Warranty & RMA Policy

1. Scope of This Policy

This policy covers:

• Product warranty
• Defective product claims
• Incorrect or missing products
• Return Merchandise Authorization, also known as RMA
• Product repair and replacement
• OEM and ODM products
• Non-quality-related return requests
• Return shipping responsibilities

This policy does not provide a general right to return products without a valid reason.

All returns, repairs, replacements, credits, or refunds require prior written approval from YGH Tech.

2. Order-Specific Terms

The specifications, quantities, prices, payment terms, delivery terms, warranty conditions, and other requirements confirmed in the following documents form part of the applicable order:

• Official quotation
• Proforma invoice
• Purchase order accepted by YGH Tech
• Product specification confirmation
• Sample approval
• OEM or ODM confirmation
• Sales contract
• Written email or message confirmation accepted by both parties

If there is any conflict between this website policy and the terms confirmed for a specific order, the quotation, proforma invoice, sales contract, or other written order confirmation shall prevail.

3. Limited Warranty Period

Unless otherwise stated in the quotation, proforma invoice, sales contract, or product documentation, standard YGH Tech products are covered by a two-year limited warranty from the date of shipment.

The warranty period for special products, customized products, accessories, batteries, storage devices, consumable parts, or third-party components may be different and will be confirmed separately.

The buyer must provide valid order information when requesting warranty service.

4. What the Limited Warranty Covers

During the applicable warranty period, YGH Tech will provide warranty support for confirmed manufacturing defects or product failures that occur under normal use and proper installation.

Covered issues may include confirmed defects involving:

• Camera image output
• Network connection
• PTZ pan and tilt functions
• Optical zoom functions
• Infrared or white-light illumination
• Audio functions
• Storage functions
• Power input
• Internal electronic components
• Other functions stated in the confirmed product specifications

Warranty coverage applies only to functions and specifications that were confirmed for the purchased product.

A function not listed in the product specifications, quotation, sample confirmation, or sales agreement will not be considered a missing or defective function.

5. Product Inspection After Delivery

The buyer should inspect the shipment promptly after delivery.

The inspection should include:

• Outer carton condition
• Product quantity
• Product model
• Product configuration
• Accessories
• Visible physical damage
• Basic power-on testing
• Major functional testing

Any visible shipping damage, quantity shortage, incorrect model, or missing accessory should be reported as soon as reasonably possible after delivery.

The buyer should provide:

• Order number or proforma invoice number
• Product model
• Quantity affected
• Photos of the outer cartons
• Photos of the shipping labels
• Photos or videos showing the issue
• Packing list
• Serial numbers, when available

Claims submitted after products have been installed, resold, modified, or distributed may require additional investigation.

6. Shipping Damage

Damage caused during international or domestic transportation must be documented immediately after delivery.

If the shipment shows visible external damage, the buyer should:

• Take clear photos and videos before opening the cartons.
• Record the condition of the outer packaging.
• Check the quantity and condition of the products.
• Retain the original packaging.
• Report the issue to the carrier and YGH Tech.
• Obtain a damage record from the carrier when possible.

Responsibility for transportation damage will be determined according to:

• The agreed Incoterm
• The shipping method
• The party that arranged transportation
• Insurance coverage
• Carrier inspection results
• The terms confirmed for the order

YGH Tech cannot guarantee approval of a transportation claim if the buyer does not provide sufficient evidence or fails to report visible damage within the carrier’s claim period.

7. Incorrect Products or Quantity Shortage

If YGH Tech ships an incorrect product, incorrect configuration, or incorrect quantity, the buyer must provide reasonable evidence for verification.

After confirmation, YGH Tech may provide an appropriate solution, which may include:

• Shipping the missing products
• Shipping replacement products
• Providing replacement parts
• Correcting the configuration
• Issuing an account credit
• Providing another solution agreed by both parties

The buyer must not dispose of, modify, resell, or return the affected products without written instructions from YGH Tech.

8. Defective-on-Arrival Products

A defective-on-arrival product is a product that cannot perform its essential confirmed functions when first installed and tested correctly.

Before the product is classified as defective, YGH Tech may request the buyer to complete basic troubleshooting, including:

• Checking the power supply
• Checking the network cable
• Checking the NVR or switch connection
• Resetting the device
• Checking the firmware version
• Testing the product separately
• Testing with another compatible power supply or network environment
• Providing remote access when appropriate and secure
• Providing photos, videos, logs, or test results

A product will not automatically be classified as defective solely because it is incompatible with an unconfirmed third-party device, software platform, mobile network, SIM card, NVR, VMS, or application.

9. RMA Authorization

Products must not be returned without prior written authorization from YGH Tech.

