in transit or during shipping, including but not limited to duties, taxes, brokerage fees, etc. customers are responsible for all of the fees incurred.

If the returned products are tested and found to be non-defective or not covered by the ANNKE limited warranty by our technicians, you should be liable for arranging the shipment for the returned products from ANNKE to your location/address.

ANNKE is not responsible for any shipping cost and doesn’t have any responsibility for the returned products in the following situations, and you are responsible for the shipping costs:

.Returning products for any reason other than a proven defect on the products confirmed by our ANNKE technician

.Warranty claims on items taken outside the original country of purchase

.Buyer’s accidental returns

.Returning personal items

.Returning defective items in international shipping. (ANNKE is ONLY responsible for the domestic shipping fees if you return the defective products. We are not liable for any shipping cost when the detective products are shipped internationally, such as from Canada to US.)

.Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

2. Return Policy for Products from Any Third Party

If you purchased the ANNKE products from third-party stores or vendors, and the products don’t meet your expectations, please contact the third-party stores or vendor directly for the return and refund policy.

All of the return and refund policy related to ANNKE products purchased from any third-party vendor or store is subject to the return and refund policy of the specific third-party store or vendor.

Exchange or Upgrade Policy

ANNKE will NOT exchange any returned products with different types or models, unless the returned products meet the below requirements:

  1. The returned products are returned to ANNKE for repair or replacement under the ANNKE limited warranty and within the warranty period.
  2. The returnedproducts are found to be defective and non-repairable with the confirmation of ANNKE technicians.
  3. Products with the same models are out of stock.

If the returned products meet the described requirements, ANNKE will offer, at its sole discretion, a variety of options for substitution or an upgrade products.

Important Note: For the new exchange products, you cannot request another substitution unless they are defective.

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