Set out below are the particulars of the following (last updated December 21, 2023):
The Warranty and Policies are presented together here for convenience only. Each constitutes a separate instrument and may be amended, modified, and interpreted by Avigilon independent of one another.
In the event the Warranty or any of these Product Policies has been translated and provided in a language other than the English language, the English language version shall prevail.
Applicable to Avigilon Alta camera products and Cloud Connector products.
Subject to the limitations set out below, Avigilon warrants to the original consumer purchaser that the purchased Avigilon Alta Video product will, under normal use conditions, be free of defects in material and workmanship for the time periods set forth in the tables below, such warranty period commencing one (1) calendar month after the date of shipment of such product from Avigilon.
For purposes herein, a camera with an active license means a camera that has had an active Aware license since the moment it was first purchased. That is, it was connected to the Aware platform with a camera license for its entire life to date.
The warranty duration for cameras, with or without a license is described in the table below.
Warranty is valid only in the country in which the Avigilon Ava / Alta video device was purchased. Avigilon may transfer the warranty provided (1) we are advised of the relocation, and (2) the warranty is available in the new location.
Warranty with an active Alta Aware license
Warranty without Alta Aware license
Avigilon Alta H6SL Bullet Cloud Camera
Avigilon Alta H6SL Dome Cloud Camera
Avigilon Ava 360
Avigilon Ava Bullet (Wide and Tele)
Avigilon Ava Compact Dome
Avigilon Ava Dome
Avigilon Ava Flex
Avigilon Ava Quad
For Cloud Connectors and camera accessories, the warranty period is specified in the table below:
Appliances and accessories
Other hardware warranty
Avigilon Alta A500 Cloud Connector
Avigilon Alta A750 Cloud Connector
Avigilon Alta A1000 Cloud Connector
Avigilon Alta A2000 Cloud Connector
Avigilon Alta A3000 Cloud Connector
Camera enclosures and related mounting accessories
Avigilon’s liability hereunder is limited to replacement or repair of the product, at Avigilon’s discretion. Avigilon may, at its discretion, use new, refurbished, or comparable parts or units to meet the conditions of this warranty.
External aesthetic modification, such as painting, of a finished device may negatively affect advanced replacement redemption or warranty status. Denial of advanced replacement or additional costs may be incurred if device failure is deemed due to post-sales modification.
Replacement or repair will be subject to Avigilon’s then current Product Repair and Replacement Policy.
This limited warranty is void if the product has been damaged by accident, unreasonable use, neglect, tampering or other causes not arising from defects in material or workmanship. This limited warranty extends to the original consumer purchaser of the product only and may not be transferred or assigned.
To the maximum extent permitted by law, Avigilon disclaims all other warranties with respect to the product, whether express or implied, including without limitation, warranties of merchantability or fitness for a particular purpose. No oral or written information, advice or representation provided by Avigilon, its distributors, dealers, agents or personnel shall create another warranty or modify this limited warranty.
This limited warranty states Avigilon’s entire liability and your exclusive remedy against Avigilon for any failure of the product to operate properly. In no event shall Avigilon be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages whatsoever (including but not limited to, damages for loss of profits or confidential or other information, for business interruption, for personal injury, for loss of privacy, for failure to meet any duty including of good faith or of reasonable care, for negligence, and for any other pecuniary or other loss whatsoever) arising from the use of or inability to use the product, even if advised of the possibility of such damages.
Because some jurisdictions do not allow the above limitations of liability, such limitation may not apply to you. This limited warranty gives you specific legal rights and you may also have other rights which vary from jurisdiction to jurisdiction.
Avigilon reserves the right to unilaterally change its warranty at any time, in its sole discretion without prior notice. If changes are made, they will be posted at avigilon.com/warranty. Your continued use of the warranted product will signify your acceptance of these changes. If you do not accept changes to the warranty, contact Avigilon to terminate this warranty and any corresponding account(s).
The Avigilon Alta Video Product Return Policy applies to Avigilon Alta Video products that the purchaser is seeking to return to Avigilon immediately following their purchase. Returns directly to Avigilon are only available to the person that purchased the product directly from Avigilon. Correspondingly, to the extent the original consumer purchaser did not purchase the product directly from Avigilon, they must coordinate any product return with the entity they purchased the product from.