Before returning a product, the buyer must request an RMA and provide:

• Company name
• Contact person
• Order or invoice number
• Product model
• Serial number
• Quantity
• Detailed problem description
• Installation environment
• Photos and videos
• Troubleshooting steps already completed
• Firmware version, when relevant
• NVR, software, or platform information, when relevant

After reviewing the information, YGH Tech may issue:

• Troubleshooting instructions
• Firmware or configuration support
• Spare-parts instructions
• Repair approval
• Replacement approval
• An RMA number
• A return address
• Other written instructions

Products returned without authorization may be refused, delayed, or returned to the buyer at the buyer’s expense.

10. Remote Technical Diagnosis

Remote diagnosis is normally the first step in the warranty process.

The buyer agrees to provide reasonable cooperation so that YGH Tech can determine whether the problem is caused by:

• Product hardware
• Firmware
• Network configuration
• Power supply
• Installation
• Third-party compatibility
• Environmental conditions
• Incorrect operation
• Physical damage
• Another external factor

Remote diagnosis may include:

• Photos and videos
• Device screenshots
• Configuration files
• Error logs
• Firmware information
• Network information
• Remote software support
• Testing instructions

The buyer is responsible for protecting passwords, account information, recordings, and other confidential data before providing remote access.

11. Available Warranty Solutions

After verifying the issue, YGH Tech will determine an appropriate solution based on the nature of the defect, product condition, available parts, order circumstances, and shipping feasibility.

Available solutions may include:

• Remote technical support
• Firmware update
• Configuration adjustment
• Replacement components
• Spare parts
• Product repair
• Product replacement
• Credit toward a future order
• Partial refund
• Full refund
• Another solution agreed in writing

A refund is not the automatic or exclusive remedy for every product issue.

YGH Tech may choose repair, replacement parts, replacement products, or another commercially reasonable solution when appropriate.

12. Replacement Parts

For certain technical issues, YGH Tech may provide replacement parts instead of requesting the return of the complete product.

Replacement parts may include:

• Camera boards
• Power modules
• IR or white-light boards
• Cables
• Connectors
• Antennas
• Brackets
• Accessories
• Other replaceable components

Replacement parts must be installed by qualified personnel.

YGH Tech is not responsible for additional damage caused by incorrect disassembly, repair, wiring, soldering, installation, or modification performed by unauthorized or unqualified personnel.

13. Product Repair

When repair is approved, the buyer must return the product according to the RMA instructions.

The returned product should include:

• The approved product
• The correct serial number
• A copy of the RMA information
• A description of the issue
• Required accessories, when requested
• Adequate protective packaging

The buyer should not include unnecessary accessories unless requested.

YGH Tech will inspect and test the returned product. The repair time will depend on:

• The product model
• The nature of the issue
• Spare-parts availability
• Testing requirements
• The quantity returned

Repair timing will be communicated after the returned products have been received and inspected.

14. Product Replacement

A replacement may consist of:

• The same model
• An equivalent model
• A repaired unit
• A refurbished unit
• A product with equal or better essential specifications

If the original model is discontinued or unavailable, YGH Tech may offer a reasonably equivalent alternative.

Any proposed substitute will be communicated to the buyer before shipment when the differences are material.

15. Warranty for Repaired or Replaced Products

Unless otherwise agreed in writing, a repaired or replaced product remains covered for:

• The remaining period of the original warranty, or
• Ninety days from the date the repaired or replacement product is shipped,

whichever period is longer.

This additional period applies only to the repaired or replaced product and does not restart the warranty for the entire original order.

16. No-Fault-Found Products

If a returned product is tested and no defect is found, YGH Tech may provide the test results and return the product to the buyer.

The buyer may be responsible for:

• Return transportation
• Reshipment costs
• Customs duties
• Taxes
• Inspection costs
• Testing costs
• Handling costs

Before charging any significant inspection or handling fee, YGH Tech will communicate the applicable amount to the buyer.

17. Warranty Exclusions

The limited warranty does not cover damage, failure, or performance problems caused by:

• Incorrect installation
• Incorrect wiring
• Incorrect voltage
• Unstable power supply
• Power surge
• Lightning
• Electrostatic discharge
• Incorrect PoE equipment
• Incompatible power adapters
• Unauthorized repair
• Unauthorized modification
• Product disassembly
• Third-party firmware
• Incorrect firmware installation
• Physical impact
• Dropping or crushing
• Fire
• Flood
• Corrosive environments
• Extreme heat or cold outside the specified range
• Excessive vibration
• Insect or animal damage
• Improper storage
• Improper transportation
• Normal wear and tear
• Improper cleaning
• Failure to follow the user manual
• Use outside the confirmed product specifications
• Damage caused by third-party devices or software
• Loss of passwords or account access
• Mobile network changes
• SIM card restrictions
• Internet service interruption
• Cloud platform interruption
• Carrier or telecommunications restrictions
• Cybersecurity incidents not caused by a confirmed product defect

The warranty also does not cover products with removed, damaged, altered, or unreadable serial numbers or labels.

