Eligibility We accept returns on new, uninstalled, and unmodified items within 30 days of the delivery date. To be eligible for return, items must be in original, resalable condition in their original packaging with all included materials. Items that have been installed, programmed, tested, or otherwise used are not eligible for return regardless of condition. Items that have been opened but remain in unused, unmodified condition in their original packaging may be eligible for return subject to our restocking fee and photo verification requirements.
RMA Requirement All returns require a Return Merchandise Authorization (RMA) number issued by our staff before the item is shipped back. RMA requests must be submitted through the return request form on our Contact Us page. Do not return an item until an RMA number and return instructions have been provided.
Returns received without a valid RMA number will be refused and returned to the sender at the customer’s expense.
Photos and Supporting Documentation We may require clear photographs of the item, packaging, product labels, serial numbers, damage, or other relevant details before approving an RMA. If requested documentation is not provided, the return request may be placed on hold or denied.
Restocking Fee A restocking fee of 20%-25% will be applied to all approved returns. The exact fee is determined based on product type, original packaging condition, and resale eligibility. For exchanges involving like-for-like items returned in original condition, a reduced restocking fee may apply. Original outbound shipping costs are non-refundable under any circumstances.
Return Shipping Return shipping is the customer's responsibility. We recommend using a carrier with tracking, insurance and signature confirmation. We are not liable for returns lost or damaged in transit.
Non-Returnable Items The following items are not eligible for return under any circumstances: keys of any type, overhead door springs, items with broken security seals (including all DoorBird products once the security seal has been broken), items that have been programmed or installed, special-order or custom-configured products, and any item explicitly marked as non-returnable on its product page.
Chargebacks and Disputes Initiating a payment dispute or chargeback without first completing our return process constitutes a breach of this agreement. We reserve the right to contest any chargeback with documentation of this policy, order confirmation, delivery confirmation, and all prior communications.
Our Right to Deny We reserve the right to deny any return or exchange that does not meet the conditions stated in this policy.