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Return Policy and Non-Returned Equipment Fee

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Return Policies, Process and Non-Returned Equipment

We want you to be 100% satisfied with your ADT security system; however, we understand there are times when an item or system needs to be exchanged or returned. Because our Solutions Advisors work directly with each customer to find just the right system or device to meet your security needs, we provide tailored return options to make your return experience the best it can be.
Refer to the section below to find the return information for your customized system or security device.

30 - Day Money Back Guarantee for Leased or Purchased

Within 30 days of the order date, you can return a full security system or device (purchased/leased) for a full refund, without reimbursement of shipping cost. Shipping and installation fees previously paid for orders canceled after shipment are non-refundable. Customers who have already been billed for their first month are reimbursed if they cancel within 30 days.

If you purchased your system or device from a retail location (authorized retailer), please review that retailer’s return policy regarding their acceptance of security system or device returns.
Step 1 – Contact our Support Center at (877) 464-7437 to begin the return process.
Step 2 – Our Support team will take the following steps to assist you with your return:

  1. Create a Return Merchandise Authorization number (RMA) that documents the specific items being returned and tracks the equipment throughout the return process.
  2. Send you an email from ADT Security Services that provides you with a list of Required Equipment to be shipped back to ADT.

You’ll next receive a separate email with a convenient FedEx return label. Simply print the label and attach it to the outside of your packaged return. Make sure the RMA# is clearly visible.   

Example:
From: FedEx Shipping Documents <donotreply@fedex.com>
Subject: FedEx Shipping Documents
           

Step 3 – All equipment, when possible, should be returned using the original box and packaging provided. If the original shipping box is no longer available, use another return carton large enough to safely package the equipment being returned. The required equipment must be returned in good working order, normal wear and tear excepted.
Step 4 – To avoid any Non-Return Fees*, please review the email listing all return-required equipment. Drop off your shipment with FedEx within 30 days of receiving the RMA label to avoid equipment Non-Returned Fees (NRF)*. If returning using your own carrier and not using the RMA label provided, retain the return receipt until the return has been processed.
Step 5 – Returns are processed once received at our return facility. Please allow 10-14 days for inspection and processing.  
Step 6 – Upon receipt of ALL returned items, you’ll receive a refund to the original payment method used on the order within 10 to 14 business days.
Step 7 –If any return-required equipment is missing from the return, you’ll be contacted via email. Your credit card may be charged for the full MSRP for return-required equipment not received in our warehouse 30 days from your cancellation date.

Leased Equipment 

Leased equipment must be returned at the conclusion of the lease. Your agreement will automatically renew on a month-to-month basis (the renewal term) unless you provide us written notice of termination at least fifteen (15) days prior to the end of the initial 36-month term or any renewal term. If you ordered a security system or device and you’re interested in canceling at the end of the term, contact us at (877) 628-7004 to cancel.  

Step 1 – Contact our Support Center at (877) 464-7437 within seven (7) days of termination to begin the return process**. 

Step 2 – Our Support team will take the following steps to assist you with your return: 

  1. Create a Return Merchandise Authorization number (RMA) that documents the specific items being returned and tracks the equipment throughout the return process. 

  1. Send you an email from ADT Security Services that provides you with a list of the return-required equipment to be shipped back to ADT.  

You’ll next receive a separate email with a convenient FedEx return label. Simply print the label and attach it to the outside of your packaged return. 

Example: 

  From: FedEx Shipping Documents <donotreply@fedex.com> 

Subject: FedEx Shipping Documents 
           Graphical user interface, application Description automatically generated 

 

Step 3 – All equipment, when possible, should be returned using the original boxes and packaging provided. If the original shipping box(es) is no longer available, use another return carton large enough to safely package the equipment being returned. The equipment must be returned in good working order, normal wear and tear excepted. 

Step 4 – To avoid any Non-Return Fees*, please review the email listing all return-required equipment. Drop off your shipment with FedEx within 30 days of receiving the RMA label to avoid equipment Non-Returned Fees*. If returning using your own carrier and not using the RMA label provided, retain the return receipt until the return has been processed.  

Step 5 – Returns are processed once received at our return facility. Please allow 10-14 days for inspection and processing.   

Step 6 – Upon receipt of ALL returned items, you’ll receive a refund to the original payment method used on the order within 10 to 14 business days. 

