Product Refund Policy
Return and refund review for standard and configured thermal camera lens products.
Camcuda products are often used in B2B engineering, sample evaluation, or configuration-specific projects. Return eligibility depends on product type, lens/FOV configuration, condition, order context, and customization scope.
Eligibility matrix
How common thermal camera lens return cases should be reviewed.
| Standard product | May be reviewed if unused, complete, undamaged, and returned only after Camcuda authorization. |
|---|---|
| Configured module | Project-specific firmware, interface board, thermal camera lens/FOV, cable, or document configuration may limit return eligibility. |
| Sample evaluation | Opened or tested samples require condition review and may be subject to restocking or inspection decisions. |
| Shipping damage | Report immediately with packaging photos, product photos, carrier information, and order reference. |
| Documents / SDK | Downloaded or shared digital materials, SDKs, command protocols, and restricted documents are generally not returnable items. |
Return process
Submit a clear return review request before shipping anything back.
Provide order number, product model, quantity, issue description, and photos or video.
The team reviews order context, product type, condition, customization, and shipping evidence.
If eligible, Camcuda provides return instructions. Unauthorized returns may not be accepted.
Refund, replacement, repair, or rejection is decided after returned goods are inspected.
Required information
Include these details for faster review.
Order reference
Order number, invoice, purchaser contact, quantity, and delivery date.
Model and condition
Model, lens/FOV configuration, serial or batch details, photos, packaging status, accessory completeness, and usage condition.
Test context
Describe host device, interface, power, environment, observed issue, and troubleshooting already completed.
Final eligibility, shipping cost responsibility, inspection timing, and refund method should be confirmed in writing during the return review.
Return FAQ
Thermal camera lens return policy questions.
Can a configured lens/FOV module be returned?
Configured lens/FOV modules require case-by-case review because lens, board, cable, firmware, and document choices may be project-specific.
What evidence helps return review?
Provide order reference, model, lens/FOV configuration, photos, packaging status, host device, interface, test environment, and issue description.