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Terms & Conditions

Iron Castle Surveillance – Terms & Conditions

Iron Castle Surveillance is a company with warehouse facilities located both in the United States and Canada. We offer the best professional products and equipment for all your home or business security and surveillance needs.

Our goal is to be your number one provider offering affordable prices, awesome products and MOST importantly great customer service. Giving you the best online shopping experience.

 

Return Policy

Please contact our customer service team with any questions or concerns regarding our return policy.

A return will NOT be accepted without a return authorization. If you would like to return an item, please contact us at sales@ironcastle.ca to issue a return request. This will provide the authorization number. You may file a return request at any time up to 30 days from the delivery date of your order via our online Returns Center. Return requests made after 30 days will NO longer be accepted.

All returns must be made within 15 days of return request being authorized. Any return which arrives after the 15 day window will be not be accepted or charged a 20% restocking fee.

Please send us back the item in its original packaging and condition with all of the parts. All items must be returned in the condition they were received or no refund will be issued.

Unwanted items returned due to no fault of the seller will have a restocking fee of up to 20% deducted from the refund and will have to pay the return shipping cost. However, the restocking fee may not apply if it is determined that we, the seller, are at fault. In this case you will also be reimbursed return shipping.

 

Iron Castle Surveillance or the manufacturer may test any product which is returned because it did not work when they arrived and impose a customer fee equal to 50% – 100% of the product sales price if the buyer misrepresents the condition of the product.

We do not accept return for damaged through customer misuse, is missing parts, or is in unsellable condition due to customer wear and/or tampering.

 

A restocking fee of 50% will also be incurred or refund refused for the return of:

  1. Items with obvious signs of use
  2. Items that have been opened (taken out of plastic wrap or tamper-resistant seal is removed)

Our company does not offer exchanges on items. Please make every effort to ensure the proper item was ordered for the brand you chose. Items returned will be charged a restocking fee.

 

Electronics purchased from Iron Castle Surveillance must be returned within 30 days of delivery of shipment via our online Returns Center. These items must be in new condition with original packaging and accessories. We cannot accept returns of products (including surveillance equipment, security equipment, or consumer electronics) missing the serial number or UPC; we will not issue refunds for such items.

If return is because of sellers fault, return shipping is always reimbursed, as long as Canada Post standard mail (not express) is the shipping method. Please send a photo of your return shipping receipt showing price paid so that our customer service department can issue a refund upon receipt of return.

Refunds for both products and return shipping costs are not issued until the item arrives back to our warehouse.

 

Third party sellers do not have access to any of your credit card information. When a refund is issued, Iron Castle Surveillance may take up to one week to process the funds back to your original payment method.

 

Special Order Items

Items labelled “Special Order” items are “specialized” equipment that is not normally kept in stock and may be made to order.

Special Order products may be in inventory but are often ordered in for specific projects and made per order. These items often experience longer shipping times.

Special order items are non-refundable.

Iron Castle Surveillance deals directly with the manufacturers and national distributers in large volume. This coupled with our certified partnerships ensure that are clients are the first to receive any products that are regularly stocked or Special Ordered.

 

To summarize –

Requirements for a Full Refund

  • Item(s) must be returned within 15 days of return request being issued
  • Item(s) must be in new condition
  • Item(s) must be returned with all original packaging and accessories
  • Electronic items (ie: cameras, recorders, alarms, etc.) must be unopened and still in their plastic wrap
  • Security, surveillance and consumer electronics must have a UPC or serial number

 

Partial Refunds or Restocking Fees

  • Products that were opened (taken out of plastic wrap) – 50% restocking fee
  • Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons NOT due to seller error – 50% restocking fee or refused
  • Open software for reasons not due to a Seller error – no refund

 

Warranties and Extended Warranties

All warranties and extended warranties including both the product’s default warranty and any extended warranties are “Manufacturers” warranties. All warranty claims and issues must be dealt with the manufacturer directly.

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