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Service Policy

>> Service Letter Of Commitment

1 Purpose
Shenzhen Wanscam Technology Co.,LTD(hereby refer as ‘wanscam’) establishes the following guidelines to deliver best quality with shortest turn around time for Warranty & Repairs, DOA and RMA services.

2 Warranty
> 2.1 Warranty Period
wanscam offers limited two (2) year warranty for all products designed and manufactured by wanscam. The warranty period will be effective from date of purchase & invoice.

> 2.2 Warranty Coverage
wanscam warrants the original purchaser that the full range of IP Surveillance products enclosed with this limited hardware warranty will be free from defects in workmanship and materials for a period of two (2) year from the date of original purchase. This warranty does not cover any damage attributable to erroneous installation of the product.

The original purchaser shall without undue delay notify wanscam of any defect which appears, failure to which shall mean that the purchaser loses its right to have the defect remedied.

wanscam Limited Warranty Policy covers the following products/parts:

- Full range of IP Surveillance products

But NOT Including

- Customer Consigned / Specified special-purpose Modules

(We will co-manage with Customers for special defined warranty terms & Condition)

> 2.3 Repairs under Warranty
During the warranty period, wanscam will repair or replace all defective products, provided that they are returned at the customer’s expense to wanscam or an authorized wanscam repair facility. wanscam has sole and unfettered discretion to determine whether a particular product will be replaced or repaired.
wanscam reserves the rights to use replacement parts for third party peripherals or parts that are obsolete or phased-out from original manufacturer.
wanscam reserves the right to charge a “No Fault Found!” fee for products returned as defective where no fault could be found by wanscam. The “No Fault Found” charge will be calculated as freight charge (if incurred) plus 10% of invoice price for the unit as handling charges..

> 2.4 Exclusions from Warranty
wanscam assumes no liability as a consequence of following circumstances, under which will be automatically excluded for warranty,
- The products & solutions found to be defective after expiry of the warranty period.
- The product has been subjected to misuse, abuse, or unauthorized repair, whether by accident or other cause. Such conditions will be determined by wansam in its sole unfettered discretion.
- This warranty is void if the unit is tampered with or altered in any way. If the product is to be used outdoors* or in dusty, humid, or other hostile environments, it must be suitably protected. Camera products specifically, must be protected, whether in use or not, from exposure to direct sunlight or halogen light – which may damage the CCD image sensor. This applies to both indoor and outdoor use of the cameras.
For camera products supplied without a lens, extreme care should be used when mounting a lens on these products. Damage to the product due to incorrectly mounted lenses will invalidate this limited hardware warranty.
- Certain models of Xinlianxiang products are designed specifically for indoor use only. These particular cameras CANNOT be used outdoors as it will damage the CCD. Use of these products outdoors will void this warranty.
- Product updates; reworks, and tests upon the request of customers in the absence of proper warranty coverage from Xinlianxiang
- Product is damaged beyond repairs due to uncontrollable factors such as shipping; nature disasters, including but not limited to lighting strike, flooding, earthquake.
- This warranty does not cover wanscam products purchased from unauthorized sources of supply. wanscam will not replace these units regardless of whether or not the product is in or out of warranty.
Failure to comply with any of the aforementioned requirements will invalidate this limited hardware warranty.
wanscam total liability for any defects shall be limited to repair or replacement of the product, at wansam sole discretion, and this shall be the purchaser’s sole remedy.

> 2.5 Limitation of Liabilities
THE WARRANTY AND REMEDY PROVIDED ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER EXPRESS OR IMPLIED WARRANTIES INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. CERTAIN JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES. IF LAWS UNDER SUCH JURISDICTIONS APPLY, THEN ALL EXPRESS AND IMPLIED WARRANTIES ARE LIMITED TO THE WARRANTY PERIOD IDENTIFIED ABOVE. UNLESS PROVIDED HEREIN, ANY STATEMENTS OR REPRESENTATIONS MADE BY ANY OTHER PERSON OR FIRM ARE VOID. EXCEPT AS PROVIDED IN THIS WRITTEN WARRANTY, NEITHER wanscam NOR ANY AFFILIATES SHALL BE LIABLE FOR ANY LOSS, INCONVENIENCE, OR DAMAGE, INCLUDING, BUT NOT LIMITED TO, DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, RESULTING FROM THE USE OR INABILITY TO USE THE wanscam PRODUCT, WHETHER RESULTING FROM BREACH OF WARRANTY OR ANY OTHER LEGAL THEORY. NOTWITHSTANDING THE FOREGOING, wanscam’ TOTAL LIABILITY FOR ALL CLAIMS UNDER THIS WARRANTY SHALL NOT EXCEED THE PRICE PAID FOR THE PRODUCT. THESE LIMITATIONS ON POTENTIAL LIABILITIES HAVE BEEN AN ESSENTIAL CONDITION IN SETTING THE PRODUCT PRICE.

