I Need to Make a Return. What Should I Do?

We’re sorry things didn’t work out. Let’s make it right.

To start, email our sales team at [email protected] with your order number and reason for return. If your request meets our criteria, we’ll issue you an RMA #.

Standard Returns

• 30-day window: Returns must be requested within 30 days of the invoice date. All sales are final after that.
• Restocking fee: Approved returns of standard stock items are subject to a minimum 25% restocking fee.
• Condition: Items must be new, unused, uninstalled, and in original OEM packaging with all hardware, manuals, and accessories. Missing parts or damaged packaging may result in denial of your RMA and refund.
• RMA # required: Mark it clearly on the outside of the package. Shipments without a valid RMA may be refused or returned at your expense or disposed of without notice.
• Return shipping: You cover it, unless the return is for a confirmed defect, shipping error, or damage in transit.
• Refunds: Issued to your original payment method within 14 to 30 business days after we receive and inspect the return, less any applicable fees.

Special Order / NCNR Items cannot be returned, cancelled, or refunded. We’ll always flag these before processing so you can opt out first.

Refurbished Parts: Covered by a 1 year warranty. If defective, we’ll replace the part (subject to availability) or issue a refund if no replacement is available. Not eligible for the standard 30-day return.

Used Parts: Sold as-is. Email us with your order number and the issue, and we’ll review case-by-case.

Damaged, Short, or Incorrect Shipments: Handled separately with no restocking fees. See our claim timelines below.

Warranty Claims

FireAlarm.com offers a 1-year guarantee from ship date on all NEW and REFURBISHED products against defects in workmanship and materials under normal use. Confirmed defective products will be replaced or credited at our sole discretion.

To file a warranty claim, email [email protected] before returning the item and follow these steps:

1. Include your order number, serial number (if applicable), and a description of the issue.
2. For panels, boards, and power supplies, a manufacturer case number may be required. Our team will let you know if this applies.
3. Provide photographic and/or video evidence of the defect.
4. If eligible, we’ll issue an RMA # and return instructions.
5. Ship the product prepaid with the RMA # clearly visible on the outside of the package. Do not write on the OEM packaging, as this voids your claim.
6. Upon inspection, the product will be replaced or credited per our warranty terms.

Warranty does not cover mishandling, abuse, unauthorized repair, improper installation, or Acts of God. For full warranty details and exclusions, see more.