Warranty & Returns
Warranty Policy
PARD USA stands behind the quality and reliability of every product we distribute. This limited warranty applies only to PARD products purchased from PARD USA LLC or from an authorized PARD dealer within the United States.
Note:
- Warranty Policy Product Category and Warranty Duration Digital Night Vision Devices - 2 years Thermal Imaging Devices - 3 years Selected Thermal Imaging Devices (Policy point #2) - 5 years Accessories (mounts, adapters, chargers, IR illuminators) - 6 months Batteries & Consumables 3 months 2. Enhanced 5-Year Warranty (Thermal Products Only) The following thermal models qualify for an automatic 5-year total warranty when purchased on or after January 1, 2025 and registered at Warranty Registration within 30 days of purchase: • Ocelot Series • Pantera Series • Landsat Compact Series • Harrier Series • Osprey Series • Predator 640 • Sphinx Series Warranty Registration Link Products not registered within 30 days will receive the standard 3-year coverage only. 3. What This Warranty Covers This warranty covers defects in materials and workmanship under normal use during the applicable warranty period. If a valid claim is made, PARD USA will, at its sole discretion: • Repair the product at no charge using new or refurbished parts, or • Replace it with an identical or functionally equivalent new/refurbished unit. If the original model is discontinued or unavailable, we will offer a current comparable model. You will only be charged the difference if the replacement has a higher MSRP; no cash refund will be issued if the replacement has a lower MSRP. 4. What This Warranty Does NOT Cover This warranty does not apply to damage or failure caused by: • Accident, abuse, misuse, neglect, or improper handling • Unauthorized modifications, repairs, or service • Exposure to liquids, extreme temperatures, or conditions outside published specifications • Normal wear and tear or cosmetic damage • Use of third-party accessories or firmware not approved by PARD • Lost or stolen products • Products purchased from unauthorized sellers or outside the United States • Any export or re-export in violation of U.S. ITAR or export regulations 5. How to Obtain Warranty Service 1. Contact PARD USA Customer Service via the Contact Us Form or call (800) 986-4370 (Mon–Fri, 8 AM – 4 PM PST). 2. Provide: • Proof of purchase (receipt or invoice showing date and authorized seller) • Product serial number • Detailed description of the issue (photos/video strongly recommended) • Proof of registration (for 5-year coverage) 3. Receive a Return Authorization (RA) number – do not ship without an RA. 4. Securely package the product with all original accessories and ship prepaid and insured to: PARD USA Warranty Department 3500 Lakeside Ct., Suite 101, Rooms 122-124 Reno, NV 89509 Attention: Warranty Repairs – RA# XXXXX 5. Once the claim is verified as valid, PARD USA LLC will repair or replace the product and ship it back to you at our expense (standard ground within the contiguous U.S.). 6. Shipping Responsibilities • Customer pays all shipping costs and risk to PARD USA. • PARD USA LLC pays return shipping for approved warranty claims (contiguous U.S. only). • Expedited or Alaska/Hawaii return shipping may incur additional fees. 7. Repair Turnaround We strive to complete warranty repairs or replacements within 15 business days of receipt. During peak periods or parts shortages, this may extend to 30 days. You will receive status updates via email. 8. Transferability & Limitation of Liability This warranty is extended only to the original purchaser and is non-transferable. To the maximum extent permitted by law, PARD USA LLC shall not be liable for any incidental, consequential, indirect, or special damages arising from the use or inability to use the product. 9. Governing Law This warranty is governed by the laws of the State of Nevada, United States. 10. Policy Changes PARD USA LLC reserves the right to modify this warranty policy. The version in effect at the time of your purchase applies.
Return Policy
At PARD USA LLC, we strive to ensure your complete satisfaction with our products. If for any reason you are not satisfied with your purchase, you may return eligible items subject to the terms outlined below. This policy applies exclusively to purchases made directly through our website and complies with standard US e-commerce practices for the electronics and optics industry, where returns are typically allowed within 14 days, often requiring authorization for non-defective items. Please note that this Returns Policy does not affect your statutory rights under applicable US consumer protection laws. For warranty-related issues (e.g., defects), please refer to our separate Warranty Policy.
Note:
- Eligibility for Returns • Time Frame: You may return products within 14 days of the original delivery date (as confirmed by the carrier's tracking information). This aligns with common industry practices to provide flexibility while minimizing abuse, similar to extended windows offered by some retailers in the optics sector. • Condition: Items must be unused, in new condition, and returned in their original packaging with all accessories, manuals, tags, and protective materials intact. We inspect all returns upon receipt. • Proof of Purchase: A valid order number or invoice is required. Returns without proof of purchase will not be accepted. • Eligible Items: Most products are eligible for return, except for: o Final sale or clearance items (marked as such on the product page). o Personalized or custom-ordered products. o Opened software, consumables (e.g., batteries), or items with hygiene concerns (e.g., eyewear attachments). o Gift cards or digital downloads. • Non-Eligible Reasons: Returns for buyer's remorse on defective or warranty-covered items should be handled through our Warranty process. We do not accept returns for products damaged due to misuse, improper handling, or export attempts (see our Logistics Policy for export restrictions). Return Process 1. Request Authorization: Contact our customer support team via our Contact Us Form or by phone at 775-815-4319 within the 14-day window to request a Return Merchandise Authorization (RMA) number. Provide your order number, reason for return, and photos if applicable. We will respond within 2 business days. 2. Ship the Item: Once approved, securely package the item and include the RMA number on the outside of the box. Ship to: PARD USA LLC Returns Team, 3500 Lakeside Ct., Suite 101, Room 122, Reno, NV 89509. Use a trackable carrier (e.g., UPS, FedEx, or USPS) and insure the package for its full value—we are not responsible for lost or damaged returns in transit. 3. Shipping Costs: You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or device defective). Original shipping fees are non-refundable. This is standard in the industry to encourage thoughtful purchases, as noted in electronics return best practices. 4. Inspection: Upon receipt at our warehouse, we will inspect the item within 5-7 business days. If it meets eligibility criteria, we will process your refund or exchange. Refunds • Processing Time: Refunds are issued to the original payment method within 10 business days of receiving and approving the return. Credit card refunds may take additional time depending on your issuer (typically 3-5 business days after processing). • Amount: You will receive a full refund of the product price, minus any applicable fee (see below). Sales tax will be refunded where required by state law. • Deductions: Any damage, missing items, or non-compliance with this policy may result in a partial refund or denial. Important Notes • International Returns: As a US-exclusive distributor, we do not accept returns from outside the United States. All returns must originate from a US address. • Bulk or Reseller Purchases: Orders suspected of being for resale (e.g., multiple units) may be limited or ineligible for returns, at our discretion. • Abuse Prevention: We reserve the right to deny returns or future purchases if we detect patterns of abuse (e.g., frequent returns), in line with industry standards to protect against fraud. • Changes to Policy: We may update this policy at any time. Changes will be posted here, and continued use of our site constitutes acceptance. • Contact Us: For questions, contact us via the Contact Us Form or call 775-815-4319 (Monday-Friday, 9 AM - 5 PM PST).