Return and Refund Policy

1. General Return Policy (No "No-Reason" Returns)

DEFEND (Shenzhen) Technology specializes in manufacturing professional-grade industrial equipment, specifically explosion-proof cameras and mining safety systems designed for Class I hazardous areas.

We highly recommend that our B2B clients thoroughly review the product specifications, technical drawings, and certification documents before placing an order. Our technical team is always available to assist you in selecting the exact model for your environment.

2. Exceptions: When Returns or Exchanges are Accepted

We stand behind the quality of our manufacturing. We will negotiate a return, exchange, or repair under the following strict conditions:

• Manufacturing Defects: The product fails to operate according to the published specifications due to a verified manufacturing defect.
• Shipping Damage: The product is severely damaged during transit. (Note: You must provide unboxing video evidence or clear photos of the damaged packaging and product within 48 hours of delivery.)
• Incorrect Item Shipped: We sent a different model or specification than what was confirmed in the Proforma Invoice (PI).

3. The RMA (Return Merchandise Authorization) Process

If your issue falls under the exceptions above, you must obtain an RMA number before sending anything back. Products returned without an RMA number will be refused and returned to the sender at their expense.

1. Contact Us: Email our support team at support@defendex-proof.com with your Order Number, Serial Number, and a detailed description (plus photos/videos) of the issue.
2. Technical Troubleshooting: Our engineers will work with you remotely to troubleshoot the issue. Many perceived "defects" can be resolved via firmware updates or configuration adjustments.
3. RMA Issuance: If the issue cannot be resolved remotely, we will issue an RMA number and provide the return shipping address.
4. Shipping: For defective items, DEFEND will cover the return shipping costs. For other negotiated returns, the buyer is responsible for all shipping costs, customs duties, and insurance.

4. Restocking Fee

In rare cases where a return is negotiated and approved by DEFEND management (e.g., overstock situations or ordering errors made by the buyer), a restocking fee of up to 20% of the product's purchase price may be applied to cover handling, inspection, and repackaging costs.

5. Refunds

Once a returned product is received and inspected by our quality control team, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed to your original payment method (or via T/T bank transfer for B2B orders) within 14 business days. Shipping costs, customs duties, and return freight are non-refundable.