Welcome to PTI Security Systems' RMA website. You need to have an account with us to request an RMA.

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!

Frequently Asked Questions:

What do I do if I don’t know my company login?
Give us a call at 800-523-9504 and we can help you look it up. Please note that the RMA portal is separate from our ticket portal and webstore, so you'll need to create an account in the RMA portal if you do not already have one.

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. Please read our Return Policy for additional information.

Where do I find my serial number?
It will be listed next to the product on the invoice.

What if I don’t have my invoice?
You may need to check with someone within your company to get your invoice—we always send it to whoever we have listed as our primary contact. If you are still unable to locate it, you can call us at 800-523-9504 and we can assist you with looking it up. Please note that this process may not be immediate.

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.

I’m not sure which action I should request.
Refund: Choose this option if you are returning a product within 15 days of shipping that you no longer need and would like your money back.
Warranty Replacement: You are opting to send your equipment to PTI, have PTI inspect the product, repair it if possible, and send it back to you. If repair is not applicable to the issue, PTI will send a replacement piece to you at no charge. To request this option your equipment must be within the warranty period. *If the damage is determined not to be caused by PTI, your equipment will be returned back to you.
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. Once it is approved a team member will contact you to collect payment immediately. A new piece of equipment will be mailed to you promptly and you will return your non-functioning equipment upon arrival of the new piece of equipment. If the non-functioning equipment is found to PTI error, you will then be reimbursed for your purchase (a credit to your account or refund to the method of payment chosen). To request this option your equipment must be less than a year old within the warranty period. *If the damage is determined not to be caused by PTI, your equipment will be restocked for a 20% restocking fee.

What is the $99 service fee and 20% restocking fee, and how do I know if it will apply to me?
The restocking fee is charged if you’re returning a part that you ordered incorrectly, or if we find no issues with a product that was returned as nonfunctional. The service fee is also applied if we find no issues with a product that was returned as nonfunctional.
Please note that if you return a product that is not in good enough condition to be re-stocked, it will be returned to you.

My RMA was rejected, and I’d like more information as to why.
Give us a call at 800-523-9504 and either our RMA Coordinator or Production Supervisor will be able to give you more information.

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