Warranty Eligibility

As an Authorized STEP Partner, you are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

As an Authorized STEP Partner, you are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by checking the below dashboard under Open Requests or by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective by Hanwha’s technical support staff, you can return the product within thirty (30) days of purchase subject to the terms and conditions below:

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from a Hanwha Strategic Distributor to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a Product Return:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- You will be emailed a ticket number and

3- Contact the Hanwha Strategic Distributor that you purchased the product from and provide them with the ticket number.

Warranty Eligibility

As a PLUS Authorized Partner, you are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

As a PLUS Authorized Partner, you are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The online system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat-rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from Hanwha Vision’s Authorized Regional Distributor Bronze.

Check the Status of a Existing Repair

You can check the status of an existing repair by checking the below dashboard under Open Requests or by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective by Hanwha’s technical support staff, you can return the product within thirty (30) days of purchase subject to the terms and conditions below:

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from your preferred Hanwha Vision Regional Distributor Bronze to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a Product Return:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- You will be emailed a ticket number and

3- Contact your preferred Hanwha Vision Regional Distributor Bronze that you purchased the product from and provide them with the ticket number.

Warranty Eligibility

Products purchased through our Authorized Strategic Distributors are entitled to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

Extended Warranty is offered to the following partners:

• Nickel: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023
• Copper: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023
• Silver: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Gold: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Platinum: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Diamond: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Emerald: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Manufacture Reseller: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• PSA: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through our Authorized Strategic Distributors are entitled to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

Extended Warranty is offered to the following partners:

• Nickel: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023
• Copper: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Silver: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Gold: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Platinum: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Diamond: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Emerald: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Manufacture Reseller: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• PSA: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.
• Regional Distributor: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective, Hanwha partners can return the product purchased through our Authorized Strategic Distributors subject to the terms and conditions below:

Authorized, Nickel STEP Partners and Regional Distributors

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from a Hanwha Strategic Distributor to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a product return, the Authorized, Nickel STEP partner will need to:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- You will be emailed a ticket number.

3- Contact the Hanwha Strategic Distributor that you purchased the product from and provide them with the ticket number.

Copper, Silver, Gold, Platinum, Diamond, Emerald, Manufacture Reseller STEP Partners and PSA

• “No Questions Asked” return privilege.
• Purchases must be made within the following days from a Hanwha Strategic Distributor to qualify:
  • Copper: sixty (60) days of purchase
  • Silver: sixty (60) days of purchase
  • Gold: ninety (90) days of purchase
  • Platinum: one hundred and twenty (120) days of purchase
  • Diamond: one hundred and twenty (120) days of purchase
  • Emerald: one hundred and twenty (120) days of purchase
  • Manufacture Reseller: sixty (60) days of purchase
  • PSA: ninety (90) days of purchase
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a product return, the STEP Partner will need to contact the Hanwha Strategic Distributor that they purchased the product from.

To initiate a product return for credit, click below

Request a new Advanced Replacement

Some partners are eligible to receive advanced replacements/exchanges in products purchased from a Hanwha Authorized Strategic Distributor. There is no charge, provided the original product is returned within 15 days of the shipment date and has not been misused or improperly handled.

ELIGIBILITY

• Authorized: Are not eligible.
• Nickel: The eligibility period starts on the day of purchase up to three (3) months for products purchased after 2021
• Copper: The eligibility period starts on the day of purchase up to six (6) months for products purchased after 2021.
• Silver:  The eligibility period starts on the day of purchase up to three (3) years on products purchased after Nov 1st, 2023. One (1) year on products purchased between 2021 and Nov 1st, 2023, and six (6) months on products purchased before 2021.
• Gold: The eligibility period starts on the day of purchase up to five (5) years on products purchased after Nov 1st, 2023. Two (2) years on products purchased between 2021 and Nov 1st, 2023, and one (1) year on products purchased before 2021.
• Platinum: The eligibility period starts on the day of purchase up to five (5) years on products purchased after Nov 1st, 2023. Two and half (2.5) years on products purchased between 2021 and Nov 1st, 2023, and one (1) year on products purchased before 2021 from a Hanwha Strategic Distributor.
• Diamond: The eligibility period starts on the day of purchase up to five (5) years on products purchased after Nov 1st, 2023. Three (3) years on products purchased between 2021 and Nov 1st, 2023, and one (1) year on products purchased before 2021.
• Emerald: The eligibility period starts on the day of purchase up to five (5) years on products purchased after Nov 1st, 2023. Two (2) years on products purchased between 2021 and Nov 1st, 2023, and one (1) year on products purchased before 2021 from a Hanwha Strategic Distributor.
• Manufacture Reseller: The eligibility period starts on the day of purchase up to three (3) years on products purchased after Nov 1st, 2023. One (1) year on products purchased between 2021 and Nov 1st, 2023, and six (6) months on products purchased before 2021.
• PSA: The eligibility period starts from the purchase date up to two (2) years for products purchased after 2021 and one (1) year for products purchased before 2021.
• Regional Distributors: Are not eligible.

