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Гарантия

ГАРАНТИЙНЫЕ ОБЯЗАТЕЛЬСТВА

Гарантийный срок на оборудование компании Hanwha Techwin составляет три года.

Основные условия:

Срок гарантии отсчитывается от поставки оборудования дистрибьютору и определяется по серийному номеру или номеру заказа.

HANWHA TECHWIN выполнит бесплатный ремонт либо замену оборудования,  в рамках гарантийного срока и гарантийных обязательств.

Гарантийный ремонт оборудования производится только в авторизованных сервисных центрах

 

Не гарантийные случаи:

The warranty becomes void/ineffective if:

  • there is any malfunction, defect or failure caused by or resulting from evidence of impact, mishandling, tampering or use contrary to the instruction manual
  • operation of the product is not in line with HANWHA TECHWIN guidelines or specification
  • there is any attempt to repair or modify product by unauthorized personnel
  • the Serial Number has been altered, defaced or removed from the product
  • the product has be used with non-recommended, or poorly fitted hard drives and/or incorrect power line voltage
  • installation is not in line with HANWHA TECHWIN guidelines or specification
  • damage has occurred during shipping
  • product is affected by fire, flood or other Acts of God

*Warranty only covers workmanship or materials supplied by HANWHA TECHWIN and does not cover moving parts.

*Routine cleaning, normal cosmetic and mechanical wear and tear are not covered under the terms of warranty.

*HANWHA TECHWIN is committed to provide a complete service (pre and post sales). To avoid any of the above warranty exceptions, please attend our Training Courses to help get the most from HANWHA TECHWIN products and avoid any un-necessary returns; saving you time, money and reputation.

PROCESS:

The customer has to request repair or replacement through our Online Service System (4CUST) https://www.4cust.net.

Complete the required information: Serial Number, Model Name, type of service required e.g. Repair (R) or Normal Replacement (NR).

4CUST will issue a RMA (Return Material Authorization) Number. The RMA Number is valid for 30 days from the date of issue.

*If the customer registers any additional discrepancies with product within in the RMA request (i.e. once it has been received by us) then it may lead to longer processing time and/or incur additional costs.

RETURNING PRODUCT:

  • The customer will need to issue the RMA Number (as above) and Return Paperwork through 4CUST

*HANWHA TECHWIN will refuse shipment without our RMA number.

  • PLEASE RETURN THE DEFECTIVE PRODUCT WITHOUT ACCESSORIES (e.g. cable, external power supply, remote control etc.,)

*HANWHA TECHWIN DOES NOT GUARANTEE LOST ACCESSORIES AND PROVIDES REPLACEMENT PRODUCT WITHOUT ACCESSORIES.

SHIPMENT & PACKAGING:

  • Print the Delivery Label and RMA Document (from 4CUST) https://www.4cust.net and attach it to the product box
  • Return product with original packaging (if it is in good condition)

*IF THE PRODUCT HAS PHYSICAL DAMAGE DUE TO BAD PACKAGING CONDITION (through the Customer) COSTS WILL BE INVOICED TO THE CUSTOMER.

  • The Carrier will pick-up the faulty product the Next Day.

DOA (DEAD ON ARRIVAL) CASE:

  • Please email [email protected] to arrange pick-up/return of product by Carrier
  • Return product in original packaging INCLUDING ALL ACCESSORIES.

OUT OF WARRANTY:

  • Products will be repaired or replaced by a refurbished product, with cost to the Customer. HANWHA TECHWIN will send a quotation for the repair or replacement of this product, which will include Delivery Cost (EVEN IF THE UNIT IS RETURNED UNREPAIRED)

*If we do not have a reply from the customer regarding our estimate costs within 14 days or estimate costs are refused, HANWHA TECHWIN will return defective product unrepaired and will invoice £/€ 40 for handling cost. However, if Customer wants to scrap it locally, then HANWHA TECHWIN will provide this service free of charge.

  • FOR PRODUCTS WHICH ARE OVER 5 YEARS OLD, SERVICE IS ONLY AVAILABLE DEPENDING ON AVAIALBILITY OF SPARE PARTS
  • RETURN LABEL IS NOT AVAILABLE FOR OUT OF WARRANTY, YOU PAY DELIVERY COST FOR SHIPPING THE UNIT TO OUR REPAIR CENTRE.

*Customer should pay any Taxes or Customs Clearance Fee if the Return Shipment is coming and returning from outside an EU country.

Advanced Replacement:

HANWHA TECHWIN products carry a replacement opportunity for the period specified (usually 1 year).

HANWHA TECHWIN STEP Partners (Silver, Gold and Diamond Level) are entitled to an extended replacement period of 2 and 3 years respectively.

