Return & Refund Policy

1. 30-Day Return Period

SOTVITAV accepts eligible return requests submitted within 30 days from the date the order is confirmed as delivered. Before sending any item back, please contact our customer support team at: service@sotvitav.com Our team will review your request, determine whether the item qualifies for return, and provide the appropriate return instructions together with the authorized return address. Please do not ship any security camera equipment back before receiving return authorization from us. Packages sent without prior approval, or sent to an address that has not been provided by our support team, may be delayed, rejected, or unable to be processed.

2. Conditions for an Eligible Return

Except where a product arrives damaged, defective, incorrect, incomplete, or where applicable law provides additional rights, items returned for personal-preference reasons should generally meet the following conditions:

• Unused or maintained in like-new condition

• Free from visible wear, scratches, cracks, mounting damage, or customer-caused damage

• Not altered, modified, or repaired

• Returned with all parts originally supplied

• Returned with all included accessories (e.g., power adapters, mounting brackets, screws, wall anchors, antennas, cables, and waterproof seals)

• Returned with SD cards, memory cards, or other bundled storage components where supplied

• Returned with instruction manuals, quick start guides, mounting templates, or product inserts where supplied

• Returned in the original protective packaging whenever reasonably possible

Proof of purchase, including an order number or order confirmation, may be requested. Because SOTVITAV security cameras feature sensitive optical lenses, delicate image sensors, wireless antennas, precision mounting hardware, and electronic circuit components, all returned devices should be packed carefully to help protect them during transportation. Returned products may be inspected before any refund is approved.

3. Opened, Tried-On, or Used Cameras

Opening the packaging does not automatically prevent an item from being returned. However, where permitted by law, cameras returned for personal-preference reasons after being opened, mounted, powered on, or tested may be subject to a condition inspection. Returned products should not show evidence of:

• Excessive wear or outdoor exposure marks

• Misuse or improper installation

• Customer-caused breakage or lens scratches

• Unauthorized disassembly, firmware flashing, or modifications

• Unauthorized repairs or wiring alterations

• Missing accessories or components

• Improper storage or exposure to extreme conditions beyond rated specifications

• Water or weather damage resulting from improper installation of waterproof cable seals

• Damage caused after delivery

Where legally permitted, a reduction in refund value may apply if customer handling has caused a measurable loss in the item's value beyond what was reasonably necessary to examine the product.

4. Items That May Not Qualify for Return

Where allowed under applicable law, certain items may be excluded from preference-based returns, including:

• Personalized, custom-configured, or customized surveillance hardware

• Gift cards or digital subscription codes/cloud storage vouchers

• Products clearly identified as final sale

• Security cameras damaged through improper power voltage, incorrect wiring, or improper outdoor installation

• Items altered, disassembled, or repaired without authorization

• Products missing substantial components or core accessories because of customer handling

• Other products specifically identified as non-returnable before purchase

Any product-specific exclusions will be displayed on the relevant product page or otherwise communicated before a return is approved. Nothing in this section is intended to limit consumer rights that cannot legally be excluded or restricted.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your SOTVITAV order as soon as reasonably possible after delivery. Prompt inspection is especially important for electronic equipment such as:

• Outdoor bullet & dome cameras

• Indoor PTZ (Pan-Tilt-Zoom) cameras

• Solar panel accessories & battery power modules

• Power adapters & extension cables

• Antennas & wireless receivers

• Mounting hardware & bracket assemblies

• Waterproof connectors & cable jackets

• Memory cards & hardware accessories

Please contact us promptly if your order arrives:

• Broken, cracked, or crushed

• Defective or failing to power on

• Scratched lens or damaged optical sensor

• Incorrect product or model

• Missing accessories, cables, or hardware

• Incomplete shipments

To help us review the issue efficiently, we may ask you to provide:

• Your order number

• Product name or model

• Clear photographs of the camera and accessories

• Images of the inner protective packaging

• Images of the external shipping package

• A photograph of the shipping label, where available

• A short video demonstrating the problem, where relevant

For security camera functional issues, video evidence may be particularly useful for situations involving:

• A camera that fails to power on or boot up

• Night vision / IR LEDs not triggering properly

• Pan-tilt-zoom motor mechanisms grinding or failing to rotate

• WiFi connection or network pairing failure

• Corrupted, distorted, or missing video feed

• Speaker or microphone audio distortion

• Motion detection sensor errors

After reviewing the information provided, we will advise you of the appropriate resolution based on the circumstances, this policy, and applicable consumer law.

