Refund policy

Return & Refund Policy


Effective Date: May 18, 2026

This Return & Refund Policy applies to all purchases made on our website operated by EYESEC (“we”, “us”, “our”). It governs returns, refunds, and exchanges for security cameras and accessories purchased by retail and B2B customers. By placing an order, you agree to the terms below.

1. Eligibility for Return


  • Retail Customers
    • Indonesia Local Warehouse: 14-Day Free Return

      You may return unused, undamaged products with original packaging, full accessories, and proof of purchase within 14 days of delivery for a full refund or exchange.
    • Global Shipping: 14-Day Return

      Returns accepted within 14 days of delivery. Return shipping fee is borne by the customer.

  • B2B Wholesale / Bulk Orders

    MOQ 50 units per SKU; returns accepted only for manufacturing defects within 15 days of delivery.

    No return for overstock or change of mind.

2. Non-Returnable Conditions


We reserve the right to reject returns if:

  • Product shows physical damage, water damage, or misuse.
  • Serial number is defaced, removed, or altered.
  • Original packaging, cables, manuals, or accessories are missing.
  • Product has been disassembled, modified, or repaired.
  • Damage caused by improper installation or non-compliant power supply.
  • Consumables or opened accessories.

3. Return Shipping


  • Indonesia Local Warehouse: FREE Return Shipping

    We provide a prepaid label via JNE/J&T/SiCepat.
  • Global Shipping: Customer Bears Return Shipping

    Use traceable courier; shipping fee is non-refundable.
  • B2B Defect Returns: We cover return shipping

4. Refund Process


  1. Submit return request via Contact Us or order email within the return window.
  2. Provide order number, photos/videos of product condition, and shipping address.
  3. We approve and send return instructions or prepaid label within 24 hours.
  4. Ship back and share tracking number.
  5. Goods inspection will be completed within 3–5 business days.
  6. Full refund will be issued to original payment method within 7 business days.

5. Exchange Service


  • Indonesia: Free exchange for defective items within 15 days
  • Global: Defect item exchange available, customer covers return freight
  • B2B: Defect product exchange only

6. Warranty Service


  • Security Camera Main Unit: 1-Year Global Warranty
  • Accessories including adapter and data cable: 6 months warranty
  • Warranty only covers original manufacturing defects.
  • Warranty does not cover damage caused by improper use, water intrusion, impact damage or unauthorized disassembly and repair.

7. Consumer Protection Regulation


This policy complies with Indonesia Law No. 8/1999 on Consumer Protection. All online shoppers enjoy 14 days legal cooling-off period.

8. Contact Information


Email: postmaster@eyesec.cn
No Hp：+62 823-1205-7941

Return Address: PT. POLYCHEM INDONESIA Tbk, Poris Plawad, Kec. Cipondoh, Kota Tangerang, Banten