3 Dead-on-Arrival (DOA) process
> 3.1 Self-test for DOA
The customer shall test all the Products thoroughly as soon as prXinlianxiangcable after first receipt. Products which are found to be defective within one (1) calendar month upon receipt will be deemed to be DOA. Proof of receipt will be required.

> 3.2 Notify DOA problem
If the Customer finds a Product to be DOA, it will, as soon as  wanscam accepted, and in any event within the said 1-month period:
- Inform wanscam of the relevant Product serial number
- Apply for an RMA number
- At the Customer’s expense, return the defective Product to wanscam with a completed “PROBLEM REPAIR FORM” and a signed “DOA Return Agreement” (attachment II to the PROBLEM REPAIR FORM)

> 3.3 DOA Replacement
wanscam will replace the defective wanscam-made Product with a new one, and ship the new Product to the Customer within five (5) business days of receipt of the defective Product, and at its own expense. For non Xinlianxiang-made products, replacement will be made as soon as possible depending upon availability of the parts.
wanscam reserves the right to examine the product(s) upon receipt from customers based on the above conditions. If the product(s) is (are) damaged causing by customer’s improper Xinlianxiangon, customer shall be liable to pay the charge occurred or pay the price of the replacement(s) if the product(s) set forth above is (are) totally discard..

4 Return Merchandise Authorization (RMA) & Repair Process
> 4.1 Issue RMA Number
The Customer will:
- collect all information about the problems encountered and note anything abnormal
- print out any on-screen error-related messages
- describe the problems in detail on the PROBLEM REPAIR FORM located in wanscam’s support website
- attach form & apply for an RMA number through email to wanscam service contact window.

> 4.2 Returning defective products
To enable Xinlianxiang’s engineers to simulate the problems, the Customer will:
- Fill out the PROBLEM REPAIR FORM in detail
- Return any attached CPU and/or DRAM modules used along with the defective Product, and then also check the “□ Attached to Product” box on the form
- Enclose the completed “PROBLEM REPAIR FORM” with the package, together with Xinlianxiang’s original invoice
- Mark the package for the attention of the Customer Service Department (CSD)
wanscam will not under any circumstances be responsible for loss of the package in transit.

> 4.3 Packing/Shipment
The customer will make sure that the package is strong and durable enough to prevent further damage and/or deterioration of the defective Product during shipment. If any damage and/or deterioration occur during shipment, the warranty will not apply to the Product.

> 4.4 Expenses
- wanscam will bear the costs of reworking, sorting, repairing and/or replacing nonconforming and defective Products covered by the warranty.
- The Customer will bear the reasonable costs of reworking, sorting, repairing and/or replacing nonconforming and defective products not covered by the warranty. Such Products include those repaired after expiry of the warranty period, and those which have been subjected to abuse, misuse, unauthorized repair, accident or improper installation.
- The Customer will bear the costs of shipping all defective Products to wanscam for repair.
- For Products covered by the warranty, wanscam will bear the costs of returning the duly repaired Product to the Customer.
For Products not covered by the warranty, the Customer will bear the reasonable costs of returning the duly repaired Product to the Customer.

> 4.5 Repair
Turn-around Time (TAT)
wanscam will return a duly repaired Product to the Customer within seven (7) business days from the date of receipt of the defective Product conditional to detailed customer explanation of problems incurred. The turn-around time will be triggered upon confirmation from customer following the RMA communications to customer, in the event that customer will need pre-communication for the repair service. Transportation time is excluded from the turn-around time estimate.

> 4.6 Extended warranty coverage for out-of warranty
For product repairs that are outside product warranty expiry date, extended warranty period will be provided for additional three (3) months.

> 4.7 RMA Tracking
Customer will be able to logon Xinlianxiang service web site to track status of repair & return estimate. Automatic email notification service will be  upon receipt of defective parts & upon completion of repair.

> 4.8 Repair Report
When a duly repaired Product is returned to the Customer, wanscam will enclose a “Repair Report” with the Product for the Customer’s reference. The report will set out an analysis of the problem, and list details of repair.

 

 

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