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Warranties

Overview​

​PTZOptics includes a limited parts & labor warranty for all PTZOptics manufactured products. PTZOptics warrants its manufactured products against defects in materials and workmanship only for the original “end-user” customer. The warranty is valid only if PTZOptics receives proper notice of such defects during the warranty period. PTZOptics, at its option, will repair or replace products that prove to be defective. PTZOptics manufactures its hardware products from parts and components that are new or equivalent to new per industry-standard practices.

ProductWarranty Period
Camera Mounts10 Years
Move 4K5 Years
Move SE5 Years
Link 4K5 Years
Studio Pro5 Years
Studio 4K5 Years
Studio SE5 Years
SimplTrack35 Years
PT-SUPERJOY-G12 Years
PT-JOY-G42 Years

Exclusions​

The above warranty shall not apply to defects resulting from improper or inadequate maintenance by the customer; customer applied software or interfacing, unauthorized modifications or misuse, mishandling, operation outside the standard environmental specifications for the product, use of the incorrect, modified or extended power supply or improper site operation and maintenance.

Costumer Service Procedure​

PTZOptics will test, repair, or replace the product without charge if it is under warranty and meets the criteria mentioned in the overview section. If it is out of warranty, a technician will estimate the parts and labor charge and confirm the customer's confirmation. PTZOptics will then repair the product or products.

All original box contents must be returned for testing as a complete unit. PTZOptics will not accept responsibility for shipment after it has left the premises.

PTZOptics Technical Support​

PTZOptics technicians will determine and discuss with the customer the criteria for repair costs and/or replacement. PTZOptics Technical Support can be contacted through one of the following resources:

Available Monday - Thursday 8:00am - 6:00pm and Friday 8am - 4pm EST/EDT

Return Material Authorization (RMA) Number​

To return a product for repair or replacement, a customer must request an RMA from PTZOptics’ technical support using any of the above methods. Technical support will require the following information to proceed with issuing an RMA:

  • Return phone number
  • Email address
  • Shipping address
  • Product serial number(s)
  • Original purchase information (receipt / invoice - showing purchase date).
  • Description of reason for the requested repair / return Please see the General RMA Terms and Procedures section for more information.

Voided Warranty​

Warranties do not apply if the original serial number has been removed or if the product has been disassembled or damaged through misuse, accident, modifications, use of incorrect, modified, or extended power supply, or via unauthorized repair.

Products Not Under Warranty​

Payment arrangements are required before outbound shipment for all out-of-warranty products.

General RMA Terms and Procedures​

  • RMAs are valid for 30 days, after which time, if the product has not been returned, the​ RMA will be closed.
  • Users may return products through either PTZOptics dealers or directly to​ PTZOptics.
  • Include the assigned RMA number in all correspondence with PTZOptics.
  • When returning the product, write the assigned RMA number clearly on the shipping label (not the product box).
  • A packing slip must be included on the​ return box with the RMA number listed and the reason for the RMA return.
  • All products returned for credit are subject to a restocking charge without exception unless a full credit has been pre-approved by PTZOptics.
  • Before a defective product can be authorized for repair, it must first go through the troubleshooting process with a PTZOptics Technical Support​ Team member.
  • The RMA number is to be included in all correspondence with​ PTZOptics.
  • Products received by PTZOptics that do not have a valid RMA number clearly written on the shipping label may be refused and returned to the sender.
  • Boxes showing external damage will be refused and returned to the sender regardless of the clearly marked RMA number and will remain the sender's responsibility.

Shipping and Handling​

PTZOptics will not pay for inbound shipping transportation or insurance charges nor accept any responsibility for laws and ordinances from inbound transit. PTZOptics will pay outbound shipping, transportation, and insurance charges for all items under warranty but will not assume responsibility for loss or damage by the outbound freight carrier. If the return shipment appears damaged, retain the original boxes and packing material for inspection by the carrier. Contact your carrier immediately.

RMA Charges (Restocking Fees)​

All qualified returns must be made in original packaging with all original materials. Initial shipments of equipment that are refused upon attempted delivery are subject to restocking charges. The customer has 15 days from the date of purchase to return PTZOptics product for full credit. If approved, after 15 days, a restocking fee will be deducted from any credit offered.