Refund policy

NSI Security — A Division of NSI Surveillance Inc.

Last updated: July 18, 2026

NSI Security is committed to providing high-quality security, surveillance, networking, and technology products. If you need to return an eligible product, please review this Return & Refund Policy before requesting a Return Merchandise Authorization (RMA).

Return Window

Return requests must be submitted within 30 calendar days of the original delivery date.

All returns require a valid Return Merchandise Authorization (RMA) issued by NSI Security before any merchandise is returned.

Returns received without an authorized RMA may be refused and returned to the sender.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • The return request is submitted within 30 calendar days of delivery.
  • The product is unused, uninstalled, and in its original resalable condition.
  • The original manufacturer packaging is included and has not been excessively damaged.
  • All original accessories, manuals, mounting hardware, cables, software, parts, and documentation are included.
  • The product has not been installed, modified, programmed, configured, activated, registered, or otherwise altered.
  • A valid RMA number has been issued before the product is shipped back.

Failure to meet these requirements may result in the return being refused or subject to additional fees.

Return Merchandise Authorization (RMA)

Before returning any merchandise, customers must contact NSI Security and obtain an authorized RMA number.

The RMA number must be clearly marked on the outside of the return shipping carton. Do not place shipping labels, tape, writing, or the RMA number directly on the original manufacturer product box.

Unauthorized returns may be refused and returned to the customer at the customer’s expense.

Inspection Upon Delivery

Customers are responsible for inspecting all shipments immediately upon delivery.

Shipping damage, missing items, incorrect products, shortages, or visible package damage must be reported to NSI Security within 5 business days of delivery.

Failure to report a shipping issue within this period may affect our ability to file a carrier claim, arrange a replacement, or provide other assistance.

Please retain the shipping carton, packaging materials, shipping label, product box, and all contents until the claim has been reviewed.

Defective or Dead-on-Arrival Products

If you believe a product is defective or dead on arrival (DOA), please contact NSI Security promptly.

NSI Security reserves the right to perform reasonable troubleshooting, request photographs or diagnostic information, and verify the reported condition before authorizing a replacement, repair, return, or warranty service.

Depending on the product and applicable manufacturer policy, the product may be:

  • Replaced;
  • Repaired;
  • Serviced under the manufacturer’s warranty; or
  • Referred directly to the manufacturer or an authorized service provider.

A product reported as defective is not automatically eligible for a refund. Manufacturer troubleshooting, repair, or replacement procedures may apply.

Non-Returnable Items

The following products and circumstances are not eligible for return:

  • Products that have been installed, mounted, used, programmed, configured, activated, registered, modified, or altered;
  • Products showing signs of physical damage, misuse, abuse, neglect, tampering, improper handling, or unauthorized repair;
  • Special-order, custom-configured, custom-built, or non-stock products;
  • Software, downloadable products, digital licenses, subscriptions, activation codes, and license keys;
  • Products with missing packaging, accessories, manuals, cables, mounting hardware, parts, or documentation;
  • Products returned without an authorized RMA number;
  • Products returned after the applicable 30-day return period;
  • Products with removed, altered, damaged, missing, or mismatched serial numbers or identification labels;
  • Clearance, discontinued, closeout, or final-sale products, unless otherwise required by applicable law; and
  • Any product otherwise identified as non-returnable at the time of purchase.

Restocking Fees

Approved returns may be subject to a restocking fee of up to 20% of the product purchase price.

The applicable restocking fee may be based on factors including:

  • The condition of the returned product;
  • The condition of the original manufacturer packaging;
  • Missing accessories, components, manuals, or documentation;
  • The reason for the return;
  • Manufacturer or supplier return requirements; and
  • The results of our inspection and testing.

Any applicable restocking fee or other authorized deduction will be deducted from the approved refund or store credit.

Serial Number Verification

To protect our customers, verify product authenticity, and prevent return fraud, NSI Security records product serial numbers and other identifying information before shipment.

Returned merchandise must match the product and serial number originally supplied with the applicable order.

A return may be refused and returned to the customer without credit if the product contains a serial number or identification label that is:

  • Missing;
  • Removed;
  • Altered;
  • Damaged or unreadable;
  • Mismatched with the original order; or
  • Otherwise inconsistent with NSI Security’s shipment records.

Return Packaging and Shipping

Unless the return is the result of an error by NSI Security or otherwise approved by us in writing, the customer is responsible for all return shipping costs.

Customers are responsible for:

  • Packaging the product securely inside an appropriate outer shipping carton;
  • Protecting the original manufacturer packaging from shipping labels, tape, writing, and damage;
  • Using a trackable shipping service;
  • Purchasing adequate shipping insurance when appropriate; and
  • Ensuring the return is delivered to the authorized return address.

