Warranty and RMA

A.1.0 Scope:


This document addresses return policies applicable to the products that are purchased by authorized distributors of Longse brand and Purchased Directly from Longse USA or Longse Authorized Distributors for repair or return.


Amending this Policy: Longse may choose to amend the Policy, in part or its entirety, at any time, without notice.


A.2.0 Warranty Policy


Longse warrants the Product to be free from defects in workmanship and materials for the Warranty Period. The Warranty does not cover bundled accessories, which were delivered together with the Product such as: cables, bag, mouse etc. If the Product fails during normal and proper use within the Warranty Period, Longse will repair or replace the defective parts of the Product, or the Product itself, with new or reconditioned parts or products that are functionally equivalent or superior to those originally supplied. This Warranty applies only if the Product was newly manufactured on the Date of Purchase and not sold as used, refurbished or manufacturing seconds. Please keep the original purchase invoice and this warranty card for future service request. This Warranty does not include failure caused by improper installation, operation, cleaning or maintenance, accident, damage, misuse, abuse, non-Longse modifications to the product, any software programs, normal wear and tear or any other event, act, default or omission outside Longse’s control.


If the Product is under Warranty, You hereby agree to transfer the ownership of replaced defective parts and such parts shall automatically become the property of Longse.




HD Analog Camera

5 years


5 years

HD IP Camera

5 years


5 years

DIY Kits

5 years

PTZ Cameras

3 years


A.3.0 Return Policy:


A.3.1 Return Policy within 30 Days:


  1.  Within 30 days of purchase, we accept: returns, replace, credit and refund.


  1.  Before return, you must contact our Technical Support Team ([email protected]) or sales representative to obtain an RMA Form first. The RMA form must be filled out and attached to the returning package. Returns without a properly filled RMA Form attached in the packaging will not be accepted.


  1.  All items need to be return in original packaging with all accessories and original product box in a brand-new condition. Failure to do so Longse has the right to make a partial refund or reject your return;


• Pack the Product in safe and stable packaging.

• Use a rigid box with flaps intact

• Remove any labels, hazardous materials indicators, and other previous shipment markings on the box that are no longer applicable

• Wrap all items separately

• Use adequate cushioning material

• Use strong tape designed for shipping

• Do not use string or paper over-wrap

• Use a single address label that has clear, complete delivery and return information


d. If you received a DOA Item (Dead on arrival), Longse might do an Advance Replacement, however we will charger your card on file (if we have it) to send out the advance replacement and once we received the defective item we will refund you back the full amount that was previously charged.


A.3.2 Return Policy after 30 days and less than 90 days:


  1.  All Products can be requested for exchanged, return or a refund after 30 days and less than 90 days. However, Longse have the right to determinate if a return can be issued as well as a refund or an exchange.


  1.  Please contact our Technical Support Team ([email protected]) or sales representative prior to return an item over 30 days of purchased. Failure to do so this might delay or the return request would be denied.


  1.  All Products subject for refund after 30 days there will be a 20% Re-Stocking Fee and returned items must be in a brand-new condition.


A.4.0 Repair Policy:


  1.  All defective items under our warranty period can be repaired or replace (if failed to repair); Before return for Repair, you need to contact our Technical Support Team ([email protected]) or sales representative to get a RMA form which need be filled out and attached with the returned products. If without completely filled out RMA form with the package, Longse have the right to deny to receive it;


  1.  After receiving the returned defective items, Longse will try:

1) Repair them if possible;

2) Refurbished or use new parts to fix the product;

3) If they can’t be fixed, they will be replace by a certified open box product or another item or model equivalent to the original one. 

4) If all of above efforts are failed, we will give a RMB credit for you.


  1.  No-warranty products or the products exceed warranty time can be also repaired by us, there will be a repair expense bill for you. And all the related freight will be borne by the customer.

A.5.0 Freight Involved:


The buyer need pay inbound freight of the returned product and Longse will pay the ground outbound freight of the repaired product to the customer.


