Refund policy
Returns
Changed your mind
You have 15 days from delivery to return a product you are not satisfied with.
Email support@icontactcamera.com with your order number to start. We will reply with a return number and the return address. Include the return number with your parcel so we can match it to your order.
Before you return: check the basics
If you are not satisfied with image quality, first confirm your video application is set to HD. Many quality concerns are application settings rather than the camera. Troubleshooting guides are available on our support pages.
Ordered the wrong model
Our cameras are sized to your screen — ProMini for laptops, Pro for 20–30 inch monitors, ProXL for larger screens. Contact us before returning. In most cases we can exchange it for the correct model, which is faster than a refund and a new order.
Wrong item received
If we shipped the wrong product, contact us. We will send the correct item and cover all shipping costs.
Buy with Prime orders
Some Buy with Prime orders are eligible for return. Start the return process for Buy with Prime orders here. For more information, see About Our Returns Policies.
Return costs and condition
For a change-of-mind return, return shipping is paid by you. For a confirmed fault, or an item we shipped in error, we cover it.
Products must be returned complete and in original condition, including original packaging, manuals, cables and accessories.
Where a product is returned damaged through improper use, with packaging, manuals, cables or accessories missing, or otherwise in a condition that is not resellable, a restocking fee or deduction may be applied to reflect the reduction in value. The amount depends on the condition of the returned item, and we will tell you what it is before processing your refund.
We accept returns and replacements for orders outside the United States, but we are unable to provide prepaid shipping labels for international returns.
Refund timing
Once your return reaches our warehouse, allow 3–5 business days for delivery and inspection. Approved refunds are credited to your original payment method within 1–2 business days of inspection. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since we approved your return and you have not received it, contact support@icontactcamera.com.
Warranty
Every iContact Camera comes with a 1 year limited warranty covering defects in materials and workmanship under normal use.
Register your product and we add 3 months of coverage, free — 15 months in total. Registration also routes you to priority support.
Faulty product: replacement, and we cover shipping
If your product is defective within the warranty period, the remedy is a replacement, not a refund. We will replace it with the same product, or a comparable model if the original is no longer available. We cover shipping both ways.
How a warranty claim works
- Contact us first. Email support@icontactcamera.com with your order number and a description of the problem. Please do not ship anything before contacting us — packages that arrive without a return number cannot be matched to an order.
- We diagnose it with you. This is usually done over email and takes a few minutes. Many reported faults turn out to be a USB port, an operating system permission, or the camera arm being folded up, all of which are resolved without shipping anything.
- If it appears to be a genuine fault, we authorise the return. We will issue a return number and provide a prepaid shipping label. Return shipping is covered from this point.
- We inspect the unit on arrival and confirm the fault before shipping a replacement.
Not covered by the warranty
- Liquid exposure or water damage
- Drops, impact, or crushing
- Cosmetic wear that does not affect function
- Damage from unauthorised modification or repair
- Normal consumable wear
If a warranty return is found not to be a fault
If inspection determines the product is not defective, or that the damage was not a manufacturing fault, we will tell you what we found. You may choose to have the unit repaired at cost or returned to you unrepaired. Where a unit is returned as faulty but found to be damaged through use or working normally, we may charge for inspection and return shipping.
Your statutory rights
Nothing in this policy limits any statutory consumer rights you have in your country of purchase.
European Union and United Kingdom: consumers are entitled to a minimum two-year legal guarantee of conformity on goods. Where this applies it runs alongside our warranty and takes precedence where it is more favourable to you. EU and UK consumers also have a statutory right to cancel a distance purchase within 14 days of receipt.
Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage.
Where local law gives you a right to a refund, repair, or replacement for faulty goods, that right applies regardless of the remedy described above.
Contact
To start a return or a warranty claim, email support@icontactcamera.com with your order number.