Returns & Repairs — Ganz Security

The Americas

If you are located within the Americas, you can reach our Technical Service Department directly at:
+1 (919) 230-8700 (8:30am - 5:30pm EST)

Outside the Americas

If you are from another geographical region, please contact the appropriate CBC office nearest you (CBC Offices Worldwide).

All returns must include:

Return Authorization Number (RA number)
The purchase order number.
Reason for return or description of the problem.
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Request a Return Authorization Number (RA number):

It is required that you call technical support at (919) 230-8700 ext. 1 to obtain an RA# before returning the item. All returned items must be clearly labeled on the outside of the box with the RA#. RA’s can only be issued to direct customers of CBCA.

Contact our Technical Service Department or fill out one of the forms below to request a RA number if you do not have one.‍
Return Authorization Number Request Form

Formulario de Solicitud de Devolución de Número de Autorización

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IMPORTANT: We are updating our return and repair locations effective August 27, 2025. Please refer to the map below to identify your designated return and repair center.

Warranty Information:

For a list of our product categories and their warranties, follow this link.

Product Warnings:

We recommend wearing gloves to avoid touching products directly when installing or repairing our lenses.

Please note:

Freight on all returns must be pre-paid. No 'collect-freight' returns will be accepted.
Advance replacement of a defective product requires a new purchase order. Any product older than 60 days from the original invoice will NOT be advance replaced. Products will be returned to the customer with an evaluation charge if no defect is found.
Warranty repairs and replacements will be done at 'no-charge' and returned to customer prepaid.
Non-warranty repairs are subject to repair charges. The customer will be notified before repair only for an estimated repair charge over $50.00 unless the customer requests an estimate before repair.

Return Policy FAQs

Who do I contact to have my defective product repaired?

Please contact the company (distributor, dealer, or integrator) that you purchased the product from.

What is the process for returning a defective product for repair or credit?

If you are the original purchaser of the product from CBC AMERICA LLC / Ganz, you may call our Technical Service Department with your company and product information.
Please include the relevant model and serial numbers, when speaking with a tech support representative or fill out our Technical support form.
Please include the relevant model and serial numbers, when and if requesting a Return Authorization Number (RA number)

Can I get an advance replacement on something under warranty?

No, we do not give out advance replacements.
You can put in a new PO for a new unit and return the defective unit.

If the unit was purchased within 60 days and is found to have a manufacturer’s defect, credit can be issued.
If the unit was purchased more than 60 days prior, the unit will be repaired and returned under warranty.
If the unit is 'No trouble Found' it will be returned to the customer.
If the unit has a non-warranty defect caused by abuse or neglect, the unit can be repaired for a fee and or returned to the customer.
If a unit is returned to the customer for any of the above reasons, the customer will still be responsible for the new unit they purchased.

Where do I send Return Authorizations?

‍‍IMPORTANT: We are updating our return and repair locations effective August 27, 2025. Please refer to the map above to identify your designated return and repair center.

You must call customer support at (919) 230-8700 to obtain RA# before returning the item. All returned items must be clearly labeled on the outside of the box with the RA#.‍

It is required that you call customer support at (919) 230-8700 to obtain an RA# before returning an item.

All returned items must be clearly labeled on the outside of box with the RA#.

Is there a restocking fee for returned product?

Yes, there can be.
When an item has been accepted for an RA return, upon receiving the item it is evaluated for approval to be placed back into stock for resale.
The original sales order for the item will then be credited in full, minus a 10% restocking fee.
Please contact customer support at (919) 230-8700 to obtain an RA# and follow all procedures before returning an item.

Can I return an item that was purchased from Ganz if it was never used?

Yes, but for the item to qualify for a return for credit, the following prerequisites must be met:

The item must be returned in the same new condition it was originally delivered in.
This includes the original box the item was packaged in, with no damage or writing on the box.
All additional accessories that the item came with, still in their original packaging.
The item must not be defective, and should work as if it were new

When requesting the RA to return the item:

The original purchase order/sales order must be supplied to the Ganz representative who approves the RA.
The RA request may be denied if the item is no longer part of active inventory for resale.