Refund policy

30-Day Return Policy

If you are not fully satisfied with your purchase, you may return it within 30 days of the delivery date. Please call our RMA Department to obtain a Return Material Authorization number (RMA#).

If the product is in good condition and no parts or packaging are missing, we will issue a credit for the item.
Shipping charges are non-refundable.
A 10% processing and shipping fee applies to cover merchant processing fees and shipping charges.
Depending on the product's condition, we may charge an additional restocking fee of up to 25% or, in some cases, refuse a refund.
Store exchanges are available.
For returns for refund, all shipping costs are paid by the purchaser.

Warranty Details

All of our products are field-tested to ensure the best quality and long-lasting performance. Even so, defective products cannot be completely avoided.

All of our products come with a 1-year warranty, which starts on the date the product is delivered to the customer. This standard warranty is guaranteed by THX Security. An extended warranty of up to 3 years is available for purchase on some products.

Some products, such as hard drives, standalone DVR units, some Eyemax products, and monitors, may also include an additional manufacturer warranty. Any additional manufacturer warranty is guaranteed by that manufacturer, and once the standard THX Security warranty expires, all warranty claims should be directed to the product's manufacturer.

Please note: we do not offer advance replacements. Defective products must be shipped back to us and will be repaired or replaced in a timely manner (usually within 5 business days). The product will then be shipped back to the customer via UPS Ground. Expedited service is available at an extra cost.

For any item that was defective at the time of delivery, we will cover return shipping and provide a prepaid return shipping label (UPS Ground only). After 30 days from the delivery date, the customer pays for return shipping.

Warranty coverage applies only to the original customer listed on the original invoice. THX Security is not responsible for any data previously recorded on a DVR's hard drive during service.

Some parts covered by a manufacturer warranty, including but not limited to monitors and hard drives, should be returned directly to the manufacturer for warranty service. Please contact our team for more information.

THX Security will repair or replace, free of charge, any part or parts of the product if the defect is due to faulty materials or workmanship. The warranty covers repair of the defective product or parts and does not entitle the purchaser to replacement of the complete product. If any part of the unit is repaired or replaced, the warranty will continue only for the remainder of the original warranty period. The time taken for repair or replacement, and time in transit, whether under warranty or otherwise, is not excluded from the warranty period. The company's obligation under this warranty is limited to repairing or replacing parts found to be defective.

Warranty Exclusions

This warranty does not apply in any of the following cases:

The product is not used according to the instructions in the instruction manual.
Computer viruses, or repairs or software installations performed by a non-authorized technician.
Defects caused by improper use, as determined by company personnel.
Any modification or alteration of the product's electrical circuitry or physical construction.
Site conditions (the premises where the product is kept) that do not conform to the product's recommended operating conditions.
The original serial number has been removed, obliterated, or altered.
Defects due to causes beyond our control, such as lightning, abnormal voltage, acts of God, or damage in transit to the service center or the purchaser's residence.

Shipping

All of our products are insured during shipping. We are not responsible for shipping delays, damage, or lost packages. We will assist you and provide all necessary help in receiving a refund for any product lost or damaged during shipping.

Product Information

Specifications may change without prior notice. THX Security is not responsible for typographical errors. Some images are simulated and may not represent the actual product. The package does not include everything shown in the picture (for example, a box camera pictured with a lens does not include the lens, and a DVR system pictured with a monitor does not include the monitor). Please call our sales department for detailed information.

How to Submit a Warranty Claim

Email our RMA Department at admin@thxsecurity.com You will be given a Return Material Authorization number (RMA#).
If you request an RMA within 30 days of the original delivery date, we will email you a prepaid UPS return label. Use it to ship the product back to us.
If you request an RMA more than 30 days after receiving the product, write the RMA number on the box for reference and ship the product to the address above. In this case, we do not cover shipping costs.

Notice

THX Security is not responsible for any damage, property loss, or other accidents or expenses caused by the malfunction of products purchased from us. Our liability is limited to the price paid for the product. In no event will THX Security be liable for any direct, indirect, or consequential damages, loss of anticipated profits, loss of time, or any other losses incurred by the buyer in connection with the purchase, installation, operation, or failure of this product.

This warranty is not intended to replace any type of insurance. Because the system is operated and managed by the purchaser, THX Security makes no representation regarding the system's ability to prevent loss, theft, damage, or injury, or that these products will protect persons or property. THX Security will in no way be liable for loss of use, loss of time, inconvenience, commercial loss, loss of profits or savings, or incidental, special, or consequential damages arising from the use of, or inability to use, products sold by THX Security.