Warranty Information

Montavue Product Limited Warranty

Updated: 10/14/2023

Montavue LLC (“Montavue”) warrants, to the original purchaser (the “purchaser”) only, that this Montavue branded product, if sold as new, if properly installed, maintained, and used thereafter in strict accordance with the use and care guidelines provided in the quick start guides and instruction manuals, shall be free from manufacturing defects in material and workmanship. Montavue only warrants products contained in the original factory packaging.

*open box warranty may differ

 

Length and Expiration of Standard 2 Year Warranty

The Montavue standard warranty covers the product, for two years from the documented date of purchase for most products*. The purchase date must be documented with either an original sales receipt from the first retailer selling the product or by credit card receipts or statements.

*Exclusion applies to Pan-Tilt-Zoom (PTZ) Cameras: moving parts, belts, motors, bearings, etc. are covered for 1 year (rest of the PTZ camera is covered for 2 years)

Extended Warranty Plan

Purchasing a MontCare Extended Warranty Plan extends your warranty coverage to three years (standard 2-year warranty + 1 additional year) or five years (standard 2-year warranty + 3 additional years). The standard 2 year warranty applies the same to the 3 year and 5 year warranty with some Exclusions:

  • Hard Drive warranty is limited to 2 years, even if NVR/bundle is extended to 3 or 5 years.
  • PTZ's are not covered under extended warranties. If purchased in a bundle, PTZ's are excluded under extended warranty. PTZ's are covered under the standard 1 year warranty on moving parts, 2 years on remaining parts. 

 

Montavue’s Obligations

Montavue’s obligations under the standard 2-year, or 3 and 5-year extended warranties are limited, at its sole option, either to:

  • Repair the product found by Montavue to be defective; or
  • Replace parts or, in Montavue’s sole discretion, the product found by Montavue to be defective.
  • Any replacement parts furnished by Montavue in connection with the warranty claim shall be warranted to the purchaser for a period equal to the unexpired portion of the warranty period for the product. Products may be repaired with new or refurbished parts, and may be replaced with new or refurbished products, of the same or similar model as the replaced product, or of equal or superior quality, at the sole discretion of Montavue.

Montavue's Standard Warranty Procedure

Montavue will troubleshoot the device with customer. Customer needs to perform tasks requested by tech. Upon determining that the item could be faulty/defective, Montavue will provide a pre-paid return label to the customer. The customer needs to package up the item securely so the item remains safe during transit. Once Montavue receives the defective item we will test the item, if it is within 60 days of purchase you will receive your repaired unit or new replacement, after 60 days, we reserve the right to send you an open box/refurbished replacement. Montavue will cover the cost of shipping both ways for warranty. 

Montavue's Advanced Replacement Procedure

Montavue strongly discourages this warranty replacement procedure as costs and product will be the responsibility of the customer if the "defective" item is determined to be in normal working condition upon Montavue receiving and testing the unit. 

Advanced replacement procedure will follow the standard warranty troubleshooting. Upon completion of tech support troubleshooting, if customer wants an advanced replacement they will be issued a pre-paid return label to return the "defective" unit, customer is responsible for securely packaging the unit for safe shipping. Montavue will provide an invoice and require payment for advanced replacement item (no sales returns accepted on this device), once paid, Montavue will ship new item to customer. When Montavue receives the "defective" item in our testing facility, we will test the device and determine if it is defective or not. If the item is not defective, the customer will be shipped their original device back, and there will be no refund given on the advanced replacement sales order. If the item is deemed defective, Montavue will refund the advanced replacement invoice previously paid. 

*Customer bears the risk of receiving the suspect "defective" device back as well as the advanced replacement if the device is determined to be in normal working condition. 

Montavue would incur large costs with advanced replacement if an item comes back and is in working condition, and that item is not sent back to the customer, as you could imagine it is not an open box item at that point, it is used and could be 12 - 16 months old, and we can't resell the item. That is why we have to follow the aforementioned procedure.

Additionally, the majority of our warranty claims are not due to defective equipment, they are usually by installation error, faulty cables, or customers refusing to do what the tech requested, but saying they did. They come back, test fine, and we then have to send it back.  

Warranty Exclusions, Limitations, and Disclaimers

**water/moisture damage in cable to camera connection is not covered by warranty

This warranty is invalidated if non-Montavue accessories or products are or have been used in connection with the Montavue branded product, or if any modification or repair is made to the product by any service depot or other person not authorized by Montavue. This warranty does not apply to defects in or damages to the product caused by (i) negligent use of the Product, (ii) misuse, abuse, neglect, alteration, repair or improper installation of the Product, (iii) electrical short circuits or transients, (iv) heat, humidity, moisture or temperatures beyond product specifications (v) use of replacement parts not supplied by Montavue (vi) improper Product maintenance, or (vii) accident, fire, flood or other Acts of God.

 

This Montavue warranty does not cover data loss, or costs related to data recovery. Montavue makes no warranty that the software provided with the product will function without interruption or otherwise be free of anomalies, errors or viruses. This warranty does not cover any costs relating to removal, replacement, or installation of any product, regardless of whether the product is found by Montavue to be defective, or software installed on the user’s computer.

 

Montavue reserves the right to make changes to its products without incurring any obligation to modify any product that has already been manufactured. This warranty does not cover any alteration or damage to any other software that may be or may become resident on the users system as a result of installing the software provided.

