Refund policy

Thank you for your purchase at ANRAN.  We sincerely hope that you are satisfied with your product(s);  however, if for any reason you are not completely happy or require assistance with repairs, please do not hesitate to contact us.  We are always available to support you.

Warranty Policy

1.  Warranty Period

ANRAN offers warranty service and official customer support, which are applicable only to new products purchased from the ANRAN official website, as well as official stores on Amazon and other authorized channels.  For products purchased through ANRAN's authorized resellers or distributors, please contact them directly for after-sales service.
For new products (IP cameras/NVR KIT/accessories) purchased from ANRAN, we offer a limited 1-year warranty.
Replacement Unit: The warranty for ANRAN products is effective from the original date of purchase, and will be extended by the number of whole days that the product is being repaired under warranty.

2.  Warranty Forfeiture

The warranty provided by ANRAN is void in the following situations:
(a) Products marked as “sample” or “Not for Sale”, sold “AS IS”, or sent to the buyer as “prototype”

(b) Products that are purchased from unauthorized distributors or resellers

(c) Trade-marks, serial tags, and product stickers that have been removed, altered, or tampered with

(d) Products that have been dismantled, mishandled, improperly used, or defaced

(e) Abuse of firmware upgrade without guidance from authorized technicians

(f) Damage that has resulted from accident, dismantling, abuse, or service or modification by someone other than the appointed vendor, souse, fission or if the spare part is over the period of warranty.

(g) Products that are damaged due to improper working environment or operation, including but not limited to improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, or using the wrong power adapter.

(h) Products that are damaged due to the violation of directions on safe battery handling and usage.

(i) Products that are damaged due to force majeure, natural disasters, or any other causes beyond the control of ANRAN.

(j) Warranty, refund, or replacement options are not available for products that are received or will be received in the feedback program.

(k) The warranty is only for the original purchaser and is not transferable to any other party.

3. Limitation of Damages

ANRAN is not responsible for any additional warranty or commitment promised by authorized resellers, agents, distributors, or any other third parties. If such parties have provided any additional commitment or warranty, we recommend requesting written documentation to safeguard your rights and interests.
Apart from the scenarios where warranty is forfeited as mentioned above, ANRAN will not be liable for any consequential, incidental, exemplary, or special damages arising from or related to this limited warranty or the product, including but not limited to damages for lost data or profiles. And the total liability of ANRAN in relation to this limited warranty or the product will not exceed the amount paid by you for the product.

Return & Refund Policy

Product: At ANRAN, we are dedicated to ensuring our customers' satisfaction. If for any reason the product did not meet your expectations or was found to be defective, we offer the following policies for you to request a refund, exchange, or repair, depending on your specific situation.
Accessories: If you are not satisfied with any of the accessories, you can request a replacement or a full refund at any time. Our return and refund policy for accessories is consistent with that of the camera. We will cover the shipping costs for any new replacements that we send to you.
Important Note: Typically, orders that are being processed, on hold, or have already been shipped out (with a received tracking number or a completed order status) cannot be canceled. In the event that you refuse delivery due to force majeure after the package has been dispatched from ANRAN, you will be subject to the following return and refund policies and will be responsible for the original shipping charges, which will be deducted from your refund.

1. Policy for Returns of Products 

a) For Unwanted Products

If the ANRAN product you purchased directly from ANRAN does not meet your satisfaction or is not suitable for your installation application, but has not been confirmed defective by certified ANRAN technicians, we refer to such a product as an "unwanted product".

You have the option to return the unwanted product (Product for Refund) to ANRAN for a full refund or replacement within 30 days from the delivery date, unless otherwise indicated on the product listing on our website, receipt, or packing slip. Please note that you are responsible for the shipping fees. Refunds and exchanges for unwanted products are not available beyond the 30-day time frame.

In order to prevent any delay or rejection of your refund request, please ensure that your Product for Refund meets all of our Inspection Criteria as outlined below.

The Product for Refund must meet the following requirements:

1. The product must be shipped securely in its original manufacturer's packaging;

2. The product must include all accessories, documentation, and standard certification labels originally provided, such as UL listing, capacity, brand name, UPC code, and any other relevant materials;

3. It must not have any permanent alterations, such as paint, altered connection inputs, severed wires or cables, or signs of removed screws/fasteners or seals;

4. It must be free from any damages, including dents, scratches, cracks, abuse, defacement, or damages resulting from power surges

5. Returns may be rejected if product does not meet the above requirements.

To ensure your own protection, we highly recommend that you use a carrier with traceable shipping capabilities that can provide delivery confirmation when returning your Product for Refund to the specified location in the authorization. Please note that ANRAN is not liable for any loss or damage incurred to the Product for Refund during transit.

