Preamble
At Octavue, a registered trademark of Global Surveillance Distribution Group Inc. (G.S.D Group Inc.), we take pride in our unwavering commitment to delivering top-tier security solutions to our customers and partners. Our goal is not only to provide the highest quality security products but also to ensure that every transaction is handled with complete clarity and transparency. We believe that a successful partnership is built on trust, mutual respect, and clear communication, which is why we have developed the following comprehensive policies.
These policies are designed to establish clear and fair terms for every aspect of our business relationship, including the purchase process, payment terms, product delivery, and returns. By setting these guidelines, we aim to ensure that both customers and partners understand their rights and responsibilities, and that they can engage with us confidently, knowing they will receive the best service possible.
When you make a purchase from G.S.D Group Inc., you are agreeing to the terms and conditions outlined in these policies. This mutual agreement establishes the foundation for a positive and productive relationship. We encourage you to read these terms carefully, as they outline the steps involved in purchasing, payment processing, product delivery, and how returns are handled should you need to make any adjustments.
Our dedication to customer satisfaction is reflected in these terms, and we are committed to continually enhancing our products and services to meet your expectations. By adhering to these policies, we ensure that every step of your interaction with G.S.D Group Inc. is clear, efficient, and centered around your satisfaction.
Sales and Delivery Conditions
Acceptance of an Order
A confirmation email of your order does not guarantee acceptance or completion of the transaction. G.S.D Group Inc. reserves the right to refuse or cancel orders, including those with incomplete customer information or failed payment verification.
G.S.D Group Inc. may verify your credit or payment details before confirming your order.
Payment Terms
We accept payment through Visa, MasterCard, American Express, PayPal, bank transfer, and check.
All credit card payments must be completed before the due date indicated on the invoice.
For credit account holders, only check or bank transfer payments are accepted. Any overdue amounts will incur an interest charge of 3% per month (35% annually) starting 31 days after the invoice date.
Prices
All prices are listed in Canadian Dollars (CAD) and are subject to change without notice.
G.S.D Group Inc. reserves the right to adjust pricing due to currency fluctuations, changes in taxes, or shipping fees.
Shipping costs are calculated during checkout and may vary based on location and order size.
Suggested Retail Price (MSRP)
Customers must adhere to the MSRP for G.S.D Group Inc. products. Failure to do so may result in refusal of future orders.
Project Price
For confirmed project orders, the agreed price is guaranteed for up to 6 months, after which prices may be subject to change.
Product Availability
While our website displays a wide range of products, availability cannot be guaranteed. If an item is out of stock, your order may be delayed or cancelled.
If G.S.D Group Inc. is unable to provide one or more products from your order due to back orders, we will inform you electronically. At that point, you have the option to:
1. Confirm the continuation of your order on the site, thereby authorizing the shipment of out-of-stock products upon availability. In this case, the corresponding amount will be charged to your credit card before delivery.
2. If you wish to cancel your order before receiving out-of-stock products, you can contact us by phone or email. Please note that the order with our suppliers will be initiated the day following the confirmation of your decision on the site.
3. Opt for the outright cancellation of your order by contacting us directly, resulting in a refund for the relevant items.
It is emphasized that G.S.D Group Inc. cannot be held responsible for any harm or inconvenience you may endure due to back order or unavailability of products.
Product Delivery
G.S.D Group Inc. will undertake the delivery of the ordered items to the destination address you specified during the purchase process. Within the Canadian territory, delivery charges are waived for orders exceeding $1500 before the application of taxes. However, for orders below this amount, delivery charges will be determined during the finalization of your transaction.
Upon validation of your order, G.S.D Group Inc. commits to dispatching your order as promptly as possible, in line with the delivery option you have selected on our platform. It should be noted that both the timeline and costs associated with delivery may vary depending on the destination, chosen shipping method, and item availability. Delivery estimates commence from the moment the goods leave our facilities.
Ownership of the products will be transferred to you at the point when G.S.D Group Inc. hands them over to the designated carrier. Consequently, all risks related to these products become your responsibility from that point onward, absolving G.S.D Group Inc. of any liability for potential loss or damage.
In the event of a delivery outside of Canadian territory, you bear full responsibility for all costs related to customs procedures and other export-related fees outside of Canada.
The logistics of delivery are governed by the terms established by our logistics partners as well as any other entities with which G.S.D Group Inc. may collaborate. In this regard, you will be required to adhere to protocols, notably those pertaining to the signing of a delivery receipt.
Should you be absent during the delivery to the specified address, it will be your responsibility to arrange for the retrieval of the products in accordance with the guidelines set forth by the chosen delivery service provider at the time of your order.
G.S.D Group Inc. reserves the right to suspend the shipment of an order if full payment for the items has not been made.
When opting for an alternative delivery method, it remains the customer's responsibility to verify the accuracy of delivery information and settle any associated fees.
Please note that we do not ship to P.O. boxes.
Return Policy
Returns & Exchanges
Returns or exchanges can be requested within 30 days of purchase. The product must be in new condition, unopened, and in its original packaging, with all accessories and documentation intact.
Products eligible for return will receive a credit note, which can be used for future purchases. The credit note is valid for 90 days from issuance.
Special orders and customized products are non-returnable except in cases of defect.
Refunds
G.S.D Group Inc. does not offer direct refunds for returned products. Only credit notes will be issued for returns, which can be used for 90 days.
Defective Products
If a product is defective, we will perform a technical assessment to determine whether a replacement or repair is necessary. If a product cannot be repaired, we will issue a credit note or replacement product.
For defective returns, G.S.D Group Inc. will cover return shipping costs, provided the customer complies with our return procedure.