Subject to the conditions below, Avigilon will only offer credit, and not a refund of the purchase price, in exchange for returned products. Activated software licenses, cannot be returned for refund or credit.
If products are unopened and undamaged (factory sealed), they may be (1) returned for full credit within 30 days of purchase; or (2) returned for credit, subject to a 20% restocking fee, between 31 and 60 days of purchase (inclusive). If products are opened, but include all parts and packaging with no cosmetic or other damage, as determined at Avigilon’s sole discretion, they may be returned for credit within 60 days of purchase, subject to a 20% restocking fee. After 60 days from purchase, no product returns will be accepted.
To initiate a return of a purchased Avigilon product, the purchaser of the product (the “Returning Party”) must complete and submit the Return Request form available on the Avigilon website, at avigilon.com/rma/. Once received and reviewed by Avigilon, Avigilon will issue a return merchandise authorization (“RMA”) number and shipping instructions to the Returning Party. The issuance of an RMA number and delivery of the product to Avigilon does not constitute confirmation that the return is valid. Items returned to Avigilon without an RMA number will be returned to the Returning Party at the Returning Party’s cost.
The Avigilon Product Repair and Replacement Policy applies to Avigilon Alta Video products that are subject to the Avigilon Limited Warranty within their applicable warranty period.
Avigilon Technical Support should be contacted at avigilon.com/issue/ for assistance with troubleshooting or technical support prior to the return of any possibly defective product. If the issue cannot be resolved, if the product is within warranty, the product may be returned to Avigilon for inspection and, as applicable, repair or replacement.
To initiate a return of a possibly defective Avigilon product for repair or replacement, the purchaser of the product (the “Returning Party”) must complete and submit the Return Request form available on the Avigilon website, at avigilon.com/rma/. Once received and reviewed by Avigilon, Avigilon will issue a return merchandise authorization (“RMA”) number and shipping instructions to the Returning Party. The issuance of an RMA number and delivery of the product to Avigilon does not constitute confirmation that the product is defective. Items returned to Avigilon without an RMA number will be returned to the Returning Party at the Returning Party’s cost.
Upon receipt of the product, Avigilon will assess the condition of the product and, as applicable, make the following determinations, all at Avigilon’s discretion:
Determine whether the product is in fact defective or otherwise damaged. If Avigilon determines that the product is not defective or otherwise damaged, Avigilon will advise the Returning Party and make arrangements to return the product to the Returning Party at the Returning Party’s cost.
If the product is within-warranty, determine whether the defect or damage is covered by the warranty. If the defect is covered by the warranty, determine whether to repair or replace the product. The repaired or replacement product will then be returned to the Returning Party at Avigilon’s cost. See also “Advance Replacement” below. If the defect is not covered by the warranty, Avigilon will then advise the Returning Party of available options and proceed accordingly.
Avigilon may, at its discretion, use new, refurbished, or comparable parts or units in connection with the repair or replacement of any returned product.
Avigilon may, at its discretion, replace any product in advance that is possibly defective, as long as such product is within-warranty (i.e. replacement may be completed prior to the product being physically returned to or inspected by Avigilon). Once Avigilon receives the product, Avigilon will conduct a physical assessment of the product and provide confirmation of the return status.
If an advance replacement product is shipped to the Returning Party prior to the Returning Party’s shipment of the original product to Avigilon, and Avigilon does not receive the original product from the Returning Party within 30 days of shipping the advance replacement product, the Returning Party will be invoiced for the full price of the advance replacement product at the Returning Party’s standard contracted price.
If the returned product is determined by Avigilon, at its discretion, to:
have no faults or defects, the Returning Party will be invoiced for 40% of the standard contracted price for the advance replacement product (if an advanced replacement product has already been shipped); or
be defective or damaged in a manner that is not covered by the Avigilon Limited Warranty, the Returning Party will be invoiced for up to a maximum of 50% of the current MSRP price for the advance replacement product (if an advanced replacement product has already been shipped).
In either case above, the original product will not be returned by Avigilon to the Returning Party.
For any advance replacement product, the balance of the warranty of the original product will continue to apply.
All installation and use of Avigilon software is governed by the applicable terms of service. Software support and problem resolution are available through Avigilon Technical Support (avigilon.com/contact-us/).
Upgrades occur automatically during the maintenance period defined for your deployment.