ELIGIBLE PRODUCTS

• All network recorders
• IP cameras

INELIGIBLE PRODUCTS

• Analog products
• AHD models
• Lenses
• Monitors
• Thermal Cameras
• Accessories

FULFILLMENT

A credit card is required to secure requests for advanced replacement units. If the defective unit is not received by the Repair Center within 15 days of the replacement unit’s ship date or the returned unit is physically damaged, the credit card on file is automatically charged at 60% off the product’s MSRP.

The STEP Partner Code or (Step Account #) is required to access the web portal request form. In the event that the request cannot be validated a valid proof-of-purchase (POP) can be uploaded to the request form.

Replacement units are shipped via UPS Next Day Air at Hanwha Vision’s expense. A prepaid UPS Ground return label is included with each replacement unit.

IMPORTANT NOTICE

Network recorders are shipped without hard drives. In the event that a Hanwha-installed HDD is found to be defective during the warranty period, the HDD may be sent for repair or exchange, at Hanwha’s sole discretion.

Warranty Eligibility

Products purchased through an Authorized Regional Distributor – Enterprise are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through an Authorized Regional Distributor – Enterprise are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective, Hanwha partners can return the product subject to the terms and conditions below:

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a product return for credit, click below

Warranty Eligibility

Products purchased through an Authorized Regional Distributor Bronze are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through an Authorized Regional Distributor Bronze are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective by Hanwha’s technical support staff, you can return the product within thirty (30) days of purchase subject to the terms and conditions below:

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from a Hanwha Strategic Distributor to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a Product Return:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- You will be emailed a ticket number and

3- Contact the Hanwha Strategic Distributor that you purchased the product from and provide them with the ticket number.

Warranty Eligibility

Products purchased through Regional Distributor Bronze PLUS are entitled to

five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

Extended Warranty is offered to the following partners:

• PLUS Nickel: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023.
• PLUS Copper: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023.
• PLUS Silver: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through Regional Distributor Bronze PLUS are entitled to

five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

Extended Warranty is offered to the following partners:

• PLUS Nickel: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023.
• PLUS Copper: Five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (4) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023.
• PLUS Silver: Five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective, Hanwha partners can return the product purchased through our Regional Distributor Bronze PLUS subject to the terms and conditions below:

PLUS Authorized Partners

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from a Hanwha Vision Regional Distributor Bronze PLUS to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a product return, the PLUS Authorized partner will need to:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- They will be emailed a ticket number.

3- Contact their preferred Regional Distributor Bronze PLUS that you purchased the product from and provide them with the ticket number.

4- The Regional Distributor Bronze PLUS will then contact the National Distributor to initiate the return

PLUS Nickel, PLUS Copper & PLUS Silver

• “No Questions Asked” return privilege.
• Purchases must be made within the following days from a Hanwha Vision Regional Distributor Bronze PLUS to qualify:
  • Plus Nickel: Thirty (30) days of purchase
  • Plus Copper: sixty (60) days of purchase
  • Plus Silver: sixty (60) days of purchase
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a product return, the PLUS Partner will need to contact the  Regional Distributor Bronze PLUS that they purchased the product from.

Request a new Advanced Replacement

Some partners are eligible to receive advanced replacements/exchanges in products purchased from a Regional Distributor Bronze PLUS. There is no charge, provided the original product is returned within 15 days of the shipment date and has not been misused or improperly handled.

ELIGIBILITY

• PLUS Authorized: Are not eligible.
• PLUS Nickel: The eligibility period starts on the day of purchase up to three (3) months for products purchased after 2021.
• PLUS Copper:  The eligibility period starts on the day of purchase up to six (6) months for products purchased after 2021.
• PLUS Silver: The eligibility period starts on the day of purchase up to three (3) years on products purchased after Nov 1st, 2023. One (1) year on products purchased between 2021 and Nov 1st, 2023, and six (6) months on products purchased before 2021 from a Hanwha Strategic Distributor

ELIGIBLE PRODUCTS

• All network recorders
• IP cameras

INELIGIBLE PRODUCTS

• Analog products
• AHD models
• Lenses
• Monitors
• Thermal Cameras
• Accessories

FULFILLMENT

A credit card is required to secure requests for advanced replacement units. If the defective unit is not received by the Repair Center within 15 days of the replacement unit’s ship date or the returned unit is physically damaged, the credit card on file is automatically charged at 60% off the product’s MSRP.

The STEP Partner Code or (Step Account #) is required to access the web portal request form. In the event that the request cannot be validated a valid proof-of-purchase (POP) can be uploaded to the request form.

