Frequently Asked Questions

At SmartEye Security systems, we ensure a streamlined process for handling faulty CCTV products from our authorized brands, namely HIKVISION, CP Plus, and Dahua. If you encounter an issue with a CCTV product purchased from us, you can deposit the faulty item at our office. It is important to note that SmartEye Security does not provide replacements, even for Dead on Arrival (DOA) products, as our partner companies do not offer replacement services. Instead, we facilitate warranty services. Once you have deposited the product, we will send it to the principal company to avail the warranty services on your behalf. We coordinate with the manufacturers to ensure that all warranty terms are met. As soon as we receive the repaired or serviced product from the company, we will notify you for collection. By focusing on warranty services rather than replacements, we align with the policies of our principal brands, ensuring that your product issues are resolved in accordance with their guidelines

No — SmartEye Security Systems does not provide a Cash on Delivery option for CCTV products or installation work.

To keep offering the lowest possible market prices, all orders are processed on a 100% advance payment basis. COD is not feasible due to the extended payment remittance cycle it involves.

Your purchase options:

• Make full payment in advance through our accepted payment methods..

We are proud to be authorized channel partners for HIKVISION, CP Plus, and Dahua. All pricing is inclusive of GST.

Why Buy from SmartEye Security

At SmartEye Security, we are proud to be an Authorized Channel Partner for premium surveillance brands — HIKVISION, CP Plus, and Dahua.

Please note: These brands do not authorize direct online purchases through third‑party websites.
To protect your investment and ensure full warranty coverage, always choose to buy from recognized authorized dealers like SmartEye Security.

What You Get When You Buy from Us

• Authenticity Guaranteed – All products are genuine and sourced directly from the brand.

• Official Warranty – Enjoy full manufacturer‑backed warranty coverage.

• Transparent Pricing – All prices are clear and inclusive of GST, with no hidden charges.

• Expert Installation – Our trained technicians ensure your products are installed correctly.

• After‑Sales Support – Ongoing service and support from our dedicated team.

By purchasing through authorized channels, you can be confident in receiving reliable, high‑quality equipment backed by official manufacturer support.

No — the prices displayed in our catalog pertain exclusively to the supply of CCTV hardware and are inclusive of applicable GST. They do not incorporate installation, commissioning, or configuration charges.

As an Authorized Channel Partner for globally recognised surveillance OEMs — HIKVISION, CP Plus, and Dahua — we offer professional system integration services at an additional cost. These charges are determined by variables such as:

• System architecture (HD or IP solutions)

• Deployment environment (indoor/outdoor, commercial/residential)

• Scope of works including cabling, terminations, network configuration, and ancillary hardware requirements

For a comprehensive installation and commissioning quotation aligned with your project specifications, please:

• Contact our Customer Service and Technical Sales team, or

• Refer to the Services & Pricing section of our corporate website.

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At SmartEye Security, we employ stringent quality control, packaging integrity checks, and secure logistics protocols to ensure that every shipment is delivered in optimal condition. As an Authorized Channel Partner for HIKVISION, CP Plus, and Dahua, we adhere to manufacturer‑approved handling practices.

While instances of in‑transit product damage are exceptionally rare, minor cosmetic imperfections to external packaging may occur without compromising the functionality or structural integrity of the product itself.

To further mitigate risk, customers may request transit insurance for their consignment. This ensures that any unforeseen damage during shipping is fully covered in accordance with the insurer’s terms, providing complete peace of mind.

In the unlikely event that you suspect physical or functional damage to your product upon delivery:

1. Document the condition immediately — capture clear photographs of the packaging and the product.

2. Retain all packing materials until the matter is resolved.

3. Contact our Customer Service team without delay to initiate the claims and resolution process.

Our team will coordinate the appropriate warranty service, replacement action, or insurance claim as applicable to ensure a prompt resolution.

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SmartEye Security maintains a strict no-returns and no-exchanges policy for CCTV products. This is in line with the policies of their principal brands—HIKVISION, CP Plus, and Dahua—which do not provide the company with options for product replacements or exchanges, even in cases such as Dead on Arrival (DOA).