NSI Security is not responsible for returned products that are lost, misdirected, stolen, or damaged during return transit.

Collect-on-delivery (COD) shipments and unauthorized freight charges will not be accepted.

Refund Processing

Returned merchandise must be received, inspected, tested when necessary, and approved before a refund, exchange, or store credit is issued.

Approved refunds are generally processed within 5–10 business days after inspection and approval.

Refunds will normally be issued to the original payment method. The time required for a refund to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.

Original shipping, handling, expedited delivery, insurance, payment processing, and related charges are non-refundable unless the return resulted from an error by NSI Security or otherwise required by applicable law.

Warranty Information

Unless expressly stated otherwise, product warranty coverage is provided by the original manufacturer and is subject to the manufacturer’s applicable terms, conditions, exclusions, and procedures.

NSI Security may assist customers with eligible manufacturer warranty claims; however, NSI Security does not manufacture the products we sell and cannot modify, extend, replace, or override a manufacturer’s warranty.

Warranty coverage generally does not include damage or failure caused by:

  • Improper installation, mounting, wiring, programming, or configuration;
  • Use outside the manufacturer’s specifications or intended application;
  • Power surges, voltage irregularities, lightning, or inadequate power protection;
  • Water intrusion, moisture, corrosion, heat, cold, dust, or other environmental conditions;
  • Accident, physical damage, abuse, neglect, vandalism, pests, or animal damage;
  • Unauthorized repair, alteration, modification, or disassembly;
  • Incompatible third-party hardware, software, firmware, accessories, or network environments; or
  • Failure to follow manufacturer installation, maintenance, or operating instructions.

Product Compatibility

Customers are responsible for reviewing product specifications and verifying compatibility before placing an order.

Compatibility with existing systems, third-party recorders, cameras, software, firmware, applications, networks, accessories, or other equipment is not guaranteed unless specifically confirmed by NSI Security in writing.

Third-party security and surveillance compatibility may be affected by factors including ONVIF profile support, firmware version, codec support, camera resolution, frame rate, stream settings, network configuration, and recorder capabilities.

Products returned due to compatibility issues, unsupported configurations, changed requirements, or customer ordering errors may be subject to the eligibility requirements and restocking fees stated in this policy.

Please contact NSI Security before ordering if you require assistance reviewing product compatibility.

No Installation Services

NSI Security is a Professional Security, Surveillance & Networking Technology Distributor.

NSI Security does not perform installation services. Unless expressly agreed to in a separate written agreement, we also do not provide on-site labor, product removal, system commissioning, programming, configuration, or system integration services.

Product support, troubleshooting assistance, or general technical guidance does not constitute installation work and does not create responsibility for the customer’s system design, installation, configuration, performance, or legal compliance.

Limitation of Liability

To the fullest extent permitted by applicable law, NSI Security shall not be responsible for costs, losses, or damages related to:

  • Installation or removal labor;
  • Programming, configuration, commissioning, or system integration;
  • Electrician, technician, contractor, or other third-party service charges;
  • Travel, lodging, equipment rental, lift rental, or site-access expenses;
  • Business interruption or operational downtime;
  • Loss, corruption, or recovery of data or recordings;
  • Missed events, unavailable footage, or insufficient recording retention;
  • Loss of revenue, profits, contracts, customers, or business opportunities; or
  • Indirect, incidental, special, exemplary, punitive, or consequential damages arising from the purchase, installation, configuration, use, failure, or inability to use a product.

Reservation of Rights

NSI Security reserves the right to inspect and test all returned merchandise before approving a refund, replacement, exchange, or store credit.

We reserve the right to refuse any return that:

  • Does not comply with this Return & Refund Policy;
  • Was not authorized through the RMA process;
  • Shows evidence of installation, use, damage, misuse, tampering, modification, or unauthorized repair;
  • Is incomplete or missing original packaging, parts, or accessories;
  • Contains an altered, missing, removed, damaged, or mismatched serial number;
  • Does not match the product originally shipped; or
  • Violates applicable manufacturer or supplier return requirements.

Contact Us

If you have questions regarding this Return & Refund Policy or require assistance with an order, warranty claim, Return Merchandise Authorization (RMA), or general product inquiry, please contact NSI Security.

NSI Security
A Division of NSI Surveillance Inc.

Customer Support: (856) 317-0600

For your convenience, you may also submit your request through our Contact Us page. Simply complete the online contact form, and a member of our Customer Support team will respond as soon as possible.

Business Hours:
Monday–Friday: 9:00 AM–6:00 PM Eastern Time

Please have your order number or product serial number available when contacting us to help us assist you more efficiently.