Our Quality Promise & Limited Warranty

Our Quality Promise

At SOTVITAV, we are committed to providing security cameras and surveillance equipment that meet our standards for performance, workmanship, materials, and overall product quality. Before shipment, our products are inspected to help confirm that each device is in suitable operating condition for delivery. Because optical lenses, image sensors, circuit boards, solar panels, and housing seals can be delicate, we take reasonable care when preparing orders for shipment. If an eligible product arrives damaged, defective, incomplete, or otherwise affected by a covered issue, our customer support team will assist you in reviewing the problem and determining the appropriate resolution under this warranty.

30-Day Limited Warranty Coverage

Most eligible security camera products purchased from SOTVITAV are covered by a 30-day limited warranty, beginning on the date the order is confirmed as delivered. This warranty applies to qualifying security cameras, solar panels, and camera accessories, and is intended to cover certain manufacturing, material, assembly, and hardware defects. Depending on the specific circumstances of an approved claim, the available resolution may include:

• Replacement of the affected camera or accessory

• A comparable replacement of similar type, resolution, and value

• Store credit, where appropriate

• Technical or repair support, where reasonably available

• A refund where applicable and permitted by law

This warranty applies to covered defects and is not intended to cover ordinary wear, aging, accidental damage, or changes resulting from normal use.

Issues Covered by This Warranty

Manufacturing or Material Defects This warranty may cover defects in materials, internal circuitry, optical sensors, assembly, or hardware workmanship that become apparent during the applicable warranty period and are not caused by misuse, accidental damage, or improper installation.

Power, Connectivity, or Mechanical Component Problems Coverage may apply where a power port, battery module, night vision LED array, speaker, microphone, pan-tilt motor mechanism, antenna connector, or similar component is defective upon arrival or fails during reasonable normal use due to a manufacturing-related issue.

Structural & Housing Problems Eligible structural defects may include problems involving the integrity of the camera unit, such as faulty mounting brackets, improperly sealed weatherproof housings, or manufacturing weaknesses in the hardware body not resulting from ordinary wear or customer handling.

Damage Present at Delivery Security camera equipment that arrives broken, cracked, crushed, visibly damaged, or unusable as a result of shipping or handling may qualify for review under this warranty.

Situations Not Covered

This limited warranty does not generally apply to damage or deterioration caused by:

• Normal wear and tear

• Surface scratching or discoloration from regular outdoor exposure

• Natural degradation of rechargeable batteries over time

• Improper installation, incorrect mounting, or improper electrical wiring

• Exposure to incorrect voltage or power surges

• Misuse, abuse, or improper storage

• Accidents, dropping, or impact damage

• Unauthorized repairs, disassembly, or modification

• Unauthorized firmware modifications or tampering

• Exposure to extreme environmental conditions beyond the product's rated IP water/dust resistance specifications

• Failure to properly seal waterproof cable ports or grommets

• Loss or theft

• Other circumstances unrelated to a manufacturing or workmanship defect

The warranty may become invalid where there is reasonable evidence that misuse, unauthorized repair, improper wiring, physical modification, or another non-warranty event has materially altered the condition, internal structure, or usable life of the security camera equipment.

Damaged, Defective, or Incomplete Camera Equipment

If your SOTVITAV security camera, solar panel, or accessory arrives broken, damaged, defective, incomplete, or missing included parts, please contact our customer support team as soon as reasonably possible. To help us evaluate the issue efficiently, please provide:

• Your order information

• Your full name and contact details

• A clear explanation of the problem

• Clear photographs showing the affected area or damaged hardware

• A short video where the issue is easier to demonstrate visually

• Photographs of the packaging if the product was damaged during shipping

For example, photographs or video may be useful when reporting:

• A camera that fails to power on or boot up

• A cracked optical lens or sensor glass

• Night vision / IR LEDs failing to activate

• Pan-tilt-zoom (PTZ) motor failures or abnormal grinding noises

• WiFi, antenna, or network pairing connection issues

• Corrupted, distorted, or missing video feeds

• Speaker or microphone audio malfunction

• A defective mounting bracket or missing hardware component

Please do not discard damaged camera hardware, broken parts, packaging materials, or affected accessories until our customer support team has reviewed your claim and advised you what to do next.

