Refund policy

At TriStar Security, we are committed to providing premium security hardware and support. We understand that project requirements change, and we strive to make the return process as straightforward as possible while maintaining the integrity of our inventory.

1. General Return Guidelines

  • Return Window: You have 14 days from the date of delivery to request a return.
  • Condition: To be eligible for a return, items must be in new, resalable condition. This means they must be:
    • Unused and unmounted.
    • In the original manufacturer’s packaging with all original packing materials.
    • Complete with all accessories, manuals, cables, and unredeemed software licenses.
  • Restocking Fee: All non-defective returns are subject to a 20% restocking fee. This fee covers inspection, testing, and repackaging costs required to verify the product's integrity before it can be resold.

2. How to Initiate a Return

To start a return, please follow these steps:

  1. Request an RMA: Contact our support team at sales@tristarcctv.com with your Order Number and reason for return.
  2. Receive Authorization: If approved, we will provide you with a Return Merchandise Authorization (RMA) number and the specific return shipping address.
    1. Note: Do not send items back without an RMA number. Returns received without prior authorization may be refused.
  3. Ship the Item: Pack the item securely in a shipping box (do not stick labels directly on the product box). You are responsible for return shipping costs unless the return is due to our error.

3. Damaged or Defective Items (DOA)

Please inspect your order immediately upon receipt.

  • Shipping Damage: If a package arrives visibly damaged, please refuse the shipment or note the damage with the carrier immediately and contact us.
  • Defective Products: If an item is defective out of the box (Dead on Arrival), contact us at sales@tristarcctv.com within 48 hours. We will evaluate the issue and, if deemed defective, provide a prepaid return label for a replacement or refund.

4. Non-Returnable Items

Due to the nature of security equipment, the following items are final sale and cannot be returned:

  • Software licenses and electronic downloads.
  • Hard drives that have been opened or installed.
  • Custom-order products or special-order items not standard in our catalog.
  • Cut-to-length cable or wire.
  • Products with cut wires or modified housing.
  • Clearance or "Open Box" sale items.

5. Refunds & Processing

Once your return is received and inspected by our warehouse team:

  • We will notify you via email regarding the approval or rejection of your refund.
  • If approved, the refund (less the shipping and restocking fees) will be processed to your original method of payment.
  • Please allow 10 business days for the refund to appear on your bank or credit card statement.

Questions? If you have any questions regarding a specific product's eligibility for return, please contact us at sales@tristarcctv.com before placing your order.