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Warranty Policy

Last updated: 20 July 2025  |  Vision Alarm Direct (Pty) Ltd

Vision Alarm Direct stands behind the quality of every system we install. Our warranty covers manufacturing defects in hardware and workmanship defects in our installation services, in accordance with the Consumer Protection Act 68 of 2008.

1. Hardware Warranty

1.1 Warranty Periods by Brand

Brand / Product Category Warranty Period Covered By
Ajax Systems — all devices 2 years from installation date Manufacturer + Vision Alarm Direct
Dahua — cameras & NVRs 2 years from installation date Manufacturer + Vision Alarm Direct
ProSeries — panels & sensors 2 years from installation date Manufacturer + Vision Alarm Direct
Batteries (all brands) 12 months from installation date Vision Alarm Direct
Cables & consumables 12 months from installation date Vision Alarm Direct

1.2 What the Hardware Warranty Covers

  • Manufacturing defects in materials or workmanship.
  • Premature failure under normal operating conditions.
  • Firmware or software defects in devices supplied by us (where applicable).

1.3 What the Hardware Warranty Does Not Cover

  • Damage caused by misuse, abuse, accidents, negligence or unauthorised modification.
  • Damage caused by power surges, lightning strikes, flooding or other environmental factors (recommend appropriate surge protection).
  • Wear and tear from normal use (e.g. scratches, cosmetic damage).
  • Damage resulting from tampering, attempted repair by non-authorised persons, or installation of non-approved accessories.
  • Consumables such as batteries, after the 12-month battery warranty period.
  • Devices that have had their serial numbers removed or defaced.

2. Installation Workmanship Warranty

All installation work performed by Vision Alarm Direct carries a 12-month workmanship warranty from the date of installation sign-off. This covers:

  • Faulty cabling or wiring installed by our technicians.
  • Incorrect device placement or mounting that causes functional problems.
  • Configuration errors made during commissioning.

The workmanship warranty does not cover issues arising from:

  • Changes made to the system by you or a third party after installation.
  • Structural changes to the property (e.g. renovations) that affect device placement or cabling.
  • Events outside our control (power surges, flooding, etc.).

3. How to Make a Warranty Claim

Step 1 — Contact Us

Report the defect to us as soon as possible:

Step 2 — Provide Details

Please have the following information ready:

  • Your full name and installation address.
  • Your order/invoice number.
  • The date of installation.
  • A description of the defect and when it was first noticed.
  • Photos or a short video of the issue (where applicable).

Step 3 — Assessment

Our technical team will assess your claim within 3 business days. We may request a remote diagnostic or schedule an on-site visit.

Step 4 — Resolution

Where a valid warranty claim is confirmed, we will, at our discretion:

  • Repair the defective device or workmanship at no charge; or
  • Replace the defective device with an equivalent or superior model; or
  • Issue a credit or refund (if repair or replacement is not possible).

Warranty repairs and replacements are performed during business hours and will be scheduled within 5–10 business days of claim approval, subject to parts availability.

4. Consumer Protection Act Rights

In addition to our warranty, the Consumer Protection Act 68 of 2008 (CPA) grants you statutory rights, including:

  • The right to receive goods of good quality, in good working order, and free from defects.
  • The right to have goods repaired, replaced or refunded if they are defective within 6 months of delivery.
  • The right to safe goods that will not cause harm when used as intended.

Our warranty is in addition to (and does not limit) your CPA rights.

5. Out-of-Warranty Repairs

After your warranty period expires, we continue to offer repair and maintenance services at competitive rates. A call-out fee applies. Contact us for current rates.

  • Call-out fee applies for on-site visits.
  • Replacement parts are charged at the current price.
  • Labour for out-of-warranty repairs is charged per hour.
  • We will always provide a written quote before commencing out-of-warranty repair work.

6. Third-Party and Manufacturer Warranties

Some products carry additional warranties from their respective manufacturers (Ajax Systems, Dahua, ProSeries). Where a manufacturer's warranty period exceeds our warranty, you may submit a claim directly to the manufacturer. We will assist you with the process where possible.

Manufacturer warranty terms are subject to change by the manufacturer without notice to us. Their current terms are available on their official websites.

7. Contact

To log a warranty claim or enquire about a warranty: