Smartvue Return & Warranty Policy

1.) Warranty Information and RMA Packaging Requirements:


S9M 32, 64

3 Year Limited Warranty


S12E 1, 2, 3, 4, 6, 8, 10

S12F 10, 15, 20, 25, 30

3 Year Limited Warranty


S12K 1, 2

Warranty: Please contact your support specialist for information on warranty.


S12T 4, 8, 12, 16, 20, 24

Warranty: Please contact your support specialist for information on warranty.



S9Q 1, 50, 32

2 Year Limited Warranty


S9R / S12R 6, 12, 24, 36, 72, 96, 144

2 Year Limited Warranty


S9Z 1, 2, 3, 4, 5, 6, 7, 8

2  year Limited Warranty


S9I 16, 32, 64, 128, 256

S12J 1, 50

2  year Limited Warranty



Warranty up from 2012




Warranty up from 2012

Quanmaxx  (


2.) RMA Packaging and Condition Requirements


All returns must be shipped back in original box, packaging and protective plastic sleeves. ORIGINAL FOAM MUST BE IN PLACE. The foam is most important to protect the server as it comes back from the customer,  and so we can ship it back to the manufacturer.


For a full walk-through of the shipping and packaging process for rack servers, click here.


If you do not have the packaging, we will provide you the information where to order the appropriate packaging kit to send it back. Call 1-888-754-4543 ask for shipping department. Packaging costs can be upwards of $60 for the appropriate box and foam. Please make sure you save all of the packaging materials!


3.) Benefits of Advance Replacement


If you would an Advance replacement this will help with less downtime for your physical security necessary to maintain for your business. The process involves a purchase order that need to be created, so we can ship the product out. Once we have received the product that is has the issue we will credit back your account. We do not pay the shipping cost for you to send it in. We pay the shipping cost that comes from our warehouse.


4.) Re-stocking Fee (15%)


A Restocking Fee of 15% if all items within 30 days with receipt and original packaging.  If an item needs to be returned and the customer does not have the original packaging, replacement packaging can be obtained from the vendor at the customer cost by contacting Smartvue at  (888) 754-4543 ask for shipping.  Any items returned without original or replacement packaging can results in Smartvue’s refusal to accept the return. There will be no refund or replacement for orders less than $5,000, unless there is a manufacturer's hardware defect during the warranty period.


5.) Smartvue Return and Advanced Replacement Policy


We will credit back items that are defective out of the box and the customer does not want to replacement the item.


If the customer needs advanced replacement before their return is validated, the customer will need to pay for the equipment via a charge on their credit card.  When the return is received and determined to meet the requirement of being properly packed in original packaging, all parts are in the original condition and still covered under manufacturers warranty, then the amount paid for the advanced replacement will be refund to the customer’s credit card.


For all standard returns found to meet the requirement of being packed properly and all parts are in the original condition and still covered under manufactures

 warranty, Smartvue will repair or replace the equipment or provide a credit for original equipment cost less restocking fee for an upgrade to new technology.


6.) Demo Program and Policy


The new policy is a “Not For Resale” program that gives integrators who qualify the ability to purchase an S12K, S12K or S12E2 for their office to use as their own surveillance system and as a demo for their customers.

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