30-day return policy
Physical products in new condition—unopened, unused, uninstalled, and in their original product packaging—may be returned within 30 calendar days after confirmed delivery. This standard return-for-refund policy includes change-of-mind returns and defective products that meet these condition requirements. The product and all included parts, accessories, manuals, and packaging must be returned in the condition received. Contact Elite Security Installation LLC for return authorization before sending any product back. The customer pays shipping for a voluntary or change-of-mind return.
There is no restocking fee. Opened, used, or installed products, or products without their original product packaging, are not eligible for a standard return-for-refund. We do not offer change-of-mind exchanges. Warranty replacement is separate from a change-of-mind exchange.
After we receive and inspect an authorized, eligible return under the 30-day policy, we issue a full refund for the returned merchandise to the original payment method. The customer can expect to receive the refund within 10 calendar days after we receive the return. Original expedited, freight, special-handling, or other upgraded delivery charges are not refundable unless the return involves a defective, damaged, incorrect, or nonconforming product or applicable law requires otherwise.
Opened or used physical products with a problem
If a physical product has been opened, used, or installed and has a covered defect, request warranty service rather than a standard refund, even when the problem is reported within the first 30 days. Approved claims are handled under the limited five-year warranty below, with repair or replacement as the ordinary remedy. The 10-day refund-processing period applies to eligible refunds, not to warranty repair or replacement; we confirm service instructions and expected timing when reviewing the claim.
For a product that arrives defective, damaged, incorrect, or otherwise nonconforming, contact us promptly before shipping it back. We will review the issue and provide the appropriate return or warranty instructions. Elite pays authorized standard shipping both ways for approved first-year warranty claims and for returns caused by an incorrect or nonconforming shipment. Opening packaging to inspect a product does not eliminate applicable legal rights, including a refund where required. These rights are not limited by the unopened/unused condition or the 30-day voluntary-return window.
Purchases made before this effective date retain the terms accepted at purchase.
Software and digital-license purchases are final and nonrefundable, whether or not the activation code has been redeemed, except where a refund is required by law. Contact us for assistance with an incorrect, invalid, or undelivered activation code. See Software Licensing & Email Delivery for the software policy effective September 14, 2026, model-specific terms and support. Earlier purchases retain the terms accepted at purchase. The physical-product packaging and postal-return conditions above do not apply to digital licenses.
Custom Cat-6 cable
Made-to-order Cat-6 cable assemblies are final sale and cannot be returned because of an incorrect customer measurement or a change of mind. Customers should confirm every required length before ordering.
This final-sale rule does not apply when a cable is defective or Elite Security Installation LLC made it differently from the accepted order specifications. Contact us promptly so we can evaluate and correct the issue.
Limited Five-Year Warranty
Warrantor and seller: Elite Security Installation LLC d/b/a Elite Security Direct.
Coverage period: Five years from the original purchase date.
What is covered: Defects in materials or workmanship arising under normal, intended use in eligible physical security hardware originally sold directly by Elite Security Installation LLC. The purchase must be verifiable. When the purchase is listed in a signed-in customer's Elite account, that linked order serves as proof of purchase and no receipt upload is required. Any separate manufacturer warranty may provide additional coverage.
What is not covered: Damage or failure caused by accident, misuse, abuse, neglect, improper installation or maintenance, unauthorized alteration or repair, improper power, external events, or operation outside the product's published specifications. Software, cloud services, subscriptions, consumables, and third-party services are governed by their applicable provider terms and are not covered by this hardware warranty.
Our ordinary remedy: For an approved claim, Elite Security Installation LLC will repair or replace the covered product at its discretion. During the first year after the original purchase date, Elite pays authorized standard shipping both ways. During years two through five, the customer pays the cost to ship the product to us after authorization and Elite pays the cost to ship the repaired or replacement product back to the customer. Expedited, unauthorized, special-handling, removal, installation, or onsite-service costs are not included unless Elite agrees otherwise in writing or applicable law requires it.
Implied warranties: This written Limited Warranty does not disclaim implied warranties or other rights that apply under federal or state law. Some products may also include a separate manufacturer warranty. Any manufacturer warranty is provided by the manufacturer under its own terms.
Availability before purchase: The complete terms of this Limited Warranty are linked from product pages, the cart, and checkout so customers can review them before ordering. A printed or accessible alternative copy is available by contacting us.
How to request a return or warranty service
- If the purchase appears under Purchases & Warranty in your account, select that order when requesting service. The linked account order is sufficient proof of purchase.
- If the purchase is not linked to your account, provide the order number or other proof of purchase so we can verify coverage.
- Select the specific purchased product, affected quantity, issue type, and provide a meaningful description of the problem. A serial number and troubleshooting history help us identify the unit and respond faster.
- Add clear photos when the issue is visible—especially damage, connectors, labels, status lights, water intrusion, mounting points, or packaging. Photos are strongly encouraged but are not required unless reasonably necessary to evaluate a particular claim. Do not upload passwords, private surveillance footage, or unrelated personal information.
- Wait for return authorization, an RMA number, and shipping instructions. Products sent without authorization may be delayed or returned to sender.
- For an approved first-year claim, follow the prepaid inbound shipping instructions Elite provides. For an approved claim in years two through five, ship the product to us at your expense using a trackable method. Pack every product securely and retain the tracking record.
Your legal rights
This Limited Warranty gives you specific legal rights, and you may also have other rights that vary by state. Nothing in this policy excludes, modifies, or limits any express or implied warranty or remedy that cannot lawfully be excluded, modified, or limited. Repair or replacement is our ordinary warranty remedy, subject to any additional remedy required by applicable law.
The voluntary return rules above do not limit rights involving defective, damaged, incorrect, or nonconforming goods. Where a term of this policy conflicts with controlling law, the controlling law applies.