All RuggedVision products include a 1-year standard limited warranty (from the original purchase date, per the order time in our system). Covered: manufacturing defects and component failures under normal use. Not covered: accidental damage, unauthorized modification, use beyond product specifications (e.g., over-temperature or over-voltage), force majeure (lightning, floods, typhoons and other natural disasters), and cosmetic wear that does not affect function. Replacement units may be refurbished or contain equivalent components at our discretion (the original warranty period is not extended).
Frequently Asked Questions
Find answers to common questions about RuggedVision products and support.
30-day no-questions-asked returns: unopened items in original packaging can be returned within 30 days (from the delivery date). 14-day DOA replacement: if a product is faulty or non-functional within 14 days of delivery, we replace it free of charge. Refund timing: refunds are issued to the original payment method within 5-C10 business days after the item is returned and inspected. Return shipping: the buyer pays return shipping, unless the issue is a product defect, shipping damage, or a wrong item. Not eligible for return: opened/used items, custom orders, 4G devices with an activated SIM card, cloud storage subscription plans, and final-clearance sale items. How to return: email support@ruggedvision.com with your order number and a brief reason, and follow the support team’s instructions to ship the item back.
Free shipping: worldwide free shipping with no minimum order and no hidden fees. Delivery time: 3-C15 business days (depending on the destination country and local customs clearance speed). After shipping: a tracking link is sent, and you can follow it in real time on the carrier’s page. For detailed shipping, customs and non-deliverable-region information, see the “20. Shipping, Customs & Delivery” section.
Within 48 hours of delivery, please take the following evidence: — a photo of the outer box (showing the tracking number and box condition); — a video of the full unboxing process (including the intact, unopened seal); — close-up photos of the missing/damaged accessories and damaged areas. Send these to support@ruggedvision.com, and our support team will confirm within 1-C2 business days and arrange replacement accessories or a full replacement.
If a fault occurs after the warranty (1 year) ends, contact support@ruggedvision.com to request paid repair: Labor: assessed by fault level, USD 20-C60 per repair (subject to the final quote); Parts: quoted by the type of replaced component (battery, mainboard, lens module, etc.), and our team provides a quote for confirmation before repair; Shipping: the buyer pays return shipping, and RuggedVision covers shipping back after repair.
Natural disasters (lightning, floods, typhoons, earthquakes, etc.) fall under “force majeure / use beyond product specifications” and are not covered by the standard warranty. However, we offer a care program for affected users: 1. assistance assessing the damage and repair at cost (shipping not included); 2. for totaled units, a 20% discount on a replacement unit (same model or equivalent price) with proof of purchase. To apply, send on-site photos of the damage, an official natural-disaster notice or an insurance claim number to support@ruggedvision.com.
Footage belongs to the user — RuggedVision does not claim, access or share your surveillance content. By default it is stored on your own microSD card / hard drive / NVR (local storage, not uploaded). Cloud storage is optional; footage is only uploaded to the cloud after you actively subscribe, and it is stored encrypted on compliant cloud services such as AWS / Google Cloud.
Local microSD/NVR footage: stored as local device files — as long as the physical media is in your hands, it’s secure. App ? device communication: uses TLS 1.2+ encryption with a device-unique key. Cloud-stored footage: AES-256 encryption at rest, decryptable only by the account holder with their credentials.
RuggedVision sells to the North American and European markets, and under the GDPR (EU) and CCPA (California) frameworks: users have the right to access, correct and delete their data (the “right to be forgotten”); we do not sell or share personal surveillance data with third parties and only cooperate with law enforcement when legally required (e.g., subpoenas or search warrants); detailed compliance documentation and a Data Processing Agreement (DPA) are available at support@ruggedvision.com.
In the app: “My” — “Settings” — “Account & Security” — “Delete Account” (requires SMS/email verification). After deletion: the account becomes unrecoverable after 30 days, during which you can request to cancel; cloud footage and personal data are automatically deleted within 30 days. Local microSD/NVR footage: deleting your account does not affect local physical media — format or physically destroy it yourself if you want it removed.