Warranty, Return & Refund Policy

1. Our Commitment & Your Consumer Rights

This policy is a supplement to, and not a replacement for, your statutory rights. 

2. Standard Return Policy

(1) Requests are made within 30 days from the date of delivery. Furthermore, returned goods must be shipped out within this period (based on the logistics pickup receipt).
(2) Refunds are only available for purchases made directly through zosi’s official online store. For purchases made through zosi authorized agents, distributors, retailers, or other third-party channels, please contact the original purchase channel or seller for refunds.
(3) For refunds requested due to personal reasons, you are responsible for the return shipping costs. For your convenience, we may offer the option to purchase a return shipping label through our service, the cost of which will be deducted from your refund.
(4) For refunds requested due to DOA (Dead on Arrival) or product quality issues, zosi will bear the return shipping costs.  (Damaged goods upon arrival, valid evidence must be provided within 48 hours of receipt.) If the return is due to your personal reasons (such as changing your mind), the customer shall bear the return shipping costs regardless of whether it is across the border.
(5 )Returns must include all products and accessories and be sent with a trackable shipping method; otherwise, they will not be accepted for refund.
(6) zosi will process the refund only after receiving the returned items. Any additional costs incurred will be deducted from the refund.

Return Process: Please contact our customer service team to obtain a Return label and instructions. 
Damage/Loss in Transit: We strongly recommend that you use the provided trackable return service. You are responsible for the returned item until it is scanned and accepted by the carrier. For prepaid labels we provide, we will assist you in filing a claim with the carrier if the package is damaged or lost in transit.

3. Refunds

Processing Time: Approved refunds will be issued to the original payment method within 7 business days of our receipt and inspection of the return.

Bank Dispute Delays: Please note that if you file a dispute or chargeback with your bank or credit card company after requesting a return/refund from us, it will significantly complicate and delay the refund process. The resolution of such bank disputes is entirely controlled by the financial institutions and can typically suspend our ability to issue a direct refund for 60 to 120 days or longer, until the case is closed. We strongly recommend contacting our customer service to resolve any issues before initiating a bank dispute.

Alternative Methods: If a return to the original payment method is not possible, we will issue the refund via check or other mutually agreeable means in a timely manner.

4. Limited Warranty Policy

Warranty Coverage: Zosi products are backed by a limited warranty of 1 or 2  years from the original date of purchase. This warranty covers defects in materials and workmanship under normal use.
*2-year warranty is applied to ZOSI products, including ZOSI DVRs NVRs, security cameras systems, security cameras.
*1-year warranty is applied to ZOSI  assccorries including cables, power adapter, solar panel.

Warranty Service: If a defective product is confirmed during the warranty period, we will provide repair, replacement with a refurbished product of the same function, or a refund, depending on the circumstances. This is the only remedy you are entitled to under this warranty policy.

What is Not Covered: This warranty does not cover damage resulting from accident, abuse, misuse, unauthorized repairs or modifications, failure to follow instructions, or normal wear and tear.

Gifts/Promotional Items: Complimentary gifts or promotional items received with a purchase are not covered under any warranty.

 

5. Contact Us

For any questions regarding returns or warranty, please contact our customer service team:

Email: support@zosisecurity.com