If customers experience any issues with their CCTV products, they are advised to deposit the product at SmartEye Security’s office. SmartEye Security will then coordinate warranty services directly with the manufacturer. Once the product is repaired or serviced, customers will be notified to collect their items.

Due to the high quality and low defect rate of these products (error rate less than 1%), and adherence to manufacturer policies, all sales are considered final, and refunds or exchanges are not offered.

In summary:

No returns or exchanges are accepted for CCTV products.

Warranty and repair services are facilitated by SmartEye Security through manufacturers.

Customers must submit products for warranty claims at the designated office.

Refunds, replacements including for DOA, and exchanges are not provided.

This policy ensures compliance with manufacturer terms and maintains the high service standards promised to customers.

To receive a tailored quotation that meets your specific security needs, please follow these steps:

1. Review Our Product Catalogue: Visit our website to explore the comprehensive list of CCTV products from brands like HIKVISION, CP Plus, and Dahua. All prices listed are GST-inclusive.

2. Select Your Requirements: Identify the product models and quantities you are interested in purchasing.

3. Provide Your Details: Share the following information with us via email or phone:

   • Your full name

   • City or location of the installation site

   • Contact information (phone number and/or email)

   • List of product model numbers along with required quantities

4. Submit Your Request: Contact our sales team or customer service with the above details to receive a personalized and competitive quotation.

Our team will review your requirements and provide you with a precise quotation, including pricing and any applicable service options. If you have further questions or need assistance, our customer support is always ready to help.

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Combo CCTV product bundles at other online portals often appear cheaper compared to purchasing individual components due to several reasons, but there can be some potential drawbacks to be aware of:

Why Combo CCTV Products Seem Cheaper

• All-in-One Bundle Pricing: Combo kits often package cameras, a DVR/NVR, cables, power supplies, and accessories together, which can reduce the overall cost compared to buying each item separately.

• Bulk Purchase Discounts: Suppliers may buy components in bulk and offer combo packs at discounted rates, passing some savings to customers.

• Simplified Compatibility: Combo kits contain pre-selected components optimized to work together, reducing the risk of incompatibility — this streamlines manufacturing and assembly costs.

• Lower Margins: Some sellers offer combo kits with lower profit margins to attract customers seeking convenience and perceived value.

• Promotional Offers: Combo packs are used as promotional items with discounts built in to increase sales volume.

• Limited or Lower-Spec Components: Sometimes cheaper combo kits include components with lower specifications or quality (e.g., smaller hard drives, fewer features) to keep bundle prices down.

Potential Drawbacks of Buying Combo CCTV Kits

• Less Flexibility: You get fixed components chosen by the packager, so you cannot customize cameras, storage, or accessories as per exact needs.

• Quality Variations: Some combo kits use generic or less reliable parts to balance cost, which may affect system longevity and performance.

• Warranty and Support Complexity: If one component fails, it may be more complicated to claim warranty or get replacements compared to buying branded individual items separately.

• Limited Upgrade Options: Expanding or upgrading a combo system can be more difficult if components are not standard or compatible with standalone products.

• Hidden Costs: Some combo kits exclude important items (e.g., hard drives, cables) leading to extra purchases and diminishing initial cost savings.

• Installation Challenges: Pre-packaged sets may not perfectly fit your site’s unique layout or purpose, requiring additional components or customized installation.

Summary

Combo CCTV packages offer convenience and initial cost savings through bundled pricing, but they trade off customization flexibility, component quality, and sometimes ease of warranty handling. Customers should carefully check what each kit includes, brand reputations, warranty terms, and whether the bundled specs meet their security requirements before purchasing.

For secure warranty-backed, genuine-brand products with transparent policies, authorized sellers like SmartEye Security Systems provide verified individual components and systems tailored to customer needs, even if those tend to have a slightly higher upfront cost.

If you want, I can help draft a clear advisory for your customers explaining the pros and cons of combo kits versus customized systems.