18. Waterproof Products

A waterproof or weather-resistant rating does not mean that a product is protected against every type of water exposure.

Waterproof performance depends on correct installation.

The installer must ensure that:

• Covers are correctly closed.
• Screws are properly tightened.
• Cable interfaces are sealed.
• Waterproof connectors are correctly installed.
• The installation angle prevents water accumulation.
• The product is not submerged unless specifically designed for submersion.
• Drilling or modification does not damage the housing.
• External cables are protected from water entry.
• Junction boxes and cable entries are correctly sealed.

Water damage caused by improper installation, unsealed cable interfaces, opened covers, damaged housings, or use outside the stated waterproof conditions is not covered by the limited warranty.

19. Compatibility With Third-Party Products

YGH Tech products may support industry protocols such as ONVIF or RTSP when stated in the applicable product specifications.

However, support for a standard protocol does not guarantee compatibility with every:

• NVR
• VMS
• Software platform
• Mobile application
• Network switch
• Router
• Cloud service
• SIM card
• Mobile network
• Storage device
• Third-party accessory

Compatibility may depend on:

• Protocol implementation
• Firmware version
• NVR version
• Software version
• Network configuration
• Region
• Mobile carrier
• Required functions
• Third-party restrictions

The buyer should request compatibility confirmation or test samples before placing a bulk order when integration with a specific third-party system is essential.

A compatibility issue involving an untested or unconfirmed third-party system is not automatically considered a product defect.

20. OEM and ODM Products

OEM, ODM, private-label, customized, and made-to-order products are produced according to the specifications confirmed by the buyer.

Customized products may include:

• Custom logo
• Laser printing
• Product labels
• Custom packaging
• Custom manuals
• Firmware customization
• Special functions
• Special accessories
• Special connectors
• Customized application settings
• Customized product configurations
• Buyer-specific color or appearance

The buyer is responsible for reviewing and approving:

• Artwork
• Logos
• Packaging
• Labels
• Manuals
• Product specifications
• Samples
• Firmware requirements
• Compatibility requirements

Customized products are generally non-returnable and non-refundable unless they have a confirmed manufacturing defect or materially fail to comply with the written specifications approved by both parties.

Minor color differences, printing differences, packaging variations, or other reasonable production tolerances will not be considered defects unless a specific standard was agreed in writing.

21. Sample Approval

When a sample is provided before bulk production, the buyer is responsible for testing and approving the sample.

Sample testing should include:

• Image quality
• Lens and zoom
• Night vision
• Audio
• AI functions
• Network connection
• NVR compatibility
• Application compatibility
• Mobile network compatibility
• Storage
• Power supply
• Installation
• Packaging
• Labels
• Logo
• Required accessories

Bulk products manufactured according to an approved sample will not be considered defective solely because the buyer later changes its requirements or expectations.

Any change after sample approval may result in:

• Additional cost
• New tooling cost
• Firmware development cost
• Packaging cost
• Delayed production
• A new minimum order quantity
• A new sample approval process

22. Non-Quality-Related Returns

YGH Tech does not normally accept returns for reasons unrelated to a confirmed product defect.

Non-quality-related reasons include:

• The buyer ordered the wrong model.
• The buyer selected the wrong specification.
• The buyer changed its requirements.
• The buyer’s customer cancelled the project.
• The buyer no longer needs the products.
• The buyer found a lower price elsewhere.
• The products are incompatible with an unconfirmed third-party system.
• The buyer failed to check local network requirements.
• The buyer failed to check local certification requirements.
• The buyer failed to check import requirements.
• The buyer failed to test a sample before bulk ordering.
• The buyer overestimated market demand.

Any non-quality return requires prior written approval and may be refused.

If approved, the buyer may be responsible for:

• Original shipping costs
• Return shipping costs
• Customs duties
• Taxes
• Insurance
• Bank charges
• Inspection costs
• Testing costs
• Repacking costs
• Restocking costs
• Loss in product value

Products must be unused, complete, undamaged, and in resalable condition unless otherwise agreed.

23. Order Cancellation

Order cancellation is subject to written approval.

An order may not be cancelled without cost after YGH Tech has:

• Purchased materials
• Reserved production capacity
• Started production
• Printed logos
• Produced customized packaging
• Modified firmware
• Prepared shipment
• Completed the products

If cancellation is approved, YGH Tech may deduct or request payment for costs already incurred, including:

• Materials
• Labor
• Packaging
• Printing
• Firmware development
• Tooling
• Testing
• Banking fees
• Logistics expenses
• Other non-recoverable costs

Deposits for customized or made-to-order products may be non-refundable after production preparation has started.

