Limited Product Warranty
Last updated: January 2025
General Overview
TrueLook warrants that the Products it sells will remain free from defects in materials or workmanship under normal use by Customer for the stated warranty period of each Product (this “Limited Product Warranty”). Under this Limited Product Warranty, TrueLook will repair or replace, at its discretion, any manufacturer’s defect in materials or workmanship (subject to the limitations and exclusions set forth below), on Products purchased by Customer from TrueLook. This Limited Product Warranty is non-transferable.
THIS LIMITED PRODUCT WARRANTY IS IN LIEU OF ANY AND ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, NON-INTERFERENCE, SYSTEM INTEGRATION, INFORMATIONAL CONTENT OR DATA ACCURACY, ALL OF WHICH ARE EXPRESSLY DISCLAIMED BY TRUELOOK. REPAIR OR REPLACEMENT AS PROVIDED UNDER THIS LIMITED PRODUCT WARRANTY IS THE CUSTOMER’S SOLE REMEDY. TRUELOOK WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES AND EXPENSES, INCLUDING DAMAGES OR INJURY TO PERSON OR PROPERTY, IN CONNECTION WITH ANY BREACH OF THIS LIMITED PRODUCT WARRANTY. SOME STATES AND JURISDICTIONS MAY NOT ALLOW THESE LIMITATIONS ON WARRANTIES. THIS LIMITED PRODUCT WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE OR JURISDICTION TO JURISDICTION.
This Limited Product Warranty does not extend to Products that have been damaged or rendered defective: (a) through normal wear and tear; (b) as a result of failure to follow Product instructions for use; (c) as a result of accident, neglect, misuse or abuse; (d) by the use of parts not manufactured, sold or otherwise authorized by TrueLook for use in or with the Products; (e) by modification of the Products by any party other than TrueLook; (f) as a result of service or repair by anyone other than TrueLook authorized repair personnel; (g) due to mains power supplies, power spikes, corruption or interruption or fluctuation or radio interference; or (g) if Customer uses a Product outside its intended purpose or outside the United States. For clarification, this Limited Product Warranty does not extend to damage, including corrosion or Product failure, due to causes beyond TrueLook’s control, including without limitation theft, fire, flood, wind, lightning, storm, natural disaster, electrical or power outages and surges, and acts of third parties.
Repairs vs. Replacements
TrueLook provides both repair and replacement services to resolve hardware issues, depending on the situation and the support tier selected:
Repair refers to a process in which the customer sends the defective camera or component back to TrueLook. Upon receipt, our team performs the necessary repairs and returns the same unit. The affected component(s) are either repaired or replaced if irreparable. This method is typically used when an issue cannot be resolved in the field. Shipping costs in both directions are covered by TrueLook.
Replacement refers to the process in which TrueLook sends a new or like-new item – either a complete system, specific component, or individual part – to the customer. The customer then installs the replacement and returns the faulty item. In many cases, this allows the customer to resolve the issue without uninstalling the entire unit or waiting for a repair turnaround. If the original product is no longer available, TrueLook will provide a functionally equivalent substitute. Shipping is covered in both directions.
Replacement hardware is either new or refurbished to like-new condition and will be comparable in functionality to the original. Any replacement item will be covered under the same remaining warranty period as the component it replaces.
In general, repairs involve the customer sending the hardware to TrueLook, while replacements involve TrueLook sending hardware to the customer. Each service tier (Essentials, Advanced, Premium) outlines different procedures and response times for repair and replacement, as described in the warranty terms.
If the issue is determined to be the result of customer misuse, negligence, damage outside of normal operating conditions, or other causes not covered under the warranty, the customer may be responsible for the cost of the repair or replacement. For complete details regarding coverage, exclusions, and limitations, refer to the Limited Product Warranty policy above.
Warranty Periods
The TrueLook Limited Product Warranty provides comprehensive coverage for all electronic and mechanical manufacturing defect-related issues. As long as the equipment is not subjected to misuse or damage, we ensure full support and protection.
The warranty period for each product category and component is as follows:
Camera Solutions
| Product / Solution | Warranty Period | Details |
| Fixed | 3 year |
Covers any electronic component (e.g., camera, router, injector, power supply). |
| PTZ | 3 year |
Covers any electronic component (e.g., camera, router, injector, power supply). |
| Interior | 3 year |
Covers any electronic component (e.g., camera, router, injector, power supply). |
| TrueDeter | 3 year |
Covers any electronic component (e.g., camera, router, injector, power supply). |
| TrueShield | 3 year |
Covers any electronic component (e.g., camera, router, injector, power supply). |
Power Solutions
| Product / Solution | Warranty Period | Details |
| Solar – electronics | 2 year | Applies to standard solar package and mobile solar trailer. Covers defects in electronic components (e.g., breaker, charge controller). |
| Solar – panels | 2 year | Applies to standard solar package and mobile solar trailer. |
| Solar – batteries | 2 year | Applies to standard solar package and mobile solar trailer. |
Additional Items
| Product / Solution | Warranty Period | Details |
| Cables, connectors, physical enclosures, seals or gaskets, mounts, brackets | 1 year |
Miscellaneous
| Product / Solution | Warranty Period | Details |
| Mobile solar trailer | 2 year | Covers defects in the frame, axles, mast, tires, and other structural components. |