Warranty - Returns - Shipping

Thank you for choosing MorphXStar for you security camera solutions. We hope you love your purchases, however, if you’re not totally satisfied with the products or need to request a repair, we are always happy to assist you.

Warranty Policy

1. Warranty Period

MorphXStar/MXS backs all of its products with a 2 year limited warranty and provides warranty service and professional customer support for all MXS products purchased from its official website, official stores on Amazon or other official authorized channels.

2. Warranty Forfeiture

Warranty is void in the following situations:

  • Products are purchased from unauthorized distributors or re-sellers.
  • Trade-marks, serial tags, product stickers have been removed, altered or tampered with.
  • Products are dismantled, mishandled, improperly used or defaced.
  • Improper firmware upgrade without the authorized technician’s guidance.
  • Damage has resulted from accident, dismantling, abuse, service or modification by someone other than at the direction of MXS technical support.
  • Products are damaged due to improper working environment or operation, such as improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using wrong power adapter, etc.
  • Products are damaged due to natural disaster such as a hurricane, rain, thunderstorm, hail storm, sleet, snow or other severe weather conditions.

Warranty is for the original purchaser only and is not transferable.

3. Limitation of Damages

MXS is not responsible for any extra warranty or commitment promised by re-sellers, agents, distributors or any other third parties. If they promised you some extra commitment or warranty, please ask for written documents to protect your rights and interests.

In addition to the above warranty forfeiture, in no event will MXS be responsible for any consequential, incidental, exemplary, or special damages, including any damages for lost data or lost profiles, arising from or relating to this limited warranty or the product, and MXS total cumulative liability arising from or related to this limited warranty or the product will not exceed the amount actually paid for the product by you.

Return & Refund Policy
Here at MXS we are committed to our customers’ satisfaction. If the product did not meet your expectations, you can request a full refund or exchange within 30 days from the date of purchase.

More than 30 days after purchase warranty coverage provides for repair or replacement only, of items determined defective by MXS technical support. We are not responsible for any refund for any product more than 30 days from the date of purchase.

Customers must inform us within 30 days of the delivery date of missing products, parts or receiving the wrong items.

Products purchased from other channels except MXS official website are subject to the specific policies of each platform. MXS is not responsible for, or bound to their refund and return policies.

Orders that have already processed, have already shipped, or are in transit can not be canceled. If the buyer refuses delivery of an order resulting in the order being returned to MXS, all shipping costs will be deducted prior to processing refund requests.

 

1. Return Policy MXS

If a product that you purchased directly from MXS does not meet your satisfaction or the buyer wishes to return a product, you may return your Product for Refund to MXS for a full refund within 30 days of the purchase date unless otherwise specified in the products’ listing on our website, on the receipt or packing slip. You are responsible for the shipping fees. Refunds and/or exchanges are not available for items more than 30 days from the purchase date.

a) Product return within 30 Days for Refund

To avoid any delay or denial of processing your refund request, the product returned must be:

  1. In the original manufacturers packaging, and shipped securely.
  2. Complete with all the accessories, documentations, and standard certification labels originally, including, but is not limited to, UL listing, capacity, brand name, UPC code.
  3. Free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals.
  4. Free from damages of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damages resulting from power surges or natural disasters.
  5. Labeled with a security seal, which is intact and not tampered with.

*****IMPORTANT INFORMATION*****

For your own protection - When shipping any item back to the MXS , it is strongly recommended that the item being returned is shipped using a reputable carrier with package tracking and delivery confirmation services. Be sure to retain all tracking numbers and payment receipts. This information maybe required for verification purposes. MXS will not be responsible for any loss of or damage of any item, caused in transit.

Any item returned for refund will be thoroughly inspected by MXS once received to ensure it all requirements for product return are met. If the returned item fails to meet the requirements, the returned item will be rejected or subject to a restocking fee of up to 25% at the sole discretion of MXS. This process may take up to 5 business days from the time your returned item is received.

