Return, Exchange & Warranty Policy
Standard Return Policy:
Orders may be returned within 30 days of purchase only if equipment is in full working order with no visible damage or wear-and-tear and is returned complete, with all parts and accessories including mounting hardware and tape, in the undamaged original packaging. A restocking fee may be applied for returned items that do not meet this criteria.
Items can no longer be returned after they have been physically mounted/installed as this permanently modifies them with screw holes and/or mounting tape, etc… We recommend testing that they function properly before mounting/installing. If an item has been physically mounted/installed then it is ineligible for return. **Only applies to regular returns. Defective items are covered by the warranty policy.**
You are responsible, via a carrier of your choosing, for shipping charges to return the product and all parts and accessories included in the original packaging.
To request a return authorization (RMA) please email email@example.com and include the items you want to return, your order number, and the following information:
1. Condition of the item(s) Opened/Unopened. If opened
– Is there any visible damage?
– Are any parts or accessories missing?
– Has it been physically mounted/installed?
2. Serial number from the item(s)
– For alarm panels or cellular modules provide the serial number and the 15-digit IMEI
– For Video Devices, provide the MAC address
– For all wireless sensors provide the serial number and Sensor ID
– For all other items, provide the serial number.
A clear picture of this information from the packaging can be submitted.
Once the return process has been started and the RMA sent, the return is only valid for 30 days. Once the returned item(s) has been received, please allow 7-10 business days for processing. Returned items cannot be sent back once received.
We honor the manufacturer’s warranty, which varies by manufacturer and by specific product. If a replacement part is required, you may either 1) return the defective item, and once the returned item is received by our team we will ship you a replacement, or
2) if you would like the replacement shipped prior to the defective equipment arriving at Surety you can purchase a replacement via our online store for us to ship out. The total cost of the replacement order, including shipping, will be refunded once the defective equipment has been returned to us. Shipping charges are otherwise non-refundable.
Shipping & Delivery Policy
Once an order has been completed, items will be shipped within 2 business days, and dependent on selected shipping preference, will arrive within 7 business days. Should there be any complications with sending your shipment, you will be notified within 1 business day.
Terms & Conditions
We offer our Do-It-Yourself Monitoring as a month to month service. There are no long term contracts for service. We believe the equipment you purchase is yours to do with as you see fit. When you end service with us, we release your module. And we will not lock out your programming. Surety’s Terms and Conditions in detail.
What to Do if You Need to Report a Change of Address
Change of address? No problem! Your system can move wherever you do.
Should you find yourself moving to a new address, and you are taking your system with you, please notify us by submitting a private message. Please include the following information in your message:
1. Primary subscriber’s name.
2. Existing system street address, city, state, zip code.
3. New system street address, city, state, zip code.
4. Date you would like these changes to take effect.
If 24/7 Professional Monitoring is included in your subscription, you can place your service on test mode with our monitoring operators for up to one week at a time by visiting the Test My System tab in your Surety System Manager. This will let you set up and test your system without operators reacting to alarm signals. When your system is set up and ready to go, you can clear test mode in your System Manager at any time.
If there are any changes to your contact list or premise phone number, these can be made at any time under the Professional Monitoring tab of your System Manager.
Updating Professional Monitoring Call List
To make changes to your central station call list, simply visit the Professional Monitoring tab in your Surety System Manager. Here you can manage your contacts, adjust call order, and add passcodes as required.
Terminating Your Account
Was it something we said? Can’t we make this work? In all seriousness, we hate to see you go, but our DIY services and monitoring are offered with only a month to month obligation. Please use the Cancel Service button found in your Dashboard. To find this button to schedule cancellation, select Alarm Subscriptions and then view your active subscription you wish to cancel.
If you wish to cancel your account mid-month, we can accommodate your wishes, but we will not be able to refund or pro-rate the month after its begun.
For questions, email us at firstname.lastname@example.org.
Sending Sensitive Information
Need to send a private message to our team? You can do so by logging into your Surety account and accessing this page writing your message, and then hitting the “Send” button. This page is only available when you are logged into your Surety account.