Return & Cancellation Policy
Returns, Cancellations & Refund Policy
At Quad Defense, we take pride in the products we sell and the systems we build. Many of our products are specialized, custom configured, or individually selected for the customer. Please review the policy below before placing your order.
Returns
Eligible merchandise may be returned within 14 days of delivery. All returns require prior authorization from Quad Defense.
To be eligible for return, merchandise must be:
- Unused and in new, resalable condition
- Returned with all original packaging, accessories, documentation, and included items
- Free from damage, modification, installation marks, wear, or other signs of use
- Authorized for return by Quad Defense prior to shipment
Approved discretionary returns are subject to a 15% restocking fee.
Customers are responsible for return shipping costs unless the return is the result of an error by Quad Defense or the product was received damaged or defective.
We strongly recommend using an insured and trackable shipping service when returning merchandise. Quad Defense is not responsible for merchandise lost or damaged while being returned to us.
Final Sale & Non-Returnable Products
Due to the specialized nature of certain products, the following items are final sale and are not eligible for discretionary return:
- Night vision devices and complete night vision systems
- Image intensifier tubes
- Custom-built or specially configured night vision systems
- Special-order products
- Products modified, installed, assembled, or configured specifically for the customer
Final-sale status does not eliminate any applicable manufacturer or Quad Defense warranty coverage. If you experience an issue with a product, please contact us so we can determine the appropriate warranty or service solution.
Night Vision & Custom Builds
Night vision systems are specialized products that may include individually selected image intensifier tubes, customer-selected housings, optics, accessories, and other configuration choices.
Because these systems are built, configured, inspected, or selected specifically for the customer, night vision devices, image intensifier tubes, and custom night vision builds are final sale.
We encourage customers to contact us before ordering if they have questions about housing selection, image intensifier specifications, optics, compatibility, or the appropriate configuration for their needs.
Order Cancellations
If you need to cancel an order, please contact Quad Defense as soon as possible. We will make every reasonable effort to stop processing, procurement, assembly, or shipment once a cancellation request is received.
All canceled orders are subject to a 15% cancellation/restocking fee. This fee helps cover non-refundable payment processing fees, administrative costs, and costs associated with processing and preparing the order.
Custom-built, specially configured, or special-order products may no longer be eligible for cancellation once procurement, assembly, configuration, or other work has begun.
Orders that have already shipped cannot be canceled. If the merchandise is eligible for return, it will instead be subject to the applicable return policy outlined above.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery. If an item arrives damaged, defective, or different from what you ordered, contact Quad Defense as soon as possible so we can evaluate the issue and determine the appropriate resolution.
Please retain the product, packaging, shipping carton, and all included materials until the issue has been resolved. Photographs or other documentation may be requested to assist with a shipping claim or warranty evaluation.
Refunds
Once an authorized return has been received and inspected, we will notify you of the status of the return.
If approved, the refund will be issued to the original payment method, less any applicable restocking fee and other non-refundable charges permitted under this policy.
Original shipping charges, expedited shipping charges, and return shipping costs are non-refundable unless the return resulted from an error by Quad Defense or an item arrived damaged or defective.
Processing times after a refund is issued may vary depending on your bank or payment provider.
Warranty & Service
A product being ineligible for discretionary return does not necessarily mean it is without warranty coverage.
Warranty coverage varies by product and manufacturer. Quad Defense custom-built complete night vision systems are backed by our applicable 5-year QDEF warranty. Other products may be covered by their respective manufacturer's warranty.
For night vision service, repair, inspection, purging, or housing upgrades, visit The Service Bench.
Return Authorization
Do not ship a return to Quad Defense without prior authorization.
To request a return, report an order issue, or ask a question about this policy, please contact us with your order number and a brief description of your request.