We provide product warranty service beginning on the purchase or shipment date. Covered failures arising during normal use are eligible for free parts replacement and repair. The following circumstances are excluded and repair costs must be paid by the customer.

• Damage caused by natural disasters, force majeure, abnormal operation, or human action, including liquid ingress and broken housings or screens.
• Repair or disassembly by the user, or a damaged warranty seal.
• Incorrect or improper installation, maintenance, service, repair, alteration, tampering, unsupported use, or failure to follow the operating manual and standard maintenance procedures.
• Natural disasters, misuse, abuse, negligence, accidents, normal wear, unsuitable weather, electrical shock, flooding, high-temperature exposure, or lack of regular maintenance.
• Altered, defaced, or removed model and serial numbers.
• Surface damage or scratches.
• Preloaded software, accessories such as power adapters, cables, batteries, tripods, brackets and gifts, and customer-installed software or hardware.
• Damage to LCD screens.
• Repairs or hardware changes performed by the user or an unauthorized third party.
• A damaged or illegible warranty serial label, or one inconsistent with the equipment specifications.
• Protection of data stored on the equipment.
• Consumables, including power adapters, cables, batteries, tripods, and brackets.
• Items labeled as gifts.
• Products resold with warranty rights expressly waived by the seller or liquidator.
• Non-product hardware, separately sold software, and products purchased from unauthorized wholesalers or resellers.
• Damage occurring during transportation.
• Any damage unrelated to defects in product design, workmanship, or materials.

Three-Month Manufacturer Warranty

PTZ cameras used for continuous movement, such as sequence mode or guard tour, are covered for three months from the purchase date. PTZ cameras not used for continuous movement remain eligible for the standard one-year warranty.

6,000-Hour Manufacturer Warranty

LED lamps in cameras or projectors are warranted for 6,000 operating hours. LED lamps are consumable components and their brightness decreases with use.

• Products used outdoors or in dusty, humid, or other harsh environments must be properly protected, such as in a waterproof and dustproof enclosure.
• Whether indoors or outdoors, powered on or off, cameras must be protected from direct sunlight and halogen lamps to prevent damage to CCD/CMOS image sensors.
• Use particular care when installing or removing detachable camera lenses. Damage caused by improper lens installation is not covered.
• Any violation of the preceding requirements voids warranty coverage.

If a product malfunctions, request repair service from the original reseller or BlueEyes Technology.

Application procedure:

1. Download and complete the “RMA Repair Request Form,” then submit it to the original reseller or BlueEyes Technology Customer Service Center to obtain an RMA number.
2. After obtaining an RMA number, securely package the product, required accessories, and power adapter and send them to our repair center. We are not liable for damage caused by inadequate packaging, insufficient protective materials, impact during transit, moisture, or loss. Any related claim must be made directly with the logistics provider.
3. Submit the faulty product and RMA form with proof of purchase date and product source, such as an electronic invoice, delivery note, quotation, order record, warranty record, or product serial number, so that warranty status can be verified.

• Download RMA Repair Request Form (PDF)
• Download RMA Repair Request Form (Word)

New Product Failure Replacement Procedure:

• A non-user-caused hardware failure occurs within seven days of purchase.
• All original packaging, accessories, gifts, and the original purchase invoice must be retained.
• Apply through the original agent or reseller.
• Replacement may proceed through the original agent or reseller only after an authorized BlueEyes engineer confirms the hardware failure.
• This procedure applies only to non-user-caused hardware failures occurring within seven days of purchase and confirmed by an authorized BlueEyes engineer. It is not a cooling-off period, unconditional return policy, or trial period.

Within the Warranty Period:

• Products within the warranty period and covered by warranty are eligible for free inspection and repair. Misuse, natural disasters, moisture, water ingress, abnormal operation, accessories, consumables, and other warranty exclusions are not covered.
• The customer pays inbound shipping. After a covered repair, we pay return shipping. Additional charges apply to offshore islands and remote areas.