24. Return Shipping and Related Costs

Responsibility for shipping and related costs depends on the confirmed cause of the issue.

If YGH Tech confirms that the product has a manufacturing defect covered by warranty, YGH Tech may pay or share reasonable repair, replacement, or shipping costs according to the agreed solution.

If the issue is caused by installation, misuse, third-party compatibility, incorrect selection, external damage, or another non-warranty reason, the buyer will normally be responsible for all related costs.

Related costs may include:

• Return freight
• Replacement freight
• Customs duties
• Import taxes
• Export charges
• Insurance
• Brokerage fees
• Storage fees
• Inspection fees
• Repacking fees

The buyer must not use collect freight, cash-on-delivery freight, or an unauthorized shipping method without written approval.

25. Customs and Import Requirements

The buyer is responsible for confirming the import, certification, labeling, telecommunications, cybersecurity, and regulatory requirements of the destination market before placing an order unless YGH Tech has expressly agreed in writing to handle a specific requirement.

The buyer is also responsible for obtaining any required:

• Import license
• Product registration
• Telecommunications approval
• Local certification
• Customs clearance
• Tax registration
• Frequency approval
• SIM card or mobile network approval

A return caused by the buyer’s failure to confirm local import or regulatory requirements will not be treated as a product-quality claim.

26. Product Data and Recordings

Before returning a camera, NVR, storage device, or other product capable of storing data, the buyer should:

• Back up important files.
• Remove confidential recordings.
• Remove storage cards when instructed.
• Remove account information.
• Remove passwords.
• Remove network credentials.
• Restore factory settings when appropriate.

Testing, firmware updates, repairs, or replacement may erase stored settings or data.

YGH Tech is not responsible for lost recordings, settings, passwords, account information, or other stored data except where responsibility cannot legally be excluded.

27. Accessories, Gifts, and Promotional Items

Accessories, samples, gifts, and promotional items may have different warranty terms.

Free items are not normally eligible for a cash refund.

If a free accessory is defective, YGH Tech may provide:

• Technical support
• A replacement accessory
• Credit
• Another reasonable solution

The buyer may be required to return all included products, accessories, gifts, manuals, and packaging if a complete order return is approved.

28. Product Appearance and Production Tolerances

Minor differences may occur between production batches.

Reasonable variations may include:

• Housing texture
• Surface finish
• Color tone
• Label position
• Packaging color
• Printing shade
• Component brand
• Internal component layout
• Software interface
• Accessory appearance

Such variations will not be considered defects if they do not materially affect the confirmed specifications, functions, safety, or intended use of the product.

YGH Tech may replace internal components with equivalent components when necessary, provided the essential confirmed specifications and functions are maintained.

29. Discontinued Products

If a product or component is discontinued, YGH Tech may offer:

• Repair using available parts
• An equivalent replacement product
• A newer model
• Account credit
• Another mutually agreed solution

Differences in appearance, interface, accessories, or minor functions may occur when a discontinued product is replaced by a newer model.

30. Limitation of Warranty

The limited warranty described in this policy is the warranty provided by YGH Tech for eligible B2B orders.

To the maximum extent permitted by applicable law, YGH Tech is not responsible for indirect, incidental, special, or consequential losses arising from product failure, including:

• Loss of profit
• Loss of business
• Loss of contracts
• Loss of recordings
• Project delay
• Installation labor
• Removal costs
• Reinstallation costs
• Travel costs
• Third-party penalties
• Loss caused by surveillance interruption

Any additional project-specific liability must be agreed in a separate written contract.

Nothing in this policy excludes or limits any liability or right that cannot legally be excluded under applicable law.

31. Fraudulent or Abusive Claims

YGH Tech may reject claims involving:

• False information
• Altered evidence
• Products not supplied by YGH Tech
• Changed serial numbers
• Deliberate product damage
• Repeated abusive claims
• Unauthorized deductions from payment
• Unauthorized disposal of products
• Refusal to provide reasonable evidence

Submitting an RMA request does not automatically mean that the claim has been accepted.

32. Policy Updates

YGH Tech may update this policy to reflect changes in products, business practices, shipping arrangements, or applicable requirements.

The version in effect on the order confirmation date will normally apply unless otherwise agreed in writing.

Updates to this website policy will not retroactively change the written terms already confirmed for an existing order.

33. Contact Us

To request technical support, warranty service, or an RMA, please contact YGH Tech and provide your order information and a detailed description of the issue.

• Company: YGH Tech
• Brand: YGHT
• Website: yghcctv.com
• Email: support@yghcctv.com
• WhatsApp: +86 190 6517 1151

Please include the following information:

• Company name
• Contact person
• Order or invoice number
• Product model
• Serial number
• Quantity affected
• Description of the issue
• Photos or videos
• Troubleshooting already completed

Our team will review the information and provide the next steps.