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Last updated:
December 28, 2022
Dear customers of the EZVIZ Marketplace CA,
Thank you for purchasing EZVIZ products from the EZVIZ Marketplace CA. In order to protect your rights and interests, please read carefully the following RETURN POLICY, which is only applicable to the product(s) purchased from the EZVIZ Marketplace CA. EZVIZ reserves the right, at its sole discretion, to interpret, modify and update this RETURN POLICY at any time.
1.2. Procedure of a return and refund under the 30-day Return Guarantee
2.3. Procedure of a return and refund under warranty
2.4. Proceudre of a return and replacement under warranty
EZVIZ offers a 30-day return guarantee for the EZVIZ products purchased from the EZVIZ Marketplace CA since the date of your purchase.
To be eligible for a refund, your item(s) must be new, unused, complete (including all accessories) and undamaged, in the original packaging. To complete your refund, we may require a receipt or a proof of purchase.
There are certain situations where refunds would be rejected or only partial refunds are granted.
•Any item(s) with obvious signs of use
•Any item(s) not in its original condition, is damaged or missing parts for reasons not due to our error
You will be responsible for paying for your own shipping costs for returning your item(s). EZVIZ will process your return and issue a refund (excluding the original shipping costs) after receiving your return of the eligible product(s).
1.2. Procedure of a return and refund under the 30-day Return Guarantee
1) Customer requests a return and refund
To submit a return and refund application for the Products purchased from the EZVIZ Marketplace CA, please select your order under the My orders section in the EZVIZ Marketplace CA and click at the Return and Refund option.
Please fill in the return and refund application form as required. The application form should include:
a) Serial number of the unit submitted for return.
b) Reason behind the submission of the unit for return.
as well as other information required by EZVIZ.
2) EZVIZ reviews the return and refund application
Once your application is received by EZVIZ, EZVIZ will review your request and inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
If you have further questions about the review result of your application, please contact us at rma.na@ezviz.com.
3) Customer ships the approved item(s) back to EZVIZ
After your application is approved by EZVIZ, please send the approved item(s) to the designated return address at your own cost. You will be responsible for paying for your own shipping costs for returning your item(s). To ensure the safe return of the item(s), please pack the item(s) carefully protect them from any damage and choose a traceable shipping method.
Please make sure to inform EZVIZ of the logistics information (incl. Tracking no. and carrier) of your return package on the details page under the Refund/Replace section in the EZVIZ Marketplace CA. Your application will be automatically cancelled in case that you don’t inform of the required logistics information in 30 days.
We kindly remind you that you shall confirm whether you have obtained the approval from EZVIZ before you ship any item(s) back to EZVIZ, and you shall only ship the approved item(s) back to EZVIZ. Otherwise, EZVIZ will refuse to issue a refund and either destroy the products on your behalf if agreed upon, or prepare the product(s) for your pick-up at your own expense.
4) EZVIZ receives and inspects the item(s)
After EZVIZ receives the item(s), EZVIZ will inspect the item(s) and determine the amount of eligible product(s) for a refund. EZVIZ will inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
5) EZVIZ gives customer a refund for the eligible item(s)
After your returned item(s) are validated by the QC inspection, EZVIZ will give you a refund (excluding the original shipping costs) for the eligible/validated item(s). The refund will be issued to the original payment method. Payment delivery depends on the bank and credit card processing times. It may take a few working days for your refund amount to reflect in your account. Your Patience will be highly appreciated.
6）Cancel or invalidation of your application
You can cancel your application by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA, before you submit the logistics information of your return package.
Besides, we kindly remind you that your application will be automatically cancelled in case that you don’t submit the required logistics information of your return package in 30 days on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
A re-raise of a new request is required in case that you still need the support.
7) Self-service query about the progress of your application
You can inquire about the progress of your application directly by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
This limited warranty (“warranty”) gives you, the original purchaser of the EZVIZ product(s) from the EZVIZ Marketplace CA, specific legal rights. You may also have other legal rights that vary by state, province or jurisdiction. This warranty applies only to the original purchaser of the product(s), who purchased the EZVIZ product(s) from the EZVIZ Marketplace CA. The disclaimers, exclusions, and limitations of liability under this warranty will not apply to the extent prohibited by applicable law.
The EZVIZ product(s) purchased from the EZVIZ Marketplace CA is warranted for a period of TWO (2) years from the date of purchase against defects in materials and workmanship, or such longer period as may be required by law in the country or state where this product is sold. This warranty is not applicable to the Products not purchased from the EZVIZ Marketplace CA.
This warranty does not apply and is void:
•If the warranty claim is made outside the warranty period or if the proof of purchase is not provided;
•For any malfunction, defect, or failure caused by or resulting from the evidence of impact; mishandling; tampering; use contrary to the applicable instruction manual; incorrect power line voltage; accident; loss; theft; fire; flood; or other Acts of God; shipping damage; or damage resulting from repairs performed by unauthorized personnel;
•For any consumable parts, such as batteries, where the malfunction is due to the normal aging of the product;
•Cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports;
•Any software, even if packaged or sold with EZVIZ hardware;
•For any other damages free from defects in material or workmanship;
•Routine cleaning, normal cosmetic and mechanical wear and tear.
For the defective EZVIZ products under warranty and purchased from the EZVIZ Marketplace CA, EZVIZ will, at its option, (i) repair or replace your product free of charge; (ii) exchange your product with a functional equivalent product; or (iii) refund the original purchase price, provided you provide the original purchase receipt or copy, a brief explanation of the defect, and return the product in its original packaging. At EZVIZ’s sole discretion, repair or replacement may be made with a new or refurbished product or components. This warranty does not cover the shipping cost, insurance, or any other incidental charges incurred by you in returning the product.