Out of Warranty:

• For out-of-warranty or non-warranty products, an inspection fee of NT$1,000 per item will be charged, plus repair, parts, shipping, and other applicable fees.
• The inspection fee applies to expired warranties, non-warranty cases, user-caused damage, products that test normally, and declined repairs. It does not extend the warranty.
• The customer is responsible for shipping the product and RMA form to us for inspection.
• After inspection, we will issue a formal repair quotation. To approve repair, sign and return it within its validity period and pay the quoted amount within three days.
• Repair, parts replacement, or return shipment will be arranged only after payment is received.
• If repair is declined, the inspection fee remains payable. Return shipping is charged separately; customers may instead collect the equipment.
• Customers who decline repair must still pay the inspection fee and applicable return shipping charges. Customers choosing self-collection must collect the equipment within 30 days of our notice; we accept no responsibility for storage after that period.

Repair Quotation and Payment Procedure:

• After inspection, a repair quotation will be provided for confirmation.
• Return the signed quotation within its validity period and pay within three days. Work begins only after payment is received.
• If repair is declined, the inspection fee and any return shipping remain payable. Self-collection must occur within 30 days of notice.

• Inspect repaired or replacement products upon receipt. Report any issue during business hours on the same day, with photo or video evidence. Late notice will be deemed acceptance without objection.
• Provide evidence of purchase date, product source, and warranty status, such as an electronic invoice, delivery note, quotation, order record, warranty information, serial number, or our shipment record.
• For products supported by valid proof of warranty, our sole obligation is to replace or repair defective hardware components.
• Replacement parts are covered by a 90-day repair warranty from completion. Software service, customer-supplied parts, and parts not supplied by us are excluded. Other components remain subject to the original warranty.
• Replacement parts are supplied on an exchange basis; original parts cannot be returned.
• Failures caused by human action after repair and unrelated to the components or work repaired by us are not covered.
• Repair-service eligibility is void if our repair warranty label is torn, damaged, or illegible.
• Repairs are limited to the reported fault and this inspection. Other faults, consumables, settings, data, software environments, or items not listed in the quotation are outside this repair scope.
• Before service, back up, remove, or retrieve all storage devices and important data. This service excludes data backup, deletion, recovery, and preservation. We are not liable for data loss, damage, or recovery during repair.
• Motherboard repair, disassembly, or reassembly may prevent the equipment from starting or being restored to its original function or appearance; we cannot accept liability for such outcomes.

• No labor or parts replacement fees are charged for repairs covered by warranty.
• For covered repairs, we may repair parts or provide an equivalent refurbished or new replacement. If a product is discontinued or parts are unavailable, an equivalent or higher-specification refurbished product may be offered, with any price difference charged separately.
• Customer data, settings, and software stored on the product are not covered. We are not liable for loss resulting from repair.
• When returning a product for repair, include the original invoice or delivery note so its warranty status can be confirmed.
• Repair service remains available after warranty expiration, with labor and replacement parts paid by the customer. Products that cannot be repaired because they are discontinued or parts are unavailable are excluded.

• Free software warranty and update service is included for one year from purchase.
• During the service period, update notices and software updates are available from our website or service personnel.
• After the first year, please purchase a software warranty and update service plan.

• BlueEyes Technology values sincere customer service and has adopted the following measures to protect service quality.
• Please do not engage in conduct beyond generally acceptable social standards, including but not limited to:
  • Intimidation or threats
  • Insulting or defamatory personal remarks
  • Invasion of employee privacy
  • Excessive demands, such as requesting free repair after warranty expiration
  • Demands without legitimate reason that BlueEyes Technology or its employees apologize
  • Repeated demands or complaints over an excessive period
  • Defamatory comments on social media or websites
• If we determine that any such conduct has occurred, we may refuse product replacement or repair. Where conduct is considered malicious, we may contact the police, legal counsel, or other appropriate parties and take necessary action.