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Please keep in mind that we do not give a refund/exchange if you simply change your mind or make a wrong decision. You can choose between a refund or an exchange where goods are defective/faulty, don’t do what it is supposed to do, or are different from the product purchased on the website.


If you opt for a refund, Surveillance Master will issue you a refund in the form of a coupon.


Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange, unless noted in our exceptions. Your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We will cover the cost of freight of returned items where the mistake has been ours.


Please do not send your purchase back to the manufacturer.

If your order arrives damaged in any way, please email us as soon as possible at with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you are unable to find an answer or solution to your issue, please contact us at




To process a refund or exchange, you will need to provide the following:


  • The original invoice from your purchase.
  • The original payment method.
  • Original packaging, with all items & accessories included (if available)
  • Your name, address, and contact information (email or phone number). Further information may be requested to confirm this information.



Products that are received by the Surveillance Master in any of the following conditions are not eligible for return and may be rejected:


  • Goods with obvious signs of use.
  • Any item not in its original condition, damaged or missing parts for reasons not due to our error.
  • Any item with an unreadable and(or) missing serial number or manufacturer part number and warranty label.
  • Any item which appears altered or customized in any way.
  • Any item that is returned without all original packaging and accessories, including the cables, manuals, etc.
  • Any item that is returned more than 7 days after delivery.


non-returnable items:


  • Downloadable software products.
  • Sale items. Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded, unless defective.
  • Custom/special order products.
  • Services such as programming fees.
  • Shipping charges: unfortunately, we cannot refund shipping charges.





Returning a kit item

Kit items are items that came as a combo with another item. Item sold as a part of a kit may be returned individually for replacement only if the product is defective.


Returning a defective item

Unlike other products, defective products can be returned within 30 days. We will cover the cost of freight for returned defective items. It may be refunded or exchanged at Surveillance Master's discretion unless otherwise required by law.


Custom/special order products

Unfortunately, special order products are not eligible for return.




We do not allow exchanges for different items. If you need to exchange it for the same item, send us an email at





1. Questions and troubleshooting

Our staff will correspond with you to determine the cause of the problem and suggest appropriate troubleshooting solutions. In many circumstances, claims can be handled through correspondence rather than returning the goods.


2. Procedure

Your item may have to be returned if necessary.

To return or exchange your product, you need to contact us first either by email or phone.

If it is eligible for return, you will receive an email from us with information on how to get the item back to us, which may include a shipping label.


3. Pack your items

The items remain in your care before it gets back to us. Please ensure that utmost care is taken when preparing the item to be returned to us. The product must be properly packaged to prevent shipping damage. Pack everything up in the original box and attach your printed return label to the box.

Any damage caused by mishandling, improper packaging, or improper installation will result in your return being denied and the product being returned to you.


4. Ship the item back to us

If your item is diagnosed as defective/faulty, Surveillance Master will cover the shipping costs.


5. Assessment

Once your return is received, our technicians will inspect it or send it to the manufacturer. We will do our best to complete all assessments of your product as quickly as possible. The assessment could take up to 90 business days.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund/exchange.


6. Refund or exchange after approval


A. Refund

If you are approved, then your refund will be processed, and we will generate a coupon as a credit for your next purchase.

The faulty products will become the property of the Surveillance Master


Late or missing refunds

May take some time before your refund is officially posted.

If you still have not received your refund after 14 business days, please contact us at

Please keep in mind that there is often some processing time before a refund is posted.



B. Exchange

1. Repair or Replacement

We will repair your products where possible. We may replace the product if necessary. You may be eligible for a refund or exchange depending on the nature of the defect/fault. You can contact us at for more information.


2. Product delivery

We strive to complete the return as soon as possible and many will be resolved within a week. Return shipping times are approximate and may vary from location to location.

We reserve the right, at our sole discretion, to deliver the repaired item to you or to provide you with a replacement if necessary.



Please Note:


  • Surveillance Master Reserves the right to withhold any refunds if your original item has not reached us.
  • Surveillance Master will not accept returns without prior notification and authorization.
  • Ensure that the refund details given are correct.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.