Upon receipt of the Product for Refund, ANRAN will conduct a thorough inspection to determine if it meets the Inspection Criteria. In the event that the Product for Refund does not comply with the Inspection Criteria (referred to as the "Non-conforming Product for Refund"), ANRAN reserves the right to reject the Non-conforming Product for Refund or impose a restocking fee of up to 20%, at its sole discretion. It is important to note that the inspection process may take up to 5 business days from the time your Product for Refund is received.

In the event that ANRAN rejects the Non-conforming Product for Refund, you will be responsible for all costs and fees associated with shipping the Nonconforming Product for Refund back to you.

b) For Defective Products (Not Artificially Damaged)

If you receive a defective product (not damaged by misuse) and notify us within 30 days of delivery, you may return it to ANRAN for a full refund or replacement. ANRAN will cover all shipping fees associated with the return.

If your item becomes defective after the initial 30-day period but is still within our 1-year warranty, a full refund will not be available. However, we do offer replacement or repair services. ANRAN will cover all shipping fees associated with the return.

c) For Artificially Damaged Products

If the product has been damaged due to artificial causes, you will not be eligible for a refund. If the product becomes defective within the first 30 days, you may be eligible for a replacement or repair service. However, you will be responsible for any service charges, shipping costs, and other fees associated with the replacement or repair. If the product becomes defective after the initial 30-day period, replacement or repair services will no longer be available.

d) How to Return

Contact our customer service team to detail your requirements and provide sufficient proof of purchase, such as order number from ANRAN official website, as well as official stores on Amazon and other authorized channels.

e) Shipping in Return Process

To safeguard your interests, we highly recommend that you choose a traceable carrier capable of providing delivery confirmation when returning the product to the location specified in the authorization. Please note that ANRAN will not be held liable for any loss or damage incurred during transit of the returned product.

International customers may be required to pay duties, taxes, and brokerage fees when returning a product. These fees are the responsibility of the customer.

If a returned product is deemed by certified ANRAN technicians to be non-defective or not covered under the ANRAN limited warranty, you will be responsible for arranging the shipment of the product back to your location from ANRAN.

If after testing, the returned product is found to be not covered by the ANRAN limited warranty, you will be responsible for arranging shipment of the product back to your location from ANRAN. The certified ANRAN technicians will determine whether the product is covered by the warranty or not.

2. Return Policy for Products Purchased from a Third-Party

If you have purchased an ANRAN product from a third-party store or vendor and it does not meet your expectations or is not suitable for your installation, please contact the store or vendor from which you originally purchased the product for their return and refund policy. Any return or refund processes related to ANRAN products purchased from third-party stores or vendors are subject to the specific policies of those stores or vendors. Please refer to the return and refund policy of the original store or vendor where you purchased your ANRAN product for more detailed information. It is important to note that ANRAN is not responsible for any refunds or returns related to products purchased from third-party stores or vendors.

Upgrade or Exchange Policy

Unless all of the following requirements are met, ANRAN will not be able to exchange any returned product with a different type:

1. The returned product was returned to ANRAN for repair or replacement under their limited warranty and is within the 1-year warranty period;

2. The certified ANRAN technicians have determined that the returned product is defective and cannot be repaired;

3. Products of the same model as the returned product are currently out of stock or will not be available in the near future because production has already ceased.

If the returned product meets the necessary requirements, ANRAN may, at its sole discretion, offer various options for substitution or upgrading the product. However, if you desire a product beyond the free substitution, additional fees may apply.

It's important to note that for any new exchange products, you cannot request a further substitution unless they are confirmed to be defective or nonrepairable by certified ANRAN technicians.

Missing Parts Policy

The policies regarding missing parts for your ordered product may vary depending on where your products have been shipped from.

a). For Orders Shipped Directly from ANRAN’s Warehouse

If customers receive products from ANRAN's warehouse that are missing parts or if they have received the wrong product, we require that you notify us within 15 days of the delivery date. We may request image confirmations before proceeding with an exchange for a complete product. This verification process helps to prevent fraudulent claims and ensures that we promptly provide our customers with a satisfactory solution to any issues they may encounter with their orders.

If you did not receive your order or if the product you received was damaged, we urge you to contact ANRAN's customer support as soon as possible. In the event that the ordered product arrives damaged or incomplete due to external factors, we request that customers keep all interior and exterior packaging materials. This information is necessary when we file the shipping claim with the carrier service responsible for delivering your order. Our goal is to ensure that our customers receive their orders in full and in a timely manner, and we appreciate your cooperation in helping us to identify and resolve any issues that may arise during the shipping process.

b). For Orders Shipped from Third-Party Stores or Vendors

If your order arrives incomplete, is not delivered, or the product you ordered is damaged, please contact the third-party store or vendor from which you placed and shipped the order through their detailed policy or information. The store or vendor should have a specific solution for these issues. If they are unable to provide a satisfactory solution, you can also contact ANRAN customer support for further assistance. We are committed to providing the necessary support to our customers and ensuring a positive resolution to any problem you encounter.

We apologize to hear that you are not completely satisfied with your purchase. Please note that we are available 24/7 to answer any questions you have about our products or services.