Store Policy
Store
Policy
We design and install these systems for a living. The shop exists because we got tired of telling people to buy the good stuff somewhere else. Here is exactly how we handle it when something needs handling.
The Detail
Returns
Every Ajax kit is configured by hand at our Kent facility before it ships — hub set up, firmware updated, sensors paired. We do that because it makes the system better, not because it makes it yours forever.
Send it back within 30 days of delivery for a full refund, including the $195 pre-configuration. Installed, mounted, armed, used — it does not matter. That is the point of the 30 days.
Nine times out of ten, a system that will not behave is a five-minute fix, and we would rather solve it than take it back. Head to rivastechgroup.com/support — ask ROMAN, our AI support assistant, any hour of the day, or open a ticket and a real person follows up Mon–Fri, 8AM–5PM Pacific.
This is an offer, not a condition. You do not need our permission, a diagnosis, or a phone call to return a system. If you would rather just send it back — say the word and the label is on its way. No argument, no retention script.
- How: email sales@rivastechgroup.com or call (425) 954-6003 within 30 days of delivery. We send a prepaid label.
- Refund: issued to your original payment method within 5 business days of the return arriving at Kent.
- Shipping: we pay it. Both ways.
- Restocking fee: none.
- What we ask: all components back, undamaged beyond normal handling and installation. Original packaging helps, but it is not a condition.
- The Ajax account: do not worry about it. Hubs bind to your account, and releasing one is the kind of thing that turns a return into a chore. We handle it on our end.
Support
Support is open to everyone. Self-installed in Ohio or professionally installed in Kent — same team, same channel, no charge. We configured your hub before it shipped; we are not going to pretend we do not know it.
Start at rivastechgroup.com/support. ROMAN — our AI support assistant, currently in beta — knows the Ajax platform and resolves most issues in minutes, any hour, no callback. It gets things wrong occasionally; when it does, or when you would rather skip it, open a ticket and the team follows up Mon–Fri, 8AM–5PM Pacific with the full conversation attached so you never repeat yourself.
Services
Work already performed is not returnable once it is done — professional installation labor, system design, and WiFi heat map design. If a technician has been to your property, that time is spent.
Hardware is always returnable. The $195 pre-configuration is bundled into the kit price and comes back with it.
Defects & Warranty
If something arrives dead or fails early, the 30-day return covers it — send it back for a full refund, or tell us and we will replace it. Your call, not ours.
After 30 days, products are covered by the manufacturer's warranty, handled as replacement of the same model. Call us and we will run the claim for you rather than sending you to a support line.
Professional Installation
Kits are built to self-install and most are done in about an hour. If you would rather we handled it, installation starts at $390 across the South Sound and Greater Seattle. There is no install SKU in the cart — every job is quoted to the property.
Our primary service area is within 20 miles of Kent. Beyond that, a mobilization fee applies:
| Distance from Kent, WA | Travel Fee |
|---|---|
| Within 20 miles | Included |
| 20–35 miles | $150 |
| 35–50 miles | $250 |
| 50+ miles | Quoted |
Call (425) 954-6003 or email sales@rivastechgroup.com and we will tell you the number before we schedule anything.
Monitoring
Optional, and there is only one offer. In Washington: 24/7 professional monitoring through a UL-listed central station at $44.99/mo, month-to-month, no contract, no early termination fee.
Everywhere else: $0. Your system is self-monitored through the Ajax app with no subscription. The hardware is identical.
Monitoring is billed monthly and is not refundable for months already served. Cancel any time and the equipment stays yours — it still works as a full local alarm.
Shipping
Kits ship from Kent, Washington to all 50 states. They are not drop-shipped — hardware arrives at our facility, gets configured, then goes out to you. That adds a step, and it is the step you are paying for.
Lead times vary with manufacturer availability. Estimates are estimates. If something is going to be late, we will tell you as soon as we know rather than letting you find out from a tracking page.
Not Sure What You
Actually Need?
Ask before you buy. We would rather spend ten minutes on the phone than process a return — and we will tell you honestly if the answer is a smaller kit.
Contact Us