In business since 2002, JLM Merchandise Surveillance and Security Products is a leader renowned for providing state-of-the-art consumer grade and professional grade surveillance, security and safety solutions to businesses, government agencies, and individuals. We are committed to the highest standards of quality and will work with you if you have a problem. We have found that most issues can be resolved by our Technical Support Team. These policies have been developed over time and cover the most common issues that arise. Occasionally, we may deviate from these policies in favor of our customers. However, we usually strictly adhere to our policies due to the nature and intended usage of our products as we are bound by law in some cases and the fact that we provide only brand new products and do not rent our products. If you are having problems with your product, we will make every reasonable effort possible to troubleshoot, repair, or replace the product in the most cost effective and expeditious manner possible. We are here to help you.
90 Day Protection Plan
For your convenience and peace of mind, all products purchased through JLM are backed by our 90 day protection plan. We will replace or repair the item if it stops working within 90 days of the delivery date due to manufacturer defect (see
What is Not Covered below). To notify us of a defective product, please
Contact
Us. We will reply to you with instructions. Depending on the product, all merchandise is covered by a manufacturer warranty. Refer to the product page for warranty duration. Warranty service outside of our 90 day protection plan will be referred to the respective product manufacturer.
Technical Support
All products purchased from JLM include free technical support for the life of the product. If you require technical support,
Contact Us and we will get you in contact with the appropriate Technical Support Representative. Depending on the product, technical support is provided by either our Technical Support Team, the Distributor's Technical Support Team, or the product manufacturer. In the event your problem cannot be resolved via telephone or e-mail and you are within the protection plan/warranty period, you may be asked to return the product for repair/replacement. We will e-mail you a Return Merchandise Authorization (RMA) number and detailed instructions. Once we receive the return, it will be thoroughly inspected, tested and, if defective, repaired or replaced as appropriate and shipped back to you at our expense. Please allow up to 15 business days from receipt of your product for RMA processing. If the product has been discontinued and is unable to be repaired, we will work with you to find a suitable replacement or, if a viable replacement is not available, you will be refunded. If the return has been tested and found to be non-defective, we will contact you to provide technical support information and you will be charged for return shipping.
Returns for Refund
You may return most (see
What Cannot be Returned below) merchandise within 7 days of receipt. Returns of merchandise require a valid Return Merchandise Authorization (RMA) number. Contact us to request an RMA number and it will be sent to you via e-mail along with return instructions. You may return the merchandise for a refund of the product cost less a restocking fee of up to 20% and our original shipping/handling fees.
Who is Covered
This policy is valid only for the original purchaser with original invoice or receipt. Products resold to a third party are not covered by our protection plan or any manufacturer warranty.
What Is Not Covered
Our 90-Day Protection Plan does not cover products that, in our judgment, have damage resulting from:
- Any deviation from Manufacturer's operating instructions as printed in Manufacturer's catalog or on any packaging, labels or other literature provided with a Product
- Installation of a Product in a manner which is inconsistent with Manufacturer's written instructions
- Alteration, modification of or tampering with a Product
- Misuse
- Neglect
- Abuse
- Accident
- Power Surge
- Static Electricity or Other Electrical Discharge
- Normal Wear and Tear
- Commercial Use
- Service by anyone other than a Manufacturer authorized repair facility
- Other improper application, installation or operation of the Product
- Have been purchased from inventory clearance or liquidation sales or other sales in which JLM Merchandise expressly disclaims its warranty obligation pertaining to the Product
What Cannot be Returned
All Sales are Final on these items:
- Sexual Activity Testing Kits
- Software Products (Paraben Sticks, Cell Phone RECON, Spy Cobra, Spy Cobra Deluxe, DiscoverIt, PI Agent, etc)
- Flash Memory Items (SD Cards, Micro SD Cards, Flash Drives, etc)
- Custom-Made or Special Order Products
- Body-Worn products that may be contaminated (e.g. headsets, in ear microphone, etc)
- Accessories
- One-Time-Use Products such as:
- GPS Tracking Devices
- Camera Detectors
- RF Detectors
- Bug Detectors
- White Noise Generators
- Audio Jammers
Return Shipping
Shipping and handling fees and return shipping fees are non-refundable and non-reimbursable. We highly recommend using a traceable method when you return a product. Products returned without a valid RMA will be refused.
Return Processing Time
Although usually less, please allow 15 business days (especially during peak times) from the time we receive the shipment for RMA and refund processing or shipment of replacement.
*LawMate® Product Warranty Terms
All LawMate brand products are covered by our 90 day protection plan. Beyond 90 days, they are covered by a 12 month manufacturer warranty. If outside of our 90 day protection plan window but within LawMate's 12 month warranty period, warranty claims are to be made through LawMate Corporation directly.