Replacement units are shipped via UPS Next Day Air at Hanwha Vision’s expense. A prepaid UPS Ground return label is included with each replacement unit.

IMPORTANT NOTICE

Network recorders are shipped without hard drives. In the event that a Hanwha Vision installed HDD is found to be defective during the warranty period, the HDD may be sent for repair or exchange, at Hanwha’s sole discretion.

Warranty Eligibility

Products purchased through PSA are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through PSA are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after March 1^st, 2017. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of an Existing Repair

You can check the status of an existing repair by checking the below dashboard under Open Requests or by clicking below.

Product Return Requirements and Exclusions

If a product is determined to be defective by Hanwha’s technical support staff, you can return the product within thirty (30) days of purchase subject to the terms and conditions below:

• The product must be defective. New stock and “buyer’s remorse” units are not eligible for return.
• Purchases must be made within the last thirty (30) days from a Hanwha Strategic Distributor to qualify.
• The product must be in the original carton and include all the accessories.
• The product must not be physically damaged (refer to our warranty policy).

To initiate a Product Return:

1- Contact Hanwha’s Technical Support and fill out the Repair form.

2- You will be emailed a ticket number and

3- Contact the Hanwha Strategic Distributor that you purchased the product from and provide them with the ticket number.

Request a new Advanced Replacement

As a PSA Partner, you are entitled to exchanges on all IP cameras and NVR’s for five (5) years from the purchase date on products purchased after Nov 1^st, 2023. Two (2) years from the purchase date on products purchased between 2021 and Nov 1^st, 2023, and one (1) year for products purchased before 2021 from a Hanwha Strategic Distributor. There is no charge, as long as the original product is returned within 15 days of the shipment date and has not been misused or improperly handled.

ELIGIBILITY

The eligibility period starts on the day of purchase up to five (5) years on products purchased after Nov 1st, 2023. Two (2) years on products purchased between 2021 and Nov 1st, 2023, and one (1) year on products purchased before 2021 from a Hanwha Strategic Distributor.

ELIGIBLE PRODUCTS

• All network recorders
• IP cameras

INELIGIBLE PRODUCTS

• Analog products
• AHD models
• Lenses
• Monitors
• Thermal Cameras
• Accessories

FULFILLMENT

A credit card is required to secure requests for advanced replacement units. If the defective unit is not received by the Repair Center within 15 days of the replacement unit’s ship date or the returned unit is physically damaged, the credit card on file is automatically charged at 60% off the product’s MSRP.

Your STEP Partner Code or (Step Account #) is required to access the web portal request form. In the event that the request cannot be validated a valid proof-of-purchase (POP) can be uploaded to the request form.

Replacement units are shipped via UPS Next Day Air at Hanwha Vision’s expense. A prepaid UPS Ground return label is included with each replacement unit.

IMPORTANT NOTICE

Network recorders are shipped without hard drives. In the event that a Hanwha installed HDD is found to be defective during the warranty period, the HDD may be sent for repair or exchange, at Hanwha’s sole discretion.

Check the Status of an Existing Advanced Replacement

You can check the status of an existing advanced replacement by checking the below dashboard under Open Requests.

Warranty Eligibility

Products purchased through our Authorized Strategic Distributors are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through our Authorized Strategic Distributors are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and four (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.

Warranty Eligibility

Products purchased through our Authorized Strategic Distributors are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

To confirm the warranty eligibility of your product, have the serial number (typically 15 digits) available and click below.

Request a New Repair

Products purchased through our Authorized Strategic Distributors are entitled to up to five (5) years of warranty from the purchase date on eligible products purchased after July 1^st, 2023, and three (3) years of warranty from the purchase date on eligible products purchased before July 1^st, 2023. For a list of exempt products, review our Warranty Policy.

REPAIR INSTRUCTIONS AND TERMS

• The customer is responsible to ship the defective unit prepaid to the repair center. Hanwha returns the unit via prepaid UPS Ground Service.
• The on-line system performs an initial warranty determination. If warranty eligibility cannot be established, the initial status is set to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
• If warranty eligibility is confirmed, the system will send a Repair RMA confirmation email to use as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
• If the initial warranty status is set as out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After the actual warranty status is confirmed by our Customer Service team, you will receive the Repair RMA confirmation email to use as your repair authorization form.
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation, if provided.
• If the warranty eligibility is confirmed, the HOLD is cancelled. Otherwise, the repair request is processed on an out-of-warranty basis and the credit card is charged the $199 flat rate repair. NOTE: The $199 flat rate does not cover physically damaged units.
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.
• Eligibility: The eligibility period starts from the date of purchase from the Hanwha Vision’s Authorized Strategic Distributor.

Check the Status of a Existing Repair

You can check the status of an existing repair by clicking below.