Frequently Asked Questions
Canadian corporations: Checks, cash and wire transfers
Internationnal corporations: Wire transfers
Most of our products are under warranty for a period of one year from the date of the purchase, though certain items are only guaranteed by the manufacturer. If this is the case, you need to ship the item to the original manufacturer, or contact them for an RMA# to exchange the item with us.
Warranties cover product malfunctions or defects in materials and workmanship that affect the performance of the product. Any modifications or alterations made to the original condition of the product, misuse or physical breakage will void the warranty. Failure to provide necessary maintenance is not covered by the warranty. Warranties are Void if Seal is Broken. Some products are only guaranteed by the manufacturer and in this case, shipping fees may be charged.
For defective items, please contact a sales representative by email or telephone with your invoice number to request an RMA form. You must fill out the form prior to returning the item. Items that are returned without an RMA form may be refused or delayed for treatment. Items are inspected upon reception. Defective items will be replaced with new ones and shipped in standard mode at no cost.
Due to the sensitive nature of our products, no full refunds can be issued.
However, if you are not satisfied with the product you purchased, you can return it within 30 days: 25% restocking fees (unit price) will apply. To return a product, you will need to provide a copy of the invoice or the invoice number, and the product will have to be sent back in its original packaging and form, with all accessories. The product will need to be sent back as a “Return of Merchandise”; if the product is returned with faulty shipping indications causing Santor Security to have to pay a fee to receive the package, this fee will be deducted from the refund amount. Please note that shipping fees, return fees and customs charges (and any other import/export duty fees) are non-refundable. Santor Security Inc. is not responsible if the product gets damaged or lost during the returned shipping; necessary packing precautions and shipping insurance should be taken.
We offer free basic support for most items, in addition to providing a complete user's manual with every product. Nevertheless, if you lack the technical knowledge required to operate a product that requires a minimal knowledge of electronics or computer science, we can provide a professional training session at a fixed rate.