Step 7 – If any return-required equipment is missing from the return, you’ll be contacted via email. Your credit card may be charged for the full MSRP for return-required equipment not received in our warehouse 30 days from your contract-end date.  

NOTE: If you cancel your lease before the end of the Initial Term, an Early Termination Fee (ETF) will apply**. There is no Early Cancellation Fee for agreements on month-to-month terms. 

Purchased Equipment 

You are NOT required to return security systems or devices purchased without a lease agreement. If returning a system or device purchase made within 30 days of the original order date, please follow the 30-Day Money Back Guarantee Return Instructions. 

FAQs 

  1. What is the ADT’s return policy for security systems and/or devices? 

Any system or device can be returned within the first 30 days of the original order date. 

  • Contact the Support Center at (877) 464-7437 to begin the return process within seven (7) days of termination to begin the return process**. 

  • If you purchased your system or device from a retail location (authorized retailer), follow that retailer’s return policy regarding their acceptance of returns.  

 

  1. What is the warranty on your equipment? 

  • Purchased - Any purchased system or device includes a 12-month limited warranty.  

  • Leased - Your leased equipment is warrantied for the full term of the lease provided you remain in good standing. Any leased equipment deemed defective by Technical Support will be repaired or replaced (with new or refurbished equipment, at ADT’s sole option) at no cost to you. Please allow 5-7 business days for delivery. Return shipping costs are not refundable. 

 

  1. If my ADT account is canceled, do I need to send back my ADT equipment? 

Contact our Support Center at (877) 464-7437 within seven (7) days of termination to begin the return process**. 

  • Any system or device received within the first 30 days of the original order date must be returned within 30 days of receiving the RMA label to avoid Non-Returned Equipment Fees*.  

  • Leased equipment must be returned at the end of the lease. 

  • Purchased equipment does not need to be returned. 

 

  1. Does ADT provide a box(es) to return your equipment? 

  • Boxes are not provided for return shipments. 

  • Please use the original box and packaging, when possible, to return your equipment. If the original shipping box(es) is no longer available, use another return carton large enough to safely package the equipment being returned. The equipment must be returned in good working order, normal wear and tear excepted. 

 

  1. How long does it take to receive a refund? 

  • Once the equipment is received at our return facility, please allow 10-14 days for inspection and processing.   

  • Once processed, you’ll receive a refund to the original payment method used on the order. 

  • Original shipping charges will not be refunded once the package has shipped. However, we will provide a return label.   

 

  1. Can I return an item directly to ADT? 

  • There is no ADT drop off location for returned equipment.  

  • An RMA label will be provided for use in shipping the return to ADT with FedEx.  

 

  1. Does ADT have Early Termination Fees? 

  • Any customer in a lease who wishes to terminate their agreement early will be assessed an Early Termination Fee charged to their original payment method***.  

  • If you purchased the equipment through ADT, no fee will be assessed. 

*Return Policy and Non-Returned Equipment Fee: The System and the equipment comprising it (other than accessories/customer purchased equipment) are leased by ADT to you. Upon the termination of the Agreement, you shall return any leased equipment in accordance with this Section 18. This Section shall also apply to any purchased equipment being returned in accordance with Section 2 above; except that if you fail to return the equipment you will not be charged the Equipment Non-Return Fee nor will you receive a refund for the equipment purchased.  

**Please call (888) 723-8894 within seven (7) days of termination to receive a Return Material Authorization (RMA) number. After we issue an RMA, you must send back to us such leased System equipment as we may instruct you when issuing the RMA (the "Required Equipment"). Unless otherwise requested by us, the Required Equipment will not include sensors, which may be retained by you, and we reserve the right to abandon any components of the System and will not be liable for any costs or damages associated with their recovery. There is no option to purchase components of the System that you lease. You must return the Required Equipment to our warehouse within twenty-one (21) calendar days of the issuance of the RMA. You will be required to provide proof of delivery if requested. The Required Equipment must be returned in good working order, normal wear and tear excepted. If you fail to return Required Equipment in accordance with the terms of this Paragraph 18, WE WILL CHARGE YOU AN EQUIPMENT NON-RETURN FEE OF four hundred twenty-five dollars ($425.00) for leased Systems that includes a leased camera and three hundred twenty-five dollars ($325.00) for leased Systems that do not include a leased camera. You understand and agree that the equipment non-return fee is subject to adjustment based on the value of any new or replacement System that we may provide to you during the term of this Agreement. 

***Please refer to your contract for specific details regarding Early Termination Fees.