REPAIR OR REPLACEMENT AS PROVIDED IN THIS LIMITED WARRANTY IS THE EXCLUSIVE REMEDY OF THE PURCHASER. THIS WARRANTY IS IN LIEU OF OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR USE OR PURPOSE, AND MONTAVUE NEITHER ASSUMES NOR AUTHORIZES ANY PERSON TO ASSUME FOR IT ANY OTHER OBLIGATION OR LIABILITY IN CONNECTION WITH THE SALE OR SERVICE OF THE PRODUCT.IN NO EVENT SHALL MONTAVUE BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING FROM THE USE OF THE PRODUCT OR ARISING FROM THE MALFUNCTIONING OR NON-FUNCTIONING OF THE PRODUCT, INCLUDING, WITHOUT LIMITATION, LOSS OF REVENUE OR PROFITS, FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, DAMAGE TO OR LOSS OF PROPERTY, INJURIES TO OR DEATH OF ANY PERSON, AND CLAIMS AGAINST THE PURCHASER BY ANY THIRD PERSON, EVEN IF MONTAVUE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. MONTAVUE DOES NOT WARRANT THAT THE PRODUCT OR ITS SOFTWARE WILL OPERATE WITH ANY OTHER PRODUCT OR SOFTWARE EXCEPT THAT WHICH IS INDICATED BY MONTAVUE. MONTAVUE IS NOT RESPONSIBLE FOR CHARACTERISTICS OF THIRD PARTY HARDWARE OR SOFTWARE WHICH MAY AFFECT THE OPERATION OF THE MONTAVUE SOFTWARE INCLUDED.


WITHOUT LIMITING THE FOREGOING, MONTAVUE DOES NOT MAKE ANY CLAIMS OR WARRANTIES OF ANY KIND WHATSOEVER REGARDING THE PRODUCT’S POTENTIAL, ABILITY OR EFFECTIVENESS TO PREVENT, MINIMIZE, OR IN ANY WAY AFFECT PERSONAL OR PROPERTY DAMAGE OR INJURY. MONTAVUE IS NOT RESPONSIBLE FOR ANY DAMAGE, LOSS OR THEFT RELATED TO THE PRODUCT OR TO ITS USE FOR ANY HARM, WHETHER PHYSICAL OR MENTAL RELATED THERETO. ANY AND ALL CLAIMS OR STATEMENTS, WHETHER WRITTEN OR VERBAL, BY SALESPEOPLE, RETAILERS, DEALERS OR DISTRIBUTORS TO THE CONTRARY ARE NOT AUTHORIZED BY MONTAVUE, AND DO NOT AFFECT THIS PROVISION OF THIS WARRANTY. THE MONTAVUE PRODUCT LIMITED WARRANTY IS VALID ONLY IF THE PRODUCT IS PURCHASED BY THE INITIAL END USER DIRECTLY FROM MONTAVUE OR AN AUTHORIZED MONTAVUE DISTRIBUTOR.

 

State/Provincial Law

The purchaser may have other rights under state, provincial, or federal laws and where the whole or part of any item of this warranty is prohibited by such laws, it shall be deemed null and void. The remainder of the warranty shall remain in effect.

The products covered by this warranty must be used as intended for the warranty to apply. Without limit to the foregoing, some states do not allow the exclusion or limitation of implied warranties or the limitation of incidental or consequential damages for certain products supplied to consumers or the limitation of liability for personal injury, so the above limitations, exclusions and disclaimers may be limited in their application to you. If implied warranties are not allowed to be excluded in their entirety for any reason, they will be limited to the duration of the applicable written warranty in this document. This warranty gives you specific legal rights which may vary depending on local law. By keeping this product you agree to the terms of this Limited Warranty without objection or addition, and agree that binding arbitration shall be your sole remedy for any disputes over any elements of this Limited Warranty and waive any right to pursue joint, collective, or class claims in any form with respect to the product, your purchase of the product, this Limited Warranty and Montavue’s performance hereunder.

 

Product Registration
In order to obtain service of any kind, the Purchaser must register the product online at www.montavue.com.

 

Obtaining Service
Should the product require service under this warranty, the purchaser must provide Montavue with a copy of proof of purchase in the form of the original dated bill of sale, receipt or invoice and product registration information. Montavue will not perform any of its obligations under this warranty without the required information as stated above. To make a claim on this warranty, please click here for further details. If returning the product to Montavue for service or replacement, you must obtain a Return Authorization number, and you must assume the risk of damage or loss during shipment. You must use the original packaging or the equivalent, and you must pay postage. Montavue will cover the cost of shipping the replacement product back to you.

**If item is shipped to Montavue without prior authorization, and claiming to be faulty, once tested, and if it works properly, purchaser could incur a handling fee/return postage fee.

Limited Technical Support
The Montavue limited warranty period covers technical support for the life of the product from the original purchaser. Product registration is mandatory prior to obtaining Technical Support.  Terms of limited technical support are subject to change at the discretion of Montavue.

Privacy
Always use discretion when installing video and/or audio surveillance equipment especially when there is perceived privacy. Inquire regarding federal, state and/or local regulations applicable to the lawful installation of video and/or audio recording or surveillance. Party consent may be required.

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