Warranty Policy

The most important sentence on this page: dotpk.pk does not provide its own warranty. Every warranty on everything we sell belongs to the manufacturer. We would rather you knew that before ordering than discover it during a claim.

The three kinds of warranty, and which one you have

Manufacturer warranty. This is the one that applies. Its length and its terms are set by the brand — EZVIZ, IMOU, Hikvision, Dahua, TP-Link, Tenda and the rest — and claims are handled by that brand's authorised service centre in Pakistan. Where a product page states a warranty period, it is the manufacturer's stated period for that model.

Seller warranty. We do not offer one. Not a shortened version, not an implied one.

Installation warranty. Not ours to give, because we do not install. Whoever fits your system should stand behind their own workmanship — a cable run badly, a camera aimed wrongly, a mount that has come loose — and it is worth agreeing that in writing before they start. It is a separate matter from the equipment warranty either way: a camera that has failed electrically is a manufacturer claim no matter who mounted it.

Not everything carries a warranty

Some items — accessories, cables, some peripherals — come with no manufacturer warranty at all. Where that is the case the product page says so. If a warranty matters to your decision, ask us to confirm it against the actual stock before you order.

Making a claim

1. Contact us with the order number and a description of the fault.
2. We tell you which service centre handles that brand and what they need.
3. You send or take the unit to them. The delivery cost in both directions is yours, unless the fault falls under the return policy instead — that is, it was faulty on arrival, reported within 24 hours with an unboxing video, and returned within 7 days.
4. The service centre decides on repair, replacement or refusal. That decision is theirs.

We will help with the process, chase it, and translate what the service centre says. What we cannot do is overrule them.

What voids it

The manufacturer decides, and their terms govern, but in practice: physical damage, water ingress on a unit not rated for it, a broken warranty seal, unauthorised repair, a firmware modification, or a power fault caused by connecting the wrong supply. Surge damage during load-shedding is commonly excluded — a UPS on the recorder and the switch is cheap insurance and we recommend one on every system.

Installed equipment

A fitted camera cannot be returned, but its manufacturer warranty is unaffected: it is still the brand's for the stated period. Removing it and getting it to the service centre is the owner's cost — we did not fit it, so there is no workmanship question for us to answer.

Wholesale

The same terms apply, per unit. This is the clause resellers should read most carefully, because it decides who stands in front of your customer during a claim — and the answer is that the brand's service centre does, with our help. See wholesale.

Your statutory rights

Nothing here limits any right you have under Pakistani consumer law.

Questions about this policy

Orbit Smart Solutions, G3 Ibrahim Center, Usman Market, Hall Road, Lahore · support@dotpk.pk · 0300 120 3210