Refund policy

We want you to feel confident about every order. If something isn't right, most items can be returned within 30 days of delivery. Here is exactly how it works.

This policy applies to orders placed on silarius.com, silariussecurity.com and the Silarius apps. Silarius Cloud and Silarius Live Monitoring subscriptions follow our Subscription and purchase options policy. Nothing in this policy limits rights you have under consumer protection laws that cannot be waived.

How to return an item

1. Start your return within 30 days of delivery. Use our Start a return page (you'll need your order number and email), or email info@silarius.com. The 30 days are counted from the date your order was delivered, not the date you ordered. Returns started more than 30 days after delivery are not accepted.
2. We review it and send your return authorization (RMA). Once approved, we email you an RMA number, the return address and a return shipping label. Please don't ship anything before you have your RMA: returns often go to a different warehouse than the one on our invoice.
3. Pack it properly and ship within 7 business days. Use the original manufacturer packaging with all accessories, manuals and cards, place it in a sturdy outer box with your invoice, and attach the label. You are responsible for the package until it reaches us, so pack it well.
4. We inspect it and refund you. When the item arrives, our QA team inspects it and we refund your original payment method, less any amounts described below.

What can be returned

To be accepted, a return must be:

• Bought from Silarius, with a valid RMA for the correct product and order (an approval email from us counts).
• Started within 30 days of delivery.
• Not a special-order item (unless the manufacturer has issued an RMA) and not a discontinued item.
• In its original new condition, with no physical damage (other than damage that happened in transit to you).
• Complete, with all accessories, manuals, warranty cards, packing materials and the retail box.
• Labelled with its original UPC and serial number, on the product and on the box.

If these conditions aren't met, we may refuse the return and send it back at your cost, or accept it with a restocking fee of 20% to 30% of the item price. Only one restocking or open-box fee applies to an item, and these fees never exceed 30% of the item price in total. Returns with missing parts are not processed until the missing parts arrive.

Opened items and the open-box fee

If you return an item whose box has been opened, or that has been used, an open-box fee of 30% of the item price is deducted from your refund. This is in addition to the 3% card processing fee and the shipping costs both ways. Unopened items in new condition are not charged this fee. It is never charged on covered items (wrong, defective, or damaged in transit on a protected order).

Items that can't be returned

• Open box and clearance items (including our "IN STOCK!" warehouse clearance). These are final sale.
• Orders shipped to Canada can't be returned for change of mind; if an item is not delivered, arrives damaged, defective or wrong, or if we cancel, we refund you.
• Custom-made orders.
• All special-order items, unless the manufacturer issues an RMA. Without a manufacturer RMA, special orders can't be returned. With one, the return follows the manufacturer's terms and the fees in this policy.
• Discontinued items. Any item that has been discontinued, by the manufacturer or by us, can't be returned.
• Anything more than 30 days after delivery.
• Oversized products that ship by LTL freight.
• Software, consumables and cables.

Damaged, defective or wrong items

Please report a wrong or defective item, or visible shipping damage, within 3 days of delivery with your order number and photos. Wrong and defective items are always covered. Loss, theft or damage in transit is covered when your order has Silarius Package Protection; without it, we help you file a claim with the carrier (see our Shipping policy). Defects found later can be reported within the 30-day return window or under warranty. Covered items (wrong, defective, or damaged in transit on a protected order) can always be reported this way, even if they are otherwise final sale. No restocking or open-box fee applies to them, we pay the return shipping, and replacements ship at our expense.

Listing errors

A listing on our Sites may sometimes contain an error, for example in the price, the quantity or pack size, or the description. We are not required to fill an order on the terms of a listing that contains an error (see Section 4 of our Terms of service). If this affects your order, we will tell you and either cancel the affected item with a full refund, including shipping, taxes and card processing fees, or offer you the correct product or price, which you may accept or decline. If the item has already shipped, you may keep it or return it unused within 30 days of delivery for a full refund, with the return label paid by us. No card processing fee, restocking fee or open-box fee applies to these refunds. A full refund, or a corrected order you accept, is your only remedy for a listing error.

Refund amounts

If you return an item for any reason other than it being wrong, defective, or damaged in transit on a protected order, you are responsible for all of the following, and we deduct them from your refund:

• Shipping to you: the cost of shipping the order to you, even if it shipped free.
• Shipping back to us: the cost of the return label.
• 3% card processing fee on the refunded amount.
• 30% open-box fee if the box has been opened.

Example: you return a $500 camera that shipped free, and the box has been opened. If shipping it to you cost $20 and the return label costs $20, your refund is $500 minus $15 (3%), $20, $20 and $150 (30%), which is $295.

• Return shipping is paid by the customer, except for covered items (wrong, defective, or damaged in transit on a protected order). Silarius creates the return label, and its cost is deducted from your refund.
• The original shipping cost is not refunded. If your order shipped free, the cost of shipping it to you is deducted.
• A 3% card processing fee on the refunded amount is deducted from every return (it is not charged when we cancel, or when an item arrived damaged, defective or wrong).
• Returns of items from orders over $4,000 may carry a restocking fee of up to 25%.
• TVs of 32" or larger must be returned by LTL freight, at the customer's cost.
• Refunds go back to the original payment method after our warehouse receives, inspects and processes the return.

Cancelling before your order ships

• If your payment hasn't been captured yet (up to 4 business days after you order), you get a full refund.
• If your payment has already been captured, you get a full refund minus a 3% processing fee (not charged when we cancel or when you cancel because we missed a ship date).

Exchanges

Mail-in exchanges take 4 to 6 business days once we receive your return. We don't cross-ship: the original item must arrive and pass inspection before we send the replacement. If you need it faster, return the item for a refund (if eligible) and place a new order.

Warranty

Problems after the return window are handled under warranty. See our warranty page for the 3-year Silarius warranty and how we help with manufacturer warranties.