All returned material services require an RMA. To acquire an RMA number, please fill out the RMA Request Form below or contact your sales representative to obtain a request form. Softwell's technical support team will review the request form and, if additional information is required, Softwell will directly contact the requestor. Once the request is complete, Softwell will issue an RMA number.

Please send us your RMA Request Form or inquire your sales representative first:

E-Mail: This email address is being protected from spambots. You need JavaScript enabled to view it.


After receiving your RMA number, please return the product to the following address with the RMA number clearly visible on the outside of the shipping package as soon as possible:
Softwell Technology Co., Ltd.
4F, No.409. Jhong Ho Rd., Yung He Dist., 23447, New Taipei City, Taiwan (R.O.C.)
ATTN: Technical Support Team




  • Softwell will only accept material with a valid RMA number on the shipping package. Any material received by Softwell without a valid RMA number will be returned un-serviced to the customer at the customer's expense.
  • Returns that are not accompanied with a detailed fault report cannot be processed.
  • Please attach on your package list for making sure if there are something lost.
  • Shipping damage, accidents, and damage due to mishandling, which includes abuse, improper use, and product modifications, are not covered under Softwell's warranty policy.


Click here to download the RMA Request Form





Limited Warranty of Softwell Technology’s Products


Thanks for purchasing Softwell Technology’s digital surveillance products. Any new-purchased goods that were damaged not caused by misuse, accident, neglect, acts of nature (such as lightning, oxidization, salt-damage etc.), irregular power supply, abnormal machinery and circumstances, unauthorized dismount/repair/fix, and so on, will be offered a warranty which period is 12-month for domestic customers, and 18-month for international customers.

  1. The limited warranty is valid for Softwell Technology’s manufacturing or selling digital surveillance products, such as capture card, DOM, USB dongle, etc. DVR/NVR/CMS systems that are not assembled or sold by Softwell Technology, all third part of software, related hardware, and data are not included within the warranty.
  2. The warranty does not support free charge for exchange the software, and is no responsible for repairing recording data in your disk.
  3. Consumables such as DOM cable, DOM power, BNC connector, etc. are not inclusive within the warranty.
  4. This warranty is only valid for the first consumer purchaser, while transferring the right to others is forbidden.
  5. Softwell Technology Co. Ltd. only accepts the warranty terms of this statement.


What the warranty covers:

  1. The warranty period shall begin on the date on which the product was originally purchased by the customer (proof date) and shall expire 12 months (for Domestic customers)/18 months (for international customers) following that date.
  2. Dead-on–Arrival Service: 3 months following the date of purchase, replacement of the defective product by a brand new product free of charge! Dispatch of the replacement unit and collection of the defective unit will be free of charge.
  3. The warranty is valid from the date of original purchase. (Proof-of-Purchase = invoice)
  4. During the warranty period, product determined to be detective will be repaired or replaced with a new or remanufactured unit at no charge, provided the product is returned to the designated address with an authorized RMA number and freight charges prepaid. (Which means consumer has to pay one way freight)
  5. Softwell only accept the returns with an authorized RMA number, any returns without application will be returned to the sender at the sender’s expense.
  6. If the product proves to be defective in material or workmanship during the warranty period, Softwell will, as its sole option, repair or replace the product with a similar product. Replacement Product or parts may include remanufactured or refurbish parts or components.
  7. In the event a returned product is on longer available, Softwell reserves the right to substitute with another product of similar or greater functionality.
  8. Softwell reserved the right to own all replaced components and products under the warranty terms.
  9. What the warranty does not cover: 
    ● Any product, on which the serial number has been defaced, modified or removed.
    ● Damage, deterioration or malfunction resulting from: Accident, misuse, neglect.
    ● Damage, deterioration or malfunction resulting from: Fire, water, lightning, or other acts of nature.
    ● Failure of owner to perform periodic product maintenance as stated in User Guide.
    ● Use components or other peripheral products that are not recommended by Softwell.
    ● Removal or installation of the product.