No change of mind return
Please note that we are not required to provide a refund or replacement if you change your mind.
Please check the device specifications and compatibility to ensure they are what you require before placing the order. We do not supply devices on a trial basis.
We are more than happy to provide you with advice regarding the compatibility or suitability of the devices. However, we cannot guarantee or take any responsibility that the recommended devices will suit your requirements or working environment. It’s up to you to make the decision regarding product selection.
You can choose a refund or exchange if an item has a major problem when dead on arrival (DOA) or within the manufacturer warranty period.
This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Warranty on all devices will be in line with the warranty period offered at the time of purchase.
Reyee & Ruijie products (Excluding Clearance items) – 3 years
(Check with us for other Ruijie enterprise-level order base products)
Reyee & Ruijie Clearance products – 2 years
UniView Clearance Switches & Camera products – 1 year
Dead on arrival (DOA)
Star-Link Group offers 14 calendar days (since order date) dead on arrival (DOA) failure policy.
A manufacturing defect that appears within 14 days of purchase will be defined as dead on arrival DOA.
Other criteria for return
All devices also need to meet all the following criteria to be returned:
1.There is no physical damage or liquid damage can be found on the device. There is no damage because of incorrect use of voltage supply or source.
2.There is no modification has been made to the device.
3.The original completed sales package is required and there is no damage to the package. There are no missing parts (including instruction manuals, installation kits, warranty forms etc). Complete serial number is required.
4.You will need to obtain a RAN (Return Authorization Number) before returning the device.
5.You will need to attach a copy of the original tax invoice for the item.
RAN (Return Authorization Number)
To obtain a Return Authorization Number, please fill out a Return and Warranty Form. You are required to obtain a RAN before returning any devices to us. RAN is valid for 7 days only, any item sent after the seven days after issuing day will not be accepted by us.
1.Firstly, you need to submit a Return and Warranty Form on this website. After we access the case, we will contact you through email and issue you with a RAN, and advise you of the postal address for you to send items back.
2.You must print / clearly write the RAN (Return Authorization number) on the delivery label and provide a copy of the original tax invoice when returning the items. If a RAN cannot be identified, we won’t be able to accept delivery of the returned devices.
3.You will be responsible for all relevant costs incurred in returning the devices to us for repair, replacement, or refund.
4.A RAN is only an authorization for you to return devices to us for evaluation.
We do not guarantee credit, repair, or replacement by issuing a RAN.
5.Star-Link Group will check and test the device, and the manufacturer will get involved to determine whether the product meets the requirements for warranty replacement. We will let you know the outcome of the decision and the reason for it. If no fault is found, the device will be returned to you and a freight cost will be charged.
If the unit is tested faulty, a replacement device will be sent to you. If no replacement device is available, a credit or refund will be issued to you. You will be responsible for all costs incurred in returning the replaced devices. Once devices are ready, you will be advised of the delivery cost in advance. The replacement device will be dispatched back to you at your risk once payment is received and cleared.
6.The whole process may take up to 28 days, although in most instances the process is much faster, between 1 to 2 weeks.