Defective Items
- Customers have 3 days from the delivery date to report any faulty RetinAI products.
- They can get initial help by calling or using a video call to check the issue.
- If the problem is confirmed and can’t be fixed over the phone or through video, the product will be sent for replacement.
- How long it takes to get the replacement may depend on how available the product is.
Physical Damage, Wrong or Missing Items
You need to report the issue within 10 days after the delivery is made.
To check the issue, we will look at the pictures or videos that the customer sends.
If the check is successful, a replacement will be sent.
There is no option to return the item or get a refund.
If you ordered an Open Box Delivery item, you cannot get a replacement if something is missing or broken.
Replacement Verification Process
Customers might need to send product pictures or videos for checking.
Sometimes, a technician might come to look at the item, or the customer might have to send it back for checking.
After it’s approved, a new product will be sent out as soon as possible.
Important Notes
Replacement Only: CCTV Care India does not accept returns for RetinAI products. If a product is faulty, a replacement will be given after checking it.
Non-Replacement Cases: If the product is damaged because of wrong use, if it has been changed or tampered with, or if the original parts are missing, then a replacement will not be provided.
Warranty Coverage: Any replacement will be done according to RetinAI’s warranty rules.