How do I return an item?

Upon receiving your order, please review your packing slip carefully to ensure that you have received your entire order. If you did not receive items on your packing slip or your package was damaged during shipping, please contact Dotworkz Customer Service immediately at info@dotworkz.com or call (866) 575-4689 for assistance.


Return Material Authorization (RMA) Process

If Dotworkz Tech Support is needed or additional parts are required prior to requesting a RMA, please contact Jay Hilton (Product manager & Solution Engineer) at (619) 270-8409 or email him at jay.hilton@dotworkz.com.


NOTE: Resellers/Distributors: All unsold Dotworkz products are not guaranteed eligibility for return and RMA are treated case by case.


RMA Process

Please submit the following information to rma@dotworkz.com alias.

In the subject header please title the email “RMA Request for (original PO#)”.


When requesting a RMA, please provide the following information in the body of the email:

  1. Product model number If product does not have serial number please take a picture and attach to email.

  2. Product serial number located on the underside of the enclosure.

  3. Date Code also located on the underside of the enclosure

  4. Description of the failure

  5. Description of troubleshooting performed to isolate the cause

  6. Copy of original PO

  7. Please include any special remarks or instructions in the email

  8. Dotworkz will acknowledge receipt of the RMA request within 24-48 hours.

  1. Dotworkz will review and supply a unique RMA number and .pdf for the RMA as confirmation

  2. Dotworkz will review the request and respond within 1-3 days of receipt of the RMA request.

  3. Dotworkz will send the RMA Confirmation to the person requesting the RMA.

  1. Dotworkz will provide a return label if necessary.

  2. All products being shipped back to Dotworkz Systems HAVE to include the RMA Number on the outside of the shipping package so it can be read easily.

  3. A copy of the RMA confirmation is to be included inside the box.

  4. Once the product is received at Dotworkz, a confirmation of shipment receipt will be sent to the contact person provided.

  5. Dotworkz will then review the failure, determine lead time/repair time and possible cost (not covered under warranty) and send a confirmation to contact person provided for estimated completion date to ship.


Packaging Agreements

The Product is to be in the original packaging and shipped securely. Packages that are not securely packaged may be damaged in transit.


RMA number must be clearly visible.


Dotworkz Systems is not responsible for any postage and handling charges. All shipping costs are non-refundable.


NOTE: All made- to –order/ custom orders are non-returnable. Other non-returnable products include, but are not limited to; lenses, shields, solar kits, and custom NVRs. Please contact Dotworkz Support at Support@Dotworkz.com if you need further information.


Important Note


In the event that the product you are returning does NOT meet the requirements described in this document, we will photograph the merchandise and packaging, and prepare a detailed summary of our determination as to why the return was denied, the product(s) will be deemed not eligible for return and will be returned to you. Dotworkz Systems will not be responsible for any shipping or handling cost of those products.