Warranty & Returns

Want to return a product or claim warranty?

Please use the Ameta RMA Service Portal at the bottom of this page to submit your RMA request for all returns and warranty claims.

Warranty Claims

Before submitting an RMA request, please confirm that you have already contacted Ameta Technical Support and were advised to proceed with an RMA.

Submitting an RMA without first contacting Technical Support may result in unnecessary delays, shipping costs, diagnostic fees, or other applicable charges.

Product Returns

If you are looking to return an unopened, unused product and do not require technical support, please continue with the RMA form.

Warranty and Returns for AIBASE Products

Our goal is to minimize downtime so security professionals can keep projects moving and systems operating reliably.

Below are answers to the most common questions regarding warranty coverage, DOA replacements, and returns for AIBASE products. For all other brand products, please reference the section below.

Shipping Fees: All shipping-related charges are strictly non-refundable and non-creditable under any circumstance. This includes, without limitation, original outbound shipping, return shipping, replacement shipping, expedited shipping, refused shipments, redirected shipments, and any shipping charges related to returns, DOA claims, warranty claims, inspections, or no-fault-found products.

What products are covered and how long is the warranty?

AIBASE products are covered by a limited hardware warranty of up to 3 years, starting from the invoice date. The exact warranty period is specified on your invoice.

This warranty applies to the original purchaser only and is non-transferable.

Products from other brands are covered under the respective manufacturer’s warranty. Ameta can assist with guidance, but final coverage and resolution are determined by the manufacturer.

What does the warranty cover?

The warranty covers verified hardware defects under normal operating conditions.

If a product is confirmed to be defective, Ameta will, at its sole discretion:

Repair the product, or
Replace it with the same model, or
Replace it with a comparable or upgraded model if the original is discontinued

Any repaired or replacement unit will continue under the original warranty period.

What is NOT covered?

The warranty does not cover:

Software, firmware, mobile apps, or cloud services
Labor costs including installation, removal, or reinstallation
Data loss, recovery, or system downtime
Accessories and consumables including cables, connectors, power supplies, batteries, storage media, and similar items

The warranty is void if the product has been:

Improperly installed, configured, or weatherproofed
Physically damaged, tampered with, or modified
Used outside of rated specifications
Damaged due to power surges, lightning, or environmental conditions
Paired with non-approved or incompatible accessories

Products must have an intact serial number and be installed in accordance with manufacturer guidelines.

What happens if a product is defective within 30 days?

Products that fail within 30 days of delivery are treated as Dead on Arrival (DOA).

You must first contact Ameta Technical Support so our team can troubleshoot and confirm the issue.

For approved DOA claims within 30 days, Ameta covers shipping both ways, including the return of the defective product and shipment of the replacement product.

Option 1 — Standard Replacement

Return the defective product with an approved RMA
Ameta will provide the approved return shipping method
A replacement unit will be shipped after processing

Option 2 — Advanced Replacement for urgent jobs

Purchase a replacement unit immediately
Return the defective product under the approved RMA
Credit is issued after inspection confirms the defect

If testing determines no fault is found, the product will be returned at the buyer’s expense and may incur inspection, service, and shipping fees.

What happens after 30 days?

After 30 days, the product is handled under the standard warranty process.

Contact Ameta Technical Support for troubleshooting
An RMA will be issued if required
The product must be shipped to Ameta for inspection

If the issue is confirmed as a valid warranty claim, Ameta will repair or replace the product.

For approved warranty claims after 30 days, the buyer is responsible for shipping the product to Ameta, and Ameta covers one-way shipping for the repaired or replacement product back to the buyer.

If no defect is found or the issue falls outside warranty coverage, the product will be returned and may incur service, handling, and shipping fees.

How quickly are RMA requests processed?

Please allow 1–3 business days for RMA review and processing after submitting your RMA request form. If your RMA request is approved, we will email you the return instructions. Once the RMA items are received at our facility, we will process the RMA based on the approved request type. Warranty / replacement RMAs: Replacement products will be processed and shipped based on availability. Please refer to the replacement shipping timelines given below. Return / refund RMAs: Approved store credits or refunds will be issued in accordance with our return policy. Please refer to the “Can I return Products?” section for full details. Replacement shipping timelines are:

In-stock items: Ships within 1–3 business days after receipt of returned items.
Special order or out-of-stock items: Availability and estimated lead times will be provided after review.