Submitting a Warranty Claim

To request warranty assistance, contact SOTVITAV customer support at service@sotvitav.com and provide your order number together with a clear description of the issue. Where relevant, please include photographs and a short video clearly showing the reported defect or damage. Our support team will review the information provided and determine whether the issue qualifies under the applicable warranty conditions. All warranty claims are subject to reasonable verification before a replacement, repair, credit, refund, or other resolution is approved.

Replacement Items

If a warranty claim is approved, SOTVITAV may arrange a replacement product or another appropriate remedy depending on the circumstances. If the exact camera model, resolution format, color option, or product variation is no longer available, we may offer:

• A similar security camera or accessory of comparable type, specification, and value

• Store credit

• Another reasonable resolution appropriate to the claim

Any replacement product will be subject to the warranty terms applicable to that replacement.

Refunds Under Warranty

Approval of a warranty claim does not automatically guarantee a full refund. Refund eligibility depends on the nature of the issue, the circumstances of the claim, applicable law, and the conditions set out in our separate Return & Refund Policy. Where a refund is approved, it will generally be issued to the original payment method. After the refund is submitted, the time required for the funds to appear in your account may vary depending on your bank, card issuer, payment processor, or other financial institution.

Warranty and Returns Are Separate

This warranty is separate from the return rights available under our Return & Refund Policy. The warranty is primarily intended to address qualifying manufacturing defects, hardware failures, material defects, and workmanship problems. A return requested for reasons such as personal preference, selecting an unneeded feature set, change of mind, or another non-defect reason will generally be handled according to the applicable Return & Refund Policy rather than this warranty. If your warranty period has expired, you may review our Return & Refund Policy to determine whether another return option is available.

Shipping Damage

If the parcel or camera equipment appears damaged when delivered, please contact our customer support team and provide clear photographs of both the product and its shipping packaging. For shipping-related damage, we may request photographs showing:

• The outer shipping package

• The shipping label

• The damaged camera or accessory

• The inner protective foam or packaging materials

• The affected hardware together with the packaging

Please keep all shipping materials until the claim has been reviewed, as photographs of the packaging may help us determine how the damage occurred.

Camera Care & Maintenance Recommendations

To help preserve the performance and operating life of SOTVITAV security cameras:

• Mount cameras securely using the appropriate hardware provided

• Ensure power supply voltages match the product specifications

• Properly secure waterproof cable glands and rubber seals on outdoor units

• Keep optical lenses clean by wiping gently with a soft, clean micro-fiber cloth

• Avoid using harsh chemical cleaners or abrasive materials on lenses or camera housings

• Ensure wireless antennas are tightened securely for optimal connection

• Periodically check mounting screws and wall anchors for stability

• Perform regular app and firmware updates as recommended

• Avoid exposing non-waterproof indoor camera models to rain or excessive moisture

• Do not attempt to open or disassemble sealed camera bodies unless instructed by support

Proper installation and maintenance can help reduce unnecessary wear and ensure reliable long-term security surveillance.

Consumer Rights

This limited warranty is provided in addition to any rights available under applicable consumer protection law and our separate Return & Refund Policy. Nothing in this warranty is intended to exclude, restrict, or waive legal rights that cannot lawfully be excluded. If mandatory consumer protection laws provide greater rights or remedies than those described in this warranty, those statutory rights will continue to apply.

Contact SOTVITAV

If you have questions regarding product quality, warranty coverage, damaged cameras, defective surveillance equipment, missing accessories, or warranty claims, please contact our customer support team.

• 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

We aim to respond to customer service inquiries within 24–48 hours.

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