A.6.0 Exclusions from this limited Warranty Service:


Longse does not warrant uninterrupted or error-free operation of this Product. The warranty only covers technical hardware issues during the warranty period and in normal use conditions. It does not apply to software issues or customer induced damages or circumstances such as but not limited to:

1) The Product has been tampered with, repaired and/or modified by non-authorized personnel;

2) The serial number of the Product, components or accessories has been altered, cancelled or removed;

3) The warranty seals have been broken or altered;

4) Obsolescence;

5) Damage (accidental or otherwise) to the Product that does not impact the Product’s operation and functions, such as without limitation to rust, change in color, texture or finish, wear and tear, and gradual deterioration;

6) Damage to the Product caused by war, terrorism, fire, accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, and use under abnormal conditions;

7) Damage to the Product caused by improper installation, improper connection or malfunction of a peripheral device such as printer, optical drive, network card, or USB device, etc.;

8) Damage to the Product caused by an external electrical fault or any accident;

9) Damage to the Product resulting from use outside of the operation, storage parameters, or environment detailed in the User’s Manual;

10) Damage to the Product caused by third party software or virus(es); or there is software loss or data loss that may occur during repair or replacement;

11) Unusability due to forgotten or lost security passwords;

12) Unusability of or damage to the Product caused by contamination with hazardous substances, diseases, vermin, or radiation; (m) Fraud, theft, unexplained disappearance, or willful act;

13) Unusability or damage to the Product caused by installing and using the Unlock Device App, which is a utility that will unlock your Product's boot loader but will render the Product's warranty null and void. Except as provided in this warranty and to the maximum extent permitted by law, Longse is not responsible for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or under any other legal theory, including but not limited to loss of use; loss of revenue; loss of actual or anticipated profits (including loss of profits on contracts); loss of the use of money; loss of anticipated savings; loss of business; loss of opportunity; loss of goodwill; loss of reputation; loss of, damage to or corruption of data; or any indirect or consequential loss or damage whatsoever caused including the replacement of equipment and property, any costs of recovering or reproducing any data stored on or used with the Product. The foregoing limitation shall not apply to death or personal injury claims, or any statutory liability for intentional and gross negligent acts and/or omissions by Longse. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages; to the extent such jurisdiction is governing this Warranty the above limitations do not apply to you.


A.7.0 Privacy


You agree and understand that it is necessary for Longse to collect, transfer, and process personal data in order to facilitate the requested service; and that for this purpose Your data may be transferred to and processed in any country where Longse or its affiliated companies maintains offices, which include countries outside of the European Union, the mandatory laws of which do not guarantee a data protection level equivalent to the laws of EU member states. However, Longse will use and protect Your personal data at any time and in any country subject to the Longse Privacy Policy.


A.8.0 Out-of-Warranty cases


Returning the Product to the Longse Repair Center during the warranty period does not automatically mean that it will be repaired free of charge. Upon receiving Your Product, Longse reserves the right to check the validity of Your Warranty and Your request for Warranty service. If the Warranty Period has lapsed or if any of the exclusions apply, Your request will be deemed out of warranty (“OOW”). If Your service request is OOW, a Service Charge List with an offer for repair will be provided to You, which You may accept or reject. If You accept the repair we will provide You with an invoice for the repair labor, spare parts and other costs stated in the Service Charge List. You must pay the invoice within 4 weeks of the invoice’s date of issue. The repair will only be completed after the invoice is settled. To the extent permitted by law, Longse may charge You a diagnostic fee (including transportation costs if any) of up to US$ 100 (or the equivalent in local currency) if Your service request is OOW and you refuse the repair offer; or if Your Product does not require service.


A.9.0 Abandoned Property


After Your Product has been repaired, or if You do not agree to the repair offer, Longse will return your Product via the agreed RMA method. If You do not pick up Your Product, or if delivery is not possible at the address provided by You, Longse will send You a notice at the address You provided when requesting the service. If You still failed to pick up the Product within a period of 90 days from sending the notice, Longse reserves the right to claim damages from you, including the cost of storage; to dispose the product in accordance with the applicable laws and regulations; and any statutory right of lien for unpaid charges.