888.858.1442  •  M-F 8am-6pm CT

Warranty and Returns Policy

WE STAND BEHIND OUR PRODUCTS... AND OUR PARTNERS

Sure, just about anybody can sell you products. But who do you call when you need help with a project, when you have an installation or operation issue, or if your product fails?

We take pride in offering one of the most comprehensive support policies in the industry. If you encounter an issue with any of our products, CALL US FIRST – for unlimited technical support, FREE of charge.

888.858.1442Monday - Friday, 7am-7pm CST

You’ll speak with a highly experienced, US-based support specialist who will help resolve your issue, or find a partner who can.

NOTE:
Because we offer a breadth of products from third-party manufacturers, there may be times when you will be better served by the manufacturers themselves. In those instances, we have negotiated with those manufacturers to provide direct support to our Partners, and encourage you to contact them directly. For your convenience, we have provided direct contact information with our third party manufacturer partners in the matrix below.

INDUSTRY-LEADING WARRANTIES

Our warranty terms vary by brand, and at times by product category. Below is an overview of the warranty coverage for your product, with a link to the specific warranty policy on the manufacturer’s website where applicable.

For all Alibi® branded products, we offer our industry leading 3-Year Blanket Warranty policy, covering virtually EVERYTHING related to your product.

Brand 90 Day 1 year 2 Years 3 Years Lifetime Contact Manufacturer Warranty Info
Alibi         888.858.1442 Learn More
The Black Line         888.858.1442
DIGIOP - Hardware         800.968.3606
DIGIOP - Software
(purchased prior to Mar 28, 2016)
        888.858.1442
DIGIOP - Software
(purchased after Mar 28, 2016)
        800.968.3606
D-Link - Switches         800.326.1688 Learn More
D-Link - Transceivers         800.326.1688 Learn More
Fujinon         888.858.1442
HID         800.872.5359 Learn More
infinias         866.496.5783 Learn More
KJB         888.858.1442 Learn More
LG - Recorders, Cameras         888.858.1442 Learn More
LG - Monitors         888.865.3026 Learn More
Ligowave         888.858.1442 Learn More
Louroe         888.858.1442 Learn More
Middle Atlantic - Racks         800.266.7225 Learn More
Middle Atlantic - Accessories         800.266.7225 Learn More
Pelican         800.473.5422 Learn More
Reconyx         866.493.6064
Ring         800.656.1918 Learn More
Rofu         800.255.7638
Stanley         800.392.5209
Theia         503.570.3296 Learn More
Uniview         888.858.1442
Vigitron         888.574.8942 Learn More
Western Digital         888.858.1442
Whistler         888.858.1442
XceedID         877.671.7011
No Hassle Returns

Not 100% satisfied?
We are pleased to offer our Partners a no-hassle return policy, to ensure that you have the right product(s) for the job, every time.

Please follow these 3 simple steps to ensure a seamless return:

STEP 1: CALL US FOR AN RMA NUMBER

*** IMPORTANT ***

Before returning a product, you must first call our technical support team to receive a Return Merchandise Authorization (RMA) number.

888.858.1442Monday - Friday, 8am-7pm CST

A technical support specialist will attempt to troubleshoot your product. If our tech determines that your product needs repair or replacement, you will be issued an RMA number to initiate your no-hassle return. You may also complete the RMA form online.

STEP 2: PACK YOUR PRODUCT(S)

Please pack the product to be returned in its original packaging, including any parts and accessories that came with the product. Then pack in a separate box, to ship the product back to us.

Write your RMA number clearly on the exterior shipping box, and in the ATTN line on your shipping label. Failing to include this information on the exterior shipping box and label may cause delays in the processing of your RMA.

NOTE: Please do NOT write the RMA number on the original product packaging.

STEP 3: SHIP YOUR PRODUCT(S) TO THE ADDRESS BELOW

Alibi Security
ATTN: RMA#_____
11000 N Mopac Expressway, Building 300
Austin, TX 78759

IMPORTANT NOTES:
  • All returned products must be accompanied by an RMA number and returned in our original packing materials in new condition. “New condition” means that the product is in the condition you received it, is unmodified, and includes all parts, accessories and documentation.
  • Failure to return products in the proper condition may result in a refusal of the return, or may be subject to a minimum 15% and up to 35% restocking fee.
  • Covert items, video recorders, and all other recording devices are subject to a restocking fee of 15% - 35%.
  • Special orders, custom built items and opened software may not be returned.

FAQs

WHO PAYS FOR THE RETURN SHIPPING OF MY PRODUCT?

WITHIN the first 30 days of purchase:
In the event of a manufacturing defect, we will cover all shipping charges to and from your location. Our Tech Support department will issue shipping labels upon request.

AFTER the first 30 days of purchase:
You are responsible for paying return shipping fees. We will cover all shipping fees for products shipped back to you.

WHAT IS AN RMA NUMBER?

An RMA (Returned Merchandise Authorization) number is required any time you ship a product back to us (e.g. credit, warranty, repair, etc).

WHY DO I NEED AN RMA NUMBER? WHY CAN'T I JUST SHIP THE PRODUCT BACK TO YOU?

RMA numbers allow us to quickly identify any returned product, ensure that we get it to the right location, and allow us to more efficiently reference the returned item(s) to your order. Failure to obtain and clearly display your RMA number can cause major delays in our product resolution process.

WHAT IF MY PRODUCT IS NOT REPAIRABLE?

If your product is under warranty, you will receive a replacement unit of that product – or a product comparable to your original purchase.

WILL MY REPLACEMENT PRODUCT BE NEW?

Depending on availability of inventory, replacement products may either be new or refurbished.

WHAT IS COVERED IN MY 30-DAY MONEY-BACK GUARANTEE?

If you are not completely satisfied with your product, you have 30 days from the date of purchase to return the product – either for store credit towards the purchase of another product, or for credit back in the amount of the original purchase price of the product. Shipping and handling charges are not refundable. In-store credits expire within one year of issuance.