Refund Policy

At DoorBird Installers, we are committed to delivering premium products and exceptional service. We understand that circumstances may require a return, and we have established this policy to ensure a transparent and equitable process for all customers.

1. Return Window

Customers may initiate a return within 10 calendar days from the date of delivery. To begin the return process, please contact our support team at support@doorbirdinstallers.com with your order number and reason for return. We will provide you with return authorization and shipping instructions.

2. Return Shipping Responsibility

The customer is responsible for arranging and paying all return shipping costs. We strongly recommend:

• Using a carrier with tracking capabilities
• Purchasing shipping insurance for the full value of the item
• Retaining your tracking number and proof of shipment until the refund is processed

Important: DoorBird Installers is not responsible for packages lost or damaged during return transit. We recommend using a reputable carrier with signature confirmation.

3. Product Condition Requirements

To qualify for a full refund, returned items must meet the following criteria:

• Unopened and sealed: Original factory packaging must be intact with all seals unbroken
• Complete contents: All accessories, manuals, and components must be included
• No signs of use: Product must show no evidence of installation, testing, or handling damage
• Original packaging: Items must be returned in their original retail packaging

4. Inspection and Refund Timeline

Upon receiving your return, all items undergo a comprehensive quality inspection at the manufacturer's distribution facility. This process ensures that returned products meet our quality standards before refunds are issued.

• Inspection period: Please allow up to 40 business days for inspection completion
• Refund processing: Once approved, refunds are issued to the original payment method within 5-7 business days
• Notification: You will receive email confirmation when your refund has been processed

5. Condition-Based Deductions

If the returned product does not meet our condition requirements, the following deductions may apply:

• Minor signs of handling: Up to 20% deduction
• Opened packaging or broken seals: Up to 30% deduction
• Evidence of use, installation, or damage: Up to 50% deduction

The specific deduction amount is determined by our inspection team based on the actual condition of the returned item. We will notify you of any deductions before processing your refund.

6. Non-Returnable Items

The following items are not eligible for return or refund:

• Custom-built products: Any product manufactured or assembled to customer specifications
• Special order finishes: Custom colors, PVD coatings, or non-standard finishes ordered specifically for you
• Made-to-order items: Products that are not part of our standard inventory
• Installation services: Professional installation labor once performed
• Clearance or final sale items: Products marked as non-returnable at time of purchase
• Products damaged by customer: Items damaged due to improper handling, installation, or use

7. Defective Products

If you receive a defective product, please contact us immediately at support@doorbirdinstallers.com. Defective items are handled under the manufacturer's warranty policy and may be eligible for:

• Replacement with an identical product
• Repair through authorized service
• Full refund at our discretion

Please do not return defective items without first contacting us for authorization and instructions.

8. Order Cancellations

Orders may be cancelled without penalty if:

• Cancellation is requested before the order ships
• The product has not been custom-ordered or manufactured

Once an order has shipped, it is subject to our standard return policy.

9. Exchanges

We do not offer direct exchanges. If you need a different product, please return the original item for a refund and place a new order for the desired product. This ensures accurate inventory management and faster processing.

10. How to Initiate a Return

To start a return, please follow these steps:

1. Email support@doorbirdinstallers.com with your order number
2. Describe the reason for your return
3. Wait for return authorization and shipping instructions
4. Pack the item securely in its original packaging
5. Ship to the address provided using a trackable method
6. Email us your tracking number for reference

11. Contact Us

If you have questions about our refund policy or need assistance with a return, please contact us:

DoorBird Installers
A division of Pixel Security Consultants Group

Email: support@doorbirdinstallers.com
Phone: (424) 258-8808

Our support team is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time.