Start with proof
Prepare order number, model or SKU, product label photo, symptom photos or video, wiring context, package condition, and troubleshooting steps already attempted.
Warranty
Get warranty help with the right evidence ready.
A clear support case moves faster when the model, label, symptom, wiring, and troubleshooting history are easy to check.
Wait for the return path
Contact support before sending anything back. We confirm the correct return route after the case details are reviewed.
Match the replacement
Replacement decisions depend on diagnosis, model match, available route, and whether the issue fits the support terms.
What needs extra review
Installation damage, misuse, operation outside product ratings, unauthorized modification, incompatible accessories, consumable wear, or physical damage may not be treated as standard warranty defects.
Setup issues are checked first
Many no-video, offline, app, or night-vision issues come from cable, port, power, network, configuration, or scene conditions instead of a failed device.
Trade and project cases
Installers, resellers, and private-label buyers should include project name, SKU list, quantity, destination, documents needed, and batch context.