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Best Price, Protection Plan, Technical Support, and Return Policies
In business since 2002, JLM Security Products is a leader renowned for providing state-of-the-art and professional and consumer 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 with a phone call to Technical Support. The policies below 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 typically adhere to our policies in a strict fashion due to the nature and intended usage of our products. We are bound by law in some cases and we provide only brand new products and do not rent products. If you are having problems with your product, we will make every reasonable effort to facilitate the troubleshooting, repair, or replacement of your purchase in the most cost effective and expeditious manner possible. We are here to help you!
Best Price GuaranteeIf you find an identical item on a competitor's private web site whose price (including shipping and handling) is less than ours, we will beat it by 5% or $10, whichever is less. Does not apply to used/refurbished items, items from sellers that are not authorized dealers, dealers violating MAP pricing guidelines as set forth by product manufacturers and/or distributors, or items on online marketplaces (Amazon, eBay, Newegg, Buy.com, Bonanza, iOffer, etc.). (Note: The online marketplace rule was implemented due to rampant cases of unauthorized sellers listing refurbished and/or counterfeit products). Just send us the link and we will respond with a coupon code for the product.
90 Day Protection PlanFor your convenience and peace of mind, all products purchased through JLM Security Products 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 as determined by our technicians (see What is Not Covered below). To notify us of a defective product, please Contact Us. We will reply to you with instructions.
Technical SupportAll products purchased from JLM Security Products 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 testing. We cannot and will not deem a product defective without the product being tested by our Technical Support representative. We will e-mail you a Return Merchandise Authorization (RMA) request form. 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. Although usually less, please allow 7-10 business days from receipt 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, offer you a refund or store credit. 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.
Warranty SupportAll products purchased from JLM Security Products are covered by our 90 day protection plan. Beyond 90 days, they are covered by their respective manufacturer and/or distributor limited warranties. If outside of our 90 day protection plan window but within a manufacturer or distributor warranty period, we can help facilitate warranty claims and are happy to do so. Contact Us for more information.
Return Merchandise Authorization (RMA)Any and all returns must have a valid RMA number. Any returns received without a valid RMA will be refused. To request an RMA use the RMA Request Form.
Returns for RefundYou may return merchandise within 14 days of purchase for refund. Exceptions: See What Cannot be Returned below.
Who is CoveredThis 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, technical support, or manufacturer warranty.
What Is Not CoveredOur 90-Day Protection Plan does not cover products that, in our judgment, have damage resulting from:
What Cannot be ReturnedAll Sales are Final on these items:
Restocking and Other FeesReturns for refund are subject to a restocking fee of up to 20% (usually much less in most cases, but dependent on what needs to be done to bring the product back to resale condition), our original shipping and handling fees, merchant processing fees, product/packaging replacement costs, administrative fees, and any other cost that we incurred that was directly associated with the transaction. There is no restocking fee on exchanges.
Return ShippingShipping 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.
Return Processing TimeAlthough usually less, please allow 7-10 business days (especially during peak times) from the time we receive the shipment for RMA and refund processing or shipment of replacement.
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