Warranty Policy

Natalus guarantees its products (excluding batteries) will be free from physical defects in material and workmanship under proper / normal use and service. Natalus provides a two-year warranty for its range of Cameras and One year warranty on its range of Network Video Recorders, starting from the shipping date. The warranty covers repairs and replacements due to factory defects, and Natalus will solely determine if Natalus will repair the damaged products or replace the defective product for its customers.

The Natalus Product Repair and Replacement Policy applies to Natalus products both during the applicable within-warranty period and out-of-warranty period.
To initiate a return of a possibly defective Natalus product for repair or replacement, the purchaser of the product (the “Returning Party”) must complete and submit the Return Material Authorisation form available on the Natalus website.

All shipping costs for defective material including shipping of replacement product will be to the account of the purchaser.

Upon receipt of the product, Natalus will assess the condition of the product and, as applicable, make the following determinations, all at the discretion of Natalus.

Determine whether the product is in fact defective or otherwise damaged. If Natalus determines that the product is not defective or otherwise damaged, Natalus will advise the Returning Party and plan to return the product to the Returning Party at the Returning Party’s cost.

If the product is within-warranty, determine whether the defect or damage is covered by the warranty. If the defect is covered by the warranty, determine whether to repair or replace the product. The repaired or replacement product will then be returned to the Returning Party. If the defect is not covered by the warranty, Natalus will then advise the Returning Party of available options and proceed accordingly.

Out-of-warranty replacements or repairs are only available during the active support life of the product.

All installation and use of Natalus software is governed by the applicable end user license agreement and Natalus is not responsible for any performance issues due to computing or external virus-related damage.

• The products is outside of the warranty period.
• The damage was caused due to abuse, improper use not conforming to product manual instructions.
• The products that have been modified or repaired by any unauthorized service centre or personnel.
• The products’ serial number label is missing or unrecognizable.
• Any claim received after the last day of the warranty period will not be valid and applicable.
• Warranty stands void for theft, abuse, misuse, neglect; vandalism, or environmental conditions (fire, floods, rust, corrosion, sand, dirt, windstorm, hail, earthquake, or exposure to weather conditions) or products purchased through any unauthorized dealer.
• Any upgrading or tweaking of system firmware, software, or the application will not be covered under this warranty and any such modifications done to the product shall render the warranty null and void.
• If the customer relocates, the product from its initial assembly location due to any reason whatsoever and damage occurs during this process, it is not covered under this policy.
• The warranty is strictly non-transferable (transferring of ownership). Original proof of purchase of the product is mandatory while claiming a warranty.

A warranty extension is possible at additional cost. Please contact your nearest distributor for details.

• STEP 1: Contact Us
• Please contact us at [email protected] or contact your nearest distributor to obtain an RMA (Return Material Authorization) number.
• STEP 2: Prepare Shipment
• Please provide us your shipping invoice and await our confirmation before returning the defective units. The invoice should state the RMA number and specify with the statement of “RETURNED GOODS WITH NO COMMERCIAL VALUE”.
• STEP 3: Ship Package
• Our customer is responsible for returning the defective goods to Natalus facility and prepays for the transportation cost. Please properly pack the items before shipping out to prevent any unexpected damage.