Refund & Return Policy

Refund & Return Policy
Effective Date: 04/01/2026

Empire State Security is committed to delivering high-quality products and professional security integration services. This Refund & Return Policy outlines the terms under which refunds, returns, and exchanges may be granted for equipment purchases and services.

By purchasing from us, you agree to this policy.

1. General Policy

Due to the nature of security equipment and custom installations, all sales are subject to the conditions outlined below. Certain items and services may be non-refundable.

2. Equipment Returns (Uninstalled Products)

Returns may be accepted under the following conditions:

• Return request must be made within 14 days of delivery
• Items must be unused, unopened, and in original packaging
• Products must be in resalable condition
• Proof of purchase is required

Approved returns may be subject to a restocking fee (up to 25%).

Shipping costs are non-refundable, and the customer is responsible for return shipping unless the item was defective or incorrect.

3. Installed Equipment & Custom Systems

All installed equipment, configured systems, and custom installations are non-refundable once installation has been completed.

This includes (but is not limited to):

• Security camera systems
• Access control systems
• Intercom and entry systems
• Custom-configured hardware and software

If an issue arises, we will work to repair, replace, or service the system in accordance with applicable warranties.

4. Special Orders & Custom Equipment

Items that are special-order, custom-built, or not regularly stocked are non-refundable and non-cancelable once the order has been placed.

5. Service Fees (Installation, Labor, Repairs)

• Completed services are non-refundable
• Deposits for scheduled services may be non-refundable if canceled within [24–72 hours] of the scheduled appointment
• Any work already performed will be billed accordingly

6. Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

• You must notify us within [48–72 hours] of delivery
• We may request photos or documentation
• We will, at our discretion, repair, replace, or issue a refund if the issue is verified

7. Order Cancellations

• Orders may be canceled prior to shipment, subject to approval
• Orders already processed, shipped, or prepared for installation may incur cancellation fees
• Custom or special-order items cannot be canceled once processed

8. Refund Processing

Approved refunds will be processed to the original payment method:

• Processing time: 5–10 business days after approval
• Financial institutions may take additional time to reflect the refund

9. Non-Returnable Items

The following items are generally non-returnable:

• Installed or used equipment
• Custom-configured systems
• Special-order products
• Software licenses or cloud-based subscriptions
• Clearance or final sale items

10. Warranty Support

Many products sold by Empire State Security are covered by manufacturer warranties. Warranty claims may require direct coordination with the manufacturer, though we may assist in facilitating the process.

11. Abuse of Policy

We reserve the right to deny returns or refunds in cases of abuse, misuse, or fraudulent activity.

12. Contact Us

To request a return, refund, or support, please contact us:

Empire State Security
7901 4th St N  Suite #300
St. Petersburg FL 33702 
Email: Sales@empirestatesecurity.com
Phone: 904-603-0888

By making a purchase, you acknowledge that you have read and agree to this Refund & Return Policy.