Warranty

Warranty Policy

Thank you for choosing ESOE Security. We stand behind the quality of every product we sell. All ESOE products are covered by a comprehensive manufacturer warranty.

🛡️ Warranty Period

All ESOE Security products come with a 2-year (24-month) manufacturer warranty from the date of original purchase. During this period, we will repair or replace any defective product free of charge.

✅ What's Covered

This warranty covers defects in materials and workmanship under normal use, including:

  • Hardware malfunctions (camera, NVR, DVR, power supply, cables included in the kit)
  • Manufacturing defects (dead pixels, sensor failure, PoE port failure)
  • Firmware issues that prevent normal operation
  • Faulty components (IR LEDs, built-in microphones, motors on PTZ cameras)

❌ What's NOT Covered

This warranty does not cover damage resulting from:

  • Physical damage — drops, impacts, crushing, or other man-made damage
  • Water damage from improper installation (e.g., not sealing outdoor cable connections)
  • Power surges — damage caused by lightning strikes or unstable power supply without surge protection
  • Unauthorized modification — opening, disassembling, or modifying the product
  • Third-party repair — service performed by unauthorized technicians
  • Normal wear and tear — cosmetic deterioration (scratches, fading) that does not affect function
  • Accessories — screws, mounting brackets, and other consumable accessories
  • Products without valid proof of purchase (order number or receipt)
  • Products that have been lost or stolen

📋 How to Make a Warranty Claim

If you believe your product is defective, please follow these steps:

  1. Contact us at aisha@esoecctv.com with your order number and a description of the issue
  2. Provide evidence — photos or a short video showing the defect
  3. Our team will respond within 24 hours with troubleshooting steps or a warranty decision
  4. If the product is confirmed defective, we will ask you to return the product for repair or replacement
  5. Once we receive and inspect the product, we will repair or ship a replacement at no cost to you

📦 Shipping Costs for Warranty Claims

Shipping Direction Who Pays
Customer → ESOE (return shipping) Paid by customer
ESOE → Customer (repaired/replacement product) Paid by ESOE (free)

Summary: You are responsible for the cost of shipping the defective product back to us. Once the product is confirmed defective, we will cover the shipping cost to send the repaired or replacement product back to you — free of charge.

🔧 Out-of-Warranty Service

If your product is outside the 24-month warranty period, we still offer paid repair and replacement services at competitive rates. Please contact us for a quote.

📧 Contact Us

For warranty claims or questions:

  • Email: aisha@esoecctv.com
  • Phone: (+86) 134-1707-6604
  • Working Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

ESOE Security — Every Space, Our Eyes. Quality you can trust.