Document Purpose and Scope

This document addresses return policies applicable to the products that are purchased by authorized distributors of Turing’s products and that are returned to Turing Video for repair or return.

Turing’s Responsibility

Turing’s sole responsibility under the Turing warranty is limited to repairing or replacing the defective products returned by authorized distributors and direct purchasers. For details on the product warranty provided by Turing for the respective products, please refer to the following.

Product Warranty

Software Maintenance: Turing warrants the software within the active subscription period.

Hardware Warranty:

  • 36 months repair warranty on IP cameras and NVRs.
  • Servers are warranted within the active subscription period.

Turing Shield:

  • 12 months repair warranty on the thermal scanners, AI boxes, stands, and accessories.

General Return Requirements and Instructions

RMA Inquiry: Prior to returning product(s), please reach out to your direct point of purchase for return options. Turing only accepts returns from direct purchasers and/or authorized distributors. Direct purchasers or distributors must obtain an authorized RMA # from the Turing RMA Team via email support@turingvideo.com.

To obtain authorization, direct purchasers or distributors can request via email at support@turingvideo.com. Once the form is completely filled out and required documents are available i.e Proof of Purchase and Replacement Proof, please submit the form and documents to rma.usa@turingvideo.com for processing. Note that the RMA number approved must be clearly written in black or blue ink in large type on the outside of all returned packages. Turing will refuse the package(s) without an RMA number and return the product to the customer with freight due.

Expiration: An RMA number is valid for thirty (30) calendar days after its issuance by Turing. The distributor must return the product described in the RMA, or else a new RMA number will be required. If Turing does not receive the product(s) within the allowed time frame, the RMA will be closed and returns may be refused, potentially delaying the process.

Return for Credit Policy

Turing has a 30-day return policy for both hardware and software. Warranty begins from the date the distributor ships the product to dealers/end-users. The dealer or end-user is required to send the product(s) back to the distributor for return processing. Distributors must submit a return authorization request with Turing via the RMA form. Returns outside the 30-day time period are not eligible for credit. Product(s) that have been painted tampered with, serial number removed, or any other modifications will void the credit warranty. These product(s) may be repaired but fees may apply. Please contact the RMA team: support@turingvideo.com for the RMA number and return credit.

Advance Replacement

Turing has a one (1) year warranty policy for replacement/returns. Dealers/end-users must send the product(s) back to the distributors. Distributors may then offer an over-the-counter exchange option if the product is available at the branch.

Repair: The distributor must fill out and submit the RMA form with all the required information to assist the repair department with diagnosing and repairing the item. Out-of-warranty items require written authorization from the customer. If an item is deemed “unrepairable” the customer is contacted and has the option of (1) having the product returned, (2) having the product scrapped, or (3) purchasing a new unit as a replacement. Non-Turing product(s) received from an approved Turing Repair RMA, including Hard Drives not sold by Turing will not be repaired nor replaced. The product(s) will be shipped back as is to the sender.

Freight Charges: The distributor will pay inbound freight of the returned product and Turing will pay the ground outbound freight of the repaired product to the customer.

Packaging Requirements: All returned products must be packaged to afford individual mechanical protection so damage does not occur while the product is in transit to Turing. In addition, the packaging must provide proper electrostatic discharge (ESD) protection. All packaging should be comparable to the packaging in which Turing originally shipped the product. For multiple packages, each package must be labeled with the approved RMA number and properly sealed, and a copy of the RMA form must be enclosed with the shipment. The distributor or customer must enclose a packing list identifying the contents in each shipping carton. Turing is not responsible for packages or items received damaged in transit, the credit will be voided for Credit RMAs, and repair fees will apply for Repair RMAs.

Lost Package(s) in Transit Credit Request: Turing must be notified in 15 days from the expected delivery date of Purchase Orders not received / shipments possibly due to Lost in Transit. It will be investigated by both our warehouse and the carrier. The party that covered the freight charges will be responsible for filing the claim with the carrier for credit purposes. Turing credit is not guaranteed until the claim is determined. On that note, Turing will make the final conclusion according to the case and eligibility for credit.

Server Return: Once the software service is terminated the server will need to be returned to Turing, please contact the RMA team: support@turingvideo.com for return details. If the server is not returned after the contract termination, a penalty will be applied. Please refer to the Master Service Agreement for the details.

Amending this Policy: Turing may choose to amend the Policy, in part or its entirety, at any time, without notice.

You can find the most updated and complete Turing RMA policy here: https://turingvideo.com/rma-policy