1. Warranty Period
Reolink offers a 2-year limited warranty on all Reolink branded products.
(1) The warranty period begins on the date of delivery.
(2) Replacement products will be warranted for the remainder of the original warranty or for 90 days from the date of replacement.
(3) This warranty applies only to products purchased through authorized Reolink channels, including Reolink's official online store, authorized agents, distributors, retailers, and offline stores.
(4) For products purchased from third parties, please contact the third party for warranty service.
(5) For products that have reached end-of-life (Product's EOL), Reolink will provide software support, including security updates, for at least 2 additional years from the EOL date.
2. Warranty Exclusions
The warranty does not cover:
(1) Damage caused by misuse, alteration, abuse, or disassembly of the product.
(2) Damage resulting from handling, storage, installation, drops, power outages, or any electrical accidents or mishaps.
(3) Damage caused by the use of non-Reolink batteries.
(4) Damage resulting from extreme temperatures, severe weather conditions, natural disasters, or other force majeure.
(5) Products that have been painted or tampered with.
(6) Products purchased from unauthorized channels, or lost or stolen products.
3. Scope of Warranty
3.1 Refunds
Requests for refunds must meet the following criteria:
(1) Requests are made within 30 days from the date of delivery.
(2) Refunds are only available for purchases made directly through Reolink’s official online store. For purchases made through Reolink authorized agents, distributors, retailers, offline stores, or other third-party channels, please contact the original purchase channel or seller for refunds.
(3) For refunds requested due to personal reasons, you are responsible for the return shipping costs.
(4) For refunds requested due to DOA (Dead on Arrival) or product quality issues, Reolink will bear the return shipping costs.Except International shipping Cost.
(5 )Returns must include all products and accessories and be sent with a trackable shipping method; otherwise, they will not be accepted for refund.
(6) Reolink will process the refund only after receiving the returned items. Any additional costs incurred will be deducted from the refund.
(7) Reolink will not cover international return shipping cost.
3.2 Replacements
Within the warranty period, if a product malfunctions, you may return the original product, and Reolink will supply a replacement or repair.
(1) Replacement units are provided based on availability. If a replacement model with a higher value than the original product is issued, a top-up for the price difference will be required.
(2) Reolink reserves the right to decide whether to replace the product with a new or refurbished unit.
(3) For products purchased from Reolink authorized agents, distributors, retailers, or third-party channels, please contact the original purchase channel or seller for replacements.
(4) For replacement requests due to quality issues made after 30 days of purchase, you are responsible for the return shipping costs to Reolink, while Reolink will cover the shipping costs for the replacement. If the request is made due to personal reasons, you are responsible for both-way shipping costs.
(5) If the product is taken outside the country or region where it was purchased, you will be responsible for both-way shipping costs for the replacement.
(6) Reolink does not cover any taxes, handling fees, customs fees, VAT, or any other charges incurred during the replacement process.
4. Return Process
All RMA (Return Merchandise Authorization) requests for products must be authorized by Reolink technical support. The following outlines the RMA process:
(1) Submit a warranty request here.
(2) Reolink technical support will authorize the RMA after troubleshooting and diagnosis.
(3) If the product issue is confirmed, please email a valid original purchase invoice, showing the purchase date, model, quantity, and seller to our RMA department.
(4) You are required to return the product to the Reolink warehouse at the designated address.
(5) Upon receipt of the returned item, Reolink will process the RMA and arrange shipment of the replacement unit to you.
For more detailed RMA instructions, click here.
Additional Notes:
(1) The warranty request is valid for 90 days from the date of submission. You must confirm the RMA solution and return the product within this period.
(2) Please promptly confirm the warranty solution received via email and upload the necessary documents to ensure quick processing of your return or exchange request.
(3) All returns must be sent with a trackable shipping method. If there is no tracking status and Reolink does not receive the product, Reolink reserves the right to refuse the refund or replacement and will not be responsible for any loss of the returned product.
(4) For DOA (Dead on Arrival) issues, Reolink will arrange courier service to pick up the product for return.
(5) You may personally deliver the return product to the Reolink warehouse.
(6) Before returning the product, please remove the SIM card, microSD card, HDD, or format the storage media in the device. Reolink is not responsible for any data loss resulting from this, and the warehouse will not return these components.
(7) All returned products will be inspected. Incorrectly returned items or personal belongings will not qualify for return or exchange services and will not be sent back by the warehouse.
5. Disclaimer
(1) Reolink does NOT cover any fees from third parties, such as installation fees, disassembly fees, shipping fees, custom fees, VAT, etc.
(2) Reolink is not responsible for any special, incidental, indirect, or consequential damage, including but not limited to data loss, property loss, or loss of profits.
(3) Reolink is not responsible for unauthorized returns. If your return does not meet the return criteria, an additional charge may apply for replacement.
(4) This warranty is governed by and interpreted according to the laws of the country where the Reolink product is purchased. You may have other rights that vary from country to country or region to region.
