2-Year Equipment Warranty. Lifetime Technical Support.

Eligible main equipment includes a 24-month limited hardware warranty from customer receipt, plus ongoing remote technical guidance.

Start a warranty request Prepare the case record

Policy record / coverage

A clear baseline for project equipment

The limited warranty covers defects in materials or workmanship during normal storage, installation and use. Nexpro may provide technical guidance, parts, repair, replacement with a comparable new or refurbished unit, or another written remedy after diagnosis.

Controlling record

The approved quotation, PI, contract and RMA record define the exact model, term, remedy and cost allocation.

Standard hardware term

24months

Starts

When the customer receives the goods

Eligible buyer: Original B2B purchaser or an approved project, distributor or integrator contact.
Covered condition: Manufacturing defect under the confirmed operating, installation and environmental conditions.
Replacement term: Continues for the remaining original warranty period unless another term is confirmed in writing.

Coverage by equipment type
Scope	Examples	Term	How it is controlled
Eligible main equipment	Cameras, recorders, controllers, displays, access devices, UPS units and rack PDU electronics	24 months	Standard limited hardware warranty from customer receipt, unless the written order terms say otherwise.
OEM, project-specific and special-order equipment	Private-label products, approved project configurations and discounted samples	Written order term	The quotation, proforma invoice or sales agreement controls.
Batteries, storage media, adapters and accessories	UPS batteries, hard drives, memory cards, power adapters, brackets, remotes and spare accessories	Model-specific	Coverage follows the confirmed model, supplier and quotation record.
Cables, connectors, consumables and wear parts	Bulk cable, connectors, packaging consumables and mechanical wear components	Written order term	These items do not automatically receive the 24-month main-equipment term.

CCTV systems Video wall Gate barrier UPS power Smart lock Rack PDU Cables & connectivity

Report damage and DOA before the evidence becomes unclear

Transit damage and original functional failure are separate case types. Use the correct window and preserve the original packaging, labels and delivery records.

Transit / shipping damage

Visible damage, impact or shortage

1. At delivery
Inspect the outer packaging, quantity, container seal and visible condition before signing. Record any damage or shortage on the carrier receipt.
2. Within 72 hours
Send time-stamped photos or video, the abnormal delivery receipt, carton labels, packing condition and affected quantity.
3. Within 7 calendar days
Submit the complete written transit-damage claim. Carrier or insurance deadlines may be shorter and still apply.

Large or containerized equipment: check the seal and outer packing before unloading. Apparent damage discovered only after installation may not be accepted as transit damage.

DOA / dead on arrival

Original functional failure

15calendar days from receipt

Report the functional failure within 15 calendar days after customer receipt.
Provide the model, serial number, batch number and affected quantity.
Provide a fault-demonstration video and the installation, wiring and power conditions.
Complete reasonable remote checks requested by the Nexpro technical team.
The fault must be unrelated to shipping damage, water, impact, incorrect installation or misuse.

After 15 days, an eligible fault can still be reviewed under the standard warranty, but it is no longer classified as DOA.

RMA case route

Diagnose first. Return only what is authorized.

A complete case record reduces repeated questions, unnecessary international freight and avoidable downtime.

01
Open the case
Contact Nexpro before sending any equipment. Quote the order, PI or commercial invoice number.
02
Submit the evidence
Send the product identity, fault record, site conditions, photos, video, logs and checks already completed.
03
Complete remote diagnosis
We first confirm configuration, power, cabling, firmware and third-party conditions that may be resolved without a return.
04
Receive written RMA instructions
The authorization states the approved quantity, case number, return address, packing method, freight route and customs documents.
05
Inspect and resolve
After technical review, the written outcome may be guidance, parts, repair, replacement, no-fault-found return or another agreed remedy.

Process illustration of powered equipment aging and visual QC inspection in a controlled electronics area — Process illustration. The actual inspection method and evidence depend on the model and reported failure.

BOM and BOQ review workflow for security equipment project supply and export packing — Use the order record, product identity and fault evidence to keep the technical review tied to the supplied equipment.

RMA evidence checklist

Send one complete case packet

Keep original packaging until the case route is confirmed. Back up data, remove account binding and tell us if the device contains project credentials.

Order, PI or commercial invoice number
Product model, serial number and batch number
Affected quantity and date the goods were received
Clear fault description and when it occurs
Installation environment, wiring or system topology
Input power, voltage and connected equipment
Firmware or software version when relevant
Time-stamped photos, fault video, logs and completed checks

Contact the support team

Non-quality returns require written approval

Restocking covers receiving inspection, testing, cleaning, relabeling, packaging and inventory-value loss. It is separate from international freight, clearance, duty, storage and demurrage.

Restocking fees for approved non-quality returns
Return condition	Restocking fee	Requirements
Unopened standard product	15%	Original packaging is complete and the product can return to normal sale after receiving inspection.
Opened standard product	25%	Requires full functional testing, cleaning, relabeling, repacking or inventory-value adjustment.
Custom or project-configured product	Normally non-returnable	If Nexpro grants a written exception, the restocking fee starts at 30% of the returned product value.

Buyer-paid return costs

For non-quality returns, the buyer pays round-trip freight, destination and China clearance, storage, port and demurrage costs. Restocking is charged separately.

No self-directed return

Goods sent without written approval may be refused or held at the buyer's cost. Use only the approved address, declaration and transport route.

