Uninstalling and Returning Equipment

updated 1 mth ago

This article explains how to uninstall your equipment before you return the system.

We are sorry to hear the system isn’t working out for you! At Cove, we strive to do our very best for every member, and we want your experience returning your Cove system to be as smooth as possible. Please see below for directions on this process.

Steps to uninstall:

Make sure you know where all your sensors are and how many you have. Disarm your Touch Screen Panel, then unplug it and power it down.
1. You’ll need to know how many sensors you have in just a moment. To access these from your panel, click on Settings -> Enter your 4 digit code -> Sensors. Go through each category and write down each sensor listed.
2. Go back to the panel home screen by pressing the home button. Make sure the security system is disarmed. Once it has been disarmed, unplug the security panel by removing the plug from the outlet. If the plug is screwed in, you will need to unscrew it before unplugging it. The panel will remain powered on even while the plug is disconnected. The screen should show this message: “AC Power Loss.”
3. Press and hold both the “Home” and “Telephone” buttons (located to the right of the touch screen). Hold both buttons simultaneously for 10 seconds until the screen shows the following prompt: “To reset the system, please enter your Master Passcode.” Please enter your 4 digit Master Passcode on the number pad within 10 seconds of the prompt appearing. If you cannot enter it in time, please repeat this process. If done successfully, the screen will turn solid blue, and then the screen will turn off. It will not turn back on until it is plugged back in again.
4. Optional: If your panel is secured using a Wall Mount: To remove it from the wall mount, simply push the security panel in and slide up until you can no longer slide it. Then pull the panel towards you to remove it from the mount. Finally, unscrew the screws on the mount to remove the mount from the wall.
5. After the panel has been powered down and removed, set it off to the side for boxing and proceed to the next section.
Remove the sensors from their locations.
1. Next, you’ll take down any sensors you have set up. If you are uncertain how many sensors you have in total, you can refer to your original order confirmation email.
2. To take down door and window sensors or motion detectors: The sensors are securely fastened using double-sided adhesive. Carefully and slowly, pull the sensor towards you, and the adhesive should start to loosen up. These sensors require some effort to remove, but pulling too hard or too fast could result in stripping away paint or drywall. Please refer to the “pro tips” section if your sensor does not loosen.
3. To remove a smoke/CO detector: Twist the detector counterclockwise until it cannot twist anymore and pull it towards you. Once the main detector has been removed, remove the mounting plate. If the plate is fastened by screws, simply unscrew them to remove the plate from your wall or ceiling. If the mounting plate uses adhesive, carefully pull the plate towards you to remove the adhesive. Once the plate has been removed, reattach the plate to the detector by aligning the groove lines and twisting clockwise until you cannot twist any further.
4. To remove glass break detectors: Twist the detector counterclockwise until it cannot twist anymore and pull it towards you. Once the main detector has been removed, remove the mounting plate by carefully pulling towards you to remove the adhesive.
5. Pro Tips: When removing any sensors that use the adhesive strips, please note that the sticky adhesive is a strong bonding agent and will require some effort to remove. Otherwise, it may cause surface damage to your walls—some good practices for removing the adhesive sensors.
  1. Twist the sensor until the adhesive pulls away from the wall
  2. Use a butter knife or flat head screwdriver to gently pry the sensor off the wall
  3. Use a wet rag or washcloth while twisting the sensor
  4. Use a hairdryer to blow hot air onto the edges of the adhesive for roughly 20-30 seconds. Doing so will help loosen the adhesive. Repeat this process as needed until all the adhesive has been removed.
6. Once all your sensors have been removed, set them aside together for boxing up.
Remove the Cameras
1. Unplug and remove all Cameras. If your cameras have MicroSD cards inserted and you want to save the footage, remove the MicroSD card from the camera. Once those cameras have been returned to us, we have no way of getting your SD card back to you.
2. Gather every piece of your cameras, including power cords, batteries for outdoor cameras, chargers, and power bricks. Set everything off to the side for boxing
Don’t forget to grab your yard sign.

After uninstalling your equipment, it’s time to box it up and get it ready to ship.

Return Process:

Package your equipment for your return shipment.
1. If you happen to have your original packaging, great! You can use that to pack up your equipment. If you do not have the original packaging, a large box will do. Make sure when you are boxing that you’ve included:
  1. Touch Screen Panel, power cord, and mount(s)
  2. All sensors, including remotes, flood sensors, and panic buttons.
  3. Cameras, including any camera accessories like charging cords, mounts, or power cords.
  4. Yard sign. (You will not need to return your stickers.)
2. Once everything is boxed up, print off your shipping label (which should have been emailed to you) and return your box to the nearest UPS shipping station. Drop it off, and we will take care of it from there.

FAQ:

What happens if I forget to include something in the package for return?
- If you are within the 60-day return window, we will issue a refund for everything that has been returned. If items are missing from that return, we will subtract the cost of those items from the refund amount.
Do I need to use the box you provided me?
- No. You can provide your own box if you prefer.
Do you provide a return box alongside the label?
- No. We provided a box to send you your equipment. You can use that box to return your equipment, but you may use another box to send back your items if you cannot find it.
Do I have to pay for the return?
- If you are sending your equipment back within the 60-day return period, the label we provide you will be prepaid, so you will not need to pay any additional shipping costs.