6. Basic Checks Before a Return

For certain reported functional or connectivity concerns, our support team may first suggest reasonable troubleshooting steps before arranging a return. For security cameras, these checks may include:

• Confirming the power outlet or adapter is supplying sufficient voltage

• Verifying network connectivity (e.g., 2.4GHz vs 5GHz WiFi frequency compatibility)

• Resetting the camera to factory settings using the reset button

• Checking network cable seating or antenna attachments

• Ensuring the micro SD card is formatted correctly (e.g., FAT32 / exFAT)

• Reviewing the app configuration, firmware updates, or user guide

If a lens, housing, circuit board, power supply, or mounting assembly appears structurally damaged, we may request photographs or additional information to better understand the issue. You are not required to continue installing or operating any device that appears damaged, unsafe, electrical-hazard prone, or unsuitable for normal use.

7. Return Shipping Costs

For preference-based returns, customers will generally be responsible for return shipping costs where permitted by applicable law. Examples include:

• Change of mind

• Selecting an unsuitable model or feature set

• Choosing the wrong color or resolution format

• No longer wanting or needing the camera

• The equipment not matching personal installation preferences

• Other reasons unrelated to an error by SOTVITAV

If SOTVITAV confirms that an item was:

• Damaged during delivery

• Defective

• Incorrectly supplied

• Incomplete

• Otherwise legally eligible for seller-paid return costs

we will provide the relevant return or resolution instructions. Please do not independently purchase unusually expensive shipping services or arrange an unrequested return before receiving instructions from our support team.

8. Original Shipping Charges

Original shipping charges are generally not refundable for preference-based returns unless:

• SOTVITAV expressly states otherwise

• The return resulted from an error by SOTVITAV

• The item arrived defective, damaged, or incorrectly supplied

• Applicable law requires the original shipping charge to be reimbursed

9. Authorized Return Address

The appropriate return location may differ depending on factors such as:

• Product type

• Fulfillment center

• Customer destination

• Warehouse location

• Logistics arrangements

• The reason for the return

For this reason, customers should not send returns to our registered company address unless our support team specifically instructs them to do so. Once your return request has been reviewed and approved, SOTVITAV will provide the correct return address and applicable shipping instructions.

10. Packaging Returned Cameras

SOTVITAV products contain electronic circuit boards, camera lenses, glass covers, precision motors, and delicate electronic components. Returned products should be packed securely to reduce the risk of damage while in transit. Where reasonably possible, the return package should contain all items originally supplied, including:

• The main security camera unit

• Power adapters, cables, and extension cords

• Mounting brackets, wall plates, and hardware sets

• Antennas and wireless modules

• Waterproof grommets, cable caps, and rubber seals

• Micro SD cards or bundled accessories

• Product manuals, mounting templates, and inserts

• Original protective materials and original product packaging

Cameras and accessories should be protected against movement, impact, pressure, crushing, or moisture exposure inside the parcel. For preference-based returns, customers are responsible for packaging the returned item appropriately for shipment.

11. Missing Accessories or Components

Where allowed by applicable law, a refund may be reduced if a returned product is missing parts or accessories originally supplied with the item. Examples may include:

• Power adapters or power cords

• Antennas

• Mounting brackets or screws

• Waterproof seals and connector caps

• Included SD cards

• Product manuals and installation guides

• Protective packaging materials

Any deduction will depend on the specific circumstances of the return and applicable legal requirements.

12. Inspection of Returned Items

After a returned item reaches the authorized return location, it may be inspected to verify:

• Product identity and serial number

• Return eligibility

• Overall physical and operational condition

• Reason for return

• Included accessories and power hardware

• Condition of lenses, camera housings, cable assemblies, and internal electronics

Approval of a return request does not necessarily mean that a refund has already been approved. A final refund decision may be made after the returned product has been received and inspected.

13. Refund Processing

When a return is approved following inspection, the refund will normally be issued to the original payment method. After SOTVITAV submits the refund, your bank, card issuer, payment processor, or other financial institution may require additional time before the funds become visible in your account. Processing periods vary depending on the payment provider and are outside the direct control of SOTVITAV.

