Returns & Hardware Warranty Policy

30-Day Hardware Return Policy

New, unopened, and uninstalled commercial hardware products in original manufacturer packaging may be returned within 30 calendar days of confirmed delivery, subject to distributor restocking terms and intake inspection:

• Condition: Hardware must be in its original, undamaged manufacturer packaging with all cables, mounting brackets, power supplies, serial labels, factory seals, and documentation intact.
• Delivery state: Return requests can be initiated only once an order line has transitioned to Captured or Fulfilled status. In-flight shipments or orders awaiting distributor fulfillment cannot be returned until physically delivered.
• Restocking fees: Unopened commercial items returned for buyer convenience may be subject to standard distributor restocking fees (typically 15%). Defective hardware, shipping errors, or items damaged during transit are exempt from restocking fees.
• Pre-Authorization: All returns require a Return Merchandise Authorization (RMA) number issued by HTS Support or generated through the storefront prior to physical shipment. Shipments received without an active RMA number cannot be processed by our warehouse facilities.

Enterprise Hardware Warranties & DOA Replacements

As an authorized systems integrator for top-tier enterprise manufacturers, HTS coordinates all warranty claims directly with vendor partner programs:

• Verkada Hardware: Covered by Verkada's up to 10-year enterprise hardware warranty on commercial cameras, access controllers, environmental sensors, and viewing stations. Upon RMA approval, expedited advance replacements typically dispatch within 24–48 hours.
• Cisco & Meraki: Cisco lifetime or multi-year hardware warranties as defined by specific hardware series and active SMARTnet / Meraki dashboard licensing terms. HTS assists in diagnostic log collection and vendor escalation.
• Axis, Hanwha Vision, and TRENDnet: Warranted according to respective manufacturer enterprise warranty schedules (3-year, 5-year, or limited lifetime) as documented in product specifications.
• Defective on Arrival (DOA): Items discovered defective upon unboxing within 14 days of delivery are eligible for immediate expedited advance replacement with waived restocking fees.

Cloud Licenses & Microsoft NCE Terms

Cloud licenses and SaaS subscriptions (including Verkada cloud management licenses and Microsoft 365 NCE subscriptions) are subject to vendor licensing restrictions:

• Microsoft 365 (NCE): Microsoft enforces a strict 168-hour (7-day) cancellation window from initial provisioning. Outside this window, commitments cannot be cancelled mid-term per Microsoft policy.
• Verkada Cloud Licenses: Verkada licenses may be transferred, cotermed, or co-terminated across your organization's Command organization. Contact our licensing team for coterming assistance.
• Non-Returnable Services: Custom engineering, pre-configuration, physical staging, and HTS Sentinel managed monitoring services are non-returnable once rendered.

Self-Service Storefront RMA Request Process

Signed-in commercial account holders can initiate a return or warranty claim directly from the storefront:

1. Navigate to your Account Orders and select the relevant order.
2. Locate the delivered hardware line item and click Request return.
3. Select the return reason (defective, wrong item, damaged in transit, or no longer needed), provide diagnostic details, and submit the request.
4. Your request generates a trackable RMA record with real-time status updates (Submitted, In Review, Completed, or Rejected).

Manual review notice: In accordance with our commercial supply chain standards, every return request is manually reviewed by HTS technical personnel within 1–2 business days. Once approved, our team issues an authorized ConnectWise RMA Tag, prepaid return shipping label, and detailed return shipping instructions.

Fail-Closed Return Integrity

To protect account holders and maintain strict financial audit trails:

• Double-RMA guard: Each order line may have at most one active return request. A second request cannot be initiated while an existing request is pending or approved.
• Resubmission: If an RMA request is rejected due to missing diagnostic information, customers may re-submit the line with updated details.
• Payment & credit reconciliation: Approved refunds or hardware replacements are credited only upon verified warehouse intake receipt and inspection.