Returns

Effective Date: 02/28/2025

Barn Owl is dedicated to providing an excellent experience and this includes returns and refunds. If you aren’t completely satisfied with your purchase, for any reason, you may return it to us for a refund or exchange within 45 days of the original delivery date.

Barn Owl Customer Support must be contacted prior to returning a full or partial order. Returns without an RMA authorization will not be accepted and are subject to return to sender. Barn Owl does not accept responsibility for damaged, lost, or stolen items returned without RMA authorization.

RETURNS AND EXCHANGES

All return and exchange requests must be initiated within 45 days of the original delivery date and must be completed by contacting Barn Owl Customer Support using the below information.

📞 Phone: 720-594-3649
📧 Email: support@barnowl.tech

Requests will be processed during normal business hours of 9am-6pm EST/EDT Monday through Friday excluding holidays. Please do not submit more than one request within a 24 hour period. Once your request is processed, a prepaid return shipping label will be provided via email. This label will cover return shipping charges for your order, and must be used within 30 days of receipt or a 15% restocking fee will apply.

REFUNDS

Most refunds are processed Wednesday and Friday of each week excluding holidays. All returned items must be in new or like new condition with all original accessories (cables, SIM cards, SD cards, mounts, etc) included. The value of any missing item may be deducted from your total refund.

Barn Owl provides free 5-7 business day Ground shipping (UPS or USPS) on orders $200 or over. Shipping charges including orders under $200 or expedited delivery (2 Day Air or Overnight) are not refunded unless a shipping delay is caused by Barn Owl. We do not refund shipping charges due to circumstances beyond our control which includes, but is not limited to, severe weather, labor strikes, natural disasters, and shipping carrier events.

EXCEPTIONS

Cameras, solar panels, and complete camera bundles may be returned for refunds. Separate accessories purchases (batteries, SD memory cards, mounts, antennas, power cables, power adapters, lock boxes, and cable locks) are not eligible for return or refund. These items may be exchanged if defective. For defective or damaged products, please contact Barn Owl Customer Support using the below information.

📞 Phone: 720-594-3649
📧 Email: support@barnowl.tech

BARN OWL LIMITED WARRANTY

Effective Date: September 17, 2026

The warranty below is separate from the 45-day return policy above. Within 45 days of delivery, you may return a product for a refund, and a prepaid return label is always provided. After 45 days, a defective camera or solar panel is handled under this warranty, and a prepaid label is sent only when we need the device back for in-house quality review.

1. What this warranty is

Barn Owl warrants that your devices will be free from defects in materials and workmanship under normal use for the warranty period described in Section 2. This covers cameras and solar panels. Accessories including but not limited to antennas, solar panel cables, and mounts are not covered by this warranty. RAM mounts have a lifetime warranty fulfilled by RAM (https://rammount.com/). Barn Owl does not fulfill RAM warranty claims.

This is a Limited Warranty. It gives you specific legal rights, and you may also have other rights that vary from state to state. Some of the duties described below, including shipping costs in certain circumstances, are your responsibility, and Sections 8, 9, and 10 describe those circumstances clearly so there are no surprises.

2. Warranty period

Your camera is covered for two (2) years.

• Purchased directly from Barn Owl: coverage begins on the date the carrier records delivery of your order.

• Purchased from an authorized dealer or marketplace: coverage begins on the date of delivery shown on your proof of purchase. Please keep your receipt or order confirmation.

• Secondhand purchase: The warranty’s remaining time is transferred to the new camera owner. The warranty does not restart with transfer of ownership.

• No proof of purchase available: Barn Owl may, at our discretion, opt to replace a camera if the device’s verified manufacture date is less than 365 days from the date Barn Owl Customer Support is contacted regarding a camera replacement.

3. Who is covered

This warranty covers the original purchaser and is transferable. Devices purchased secondhand, resold, or transferred to another party are covered for the remainder of the warranty policy. The warranty does not restart when ownership is transferred.

4. What we will do

If we confirm that your camera is defective during the warranty period, Barn Owl will, at our option, replace the device with a new or refurbished unit of the same or comparable model.

Refurbished replacement units are functionally equivalent to new units and are covered under Section 11.

5. What is not covered

This warranty does not cover:

• Impact and projectile damage, including damage from firearms, arrows, or thrown or falling objects.

• Animal damage, including damage caused by livestock, wildlife, rodents, or insects, and damage from chewing, rubbing, trampling, or nesting.

• Weather and environmental events beyond the device’s published operating specifications, including lightning strikes, electrical surges, flooding, submersion, fire, and hail.

• Water ingress where the device has been opened, damaged, modified, or used outside its published environmental rating, or where a port cover, gasket, or housing has not been properly closed.

• Theft, loss, or vandalism.

• Cosmetic wear — such as scratches, fading, discoloration, and other cosmetic changes that do not affect function.

• Consumable and wear items, including batteries, memory cards, straps, mounts, cables, and optional protective enclosures (e.g. lock boxes).

• Damage caused by third-party accessories or power sources, for example, over-voltage damage from an incompatible solar panel, external battery, charger, or power supply. Using third-party accessories does not by itself void this warranty; only damage they cause is excluded.

• Damage caused by disassembly, modification, or repair, including damage resulting from opening the housing, altering firmware, or removing or altering the serial number. Having your camera serviced by someone other than Barn Owl does not by itself void this warranty.

• Improper installation or use, including mounting that exposes the device to conditions outside its specifications.

• Software, firmware, or account configuration issues that are resolved without hardware replacement.

