Return Policy

Returns in new condition with original packaging and accessories are eligible to receive a refund. Returns must include the receipt or invoice as proof of purchase, as well as a copy of the RMA (Return Merchandise Authorization) issued by PTZlink.

Returns must include the receipt or invoice as proof of purchase, as well as a copy of the RMA (Return Merchandise Authorization) issued by PTZlink.

Returns must be postmarked within 30 days of the original ship date.
Products purchased from PTZlink or from PTZlink via phone, email, or third-party marketplace are entitled to a refund. Refunds will be credited to the original method of payment in the amount of your original purchase price, less any shipping charges. Refunds are usually reflected on your card account within 7 business days of our receipt of your return.

The customer is responsible for return shipping charges.

Standard return and exchange: With this method, you return the faulty products to us, once received we ship the replacement to you. Or you can send a copy of the mail receipt with a scanned copy of the receipt, referencing your name and machine model, our customer service team can have your replacement released from our warehouse and expedite the process for you.

Advanced replacement: With this method, we charge your credit card for the retail value of the product and then ship the replacement item to you. You will need to send the faulty item back to us – once received the charged amount is refunded.

P.O. Box addresses are NOT accepted for RMA returns. You must provide us with a physical address to continue with the RMA process.

Our sole liability and the exclusive remedy, for any acknowledged defect(s), shall be the repair or replacement of the product in question.

We do NOT offer refunds unless the product was purchased from us.

Replacements are processed upon product availability.

We shall NOT be liable under ANY circumstances for any indirect, incidental, or consequential damages.

Once the replacement is shipped, allow 5-7 business days for the unit to arrive. Delivery is typically between 9 AM and 5 PM Monday through Friday.

We are NOT responsible for return freight charges resulting from invalid or expired RMA shipments.

You may return any item in its original packaging provided that the products are not damaged or abused when you are trying and testing it for your use. You may return the products for any reason within 30 days of delivery (Some conditions may apply to certain products). The customer is responsible for the return shipping fees. Please note that the original shipping fees are not refundable.

For used items which are received more than 30 days, you may get a replacement or a partial refund within warranty due to quality problem. Please note that replacement will be made upon receipt of the returned item, the customer may take return shipping fees according to the specific case.

1. If the product is faulty, you could send it back for a full refund within 45 days of receiving it. Return shipping fee is available;
2. If the product is completely broken, we could offer you a full refund or resend you a new one since you submit the problem within 45 days of receiving the product;
3. If the product is slightly damaged and you want to retain it, we would offer you a partial refund;
4. If you have emailed us for a refund, once we have approved it your money will be refunded. The estimated time for the refund to appear in your account is based on the payment method you used.