Welcome to PTI Security Systems' RMA website. You need to have an account on our returns portal to request an RMA. If you do not have one, please click here.



Make sure to review our Return Policy before submitting an RMA request. If you have any questions during the process, please refer back to the FAQ section below. Thank you!

In order to submit an RMA, you must have the following information:
• If returning a product because it is nonfunctional:
o Ticket number that shows product has been troubleshot by a PTI technician
o Product serial number (if product does not have a serial number or you are unable to locate it, invoice or quote number will need to be provided)
• If returning a product because it is no longer needed:
o Product serial number (if product does not have serial number or you are unable to locate it, invoice or quote number will need to be provided)
• If returning a product because it was damaged in shipping:
o Product serial number (if product does not have serial number or you are unable to locate it, invoice or quote number will need to be provided)
o Photos of product to show shipping damage

Providing this information will ensure that your RMA is processed as quickly and efficiently as possible.

Frequently Asked Questions:

I’m not sure which action I should request.
Refund: Choose this option if you are returning a product within 30 days of shipping that you no longer need and would like your money back. You may also return products for refund within 31-60 days of shipping for a refund minus a 20% restocking fee. You will be responsible for shipping costs.
Advanced Replacement: You are requesting another piece of equipment to be sent in place of the part that is non-functioning before the non-functioning equipment is sent back to PTI for inspection. This means a quote will be sent to you for the cost of a new piece of equipment to replace the non-functioning equipment. A team member will send your quote via email for your approval. A new piece of equipment will be mailed to you promptly and you will return your non-functioning equipment upon arrival of the new product. If you do not return the old equipment within 30 business days from when the replacement part was shipped, you will be billed for that part. To request this option your equipment must be less than a year old within the warranty period. *If the product has been abused or damaged beyond reasonable expectations, your equipment will be returned to you and you will be charged for the replacement product.

I’m returning multiple products. Can they be submitted on one RMA?
If the products were all purchased on the same sales order, they can be submitted on one RMA. Products purchased on separate sales orders need to be submitted as separate RMAs.

I only need to return part of a product I've purchased, am I able to do that?
In order for us to keep an accurate inventory, products must be returned in whole as they were sold.

When does my warranty begin?
The Product Warranty begins the day the product is shipped to you and is valid for one year after that date.

Where do I find my serial number?
It will be listed next to the product on the invoice. Your technician will help you to locate the serial number when they troubleshoot the product with you.

What if I don’t have a support ticket number?
Unless you are submitting an RMA for an incorrect part shipped/ordered or a part damaged in shipping, you must have a support ticket number that has been troubleshot by one of our techs who has verified that the product needs to be returned for further diagnosis. This is to ensure that we have done everything possible to troubleshoot the product before having you send it back.



You can check the status of your RMA at any time by logging back into this site. Thank you for choosing PTI Security Systems!
Submit new RMA Request
Product Return Policy