Except where prohibited by applicable law, this is your sole and exclusive remedy for breach of this warranty. Any product that has either been repaired or replaced under this limited warranty will be covered by the terms of this warranty for the longer of ninety (90) days from the date of delivery or the remaining original warranty period.
2.3. Procedure of a return and refund under warranty
1) Customer requests a return and refund
To submit a return and refund application for the defective Products purchased from the EZVIZ Marketplace CA, please select your order under the My orders section in the EZVIZ Marketplace CA and click at the Return and Refund option.
Please fill in the return and refund application form as required. The application form should include:
a) Serial number of the unit submitted for return.
b) Reason behind the submission of the unit for return.
as well as other information required by EZVIZ.
2) EZVIZ reviews the return and refund application
Once your application is received by EZVIZ, EZVIZ will review your request and inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
If you have further questions about the review result of your application, please contact us at rma.na@ezviz.com.
3) Customer ships the approved item(s) back to EZVIZ
For the approved defective EZVIZ products purchased from the EZVIZ Marketplace CA, which are beyond of the 30-day return guarantee but are under warranty, EZVIZ will provide you with a pre-paid shipping label.
Please print out the pre-paid shipping label directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA and send the approved item(s) to the designated return address. Please pack the item(s) for return/refund securely to protect them from any damage when the item(s) are shipped back to EZVIZ.
Please make sure to click at the “confirm shipment” button on the details page under the Refund/Replace section in the EZVIZ Marketplace CA, after you have shipped out your return package. Your application will be automatically cancelled in case that you don’t confirm your shipment in 30 days.
We kindly remind you that you shall confirm whether you have obtained the approval from EZVIZ before you ship any item(s) back to EZVIZ, and you shall only ship the approved item(s) back to EZVIZ. Otherwise, EZVIZ will refuse to issue a refund and either destroy the products on your behalf if agreed upon, or prepare the product(s) for your pick-up at your own expense.
4) EZVIZ receives and inspects the item(s)
After EZVIZ receives the item(s), EZVIZ will inspect the item(s) and determine the amount of eligible products for a refund. EZVIZ will inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
5) EZVIZ gives customer a refund for the eligible item(s)
After your returned item(s) are validated by the QC inspection, EZVIZ will give you a refund (excluding the original shipping costs) for the eligible/validated item(s). The refund will be issued to the original payment method. Payment delivery depends on the bank and credit card processing times. It may take a few working days for your refund amount to reflect in your account. Your Patience will be highly appreciated.
6）Cancel or invalidation of your application
You can cancel your application by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA, before EZVIZ completes the review of your application.
Besides, we kindly remind you that your application will be automatically cancelled in case that you don’t confirm your shipment in 30 days.
A re-raise of a new request is required in case that you still need the support.
7) Self-service query about the progress of your application
You can inquire about the progress of your application directly by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
1) Customer requests a return and replacement
To submit a return and replacement application for the defective Products purchased from the EZVIZ Marketplace CA, please select your order under the My orders section in the EZVIZ Marketplace CA and click at the Replace Items option.
Please fill in the return and replacement application form as required. The application form should include:
a) Serial number of the unit submitted for return.
b) Reason behind the submission of the unit for replacement.
c) Delivery address of the replacement item
as well as other information required by EZVIZ.
2) EZVIZ reviews the return and replacement application
Once your application is received by EZVIZ, EZVIZ will review your request and inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
If you have further questions about the review result of your application, please contact us at rma.na@ezviz.com.
3) Customer ships the approved item(s) back to EZVIZ
For the approved defective EZVIZ products purchased from the EZVIZ Marketplace CA, which are beyond of the 30-day return guarantee but are under warranty, EZVIZ will provide you with a pre-paid shipping label.
Please print out the pre-paid shipping label directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA and send the approved item(s) to the designated return address. Please pack the item(s) for return/replace securely to protect them from any damage when the item(s) are shipped back to EZVIZ.
Please make sure to click at the “confirm shipment” button on the details page under the Refund/Replace section in the EZVIZ Marketplace CA, after you have shipped out your return package. Your application will be automatically cancelled in case that you don’t confirm your shipment in 30 days.
We kindly remind you that you shall confirm whether you have obtained the approval from EZVIZ before you ship any item(s) back to EZVIZ, and you shall only ship the approved item(s) back to EZVIZ. Otherwise, EZVIZ will refuse to issue a replacement and either destroy the products on your behalf if agreed upon, or prepare the product(s) for your pick-up at your own expense.
4) EZVIZ receives and inspects the item(s)
After EZVIZ receives the item(s), EZVIZ will inspect the item(s) and determine the amount of eligible products for a replacement. EZVIZ will inform you of the approval or rejection directly on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
5) EZVIZ gives customer a replacement for the eligible item(s)
After your returned item(s) are validated by the QC inspection, EZVIZ will ship you a replacement for the eligible/validated item(s). The replacement item(s) will be shipped to the address you have confirmed in your application. Your Patience will be highly appreciated.
6) Cancel or invalidation of your application
You can cancel your application by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA, before EZVIZ completes the review of your application.
Besides, we kindly remind you that your application will be automatically cancelled in case that you don’t confirm your shipment in 30 days.
A re-raise of a new request is required in case that you still need the support.
7) Self-service query about the progress of your application
You can inquire about the progress of your application directly by yourself on the details page under the Refund/Replace section in the EZVIZ Marketplace CA.