14. Possible Refund Adjustments

Where legally permitted, a reasonable reduction may be applied to a refund if the returned product has lost value because of:

• Missing power adapters, cables, or mounting accessories

• Missing components or hardware

• Excessive use, outdoor dirt accumulation, or wall-mounting wear

• Customer-caused lens scratching or housing cracks

• Customer-caused physical or electrical breakage

• Improper handling, short-circuiting, or wrong voltage usage

• Unauthorized modification, disassembly, or firmware tampering

• Unauthorized repair attempts

• Damage occurring after delivery

Any adjustment will be assessed individually based on the condition of the returned camera, the circumstances of the return, and applicable law.

15. Exchanges

Exchange availability depends on current inventory. Because SOTVITAV security cameras may be offered in different:

• Resolutions (e.g., 2K, 4K, 1080p)

• Connectivity types (WiFi, PoE, 4G LTE)

• Power configurations (Solar/Battery, Hardwired)

• Colors and housing finishes

• Lens field-of-view specifications

• Model variations

the preferred replacement item may not always be available. Where a direct exchange cannot be completed, the most practical option may be to:

1. Request a return for the eligible item.

2. Complete the authorized return process.

3. Place a new order for the preferred model or specification.

Please contact customer support before sending a product back for exchange.

16. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible after placing it. Email: service@sotvitav.com We will make reasonable efforts to cancel your order before fulfillment begins. However, cancellation cannot be guaranteed after an order has entered any of the following stages:

• Processing

• Picking

• Packing

• Protective camera hardware packaging

• Fulfillment

• Shipment preparation

• Dispatch

If the order has already been shipped, you may need to wait until delivery and then follow the applicable return procedure.

17. Refunds for Successfully Canceled Orders

If an order is successfully canceled after payment has already been processed, the applicable refund will generally be returned to the original payment method or another method permitted by the relevant payment provider. Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

18. Refused or Unclaimed Shipments

Refusing a delivery does not automatically entitle an order to a full refund. If a shipment is refused, left unclaimed, or returned to the sender, please contact SOTVITAV so we can review the circumstances, including:

• Delivery status

• Carrier charges

• Condition of the returned package

• Condition of the camera equipment

• Return eligibility

• Any other relevant circumstances

Where permitted by applicable law, reasonable shipping or return expenses may be deducted from a preference-based refund when those costs result from refusing or failing to accept an otherwise valid delivery.

19. International Returns

International returns may involve additional considerations, including:

• Return shipping expenses

• Customs procedures and declarations

• Carrier requirements

• Required documentation

• Longer transportation times

Security cameras, solar panels, and electronic devices may require additional protective padding during international return transportation. Please contact SOTVITAV before sending an international return. Except where responsibility cannot legally be excluded, SOTVITAV is not responsible for unnecessary customs fees, additional shipping costs, or other expenses resulting from a return being shipped without following the instructions provided by our support team.

20. Consumer Rights

This Return & Refund Policy supplements applicable statutory consumer protections and does not replace them. Depending on the country, state, province, or region in which you live, you may have additional legal rights relating to:

• Defective electronic products

• Product conformity

• Damaged items

• Repairs

• Replacements

• Returns

• Refunds

• Cancellation rights

• Withdrawal rights

Nothing in this policy is intended to waive, remove, or limit any consumer right that cannot legally be excluded. Where mandatory consumer protection laws provide customers with greater rights than those stated in this policy, those statutory rights will continue to apply.

21. Contact SOTVITAV

If you have questions regarding a return, refund, exchange, damaged item, defective camera, incorrect product, incomplete order, or cancellation request, please contact us.

• Brand: SOTVITAV

• Website: sotvitav.com

• Legal Entity: Chongqing Xiaoyusheng E-Commerce Co., Ltd.

• Unified Social Credit Code: 91500118MAEEF3Y01J

• Registered Address: Units 1-8, No. 11-2 Haitang Avenue, Shenglilu Subdistrict, Yongchuan District, Chongqing

• Customer Support Email: service@sotvitav.com

For order-related inquiries, please include your order number and the email address used when placing the order. For damaged security cameras, lenses, solar panels, mounting brackets, power adapters, or missing accessories, please also provide clear photographs showing both the product and its packaging. For your security, please never send complete credit card numbers, CVV/security codes, passwords, or other sensitive account credentials by email.

sotvitav.com is operated by Chongqing Xiaoyusheng E-Commerce Co., Ltd.