ARN Video Solutions – Return & Refund Policy
At ARN Video Solutions, we are committed to delivering high-quality, advanced engineering and video solutions to the public, our municipalities and venue partners. Because our projects often involve specialized hardware, custom software configurations, and dedicated engineering services, our return and refund guidelines vary by product type.
1. Hardware & Physical Equipment
Return Window: Eligible, non-custom hardware components can be returned within 30 days of delivery.
Condition: Items must be in their original packaging, unused, unaltered, and include all original manuals, cables, and accessories.
Restocking Fees: 0% restocking fee.
Exceptions: Custom-built enclosures, modified brackets, or hardware permanently integrated into a venue structure cannot be returned once installation begins.
2. Custom Engineering & Software Solutions
Services Rendered: Fees for custom engineering design, on-site venue assessments, and installation labor are non-refundable once work has commenced.
Software Licensing: Custom software configurations, digital licenses, and specialized integrations are non-refundable once the license keys have been generated or deployed to your system.
Project Milestones: For large-scale municipality contracts, refunds for cancelled projects are governed strictly by the termination clauses outlined in your specific Master Services Agreement (MSA) or Statement of Work (SOW).
3. Shipping & Return Logistics
Return Authorization: Before shipping any equipment back, you must contact your project manager or our support team to obtain a Return Merchandise Authorization (RMA) number. Packages shipped without an RMA number will not be accepted.
Shipping Costs: The customer is responsible for all return shipping charges, including tracking and insurance. ARN Video Solutions is not liable for return shipments lost or damaged in transit.
4. Damaged or Defective Items
If any component arrives damaged or fails to function during initial deployment, please notify us within 48 hours of delivery or installation. We will fast-track a replacement or deploy a technician to resolve the issue under the terms of the equipment’s manufacturer warranty.
How to Initiate a Return
To request a return or discuss a project modification, please contact your dedicated ARN Video Solutions Account Manager or email our support desk directly at bridget@evsarn.com .