Effective as of 29/01/2025

At Mugisec.com, we stand behind the quality of our products and strive to provide excellent customer service. This Warranty and Support Policy outlines the terms and conditions of the warranties on products purchased from us and how to get assistance with any issues.

1. Product Warranty

We offer warranties on most of the products sold on Mugisec.com, including CCTV cameras, security systems, networking equipment, and accessories. The specifics of the warranty depend on the type of product, the manufacturer, and the model.

• Warranty Period: The warranty period for each product varies. The specific warranty period for your product will be mentioned in the product description or on your product receipt.
• Warranty Coverage: The warranty covers defects in materials and workmanship under normal use. It does not cover:
  • Damage caused by misuse, abuse, or unauthorized modifications.
  • Accidental damage, water damage, or damage caused by external factors.
  • Issues resulting from improper installation or third-party interference.
• Warranty Claims: To make a warranty claim, you must provide proof of purchase (order receipt or invoice) and a description of the issue.
  • For CCTV cameras and security systems, the warranty may cover the product’s functionality but not the installation process, so it’s important to ensure that products are installed correctly.

Note: Warranty terms may vary by manufacturer, and we encourage you to refer to the manufacturer’s warranty policy as well.

2. Support Services

We are committed to providing excellent customer support. If you encounter any issues with your product, our customer service team is here to help.

• Technical Support: If you need assistance with setup, installation, or troubleshooting your product, our technical support team is available to guide you through the process.
  • Phone Support: +254725048604
  • Email Support: info@mugisec.com
• Product Issues: If you believe your product is defective or malfunctioning, please contact us within the warranty period. We may request diagnostic information or ask you to return the product for inspection.
• Replacement and Repairs: If your product is found to be defective within the warranty period, we may offer a replacement, repair, or refund (at our discretion based on the product and circumstances). Return shipping fees for warranty claims are typically covered by Mugisec.com if the issue is related to a manufacturing defect.

3. Return and Exchange Policy for Warranty Claims

If your product is within the warranty period and is found to be defective, we will follow our Refund and Returns Policy. This policy allows for the exchange of faulty products within 14 days of receiving your order.

• Exchange: If a defect is confirmed, we will replace the defective product with an equivalent or similar item. If a replacement is not available, we will offer a comparable alternative or store credit.
• Return for Repair: If the product needs to be repaired rather than replaced, we will process the return and provide you with an estimated repair timeline. Depending on the issue, repairs may be completed within a reasonable time frame.

4. How to Get Support or File a Warranty Claim

To get support or file a warranty claim, please follow these steps:

1. Contact Us: Reach out to our customer support team via phone or email.
   • Phone: +254725048604
   • Email: info@mugisec.com
2. Provide Information: Provide your order number, product details, and a description of the issue you’re experiencing.
3. Assessment: Our team will assess your case and determine whether the product is covered under warranty.
4. Return and Resolution: If applicable, we will guide you through the process of returning the item and resolving the issue, whether through repair, replacement, or exchange.

5. Limitations of Warranty

• Product Modifications: Any modifications made to the product by the customer or third-party technicians may void the warranty.
• Extended Warranty: If you wish to purchase an extended warranty or additional coverage for your products, please contact our support team for more information.

6. Contact Us

If you have any questions or need assistance, our team is always ready to help. Please contact us using the details below:

• Phone: +254725048604
• Email: info@mugisec.com
• Address: Gaborone Road, Gaberone Plaza, 1st Floor, Shop F3, Nairobi, Kenya