CCTV RMA, Repair & Replacement Policy | YGH Tech

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.