Return Policy
Returns, Hardware Warranty & Warranty Returns
3.1 Returns
For purchases made through Monarch Connected's online store, returns must be initiated within 10 days of the shipment date. We provide a free prepaid return shipping label — you pay nothing to ship your return, and there are no restocking fees. To start a return, email sales@monarchconnected.com with your order number and the serial numbers of the Products you wish to return, and we will email you the prepaid label. Hardware is additionally covered by Verkada's manufacturer warranty (up to 10 years depending on the model — see Sections 3.2–3.4 below and your product's datasheet).
3.2 Hardware Warranty
Verkada represents to the original purchaser and user of the Hardware that, for the period set forth in the applicable Documentation from the date of shipment to the location specified on the Purchase Order, the Hardware will be substantially free of defects in materials and workmanship ("Hardware Warranty").
3.3 Remedy for Breach of Hardware Warranty
Customer's sole and exclusive remedy and Verkada's (and its suppliers' and licensors') sole and exclusive liability for a breach of the Hardware Warranty will be, in Verkada's sole discretion, to replace the non-conforming Hardware. Replacement may be made with a new or refurbished product or components. If the Hardware or a component within it is no longer available, then Verkada may replace the Hardware unit with a similar product of similar function. Any Hardware unit that has been replaced under the Hardware Warranty will be covered by the terms of the Hardware Warranty for the longer of (a) 90 days from the date of the delivery, or (b) the remainder of the original Hardware Warranty period. Customers engaging in a Prohibited Use serves to void the Hardware Warranty.
3.4 Warranty Returns
To request a return under the Hardware Warranty, Customer must notify Verkada or the Partner within the Hardware Warranty period. To initiate a return directly to Verkada, Customer must send a return request to Verkada at support@verkada.com and clearly state details on where and when Customer purchased the Hardware, the serial numbers of the applicable Hardware unit(s), Customer's reason for returning the Hardware, and Customer's name, mailing address, email address, and daytime phone number. If approved, Verkada will provide Customer with a Return Materials Authorization ("RMA") and prepaid shipping label via email that must be included with Customer's return shipment to Verkada. Customer must return the Hardware unit(s) listed in the RMA with all included accessories with the RMA within the 14 days following the day on which Verkada issued the RMA.