24 months
Standard period for cameras.
Manufacturing defects
Coverage for eligible product defects.
Service support
Inspection, repair or replacement as appropriate.
1. Warranty period
Cameras supplied by VIVOO are covered by a 24-month warranty, starting from the date shown on the invoice, delivery note, handover/acceptance record or other valid proof of purchase applicable to the transaction.
The warranty period and scope for other products, accessories or services are stated in the applicable quotation, contract, product documentation or separate policy. Unless otherwise agreed in writing, the standard warranty applies only to equipment supplied by VIVOO.
2. Warranty scope
The warranty covers hardware or technical defects caused by component quality, design or manufacturing when the product has been installed and used according to the applicable instructions.
Depending on the inspection result, VIVOO may repair, replace a component, replace the equipment with an equivalent unit or apply another appropriate remedy. A replacement unit may be new or equivalent in functionality, subject to applicable law and product availability.
The warranty does not automatically include
- Data, recordings, configurations, accounts or content stored on the customer's equipment or platform.
- Internet connection, power supply, network equipment, software or services supplied by third parties.
- Infrastructure upgrades, out-of-scope removal or installation, or other work not caused by a product defect.
3. Valid warranty conditions
A warranty request may be accepted when:
- The product is within the warranty period.
- The product, model, serial number or other identifying information can be verified.
- The customer provides purchase, handover/acceptance or other proof of origin when requested by VIVOO.
- The issue occurred under appropriate installation, use and storage conditions.
- The product has not been repaired, modified or structurally altered by an unauthorized party.
4. Warranty exclusions
VIVOO may reject a warranty claim or provide chargeable repair services in the following cases:
- Water ingress, moisture, condensation, mold, corrosion or oxidation caused by the environment, chemicals or unsuitable installation conditions.
- Drops, impact, cracks, deformation, burning, electrical short circuits or other external damage.
- Damage caused by lightning, natural disasters, fire, flooding, insects, animals or events outside reasonable control.
- Incorrect voltage, unstable power, incompatible accessories or use contrary to technical instructions.
- Unauthorized opening, repair, modification, upgrade, cable cutting or structural alteration.
- Missing, torn, removed, erased or unverifiable labels, serial numbers or product identification marks.
- Normal wear, consumables, third-party software defects, network connectivity or systems not supplied by VIVOO.
- Products outside the warranty period or cases where the customer cannot provide information needed to verify warranty eligibility.
5. Warranty request process
To help us respond efficiently:
Step 1 — Submit a request
- Contact VIVOO through the Contact page or the support channel published on the Website with the model, serial number, purchase details and issue description.
Step 2 — Initial diagnosis
- VIVOO may provide remote troubleshooting or request photos, videos, logs and configuration details to identify the cause.
Step 3 — Device intake
- If physical inspection is required, hand over or ship the device as instructed by VIVOO. Do not remove or ship the device before receiving instructions.
Step 4 — Resolution
- After inspection, VIVOO will confirm warranty status, the proposed remedy and any applicable charges before performing chargeable work.
6. Costs and processing time
For a confirmed manufacturing defect within the warranty period, VIVOO will provide the applicable warranty remedy without charging for repair or replacement parts within the warranty scope.
For excluded issues, products outside the warranty period or requests outside the warranty scope, VIVOO will notify the customer of inspection, repair, parts, removal/installation or shipping charges, if any, before performing chargeable work.
Processing time depends on the issue, parts availability, location and remedy. VIVOO will provide an estimated timeframe after receiving sufficient information or completing the inspection.
7. Device handover notes
Customers should back up data, recordings and configuration information before handing over a device. A device may be reset to factory settings during inspection or repair; VIVOO is not responsible for data that was not backed up beforehand.
Do not send unrelated accessories, personal items or account passwords unless necessary. VIVOO may ask the customer to change passwords after support is complete to protect account security.
8. Warranty support contact
For warranty status checks, repair requests or policy questions, please contact VIVOO's warranty support team. Please prepare the model, serial number, purchase information and issue description.
Warranty intake address: 3rd Floor, Hpcon Building, 2/13A Bach Dang Street, Ward 2, Tan Binh District, Ho Chi Minh City, Vietnam. Email: contact@epcb.vn. Hotline: 0367939867.
This policy may be updated to reflect product, service process or legal changes. The updated version will be posted on this page.
Warranty intake address
Tầng 3, Hpcon Building, 2/13A Bạch Đằng, P.2, Q.Tân Bình, TP HCM
Hotline
0367939867