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Return & Exchange

Hello and welcome to the Return & Exchange Information page! Here you can find information on our return and exchange policy. We implore you to carefully read through our policy before making any returns/exchanges request.

Warranty

GW Security Inc. offers a 1-year limited warranty on all of our products.

Return for Refund

If the product did not meet your expectations, you can request for a full refund or exchange within 30 days from the purchasing date. Within 30 days, customers can return the item(s) still in the original packaging. All return are subject to 20% restocking fee if the item(s) is not in the original packaging or appeared used. Within warranty, customers can get a full refund or replacement when receiving defective items. Beyond the end of the 30 days, only replacement or repair for the product is accepted. We are not responsible for any refund beyond the 30 days of the Order date. Customers must inform us within 30 days of the Order date if they are missing products’ part or receiving the wrong products. Please call or email us to request an RMA. The RMA number must be on your return-shipping label and in the box. Any items returned to us without an RMA will be rejected and/ or sent back to you at your cost and expense.

Unwanted Item/Accidental Order/Non-defective
   Items Responsibility of Freight
Refund Replace Return to GW Security GW Security to You
Within 30 days Customer X
Within Warranty X X X X
Defective Item (Confirmed by Support) Warranty Claim
  Items Responsibility of Freight  
  Refund Replace Return to GW Security GW Security to You
Within 30 days GW Security GW Security
Within Warranty X ✓* Customer GW Security
Defective Item (Accident, Customer induced)
  Items Responsibiltiy of Freight
  Refund Replace Return to GW Security GW Security to You
Within 30 days X X(Repair only) Customer Customer
Within Warranty X X(Repair only) Customer Customer

*: New if within first 3 months. Refurbished thereafter. 

Request for RMA

Please follow the RMA procedure when requesting RMA. Return/Warranty Claim not following the RMA procedure will be rejected

Step 1
Contact our technical support team at support@gwsecurityusa.com or contact us by calling 626-350-0555 during business hours. Our technical support staff will determine if the product is defective and start the RMA process. For return request, please contact us by phone or send an email request to return@gwsecurityusa.com.
Step 2
Please allow 24 - 48 hours for one of our representatives to provide you an RMA number. We will send you an email with the RMA information. Once the product is returned to us, our RMA department will contact you informing you that the item has been received. They will then request any additional information if needed.
Step 3
Generally, your refund or replacement will be processed between 3 - 5 business days after receipt of the product to our returns department. Note that it may take anywhere from 2 - 3 business days for a refund to post to your specific payment account