If an returned for refund is rejected by MXS, you will be billed with the cost and fees of shipping the item rejected for refund from MXS back to you.

b) Return Defective Products within Warranty Period

In the event that your MXS product becomes defective and if it’s within the MXS limited warranty and within the warranty period (2-year warranty), you may return the defective product to us for repair or replacement.

If the product is defective due to manufacturing fault or defect when you receive it (as determined by MXS technical support), within 30 days, you can return the item to MXS and get a full refund or replacement. MXS  will be responsible for the shipping fees.

Beyond the 30 days but within 180 days or 6 months from purchase date a full refund is not available, however, warranty coverage provides for the repair or replacement. MXS will pay for shipping of new replacements or repaired units.

For replacing or repairing defective products after 180 days but within first year of warranty, you are responsible for the shipping fees to send the item to MXS for RMA. Shipping costs to return or replace the item is paid by MXS.

If the product is defective due to issues not provided for under warranty such as but not limited to; misuse, operator error, accidental damage, vandalism; refund or replacement is not available within 30 days. Within Warranty, repair or replacement is available, but you are responsible for the cost of parts, service charges, shipping cost and other fees.

Policy of Defective Products

c) How to Return

Step 1: Send an RMA request to support@morphxstar.com.
Please include the following information in the RMA request:
Order number of the item to be returned
Model number of the item to be returned
Brief description of the reason for the request
Your contact information
Step 2: You will receive an email from the RMA department with all the necessary information to complete the RMA process.
Step 3: Pack the items and ship them.

Important Note: Please pack the item(s) very well with the original box and all the original accessories included such as power adapters, brackets, cables, manuals, and driver CD disks. The RMA number must be on your return-shipping label and in the box. Then ship the product in original packaging to the address we provided. We will process your refund and automatically apply a credit to the credit card associated to your original order. Please allow 7-15 business days for credit to appear.

MXS will ONLY provide ground shipping within the continental United States. MXS DOES NOT SHIP INTERNATIONALLY.

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

If a MXS product that you have purchased from the third-party stores or vendors does not function to your satisfaction or does not apply to your installation, please contact the third-party store or vendor where the product was originally purchased for their return and refund policy. All the return and refund processes related to MXS products purchased from third-party stores or vendors are subject to the specific policies of the third-party stores or vendors. Please refer to the return and refund policy of the original store or vendor that you purchased your MXS product for specific information. MXS is not responsible for the actions or promises made by unauthorized sellers.

Upgrade or Exchange Policy

MXS is unable to exchange any returned product with a different type unless the returned product satisfies all the following requirements:

  1. The returned product is returned to MXS for repair or replacement under the MXS Limited warranty and within the warranty period (2-year warranty).
  2. The returned product is found to be defective and non-repairable by MXS technicians.
  3. Products of the same model as the returned product are out of stock.

If the returned product satisfies the described requirements, MXS will offer, at its sole discretion, a variety of options for substitution.

 

Important Note: For the new exchange products, you cannot request another substitution unless they are defective.

Missing Parts Policy

In the event that your ordered product is received incomplete, with parts missing, or the wrong item was received, you must contact MXS technical support within 30 days from the date the order was received. MXS will not be responsible to correct these issues if not reported with the 30 days.

If your ordered product arrived incomplete, MXS may require image confirmations at our discretion before a replacement of any missing part is shipped out.

If your order was not delivered or the ordered product arrived damaged, please contact MXS customer support. In the event that your ordered product arrived damaged or incomplete due to external damages, please keep all interior and exterior packaging as this is needed when we file the shipping claim with the carrier service we used to ship your order.

For Orders Shipped from Third-Party Stores or Vendors

If your order arrived incomplete, was not delivered, or the ordered product was damaged, please contact the third-party store or vendor where the order was placed and shipped from for assistance. MXS is not responsible for orders placed with, shipped by, lost by, or damaged by unauthorized third party sellers.

 

Contact MXS at support@morphxstar.com with any questions you might have, to request technical support, suggest a topic for our next video tutorial, or share your success stories. We are committed to providing you with the security camera solutions to protect what matters.