ZenCAM Hardware Warrant

1. Comprehensive 3-Year Protection

At ZenduIT, we stand behind the reliability of our hardware. All ZenCAM devices include a 3-year hardware warranty starting from the original date of device shipment.

2. What is Covered?

This warranty covers hardware defects that result in the loss of core functionality. ZenduIT will provide repair or replacement services if:

• Power Issues: The camera unit fails to turn on.

• Recording Failures: The unit is no longer recording footage as intended.

• GPS Functionality: The internal GPS module fails to track or provide location data.

• System Failure: The unit is non-functional due to internal component failure.

3. What is NOT Covered? (Exclusions)

To maintain the integrity of our service, the following items are excluded from the 3-year hardware warranty:

• Cosmetic Issues: Scratches, dents, or faded casing that do not affect the camera's performance.

• Cables & Accessories: This warranty does not cover power cables, mounting brackets, or external accessories.

• Wear and Tear: Natural degradation or fraying of cables and connectors over time.

• External Damage: Damage caused by improper installation or unauthorized modifications.

• Installation & Labor: This warranty does not cover any installation activity, labor, service calls, site visits, diagnostics performed onsite, dispatch fees, or travel costs — whether performed by ZenduIT, a partner, a customer technician, or any third-party installer. 

4. Eligibility & Guidelines

• Standard Coverage: The warranty period for ZenCAM devices is 3 years from the date of shipping.

• New Purchases: Devices purchased and activated after July 22, 2024, are automatically covered by this 3-year term.

• Upgrades: Existing ZenCAM devices activated prior to July 22, 2024, become eligible for the 3-year window once moved to an Enterprise Plan, provided the original warranty had not already expired.

• OPEX Bundle Customers: ZenduIT OPEX cameras carries a lifetime warranty; genuine hardware failures are replaced free of charge as long as the device’s subscription remains current. Installation, rework, and third-party labor are excluded under OPEX coverage as well — only the hardware unit is covered. 

• Exclusions: This 3-year extension is specific to ZenCAM hardware and does not apply to 3rd party cameras.

5. Understanding Your Warranty Period

The warranty is calculated from the original shipping date of the device.

Example: If a ZenCAM unit was shipped on January 1, 2024, its 3-year warranty period remains active through December 31, 2026, regardless of when a plan upgrade occurs.

How to Initiate a Claim

If your ZenCAM is not turning on or recording, please contact the ZenduIT Support Team at servicedesk@zenduit.com. Our team will perform remote diagnostics to confirm the hardware failure and issue a Return Merchant Authorization (RMA) if a replacement is required.

Vendor-Initiated Proactive Replacements

Not every replacement starts with you. When the hardware vendor identifies a defect affecting a production batch or firmware build, ZenduIT may replace affected units before any fault is reported. This path is different from the customer-initiated RMA described above, and the differences matter.

Where the notification goes. Proactive replacement notices must be routed to the ZenduIT Support Team's shared support address, never to a named individual. A notice sent to one person's inbox has been missed in the past, which delayed the replacement. If you are a partner or installer forwarding a vendor notice, send it to the support address so it enters the queue.

How this path differs from a customer-initiated claim:

1. Who starts it: the vendor or ZenduIT, not you. You will be notified by email or through a support ticket, and the notice includes everything you need to identify whether your devices are affected.
2. Diagnostics: a customer-initiated claim requires remote diagnostics to confirm the failure first. For a vendor-confirmed defect, no troubleshooting or remote diagnostics are required.
3. Whether a swap is needed at all: some batch defects are remedied by a firmware update rather than a physical replacement. Where a firmware fix applies, ZenduIT issues the update.
4. Returning the old unit: whether the defective unit must be shipped back, and by when, depends on what the vendor requires and is confirmed by your account manager.
5. Warranty term and entitlement on the replacement: these depend on the circumstances of the defect and on what the vendor and ZenduIT agree for that batch. Your account manager will confirm what applies to your devices.

Vendor-side coordination is handled by ZenduIT with the hardware vendor. You do not need to contact the vendor yourself.

Still excluded. The exclusions in Section 3 continue to apply on this path. Whether the installation and labour exclusion is waived for a replacement ZenduIT initiated is decided case by case by the ZenduIT success team.