We know most of our products are expensive. That's why we take all possible steps to ensure the products you receive are complete and in working condition before it leaves our facility. All products are personally and meticulously checked to make sure all components are present and everything is working as it should. In the case of complete-built systems, we don't just turn it on and look through it for a few seconds, but we make sure the collimation is correct, there are no odd artifacts where there shouldn't be and ensure it meets our own expectations when we receive a night vision device.
However, in the unlikely event the product should arrive Dead On Arrival, you must report it to us within 24 hours of receipt in your hands and we will work with you to provide an exchange of the product, under the following conditions:
- The DOA product is returned to us in the same condition that it arrived in your hands, meaning that it is not modified, disassembled or tampered in any way.
- An RMA was issued after contacting us.
Products received without an RMA will be refused and returned back to sender. If the packaging was damaged by the carrier, then the carrier insurance will be invoked if purchased by you. If you opted out of insurance during the purchase process, we will work with you to repair the device and leverage repair fees as appropriate. You are required to keep a copy of the receipt used to ship the device(s) back to us. If after we have assessed the device and the device was in fact DOA, then we will ship you a replacement product via the same shipping method used initially and provide a partial refund no greater than the amount of your return shipping to us.
Each incident will likely be unique and will be handled on a case by case basis. Rest assured, we will take care of you as best as we can.
We reserve the right to allow or deny refunds and the full scope of this policy if we determine that there is a fraudulent claim.
The customer has 14 days after product purchase to request a refund. Products purchased but are not shipped yet are subject to a 10% restocking fee. This applies to in-stock and pre-order items. Products that have already shipped and arrived in the buyers' hands will be subject to a 15% restocking fee within the 14 days after product receipt. Once the 14 days has elapsed, no refunds will be provided unless it is a warranty claim.
1 YEAR LIMITED WARRANTY
Cold Harbour Supply Inc. warrants all Cold Harbour Supply branded night vision devices and systems for a period of one (1) year from the date of shipment and guarantees the product to be free from manufacturing defects in material and workmanship under normal use. This warranty is non-transferrable and can only be redeemed by the original purchaser. Each system is individually serial numbered and each component is tracked.
In the event that a defect covered by this warranty occurs, Cold Harbour Supply Inc, at its discretion, will either repair or replace the product with an equivalent or better. Such action on the part of Cold Harbour Supply Inc. shall be the full extent of the company’s liability, and the customer’s sole and exclusive remedy. This warranty applies to all Cold Harbour Supply Night Vision Device complete systems, and furthermore warrants that all Image Intensifier Tubes will be free from manufacturing defects in material and workmanship under normal use for a period of 1 years after the original date of shipment.
You are required to keep a copy of the receipt used to ship the device back to us. If after we have assessed the device and the device was in fact DOA, then we will ship you a replacement product via the same shipping method used initially and provide a partial refund no greater than the amount of your return shipping to us.
This warranty does not cover:
- Products that were used in other than normal and customary manner.
- Products that were misused.
- Products that were altered, modified, or repaired by the customer or a party other than Cold Harbour Supply Inc.
- Products that were discontinued by the manufacturer and either parts or replacement units are not available due to reasons beyond the control of Cold Harbour Supply Inc.
- Damage, defects, or failures resulting from use that would be construed by any reasonable person as normal and expected “wear and tear.”
Cold Harbour Supply Inc. shall not be responsible for any defects or damage that in the company’s opinion, resulted from the mishandling, abuse, misuse, improper storage, or improper operation, including use in conjunction with equipment which is electrically or mechanically incompatible with or of inferior quality to the product, as well as failure to maintain the environmental conditions specified by the manufacturer. This includes using rechargeable batteries, storing the product with batteries installed, or battery compartment corrosion due to faulty battery. Warranty claims falling outside of the scope of these written warranty terms may incur repair, labor, and shipping fees charged to the customer.
Customer is hereby notified that operation of the equipment during daylight or under excessive light conditions may permanently damage the image intensifier tube. While all modern image intensification tubes are auto-gated, they are not able to withstand exposure to constant light including, but not limited to, light sources, weapon sights, laser radiation. Auto-gated Image Intensifier Tubes are designed to stand up to nighttime battlefield light conditions, but prolonged exposure to any light source will still cause damage. If during the warranty claim process, it is determined that the cause for the damage is prolonged excessive lighting conditions, then the warranty is considered null and void.
No other warranties except for this one apply to this product, including, but not limited to written, oral, statutory, expressed or implied, including any implied warranty or merchantability or fitness for particular purpose, shall apply.