Many of the events above, including theft, vandalism, accidental damage, and weather damage, are covered for customers enrolled in Barn Owl Care subject to the Barn Owl Care terms, including its waiting period, claim limits, deductible, and accessory exclusions. Please contact Barn Owl Customer Support to review your replacement options.

6. Cellular coverage and service availability

Barn Owl cameras depend on cellular network coverage provided by third-party carriers. Network availability, signal strength, data speed, and carrier outages are not product defects and are not covered by this warranty.

A camera that powers on, captures images, and passes our diagnostic checks but does not transmit reliably from a particular location is functioning as designed and is not covered by this warranty. This exclusion does not apply where our diagnostics or device logs show that the camera itself is failing to capture, store, or attempt to send images.

7. How to request warranty service — diagnostics come first

Every warranty claim begins with a short diagnostic session with our support team. We will not issue a return authorization until this step is complete.

This is not a delay tactic. A large share of returned cameras arrive in working order, and the underlying issue turns out to be signal coverage, a memory card, a battery or solar condition, a firmware version, a plan status, or mounting placement, all of which we can usually resolve the same day, without you shipping anything.

To start:

1. Contact Barn Owl Customer Support via phone at 720-594-3649, via email at support@barnowl.tech, or via mail at 3380 N El Paso Street, Unit B, Colorado Springs CO 80907 with your camera name and IMEI number.

2. Work through the diagnostic steps with our team. Most take under 15 minutes.

3. If the diagnostic confirms a hardware defect, we will issue you a Return Merchandise Authorization (RMA) number and a prepaid shipping label. Before the RMA is issued, we will show you the fees that may apply under Sections 9 and 10 and ask for your separate consent to charge them to a credit or debit card of your choice.

Devices returned to us without an RMA number may be refused, returned to you at your expense, or discarded.

8. When your replacement ships

Once your RMA is issued, we ship your replacement as soon as the shipping carrier records your RMA return as “In Transit” and you have agreed to possible service charges described in Sections 9 and 10. You do not need to wait for us to receive and inspect the returned device. Barn Owl Customer Support will follow up with you regarding new camera activation and verification of expected camera operation.

9. Returning your defective device

Not every warranty claim requires a return. We send a prepaid shipping label only when we need the device back for in-house quality review.

If we issue you an RMA and prepaid shipping label, you must ship the defective device back to us within 30 days of the date we issue them. The label is prepaid and return shipping is free.

If the device does not reach us within that window, or if the package arrives empty or contains a device other than the one listed on the RMA, we will charge the payment method you authorized under Section 7 the then-current retail price of the replacement model we shipped to you. If the correct device arrives later, we will refund that charge.

10. If we find no defect

If our quality team inspects your returned device and determines it is functioning within specification, or that the issue falls under Section 5 or Section 6, we will:

• return your original device to you and

• charge your payment method a flat $25 return shipping fee.

We waive this fee the first time it applies to your account. It applies to subsequent claims where no camera defect is found.

You will be told this fee may apply, and asked to acknowledge it, before we issue your RMA and shipping label. Barn Owl Customer Support will reach out to you if we determine a device replacement fee or return shipping fee applies. We will never apply it as a surprise.

If you disagree with our inspection finding, contact Barn Owl Customer Support at 720-594-3649 or support@barnowl.tech and we will review the details with you.

11. Coverage on replacement devices

A replacement device is covered for the remainder of your original two-year warranty period or ninety (90) days from the date the replacement ships, whichever is longer. Receiving a replacement does not start a new warranty term.

12. Repeat claims for the same issue

If you experience the same problem more than once, we want to find out why rather than simply sending you another camera.

A second claim for the same issue on your account triggers an engineering review before a replacement is authorized. That review may take an additional 15 business days, and it may result in a different model, a firmware or configuration change, a change to your installation, a refund, or account credit rather than a like-for-like replacement.

We may decline warranty service where we find evidence of abuse, misuse, tampering, fraud, or resale of warranty replacement units. We will tell you what we found and why.

13. If your device is not covered

If your device falls outside the warranty period or outside what this warranty covers, you have two options. If you are enrolled in Barn Owl Care, you may request a replacement under the Barn Owl Care terms and deductible. Otherwise, you may purchase a replacement camera or camera bundle at a 25% discount. Please contact Customer Support to discuss replacement options or to begin a replacement.

14. Limitations

To the extent permitted by law, Barn Owl’s total liability under this warranty is limited to the purchase price of the device, and Barn Owl is not liable for incidental or consequential damages, including lost images, lost data, missed events, property loss, or costs of installation and removal.

To the extent permitted by law, any implied warranties, including implied warranties of merchantability and fitness for a particular purpose, are limited in duration to the two-year period of this Limited Warranty.

Some states do not allow the exclusion or limitation of incidental or consequential damages, or limitations on how long an implied warranty lasts, so the above limitations may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

California residents: Service under this warranty will be completed within thirty (30) days of our receipt of your device unless you agree otherwise in writing, and your warranty period is extended by the number of days your device is with us for service. Registration is optional and does not affect your warranty rights.

A printed copy of this warranty is available free of charge by calling 720-594-3649 or writing to the address in Section 7.

Theft, loss, accidental damage, and other events not covered by this warranty may be covered by Barn Owl Care: https://barnowl.tech/pages/barn-owl-care

QUESTIONS

Any questions about our Return and Exchange policy should be directed to Barn Owl Customer Support at:

📞 Phone: 720-594-3649
📧 Email: support@barnowl.tech