Return Policy

At ThermalCameraExperts, our goal is 100% customer satisfaction. If the item you purchased doesn’t suit your needs, we want to make your return process as simple as possible.

How it Works


Fill out the online return form.

Get your RMA (Return Merchandise Authorization) number by completing the online form found here or contact us via phone, live chat or email.


Repack & secure with care.

Place all parts, accessories, and documents securely back into the manufacturer packaging. Place the manufacturer’s package into an outer shipping box so no damage occurs on the way back to us.


Drop off to your carrier.

Almost done! Be sure your RMA number is on the outside of the package, preferably on the shipping label, send the tracking number to us so we know when to expect your return, and hand your package off to the carrier of your choice.

Return / Exchange Policy

Returns and exchanges must include a Return Merchandise Authorization (RMA).  

You can obtain an RMA number a few different ways:  
    • Online RMA form - click here
    • Phone - (877) 571-7903
    • Email -
    • Chat - click here.
We make every effort to reply to all return requests on the same business day.  Please note - if an item is returned without authorization, or contrary to the instructions provided, it may be refused or charged a minimum restocking fee of 15%.

Please inspect all items upon arrival and notify us of any discrepancies within 48 hours. If your item is defective, over-sized, or non-cancellable/non-returnable, please see the appropriate section below.

The full cost of the merchandise will be refunded if the item is returned in unopened/like new condition, within the designated period and with a return authorization.  Shipping costs are non-refundable unless your return is due to defective merchandise or an error on our part.

How Long Do I Have to Make a Return?

You can return or exchange an item for 32 days from receipt of package.  
Please note - a Return Merchandise Authorization (RMA) is required.  

Return authorizations are valid for 30 days.  If return shipment is not initiated within 30 days, the return authorization becomes void.  It must then be re-requested and reviewed for approval.  Returns must be shipped via traceable carrier, and tracking information provided to ThermalCameraExperts.

Restocking fees
Orders under $500
    • None
Order over $500
    • No restocking fee if RMA is requested within 7 days of delivery.

Returns requested outside of our standard return period will incur a restocking fee of no less than 15% and may be declined.

How to Make a Return

Returns and exchanges must include a Return Merchandise Authorization (RMA).

You can obtain an RMA number a few different ways:
    • Online RMA form - click here
    • Phone - (877) 571-7903
    • Email -
    • Chat - click here.

We make every effort to reply to all return requests on the same business day.

Once your return has been processed, you will be provided with an RMA number. Please write both the RMA number and your original order number on the outside of your return package. Do not write on the manufacturer’s packaging, as this may result in a restocking fee. Please ship the package pre-paid to the address provided. It is recommended to insure your item for its full value. ThermalCameraExperts is not responsible for lost or damaged merchandise. If your return is lost or damaged in transit, you would be responsible for filing any claims directly with your shipping carrier.

What if my Product is Defective or Damaged

Defective products
Prior to issuing a return authorization, it may be necessary to first contact the manufacturer’s technical support – the reason for this being it is common for products to not actually be defective, but only need a setting changed.

However, upon confirmation that a product is defective, ThermalCameraExperts will provide you with an RMA number and specific instructions, as some defective products may require return directly to the manufacturer or a specific statement of the defect.

Shipping damages
If your product arrives damaged in shipment, you should note that with the shipper immediately and contact us within 1-2 business days of receipt of goods. Delays may result in denied claims. “Receipt of Goods” is defined as arrival at order’s destination address. Wherever possible, you should document the damage (images will be extremely helpful).

Over-sized Item Return Policy

Packages are considered heavy or oversized by meeting either of the following:
    • Over 130" combined in length and girth
    • Over 50 pounds

Oversized or heavy packages may be subject to no less than 15% and up to 50% restocking fee based upon the size and weight. Additionally, you will be responsible for the original shipping fees and return shipping fees if we receive an over-sized item returned for any of the following reasons:
    1.  Delivery is refused without inspection
    2. Delivery appointment is missed
    3. A non-defective or undamaged product is returned

When returning an over-sized product, you authorize ThermalCameraExperts to assess additional fees as necessary, including the deduction of original and return shipping costs from a refund.

Non-Cancelable / Non-Returnable Products

The following items may be non-cancelable/non-returnable:
    1. Special order items, defined as products outside the realm of normal existing stock and/or items that include factory installed options
    2. Items that require HAZMAT shipping
    3. Accessories, defined as but is not limited to: books, carrying cases, batteries, fuses, replacement bulbs, software, DVD's and/or other consumable items.

Over-sized and select additional items may also be non-cancelable/non-returnable. Please consult the product page and/or your product specialist for details.

International Returns

All domestic RMA criteria also apply to International orders.

Please be aware that many manufacturers’ warranties do not provide coverage outside the US. In addition, some products may not be exported under any circumstances due to manufacturers' restrictions or United States federal regulations.

ThermalCameraExperts makes no representations regarding warranty coverage, compatibility, or serviceability for products that are used outside of the United States. You are responsible for all shipping and brokerage charges for returns, exchanges and warranty issues - this includes any unit that arrives dead on arrival.