Responsibility
Refunds for returned products are strictly limited to an amount equivalent to the initially paid sum for these items. Consequently, no additional form of compensation will be granted or considered.
However, it is crucial to emphasize that the provisions outlined above are in no way intended to restrict or affect the fundamental rights you may have as a consumer. Specifically, no clause in this section shall undermine, limit, or negate the rights conferred upon you under applicable public order legislation relevant to your situation.
Warranty
Warranty Coverage
G.S.D Group Inc. provides a comprehensive warranty for all eligible products to ensure their performance and reliability. The details of our warranty coverage are as follows:
- Cameras and Recorders: These products are covered under a 36-month warranty, starting from the original date of purchase. This warranty guarantees that your cameras and recorders are free from defects in materials and workmanship.
- PTZ Cameras: Our PTZ cameras come with a 1-year warranty starting from the date of purchase. This warranty ensures that the product is free from manufacturing defects and functions as intended under normal use.
- Accessories: Accessories such as cables, switches, mounts, and other peripheral products are covered under a 1-year warranty, which begins from the purchase date. This warranty applies to any manufacturing defects in the accessories.
- Final Sale Products: Products marked as final sale are covered by a 3-month warranty starting from the purchase date. The warranty for final sale items is limited to defects in manufacturing, excluding damage caused by misuse or mishandling.
Warranty Conditions
Our warranty policy ensures that our customers are fully supported in the event of any manufacturing defects. However, please be aware of the following conditions:
- Coverage:
The warranty covers only manufacturing defects under normal use. It does not cover damage resulting from:- Improper use or handling of the product, including but not limited to exposure to extreme environmental conditions, moisture, or physical damage.
- Accidents, including drops, impacts, or any external events such as fires or natural disasters.
- Unauthorized repairs or modifications made to the product without prior approval from G.S.D Group Inc..
- Exclusions:
The warranty does not cover wear and tear due to regular usage, cosmetic damages, or defects caused by misuse, negligence, or failure to follow the provided instructions and maintenance guidelines. - Claim Process:
To initiate a warranty claim, customers must provide proof of purchase (e.g., original sales receipt or invoice) along with a detailed description of the defect. The product must be returned to G.S.D Group Inc. for inspection before any warranty repair or replacement can be processed. - Shipping and Return Costs:
- Shipping Coverage: G.S.D Group Inc. will cover the cost of one leg of shipping (either the outbound shipping to the customer or the return shipping to G.S.D Group Inc.), depending on the situation. We will provide clear instructions on how to return defective items for repair or replacement.
- Additional Shipping Fees: Customers are responsible for any additional shipping fees or expenses, such as customs duties, taxes, or other charges that may occur during the warranty claim process.
- Repair or Replacement:
If the warranty claim is approved, G.S.D Group Inc. will, at its discretion, repair or replace the defective product with an equivalent model or a product of equal value. If a replacement is not available, a refund may be issued in accordance with the original purchase amount. - Limitation of Liability:
G.S.D Group Inc. is not liable for any indirect, incidental, or consequential damages arising from the use of the product, including but not limited to loss of data, loss of profits, or damage to other equipment. - Transferability:
The warranty is non-transferable and is valid only for the original purchaser of the product.
By purchasing from G.S.D Group Inc., customers agree to abide by these warranty conditions.
For Distributors Only
Merchandise Rotation
Frequency of Rotation
Merchandise rotation is permitted up to two times per year, with the following options:
○ At the end of the year
○ Every 6 months
Validity of Products
The purchase date of each product included in the rotation must not exceed one year from the date of purchase.
Condition of Goods
All items submitted for rotation must be in new condition.
○ The product must be in its original, unopened packaging.
○ G.S.D Group Inc. reserves the right to refuse any merchandise that is damaged or shows signs of use.
Exclusions
Special orders and discontinued products are not eligible for merchandise rotation.
Procurement Process
Before shipping merchandise for rotation, a request must be submitted and approved by G.S.D Group Inc.. To initiate the process:
1. Send a request to support@gsdgroupinc.com
2. Upon approval, you will receive a specific form to complete.
3. You must obtain an authorization number before shipping any items back to us.
Required Information
When shipping the merchandise, it is essential to include the final product return form inside each shipping box to ensure accurate processing of the returned items.
Evaluation and Processing
Upon receipt of the merchandise, G.S.D Group Inc. commits to evaluating the returned products and initiating either exchanges or issuing credits within a maximum of 10 business days.
Credit Options
Two credit options are available for returned products:
1. 80% Credit: A credit equivalent to 80% of the product’s initial value.
2. 100% Credit: A full credit amounting to 100% of the product’s initial value, conditioned upon the purchase of an equivalent total value (before taxes) that is double the credits issued.
Note on Product Condition:
New condition means that the product:
○ Must be kept in original, unopened packaging.
○ Should not be damaged or opened.
○ Must include all original accessories, instruction manuals, and warranty cards.
○ The serial number on the box must match the one printed on the product.
○ The product must be in full resellable condition.
By following this process, distributors can efficiently return merchandise for rotation while ensuring that both the distributor and G.S.D Group Inc. maintain the highest standards of quality and service.
Contact and Support
Octavue is a registered trademark of Global Surveillance Distribution Group Inc. (G.S.D Group Inc.).
For returns, exchanges, and warranty claims, please contact our customer support at:
○ Email: support@gsdgroupinc.com
○ Phone: 1 (866) 791-7020, extension 6
For additional information or inquiries, please reach us at:
○ Email: admin@gsdgroupinc.com
○ Phone: 1 (866) 791-7020, extension 4
Last updated on February 3, 2025