IMOU Warranty Conditions
Limited Warranty:
- IMOU (the “Company”) warrants to the original end-user purchaser that the IMOU hardware product (the “Product”) will be free from defects in materials and workmanship under normal use for a period of 24 months from the date of purchase (“Warranty Period”).
- This warranty is non-transferable and applies only to the original purchaser who acquired the Product from an authorized IMOU reseller or distributor.
What is Covered:
- During the Warranty Period, and subject to the conditions below, IMOU or its authorized regional service center will, at its sole discretion:
- Repair the defective Product at no charge;
- Replace the Product with a new or refurbished unit of equivalent or better performance; or
- Refund the original purchase price if repair or replacement is determined not to be viable or possible.
- Any replacement parts or products will be covered for the remainder of the original Warranty Period or for 90 days, whichever is longer.
What is Not Covered (Exclusions):
- Products damaged by misuse, abuse, accident, negligence, or improper installation (such as mounting a camera improperly or using an incorrect power supply voltage).
- Normal wear and tear, including but not limited to battery degradation (for wire-free/battery-powered cameras), cosmetic damage, lens scratches, and housing wear.
- Damage resulting from exposure to extreme temperatures, fire, chemicals, moisture, dust, sand, or water damage beyond the product’s explicit weather-resistance or IP rating (e.g., exposing an indoor-rated camera to rain).
- Products that have been tampered with, modified, or repaired by unauthorized parties (including unauthorized firmware modifications or software rooting).
- Products used outside of the published technical specifications or intended environment.
How to Make a Warranty Claim / Repair Request:
- Contact BNETA support at support@bneta.co.za 011 032 7900 with your proof of purchase and a clear description of the defect.
- Return the defective Product in its original or equivalent protective packaging, together with the verified proof of purchase.
- Account & Data Security: You are strictly responsible for removing any personal data, unlinking/binding the camera from your IMOU Life App account, and removing any local storage media (such as MicroSD cards) before returning the product. BNETA is not responsible for any lost data, cloud storage access issues, or items left unaccounted for.
- The authorized technical team will examine the product and notify you of the repair/replacement decision within 1–3 business days of receiving the item.
Limitation of Liability:
- To the maximum extent permitted by law,BNETA’s liability under this warranty is limited strictly to the repair, replacement, or refund of the product. BNETA shall not be liable for any indirect, incidental, special, consequential, or punitive damages—including including but not limited to loss of profits, security footage, data, revenue, or use—even if advised of the possibility of such damages.
- Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.
Disclaimer of Warranties:
- Except for the express limited warranty stated above, BNETA DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. No dealer, distributor, or agent is authorized to modify or extend this warranty.
Other Important Notes:
- IMOU (or its authorized regional distributor) reserves the right to update these terms without notice. The version in effect at the exact time of purchase applies.
Acceptance: By purchasing and using IMOU Security & IoT Products, you acknowledge that you have read, understood, and agree to be bound by these Warranty Terms.
IMOU FAQ’s
Why does the camera's image look washed out or blindingly white at night?
This is known as IR Reflection/Backscatter.
If your outdoor camera is mounted too close to a white wall, overhanging roof gutter, or a tree branch, the powerful Infrared LEDs hit that nearby object and bounce straight back into the lens, causing the background to go completely dark and the foreground to blur out.
Tip: Tilt the camera lens slightly downward and away from adjacent walls to ensure the infrared blast throws into the open yard area instead of reflecting off nearby surfaces.
Why is the battery on my camera draining within a few weeks instead of months?
Battery runtime is entirely dependent on the Performance Mode and event frequency.
If a camera faces a high-traffic area (e.g., a busy walkway), it wakes up from sleep state dozens of times an hour to record, drastically wearing down the charge.
Optimization: Go into the camera properties panel and set the Performance Mode to “Power Saving Mode” (caps clips at 10–15 seconds) and reduce detection sensitivity. Ensure the camera is mounted between 2.3m and 3.0m high, tilted at roughly 20°, which matches the optimal range for the physical PIR (Passive Infrared) heat sensor to accurately detect moving threats while filtering background noise
The NVR boots up, but it says "HDD Not Found" or is blinking a drive error light.
A fresh Hard Disk Drive (HDD) must be formatted by the NVR’s localized file structure before it can start logging continuous recording data loops.
The Steps: Connect a mouse and monitor to your NVR, go to Main Menu > Storage > Disk Check / Storage Management, select your installed hard drive, and click “Format / Initialize.”
Hardware Warning: Always ensure you have installed a dedicated surveillance-grade hard drive (like a Western Digital Purple or Seagate SkyHawk).
Can I use the camera if I don't buy an IMOU Protect cloud subscription?
Absolutely. IMOU Protect is completely optional. Out of the box, you can access live streams, receive push alerts, use two-way audio, and save video clips locally for free by inserting a physical MicroSD card into the camera.
What happens to my video clips when the local storage MicroSD card fills up?
By default, IMOU cameras utilize a rolling storage loop. When the card reaches 100% capacity, the camera automatically deletes the oldest day of footage to make room for new recordings. You don’t have to clear it manually.
Can I connect my IMOU battery-powered camera (Cell Go, Cell 3C, Cell PT) to an IMOU NVR or a third-party Dahua/Hikvision recorder?
No. IMOU battery-powered cameras are designed strictly as standalone, cloud/SD-managed smart devices and do not natively support pairing with an NVR (Network Video Recorder).
The ONVIF / RTSP Protocol Block: To stream video continuously to an NVR, a camera must have an open network broadcasting protocol (like ONVIF or an RTSP video stream link). To maximize power conservation, IMOU deliberately strips these video stream lines out of the battery camera firmware. Because the camera lacks an ONVIF or RTSP engine, an NVR searching the local network will never be able to discover or handshake with it.
The Deep Sleep Bottleneck: An NVR requires its connected camera channels to be online and broadcasting a data stream 24/7. However, an IMOU battery camera spends 95% of its life in a “deep sleep” state to preserve its cells, waking up only for split seconds when its physical PIR heat sensor is tripped. If you forced a battery camera to stream constantly to an NVR, its internal power cells would completely deplete in less than 24 hours.
Does the IMOU Life App support a multi-view grid layouts for watching multiple cameras at once?
Yes! When viewing a live feed on your smartphone app, look directly below the video pane for a small square grid icon (it may look like a “1”, “4”, “9”, or “16” window pane layout).
Tapping this icon allows you to split your mobile screen to view up to 4 cameras simultaneously in real-time.
If you are monitoring a large facility from a computer, you can download the IMOU Life for Windows PC client, which expands the layout grid to watch up to 16 continuous camera feeds simultaneously across a multi-monitor layout.