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 prior to shipping the item back. RMA requests must be submitted by contacting us directly at sales@elitegates.net or by phone during business hours. We do not accept or process return requests submitted via automated means, third-party services, or browser-based tools. Returns received without a valid RMA number will be refused and returned to sender at the customer's expense.
Photo Verification Before an RMA is issued, we require clear photographs of the item, its packaging, and any identifying labels including serial numbers. This documentation is required for all returns and is a condition of RMA approval. Failure to provide requested photos will result in the RMA request being 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 at our sole discretion 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 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. Decisions are final.