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Knowledge Centre

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Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.

What effect does pixel size have on camera sensitivity? icon-arrow

Among other things, the size of the pixel directly effects the sensitivity of the camera, as well as the % of the surface area of the pixel that can integrate photons of light "fill factor". A HAN IMB-1050FT camera with a 9.9-micron square pixel will tend to be more sensitive than a HAN IMB-1040FT camera with a 7.4-micron pixel.

What is Signal-to-Noise Ratio? icon-arrow

Like most things in science, nothing is ever perfect. A CCD sensor is incapable of converting incident light exactly into an output signal. The variation from the expected output signal is referred to as noise. Noise is dependent upon such things as sensor and component quality, camera electronics design, temperature, and external interference. Signal-to-Noise Ratio is usually stated in decibels (dB). The formula for calculating Signal-to-Noise in dB is SNR = 20X log (Signal/Noise) Increasing gain does not increase SNR, because it increases both the signal and the noise.

How do these cameras connect to a computer? icon-arrow

Historically, industrial digital cameras have been integrated to a computer through a frame grabber board. The board must have a driver and a configuration file for the specific camera. The previous standard for this connection was LVDS. Recently, a new standard, Camera Link, has evolved. A more recent development is the integration of high-resolution digital cameras with desktop or laptop computer using either the FireWire or USB 2.0 connection. Now GigE has been added as another protocol that does not require a frame grabber.

What shutter speed do I need? icon-arrow

The shutter speed is used to eliminate blur in recorded images. Blur is a function of movement of an object through the field of view during exposure, and movement of the camera usually by vibration. One of the advantages of digital imaging for repetitive events is that trial and error may be used to quickly select an appropriate shutter speed. Camera shutters are either mechanical or electrical. Just about all digital cameras now employ electronic shuttering

How many frames per second do I need? icon-arrow

Various formulas are used for specific types of motion depending on whether the motion is linear or cyclic or a combination. However, a rule of thumb is that the recording rate should be 3 to 10 times the cycle count or there should be 3 to 10 images of the event of interest.

What is the difference between sample rate and shutter speed? icon-arrow

Sample rate is the number or frequency of images taken, usually measured in images per second. Standard NTSC video is 30 frames (60 fields) per second. Shutter speed is the duration of exposure for the image, usually measured in hundredths or thousandths of a second. A high shutter speed does not equal a high sample rate! Most consumer camcorders offer high- speed shutter capability for their 30 frame per second record rates. It is possible to have 30 samples each taken at 1/2,000 of a second exposure rate. For example, if on a high-speed packaging line one package fills the field of view and if 60 packages move through the field of view in one second, the standard camera will only record, "see," every second package.