Service support

Dear Customer,

 

Thank you for purchasing and using Viscoo products! to make sure you can enjoy our products for a long time, we would like to tell you our after sales and support policy.

 

The warranty term will start once the products are bought. Viscoo standardly offers a warranty term on Viscoo surveillance cameras and DVR/NVR solutions. The warranty term does not include any accessory parts used in combination with our solutions. It could be possible that a longer warranty term applies due to specific product features or due to customer specific appointments which are determined in advance.

 

If a product is out of warranty, it is still possible to return the product for repair. Viscoo will make an offer to repair the product. Additional charges for transport might apply.

 

A product is out of warranty if one of the following factors apply:

  • An error has caused due to customer operation;
  • The product is disassembled, repaired or modified by customer;
  • The product is damaged due to maintenance or storage of the product;
  • Products with incomplete information, such as a missing RMA paper;
  • Other abnormal use (mainly a power supply or power quality issue is the issue) and faults;
  • For irresistible factors (such as: fire, lightning (thunder), earthquake, flood and so on) which cause damage to products;

 

The following replacement treatment applies on our products:

  • Date of purchase is no more than three months ago;
  • The housing doesn’t have any abrasion, scratch, deformation or corrosion symptoms;
  • The body must be kept clean;
  • Any secondary items, on customers request, will not be replaced;

 

The following conditions apply for product returns:

  • Date of purchase is no more than three months ago;
  • When the date of purchase is more than three months ago, then it is not a standard replacement; It will be handled as a special circumstances issue and costs will be charged;
  • The quality of the device itself is not good enough to be normally used;
  • The housing doesn’t have any abrasion, scratch, deformation or corrosion symptoms;
  • Any secondary items, on customers request, will not be replaced;
  • Parts such as lens, bracket, power supply etc. are not in the warranty policy;
  • The final interpretation of this policy, is always owned by the company;


Special instructions:
Please fill in the RMA form in the “products” product information table prior to repair. You can send this RMA paper directly on our website or you can send it by fax to: Fax 075522301011.

Never send products in advance, the RMA has to be authorized by us first!