Warranty & Repair
How can we help initiate your repair request?
I want to confirm my warranty eligibility
You will need your products serial number
I want to check the status of an EXISTING repair request
You will need your repair ticket number and model number
I want to initiate a NEW repair request
Please read and accept the below Repair instructions and terms- The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
- The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
- If warranty eligibility is confirmed, the system will send a Repair Confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
- If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair Confirmation email to use as your repair authorization form.
- A credit card is required to submit an out-of-warranty repair request. When you submit an online repair request, the $49 diagnostic fee is charged in advance. A confirmation email will be sent at the same time.
- If the product is repairable, a detailed quotation will be emailed to you. Once you approve the quotation and complete payment, the repair will begin.
- Note: If the product is deemed non-repairable, or if you choose not to proceed with the repair, the product will be returned free of charge, or safely disposed of at the service center upon your request. However, the initial $49 diagnostic fee remains non-refundable.
- Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
AN IMPORTANT MESSAGE TO OUR CUSTOMERS
When you purchase products from an unauthorized website or dealer you are taking a risk, because these products may be counterfeit, used, defective, or may not be designed for use in your country.
Please protect yourself and your HVA product by ensuring that you only purchase HVA products from an Authorized HVA Dealer.
To help guide you, we have compiled below a list of known unauthorized dealers. This is not a complete list, and we recommend you contact us if you have any doubts. We note that unauthorized dealers may appear on a marketplace site, hosted by companies such as amazon.com or ebay.com.
Unauthorized Dealer And Warranty Disclaimer Statement
HVA is firmly committed to providing our customers with best in class, reliable security solution products through authorized dealers. Our policy is to honor product warranties and to perform services only on products purchased from an authorized HVA dealer. Unfortunately, not every dealer or retailer advertising HVA products has been authorized by HVA. If you purchase a HVA product from an unauthorized dealer or if the original factory serial number has been removed, defaced or altered, your HVA warranty may not be valid.
Products sold on these unauthorized websites or from these unauthorized dealers may not carry a warranty from HVA.
Warranty Policy
Hanwha Vision America (HVA) warrants to the original purchaser that HVA’s products (the “Products”) are free from defects in material and workmanship for a period of five (5) years from the date of original purchase.
*Note: This warranty applies to purchases of network products(hardware) manufactured and shipped by Hanwha from July 1, 2023. However this warranty applies only to products shipped after July 1, 2023 and produced after January 2022 based on the Product Serial Number. This warranty may be changed by Hanwha at any time without prior notice.
Unless a different period is otherwise expressly stated below (the “Warranty Period”). HVA’s obligation under this warranty is expressly limited to supplying replacement parts, repairing, or replacing, at its sole option, any product which HVA, in its sole judgment and discretion, determines contained a defect in materials or workmanship at the time of shipment from HVA. This warranty does not include on-site service or removal and re-installation costs. This warranty is valid only on HVA products and is subject to the limitations and exceptions listed below.
THIS LIMITED WARRANTY IS EXCLUSIVE, IS HVA’s ONLY WARRANTY, AND IS EXPRESSLY IN LIEU OF ANY OTHER EXPRESS OR IMPLIED WARRANTIES. HVA HEREBY DISCLAIMS ANY AND ALL OTHER WARRANTIES AND WARRANTIES THAT MAY BE IMPLIED BY LAW, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, AND OF FITNESS FOR A PARTICULAR PURPOSE OR SPECIFIED USE. TO THE MAXIMUM EXTENT PERMITTED BY LAW, HVA, ITS SUBSIDIARIES, AND PARENTS SHALL NOT BE RESPONSIBLE FOR AND HEREBY DISCLAIMS ALL LIABILITY FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES INCURRED BY YOU OR ANY OTHER PERSON OR ENTITY HOWEVER CAUSED, WHETHER BY THE NEGLIGENCE OF HVA OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, ANY LIABILITY (i) FOR LOST REVENUES, LOST PROFITS, LOSS OF USE, THE COST OF DATA RECOVERY FROM HARD DISK DRIVES, THE VALUE OF DATA THAT CANNOT BE RECOVERED FROM HARD DISK DRIVES, OR ANY OTHER COMMERCIAL LOSSES OF ANY TYPE; (ii) FOR INJURY TO OR DEATH OF ANY PERSONS IN CONNECTION WITH THE PRODUCTS; AND (iii) LIABILITY WHICH YOU HAVE TO ANY OTHER PERSON, IRRESPECTIVE OF WHETHER SUCH LIABILITIES WOULD OTHERWISE ARISE FROM HVA, NEGLIGENCE, CONTRACT, STRICT LIABILITY, OR OTHERWISE. ALL RIGHTS GRANTED TO YOU UNDER THIS LIMITED WARRANTY ARE CONDITIONED UPON AND SHALL ONLY ARISE IF THEY ARE EXERCISED IN THE MANNER DESCRIBED BELOW, AND ARE LIMITED TO THE ONE, SOLE AND EXCLUSIVE REMEDY OF REPAIR OR REPLACEMENT, AS SPECIFIED HEREIN.
