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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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.

Partners with failed units needing repair should process their own warranty requests. Using the Strategic Distributor may significantly increase shipping and handling costs, which can be avoided if the partner handles the request directly.

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 three (3) 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 three (3) 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.
• Premier: 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 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 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.
• Premier: 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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

Check the Status of an 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, the Hanwha Strategic Distributor can request to return the product to Hanwha Vision for credit subject to the following terms and conditions:

Authorized, Nickel STEP Partners, Regional Distributors and Non-STEP Partners

• Product must be defective. New stock and “buyer’s remorse” units are not eligible for return. Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/
• Product must have been purchased from Hanwha Strategic Distributor within the last thirty (30) days to qualify.
• Product must be in the original carton and include all the accessories.
• Product must not be physically damaged (refer to our warranty policy and see warranty exclusions section).
• After an RMA has been issued, PRODUCT MUST BE RETURNED TO HANWHA TO THE ADDRESS LISTED ON RMA. The RMA number must appear on the shipping label and a copy of the RMA should be included with the shipment. Returns are to be shipped freight pre-paid.

To initiate a product return, the Authorized, Nickel STEP Partner, Regional Distributors and Non-STEP Partners will need to:

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

2- They will be emailed a ticket number.

3- They will contact the Hanwha Strategic Distributor that they purchased the product from and provide them with the ticket number.

4- The Hanwha Strategic Distributor will process a return request below.

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

• “STEP Advantage 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
  • Premier: one hundred and twenty (120) 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 Copper, Silver, Gold, Platinum, Diamond, Emerald, Manufacture Reseller, Premier STEP Partners and PSA will need to:

1- They will contact the Hanwha Strategic Distributor that they purchased the product from.

2- The Hanwha Strategic Distributor will process a return request below.

Note:

• BCD and MBX servers (WRT, WWT, WRR-P, and WRR-Q) must be factory sealed to qualify for return for credit.Defective units must be brought to technical support for troubleshooting prior to escalating to the vendor forrepair.
• Custom painted units are not eligible for return.
• Explosion-proof units have a 15% restocking fee.
• VWF units are non-returnable unless they are defective.
• Thermal cameras are non-returnable.

Stock Rotation

This is new inventory that has been deemed un-needed by the distributor

Contact your internal Hanwha Corporate Product Manager to request product to be added to the next quaterly stock rotation

DO NOT USE the below links to request stock rotations

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.
• Premier: 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.
• 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 replacement unit is shipped via UPS Next Day Air at Hanwha Vision’s expense. A prepaid UPS Ground return label is included with each replacement unit. Please be sure not to discard the prepaid return label.
• 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.

IMPORTANT NOTICE

Network recorders are shipped without hard disk drives. The HDD’s from the original unit are to be transferred to the replacement unit. 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, by completing the Repair.

Replacement product is refurbished and meets the original electro-mechanical specifications. The product may have minor cosmetic blemishes that do not affect the unit performance.

Frequently Asked Questions

Does Hanwha offer an over the counter exchange?

No, every return for credit requires and RMA that must be first submitted via the portal.

What types of returns engage the distributor?

Only returns for credit involve the distributor.

Which types do not?

Advanced replacements and repairs are handled directly between the partner and HVA. Stock rotations are negotiated between NSD and the distributor.

What is the difference between a return and an advanced replacement?

An advanced replacement is when Hanwha Vision provides a product for installation before the faulty product is returned and evaluated. This is NOT an over the counter exchange and requires a credit card.

What is the linear transaction for return for credit?

To better understand the flow of credit it is best to understand the linear flow. On the Sale: Hanwha Vision> Disty- Dealer. The opposite is true.

I have opened my camera box, is this returnable for credit?

Yes under our “Enhanced return” policy as long as it is in the original carton box, within the specified return window, is not damaged and has all the accessories.

How do I handle stock rotations?

Please refer these to the appropriate distribution sales manager:

• Andrew McKibben:  ADI, Scansource, Accu-tech and TDSynnex. Nancy Jones- Wesco, Alarmax, Jenne, Graybar and Ingram Micro.
• Evan Pace: All regional distributors

Do unopened servers require a tech ticket?

No, but must fall within the enhanced return window.

Can Spectrum cameras be returned if opened?

If the package is sealed with a warning and it has been broken, no. If there is no warning on packaging, yes.

I have other questions not answered on this form, who can I contact?

Please reach out to Mun Seok Choi munseok.choi@hanwha.com.

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support.

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).
• Exceptions apply as outlined in our full warranty policy, which can be found here: https://hanwhavisionamerica.com/sales/warranty/

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 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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support

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

NEW REPAIR POLICY STARTING OCTOBER 1^st, 2025

1. Repair Request Eligibility

The eligibility period begins from the date of purchase from a Hanwha Vision Authorized Strategic Distributor

A. In Warranty Products:

• The online system checks warranty status automatically.
• If warranty cannot be confirmed, the product is marked Out-of-Warranty.
• If you believe the product is still under warranty:
  • Upload your original purchase receipt.

• • The Out-of-Warranty process applies until warranty eligibility is confirmed.
• Once warranty is confirmed:
  • The $49 hold on your credit card will be released
  • You’ll receive a Repair RMA confirmation email with shipping instructions.
  • Include a copy of this email with your defective units

B. Out-of-Warranty Products:

• A credit card is required to submit the request.
• A $49 HOLD is placed during review of any proof-of-purchase documentation.
  • If warranty is confirmed the HOLD is canceled.
  • If warranty is not confirmed the HOLD becomes a non-refundable diagnostic fee.
• After the warranty status is confirmed, you’ll receive a Repair RMA confirmation email

2. Diagnostic Fee (Out-of-Warranty Only)

• A $49 (pre-paid, non-refundable) fee will be changed for all Out-of-Warranty repair requests.
• This fee covers basic inspection to determine if the product can be repaired.
• The fee is non-refundable regardless of repair outcome.

3. Shipping Instructions

• You’ll receive detailed instructions via email.
• Customer ships the defective unit prepaid to the repair center.
• Hanwha returns the unit via prepaid UPS Ground Service.

4. Diagnostic Evaluation

• A certified technician inspects the unit upon arrival.
• Determines if the product is repairable.

5. Repair Quotation (Out-of-Warranty Only)

• If the Out-of-Warranty product is deemed repairable, a detailed quotation will be emailed to you.
• Once you approve the quotation and complete payment, the repair process will begin.

6. Non-Repairable or Declined Repairs (Out-of-Warranty Only)

• If the product cannot be repaired or you decline the repair:
  • It will be returned free of charge, or
  • Safely disposed of at the service center upon request.
• The $49 diagnostic fee remains non-refundable.

7. Repair Warranty

• Repairs are warranted for 90 days from the date of repair.
• The warranty covers the same problem/same component failure.

By submitting a repair request for an Out-of-Warranty product you agree to the above procedure and fee structure.

Hanwha Vision America is committed to transparent, fair service costs and reliable support

Check the Status of a Existing Repair

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