Freight and customs follow the approved case route

The RMA authorization records the payer, transport level, forwarder, customs declaration and settlement method before goods move.

Warranty return freight

The buyer normally prepays approved inbound freight or uses a Nexpro-designated forwarder. After a covered defect is confirmed, standard approved freight can be refunded or credited against an order.

Unapproved express, dedicated vehicle or premium-service differences remain with the buyer.

Return-to-China customs

Goods returned within one year of export, in original condition, because of quality or specification issues may qualify for relief from import duty and import-stage taxes after China Customs confirms the documents and conditions.

Eligibility is not guaranteed. Keep the goods, labels and export identity unchanged and follow the approved declaration.

Regulatory reference: Article 49, GACC Order No. 272

Replacement shipment

For a confirmed covered defect, Nexpro bears the transport level equivalent to the original Incoterm. The buyer pays the difference when requesting air, courier or another faster method.

CIF / CIP: comparable international transport and insurance to the original named port or destination.
FOB / FCA: costs to the original named delivery point; the international segment follows the original commercial allocation.

A serious batch issue or written exception may receive a different freight arrangement.

Tax and clearance costs follow the cause

Nexpro responsibility: normal China-side customs agency and port handling for an approved qualifying quality return, plus additional cost directly caused by missing or late seller documents required by the approved route.

Buyer responsibility: cost caused by late return, disassembly, modification, incorrect declaration or departure from the written RMA instructions.

Technical support continues after the hardware term

For the supported service life of Nexpro-supplied equipment, our team can continue reasonable remote guidance. Chargeable work is quoted before execution.

Included guidance

Installation and configuration guidance
Remote fault isolation and troubleshooting
Firmware and document identification
Replacement-model and compatibility guidance
Batch-case coordination for distributors and integrators

It does not mean

A longer or renewed hardware warranty
Free onsite labor, travel or equipment removal
Free freight, spare parts or replacement equipment after warranty
Data recovery, third-party platform support or custom redesign
Guaranteed repairability or compatibility after product discontinuation

Warranty exclusions

These conditions fall outside the limited hardware warranty unless a written order term expressly says otherwise. Paid assistance may still be available.

Incorrect installation, wiring, grounding, power supply or system design
Lightning, surge, unstable power, fire, flood or other external events
Use outside the stated temperature, humidity, ingress or operating limits
Impact, crushing, corrosion, liquid ingress, pests or foreign objects
Unauthorized opening, repair, relocation, firmware or physical modification
Missing, altered or unreadable serial numbers and identification labels
Normal wear, consumables, cosmetic damage or expected battery degradation
Third-party software, cloud service, network, platform or compatibility changes

Policy FAQ

Answers procurement teams can forward internally

Use the written RMA authorization when a case-specific instruction differs from this general page.

When does the 2-year warranty start?

The standard 24-month period starts on the date the customer receives the goods, supported by delivery records. If a quotation, proforma invoice or sales agreement contains a different project-specific term, that written term takes priority.

Which products receive the standard 24-month warranty?

The standard term applies to eligible main electronic equipment supplied by Nexpro. Batteries, storage media, adapters, accessories, cables, consumables and mechanical wear parts follow the model-specific or order-specific term confirmed in writing.

What does lifetime technical support include?

For the supported service life of a Nexpro-supplied product, we provide reasonable remote guidance for installation, configuration, troubleshooting, document or firmware identification and replacement-model matching. It does not extend the hardware warranty or include free onsite labor, freight, parts, data recovery or custom system redesign.

Can I return equipment without an RMA number?

No. Contact Nexpro first and wait for written authorization. Unapproved returns may be refused, delayed or held at the sender's cost because the receiving address, customs method and inspection plan have not been confirmed.

How is a DOA case different from a normal warranty case?

A DOA case is an original functional failure reported within 15 calendar days after customer receipt and confirmed after remote checks. A fault reported later can still be reviewed under the normal warranty, but it is not handled as DOA.

Who pays warranty return freight?

The buyer normally prepays the approved inbound freight or uses a Nexpro-designated forwarder. After a covered manufacturing defect is confirmed, the approved standard freight can be reimbursed, refunded or credited against an order. Any unapproved premium-service difference remains with the buyer.

Does replacement equipment receive a new 2-year warranty?

Unless otherwise confirmed in writing, repaired or replacement equipment continues for the remaining warranty period of the original unit and does not restart a new 24-month term.

Can standard products be returned for a non-quality reason?

Only after written approval. Eligible unopened standard products carry a 15% restocking fee; opened products requiring inspection or repacking carry 25%. Custom or project-configured products are normally non-returnable, and an approved exception starts at 30%.

What support is available after the warranty expires?

Remote troubleshooting and replacement-model guidance can continue during the supported service life. Chargeable parts, repair, replacement equipment, freight and special engineering work are quoted and approved before work begins.

How are international customs charges handled?

The RMA authorization defines the declaration route and required documents. A qualifying return to China may receive duty and import-tax treatment under applicable customs rules, subject to customs confirmation. Costs caused by the party's delay, modification, incorrect declaration or missing documents are allocated to that party.

Effective 15 July 2026

Have the order and fault evidence ready?

Contact Nexpro before returning equipment. We will confirm the case type, documents, freight route and next technical action in writing.

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Related Policy Pages

Review related policy and order-reference pages before submitting project or OEM/ODM information.