If any person or entity other than HVA repairs or replaces parts on the Products without the prior written consent of HVA, this limited warranty shall be void with respect to the part or component of the Products so repaired or replaced, and with respect to any other part or component related thereto.
For a warranty claim to be valid, you must give full and reasonable written notice to HVA of the defect within thirty (30) days of your discovery of the defect, but in no event later than the last day of the Warranty Period. On receipt of any such written notice, HVA will, as soon as reasonably practicable, cause to be repaired (or, at the sole option of HVA, have replaced) the defect(s) identified by the notice. HVA’s SOLE RESPONSIBILITY IS TO REPAIR OR REPLACE SUCH DEFECTIVE ITEMS OF WHICH HVA SHALL HAVE RECEIVED TIMELY AND PROPER NOTICE AS PROVIDED HEREIN. ALL REPAIRS PERFORMED BY HVA AND ALL REPLACEMENT OF PARTS BY HVA SHALL BE SUBJECT TO THE SAME LIMITED WARRANTY PROVIDED HEREIN AND THE SAME DISCLAIMERS OF OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE DISCLAIMER OF ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE OR SPECIFIED USE AND THE DISCLAIMER OF LIABILITY FOR ANY AND ALL INCIDENTAL OR CONSEQUENTIAL DAMAGES.
THIS WARRANTY DOES NOT COVER: malfunction, defect, failure, or damage (i) caused by or resulting from impact, mishandling, tampering, or use contrary to the applicable instruction manual; (ii) arising from ordinary wear and tear, wind, fires, storm, earthquake, incorrect power line voltage, inadequate or improper lighting, adverse weather conditions or other acts of God or nature, your or operators abuse or neglect, misuse, accident or mishap; (iii) arising from shipping; (iv) arising from work, repairs or alterations performed by others than HVA; (v) routine cleaning, normal cosmetic and mechanical wear and tear; and/or (vi) parts or accessories manufactured by persons other than HVA and warranted by such persons.
You acknowledge and agree, and represent and warrant to HVA, that the Products are not and will not be used as consumer goods or consumer products, are not going to be used for personal, family or household purposes, and are intended exclusively for commercial, and not consumer, use. You acknowledge and agree that this limited warranty is exempt from the provisions of the Magnuson-Moss Federal Warranty Act.
Other than as set forth herein, no agent, employee, or representative of HVA has any authority to bind HVA to any other warranty, or to make any other representations or affirmations concerning the Products or any parts thereof. No affirmation, representation, or warranty made by any agent, employee or representative of HVA, shall be binding upon HVA unless the same is specifically included within this agreement.
To return a Product for repair, a Return for Service Authorization (RSA) number is required. The RSA request form is available on the HVA web site at In addition to your contact information, you will need the following information in order to complete the form:
Model number
Serial Number
Date of Purchase (a copy of the original purchase receipt must be included with the returned Product)
Detailed description of the defect or malfunction (this helps ensure our technicians can replicate the symptom)
The RSA form and return instructions will be e-mailed (or faxed) to you. Returned Products must be properly packaged, insured, and shipped freight prepaid. Be sure to include the RSA form and a copy of the purchase receipt with the Product. All returns must have the RSA number clearly marked on the shipping label. Products returned without an RSA number or shipped freight collect will be refused.
In the USA and Canada, you can also request an RSA from our customer support staff at 877-213-1222.