Can I return products?

Yes. Eligible products may be returned within the applicable return window:

30 days from purchase for standard eligible products
60 days from purchase AIBASE cameras and NVRs

New, unopened, and unused returns:

Eligible for full store credit, or
Refund to the original payment method (credit card) minus a 3% processing fee
After we issue the refund, your financial institution may take 3–10 business days to post the credit to your account statement.

Open box returns:

May be accepted at Ameta’s discretion
Subject to a 15% restocking fee
May be issued as store credit, or refunded to the original payment method (credit card) with an additional 3% processing fee. After we issue the refund, your financial institution may take 3–10 business days to post the credit to your account statement.

All returned items must be complete and include original packaging, accessories, manuals, and any included components.

Products that are damaged, heavily used, missing packaging, missing accessories, or not in resellable condition may be rejected and returned at the buyer’s expense.

The buyer is responsible for all return shipping costs unless otherwise approved by Ameta in writing.

Policy Acceptance: By placing an order with Ameta, the buyer confirms they have read, understood, and agreed to this Warranty & Returns Policy, including the applicable return windows, processing fees, restocking fees, DOA process, warranty shipping terms, replacement timelines, and all other conditions stated above.

Other Brands Warranty & Returns Policy

For products not under the AIBASE brand, the following policy applies. These terms are strictly enforced and supplement Ameta’s overall Warranty & Returns policy. Warranty information can be found on the individual product pages.

Returns are accepted within 30 days of purchase.
New, unopened, and unused returns are eligible for full store credit, or refund to the original payment method (credit card) minus a 3% processing fee. After we issue the refund, your financial institution may take 3–10 business days to post the credit to your account statement.
Open box returns may be accepted at Ameta’s discretion and are subject to a 15% restocking fee.
Open box returns may be issued as store credit, or refunded to the original payment method (credit card) with an additional 3% processing fee. After we issue the refund, your financial institution may take 3–10 business days to post the credit to your account statement.
All returned products must be complete and include original packaging, accessories, manuals, and all included components.
Items that are used, installed, damaged, incomplete, missing packaging, missing accessories, or not in resellable condition may be rejected and returned at the buyer’s expense.
The buyer is responsible for all return shipping costs unless otherwise approved by Ameta in writing.

Products that fail within 30 days of purchase may be treated as Dead on Arrival (DOA).
Customers must first contact Ameta Technical Support for troubleshooting and confirmation.
For approved DOA claims within 30 days, Ameta covers shipping both ways, including return shipping of the defective product and shipment of the replacement product.
Approval, replacement, repair, or credit may be subject to inspection and manufacturer policy where applicable.
If testing determines no fault is found, the product may be returned at the buyer’s expense and may incur inspection, service, handling, and shipping fees.

After 30 days, warranty claims are handled under the applicable manufacturer warranty process.
Customers must contact Ameta Technical Support or follow the applicable manufacturer support process before an RMA is approved.
The buyer is responsible for shipping the product to Ameta or the manufacturer for inspection, unless otherwise stated in writing.
For approved warranty claims after 30 days, Ameta covers one-way shipping for the repaired or replacement product back to the buyer.
If no defect is found or the issue falls outside warranty coverage, the product may be returned at the buyer’s expense and may incur service, handling, and shipping fees.

In-stock replacement items: Ships within 1–3 business days after receipt of returned items.
Special order or out-of-stock items: Availability and estimated lead times will be provided after review.

Ameta reserves the right to inspect all returned products prior to issuing any refund, credit, exchange, repair, or replacement.
Returns that do not meet stated conditions will be denied and returned at the buyer’s expense.
Any costs incurred for inspection, handling, repackaging, service, or return shipment may be charged to the buyer.
Ameta reserves the right to deny any return or claim that does not comply with this policy.
Manufacturer policies may vary, and Ameta reserves the right to enforce the applicable manufacturer terms.

Policy Acceptance: By placing an order with Ameta, the buyer confirms they have read, understood, and agreed to this Warranty & Returns Policy, including the 30-day return window, processing fees, restocking fees, DOA process, warranty shipping terms, replacement timelines, and all other conditions stated above.