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Samsung Techwin
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WARRANTY SERVICE POLICY & PROCEDURES FOR HOME SECURITY

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General:

Warranty is provided to the customers who have bought the products directly from HANWHA TECHWIN. Product warranty comes into effect from delivery date to distributor which is determined by the Serial Number & Purchase Order Number. HANWHA TECHWIN will provide warranty service within the warranty period specified. Warranty service must only be carried out by a HANWHA TECHWIN authorized service centre. Warranty service under the terms of this warranty will not result in an extension or renewal of the warranty period.

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Warranty exceptions This warranty becomes void if there is any malfunction, defect or failure caused by or resulting from the evidence of impact, mishandling, tampering. And in the following conditions the defective productive will be deprived of warranty: .

  • Use of non-recommended hard drives and/or poorly fitted hard drives
  • Alteration or removal of the serial number
  • Shipping damage
  • Incorrect power voltage
  • Fire, flood or other Acts of God Any modification to original product
  • Damage caused by third parties
  • Any attempt of unauthorised repair or repair by unauthorised personnel
  • Incorrect installation not in line with HANWHA Techwin guidelines or specification
  • Operation of the product not in line with HANWHA Techwin guidelines or specification

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RMA Request Procedure

Customer has to request replacement or repair through e-mail to [email protected] with the required information (Serial number, Faulty description, Model number). Upon receipt HANWHA TECHWIN will determine whether the request complies with the warranty eligibility. If it is eligible for warranty, HANWHA TECHWIN will issue an RMA (Return Material Authorization) number which is valid for 30 days from the date of issue.

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HANWHA TECHWIN B2C warranty period:

Repair or Replacement within warranty period
Customer Warranty Warranty Starting Date Product
Distributors bought directly from Hanwha Techwin 2 Years date of ship out from HANWHA warehouse all

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DOA (Dead On Arrival)
Customer Eligibility Period Product
Distributors bought directly from Hanwha Techwin 3 months from date of ship out from HANWHA warehouse all

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Out of warranty repairs: In case the product is not eligible for warranty, out of warranty returns may be repaired with costs. HANWHA TECHWIN will send quotation for the repair or replacement. Delivery costs are included in this quotation. The customer has 14 days to inform HANWHA TECHWIN whether the quotation is accepted. If HANWHA TECHWIN do not have a reply from the customer regarding our estimate costs within 14 days or the customer refused the estimate costs, HANWHA TECHWIN will return product unrepaired and will invoice £/€40 for handling cost for each product. In case the customer wants to scrap it locally then HANWHA TECHWIN will provide this service free of charge. If the product is over 5 years old, service is only available depending on the spare parts availability. HANWHA TECHWIN offers a 90 days warranty period on performed repairs in case the same fault occurs. .

Shipment & Packaging:

The Customer will be responsible for the arrangement and cost for shipping the product to the HANWHA TECHWIN authorized service centre. Customer must return the defective product with original packaging, or as good as, or better than the original packaging.

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In warranty and out of warranty cases

  • When returning the product, customer must use the provided RMA number as reference and include all customer details (e.g. company name, contact person, phone number, email address) with the returned product.
  • All the accessories (e.g. cable, external power supply, etc…) needs to be returned with the defective product.

WHEN RETURNED, HANWHA TECHWIN DOES NOT GUARANTEE MISSING ACCESSORIES.  

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DOA (Dead On Arrival) Case

  • When returning the product, customer must use the provided RMA number as reference and include all customer details (e.g. company name, contact person, phone number, email address) with the returned product.
  • The return unit needs to be in original packaging including all accessories.
  • The customer can request for shipment collection by HANWHA TECHWIN by sending a request to [email protected]

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HANWHA TECHWIN will invoice Customer in following cases:

If HANWHA TECHWIN find the unit not faulty, HANWHA TECHWIN will invoice £/€ 40 for handling cost (per product) And will return the not faulty product to the customer.

  • If the returned defective product does not match with the specifications of the registered RMA information.
  • If the customer sends a NON HANWHA TECHWIN product, HANWHA TECHWIN authorized service centre may invoice the occurred additional handling cost.

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Disclaimer:

HANWHA TECHWIN shall not be responsible for the loss of any saved /stored data in products that are either repaired or replaced. The above policies are for in warranty services and the customer will be responsible for any costs associated with non-warranty conditions. HANWHA TECHWIN reserves the right to make final decision In determining the problems and in choosing the type of service provided. Exchanged products assume the remaining warranty period of the original product. Limitations and restrictions may apply and the conditions of our warranty program are subject to change without prior notice.

Place of jurisdiction: If the customer is a trader or a legal person under public law, the place of jurisdiction is United Kingdom. . .

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