Warranty

Two kinds of coverage

Hardware is covered by the manufacturer’s warranty for its stated term. The work we perform is covered separately by MasterVizion’s installation workmanship guarantee. They are different promises from different parties, and it is worth knowing which one applies when something goes wrong.

Manufacturer warranty

Every product carries the manufacturer’s own warranty against defects in materials and workmanship. The term varies by product and by manufacturer; it is stated on the product page and on your order confirmation. The warranty period begins on the date you receive the product — the carrier’s delivery date for a shipped order, or the day it is handed over for a local delivery or installation — and your account’s order page shows that date once the order is delivered. Capture Advance recorders and cameras carry a 36-month term; Western Digital surveillance drives carry three years (five on Purple Pro); Proficient and Elite Screens terms are stated per product.

A manufacturer warranty covers a part that fails in normal use. It does not cover physical damage, liquid ingress beyond the product’s rating, power surges, lightning, misuse, or a product used outside its published operating conditions.

Workmanship guarantee

We guarantee the installation itself — mounting, cable routing, termination, aiming and configuration we performed — for 12 months from the date the job is completed. If a fault traces back to our work inside that period, we come back and put it right at no charge: no call-out fee, no labor charge, no argument about whose fault it is.

This guarantee is ours, not the manufacturer’s, and it applies only to work MasterVizion carried out.

What isn’t covered

• Hardware you installed yourself, or that another contractor installed or altered.
• Damage from misuse, tampering, vandalism, accident, pests, or building work by others.
• Power events — surges, lightning, brownouts — unless surge protection we supplied failed to do its job.
• Changes to your internet service, router or network by someone else that break remote viewing.
• Repositioning, re-aiming or re-scoping a system after the fact because the requirement changed. That is service work, and we quote it as such.
• Consumables, and normal wear such as a hard drive reaching end of life.

Making a claim

Contact us through the contact page or by phone with your order or job reference and a description of the problem. Where it helps, send a photograph or a clip of what you are seeing.

We will tell you plainly whether it is a manufacturer warranty replacement, a workmanship claim, or a chargeable service call — and which one it is before we do the work, never afterwards. Where it is a manufacturer claim we handle the return to the manufacturer on your behalf rather than leaving you to it.

Existing customers with an urgent fault

A system that is down is not a queue item. Call us and say it is urgent — existing service calls jump the queue. Out-of-hours attendance carries the published after-hours surcharge, which we will tell you about before we dispatch.

Related policies

See Shipping & Returns for returns of unfaulty hardware, and Terms of Service for the full terms of sale.