Replacement Period

Customer / Authorised Partner Silver Partner Gold Partner Diamond Partner
1 Year 2 Years 3 Years 4 Years
(except accessories) (except accessories) (except accessories) + Direct Access to 4CUST

(except accessories)

General:

Advanced Replacement cover comes into effect from delivery date to distributor, which is determined by the Serial Number & Purchase Order Number.

HANWHA TECHWIN will replace defective products within specified warranty period only (see above for duration).

Replacement under the terms of this cover will not provide the right for an extension or renewal of the Advanced Replacement period.

Replacement exceptions:

Advanced Replacement does not include:

  • products that are no longer under warranty
  • Thermal Cameras

*Please refer to HANWHA TECHWIN website for new model update information.

HANWHA TECHWIN will invoice Customer in below cases:

  • If HANWHA TECHWIN has not received the defective unit back within 30 days from shipped date of the replacement

*If HANWHA TECHWIN receive the defective product after this time, HANWHA TECHWIN will invoice the distributor 10% of the original invoice value, or £/€ 40 for handling cost (per product).

  • If HANWHA TECHWIN find the unit not faulty, HANWHA TECHWIN will invoice the distributor 10% of the original invoice value, or £/€ 40 for handling cost (per product)
  • If the defective product returned is not in suitable condition resulting from evidence of impact, mishandling, tampering or use contrary to the instruction manual
  • If the returned defective product does not match with the specifications of the registered RMA information.

Process:

The customer can request replacement through:

Detail the required information: e.g. Advanced Replacement (AR)

An RMA (Return Material Authorization) Number will be issued. The RMA Number is valid for 30 days from the date of issue

*If the customer registers any additional discrepancies with product within in the RMA request (i.e. once it has been received by us) then it may lead to longer processing time and/or incur additional costs.

After confirmation of the RMA Number, HANWHA TECHWIN will dispatch refurbished replacement product in advance before receiving the defective product.

Returning of product:

  • Customer will need to issue the RMA Number (as above) and Return Paperwork through 4CUST

*HANWHA TECHWIN will refuse shipment without our RMA number.

  • Customer must return product within 2 weeks, otherwise they will liable for costs
  • PLEASE RETURN THE DEFECTIVE PRODUCT WITHOUT ACCESSORIES (e.g. cable, external power supply, remote control etc.,)

*HANWHA TECHWIN DOES NOT GUARANTEE LOST ACCESSORIES AND PROVIDES REPLACEMENT PRODUCT WITHOUT ACCESSORIES.

Shipping & packaging:

  • Print the Delivery Label and RMA Document and attach it to the product box
  • Return product with original packaging (if it is in good condition)

*IF THE PRODUCT HAS PHYSICAL DAMAGE DUE TO BAD PACKAGING CONDITION (through the Customer) COSTS WILL BE INVOICED TO THE CUSTOMER.

  • The Carrier will pick-up the faulty product the Next Day.

DOA (Dead On Arrival) case:

Replacement Period

Customer / Authorised Partner Silver / Gold / Diamond STEP Partners
3 months

(from date of ship out from HANWHA Warehouse)

OUT OF Advanced replacement PERIOD:

  • Please refer to Warranty Policy
  • HANWHA TECHWIN may be able to repair or replace product using refurbished product, at cost to the Customer. HANWHA TECHWIN will send a quotation for the repair or replacement of this product, which will include Delivery Cost

*This will not be in advance of receiving defective product.

  • FOR PRODUCTS WHICH ARE OVER 5 YEARS OLD, SERVICE IS ONLY AVAILABLE DEPENDING ON AVAIALBILITY OF SPARE PARTS
  • RETURN LABEL IS NOT AVAILABLE FOR OUT OF WARRANTY, YOU PAY DELIVERY COST FOR SHIPPING THE UNIT TO OUR REPAIR CENTRE.

*Customer should pay any Taxes or Customs Clearance Fee if the Return Shipment is coming and returning from outside an EU country.

DISCLAIMER for warranty and advanced replacement:

  • HANWHA TECHWIN shall not be responsible for loss of any saved/stored data on products that are either repaired or replaced
  • HANWHA TECHWIN reserves the right to make final decision regarding problems and the appreciate service option
  • Exchanged product assumes the remaining warranty of the original product
  • The above policies are for warranty services and the customer will be responsible for any costs associated with non–warranty conditions
  • Some limitations and restrictions apply and these programs are subject to change without prior notice

Place of Juristiction:

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

This post is also available in: Английский, Французский, Немецкий, Итальянский, Испанский, Португальский, Португалия, Чешский, Польский, Шведский, Турецкий