Refund, Return & Warranty Policy
Effective Date: July 2026
Thank you for choosing Zowietek products. This Refund, Return & Warranty Policy applies exclusively to all orders purchased directly from the official Zowietek website (zowietek.com), which qualifies for a 2-Year Limited Warranty. Products purchased through authorized third-party channels, including Amazon, B&H Photo, Walmart, AliExpress and other retail platforms, are covered by a 1-Year Limited Warranty and governed by the respective platform’s after-sales terms. This official website policy does not apply to third-party orders. Please contact the corresponding seller or platform directly for return, refund, and warranty services for third-party purchases.
Warranty Coverage & Valid Term (Official Website Only)
Zowietek offers a 2-Year Limited Warranty for all standard ProAV hardware products sold on zowietek.com, including video encoders, decoders, PTZ cameras, controllers, and official supporting accessories. The warranty period starts on the official delivery date confirmed by the carrier’s tracking records.
This limited warranty covers manufacturing defects in materials and workmanship under normal installation, operation, and routine maintenance.
Return & Replacement Eligibility
30-Day Return & Exchange for Defective Products (Quality-Related Issues)
If your product arrives damaged, incorrect, or develops verified hardware defects under normal use, you are eligible for a full refund or free product replacement within 30 calendar days of delivery.
- Shipping Cost Rule: Customers are responsible for arranging return shipping via a trackable courier service. Our team will reimburse reasonable return shipping fees once our technical inspection confirms the issue is caused by manufacturing defects or shipping errors.
- Processing Time: All refunds or replacements will be processed within 3–5 business days after our warehouse inspects and verifies the returned unit.
15-Day Non-Defective Return (Change of Mind)
Returns for non-quality-related reasons (e.g., incorrect model ordered, unnecessary purchase, or personal preference changes) are permitted under the following conditions:
- Application Window: All RMA requests must be submitted within 15 calendar days of delivery.
- Product Condition Standard: The item must be 100% brand new, unopened, and unused, retained in its original factory-sealed packaging. All original accessories, cables, manuals, and packaging materials must be complete and intact.
- Applicable Fees: Customers are responsible for all round-trip shipping costs. A restocking fee of up to 15% will apply if the factory outer seal is broken or the original packaging is damaged.
Official Mandatory RMA Return & Repair Process
All returns, replacements, and repair services require official pre-authorization from the Zowietek support team. Unauthorized returned packages may face processing delays or direct rejection. Please follow the standard procedure below:
- Submit RMA Application: Complete the official RMA form via our support portal or contact our support team via email (support@zowietek.com). Please provide your valid order number, product serial number (S/N), proof of purchase, and a detailed description or video of the product issue.
- Official Review & Approval: Our technical support team will review all requests within 24–48 hours. Once approved, we will provide the official return warehouse address, packaging guidelines, and shipping instructions.
- Package & Ship: Securely repack the product with all original accessories and packaging. Place a printed copy of the approved RMA form or order invoice inside the package for verification. Ship the unit via a fully trackable courier service.
- Submit Tracking Information: Send the valid tracking number to our support email after shipment to facilitate timely warehouse receiving and inspection.
Important Notice: Do not ship items back before obtaining RMA approval. Unidentified or unauthorized parcels will result in prolonged processing cycles.
Out-of-Warranty & Non-Warranty Paid Repairs
Products that have exceeded the 2-year warranty period, or units damaged due to non-warranty factors, are eligible for paid repair services. Non-warranty damage includes physical impact, liquid intrusion, incorrect power supply, improper operation, unauthorized firmware modification, and unofficial disassembly.
- Submit an Out-of-Warranty RMA application to our support team.
- Our technical service center will conduct a full inspection and issue a formal repair quotation covering parts cost and labor cost. Repair work will only commence upon your written confirmation.
- All inbound and outbound shipping fees, as well as diagnostic inspection fees, shall be covered by the customer if the repair quotation is declined.
Exclusions & Non-Covered Scenarios
This return, refund, and warranty policy does not apply to the following scenarios:
- Return requests submitted beyond the valid time limits (15 days for non-defective returns, 30 days for defective returns);
- Products with missing, altered, defaced, or unrecognizable serial numbers (S/N) or warranty seals;
- Damage caused by misuse, unauthorized modification or disassembly, third-party repair, accidental impact, or force majeure events such as fire, flood, and lightning strikes;
- Loss of device configurations or user data during repair or replacement. Users are strongly recommended to back up all configurations and data before returning products for service.
Support & RMA Application Channel
For technical support, pre-sales inquiries, or RMA return and repair applications:
Support Email: support@zowietek.com
Support Portal: Visit the official Zowietek Support Portal to access and submit the official RMA request form.
