AV Costar Replacement and Repair Policy

Last updated: July 31, 2020

I. AV Costar REPAIRS

AV Costar cameras and other products that are covered by the Company’s three (3) year original factory warranty (hereinafter referred to as “products”) pursuant to the terms of AV Costar’s Global Limited Warranty can be returned to AV Costar for servicing within this warranty period. These products are eligible for a free advance replacement or repair at no additional cost.

For full warranty coverage details, see the AV Costar Global Limited Warranty for more information. Extended warranty coverage may be purchased for an additional cost from AV Costar at the time of the original purchase.

AV Costar products that are not covered by the Global Limited Warranty may be returned for repair. All such products are subject to the flat rate fee schedule in effect at the time of return (see Table 1 for the current fee schedule).  

In addition, if AV Costar determines that an in-warranty product has been damaged or modified upon receipt, the customer will be notified that the product can be repaired only under the flat rate repair fee schedule. Failures to properly install the product, user error, or alterations that result in a damaged product (water damage, broken components, etc.) are not covered under this warranty.

AV Costar determines product eligibility through its Technical Support team. Before any products can be returned to AV Costar for repair, they MUST have a related Technical Support ticket number (Zendesk Ticket #). To receive a Zendesk Ticket #, please contact us by one of the following methods:

By visiting this page on our website: https://support.arecontvision.com

By phone number: +1(818)937-0700 x 1

By email:  [email protected]

Free Advance Replacement

If a product is covered by the AV Costar Global Limited Warranty, the customer is entitled to our Advance Replacement service. The AV Costar Advance Replacement program will ship the replacement product(s) within two business days after the request for a replacement product is approved. The customer is then given 30 days from receipt of the replacement product to return the failed product without incurring expense. If the failed product is not returned within this period, there will be a charge of 83% of the then-current MSRP for the product that was not returned.

• Customers that experience product issues within the first 90 days of purchase will receive a new replacement product.  After 90 days, the customer will receive either a refurbished product or a new product if a refurbished product is not available.

• The warranty period for the Advance Replacement product will be for the remainder of the original product warranty period (the warranty period does not restart with the receipt of the replacement product).

• If the product model being returned for replacement/repair has been discontinued, AV Costar reserves the right to replace it with an equivalent or superior model that is refurbished or new.

Advance Replacement will not apply to customers who request to have the original product repaired and returned, as opposed to replaced.

In-Warranty Repair (No Advance Replacement)

If a product is covered by the AV Costar Global Limited Warranty, and the customer does not want to participate in the AV Costar Advance Replacement Program, the customer may send in the product to be repaired or replaced, at AV Costar’s option, and returned to the customer without providing any payment collateral.

• Customers that experience product issues within the first 90 days of receipt will receive a new replacement product.  After 90 days, the customer will receive either a refurbished product or new product if a refurbished product is not available.

• If the product model being returned for replacement/repair has been discontinued, AV Costar reserves the right to replace it with an equivalent or superior refurbished or new model.

Out-of-Warranty Repair

If a problem occurs with an AV Costar product that is no longer covered by the original factory warranty, the product can be repaired by AV Costar factory trained technicians after we have received payment according to the fee schedule below.

Repair service for out-of-warranty products is offered at a flat rate fee based upon the type of product being returned. The fee must be paid prior to the repair of the product.

• Table 1: Fee Schedule for Out-of-Warranty Repair
  Note: AV Costar reserves the right to change the fee schedule without notice.

Eligibility for Advance Replacement, In-Warranty Repair and Out-of-Warranty Repair

Eligibility for In-Warranty Products (ALL of the following criteria must be met)

• The product was purchased through an authorized AV Costar reseller or distributor
• The product must be within the warranty period
• A receipt or proof of purchase is provided to AV Costar
• A valid MAC address or serial number is provided to AV Costar
• A Technical Support Number (Zendesk Ticket #) is obtained from AV Costar and an Advance Replacement or Repair request is generated and provided by AV Costar

Eligibility for Out-of-Warranty Products

• The product was purchased through an authorized AV Costar reseller or distributor
• A valid MAC address or serial number is provided to AV Costar
• A Technical Support Number (Zendesk Ticket #) is obtained from AV Costar

Return Mailing Instructions

Advance Replacement, In-Warranty Repair 

The customer is responsible for shipping the product(s) to AV Costar within thirty (30) calendar days after receipt of replacement products using the Return Shipping Label provided by AV Costar Technical Support.

Out-of-Warranty Repair

Please affix or write the issued number (RMA #) on the exterior of all packages – failure to properly identify the packages may cause a delay in processing the return.

Ship the product(s) to the appropriate repair facility, as instructed by an AV Costar technician:

United States (HQ):

AV Costar

ATTN: RMA {Ticket #}

1801 Highland Ave, Suite K

Duarte, CA 91010​

Other

Contact AV Costar at +1(818)937-0700

Prior to shipping the product, please remove all accessories, mounts, and 3^rd party products.  Include the AV Costar accessory or mount if it also needs service and was shipped in the original camera package. Please make sure that your RMA # is clearly labeled on the package.

Shipping Charges

The customer is responsible for all shipping costs, taxes, and import duties for Out-of-Warranty repair returns. Shipping charges incurred in connection with the return of a product are non-refundable.

When AV Costar sends a replacement product or repaired product to the customer, AV Costar will provide free shipping (Ground Domestic, Standard International) and pay for all tax and import duty fees. If the product is lost or damaged when in transit to AV Costar, the customer bears the risk of damage for the product. If the product is lost or damaged when in transit to the customer, AV Costar bears the risk of damage up to the cost of the replacement product and shipping.

Other Important Information

Repair Duration

If it will take longer than five (5) days from AV Costar’s receipt of the product to repair the product, AV Costar may offer to provide a refurbished unit of the same model or an equivalent or superior model to the customer. If this becomes available, instructions will be provided to the customer via email. If the customer advises AV Costar that it would prefer to wait for the original product to be repaired, AV Costar will continue the repair process. The customer can review the status of the repair at any time using the Zendesk Ticket # on AV Costar’s support site at http://support.arecontvision.com or by calling +1(818)937-0700.

Repaired or Replaced Product Warranty Period (For Out-of-Warranty Repairs)

The warranty period for the Repaired or Replacement product will be one year from the date the product is shipped back to the customer.

Damaged items

If a customer receives a damaged product, the customer should notify AV Costar immediately for assistance. 

CONTACT US

If you have any questions about our Replacement and Repair Policy, please contact us: by phone number:  +1(818)937-0700 or by email: [email protected].