Due to concerns with COVID-19, you may experience delays in shipping as we modified our staff and schedule for the safety of our employees. We apologize for any inconvenience.

Warranty and Return Policy

How do I return my product?

All returns require a Return Authorization (RA) Number. Talk to our Customer Support Team by calling 1-512-715-5810 to obtain an RA number and return instructions. Some products may not be returnable for credit, such as custom made items and used equipment. Once you receive your (RA) number please have it clearly marked on the outside of your return packaging, “Not on the Item box”. Make sure you insure the item and have it delivered via certified tracking signature required. Please send all returned items to 850 Freeport Pkwy Suite 100 Coppell, TX 75019, Attn: RA Department. Please Note for Brand Name Items we may need you to send to the manufactures return/repair facility.

What do I do if I received the wrong product or a product is missing from my shipment?

All discrepancies in shipments must be reported within 5 days of receipt of shipment. To report a discrepancy, talk to our Customer Support Team by calling 1-512-715-5810 or email [email protected]

Do you repair your products?

Yes. Our warranty commitment is backed by our guarantee to repair or replace NST branded warranty items within two week of receipt. Name Brand items such as, Sony, Pelco, Bosch, Panasonic, etc.… are covered by their respective factory warranty. Please call for Name Brand returns so we can go over the exact return procedure for these items.

What is your return policy?

We stand behind 100% of our products 100% of the time. If you're not happy with any product for any reason, we'll refund your order, including taxes, minus shipping charges for all unused items purchased in the previous 31 days and in original packaging. You may choose an exchange or a refund for the full amount of the items you purchased. Refunds must be issued to the same credit card, debit card, gift certificate, or other form of payment used in the original transaction.

Custom made items are not refundable. There is no restocking fee for products returned in new condition (in the original package) within 31 days of the invoice date. Later returns and incomplete returns will incur a restocking fee. All returns after 31 days will only be refunded as a credit to your account for future purchases.

A Customer Service Representative will advise you of any applicable restocking fee.

Examples of conditions that will lead to refused returns or restocking fees include:

  • Returned item is a different serial number than the one New Security Technologies originally shipped.
  • Returned item is missing parts or the original product packing material.
  • Returned item was damaged because it was improperly packaged for return shipment.
  • Returned item has been used.

Sorry, no credit can be issued after 90 days. Custom products and software are returnable for repair or warranty replacement only. For the return policy on non-NST brand products, talk to our Customer Support Team by calling 1-512-715-5810.

How do I request a repair?

To return a product for repair, talk to a Customer Service Representative for a Return Authorization (RA) number 1-512-715-5810 or by email at [email protected]