PURPOSE

The purpose of this document is to explain the warranty and service policy of Vecow for distributors and agents to reference while handling RMA cases. These procedures are for: 1) the reduction of RMA costs resulting from misjudgments, and 2) facilitating quicker response times for increased customer satisfaction.

SCOPE

The procedures presented in this document apply to all Vecow Co., Ltd. products.

DEFINITION

• DOA (Dead on Arrival)

  Products are considered as DOA if during the first 30 days from the shipping date conclusive tests are performed that result in No Post or No Display.

• RMA (Returned Material Authorization)

  Products found to be defective 30 days after the shipping date and within the warranty are eligible for RMA returns.

PROCEDURE

WARRANTY & SERVICE POLICY

• Warranty

  • All of Vecow products have a two‐year conditional warranty.
  • The warranty does not cover damage resulting from: misuse, accidental damage, abnormal overloading use,negligence, abuse, revisions, improper setup, illegal repair or revisions, improper testing, over temperature/ humidity specification, power surges, power spikes, power loss, natural disasters, or acts of God.
  • Products not covered by the warranty include consumable products, accessories, software, and second‐hand products.
  • Products with a missing or damaged serial number label are not covered by the warranty.
  • Products are considered as DOA if during the first 30 days from the shipping date conclusive tests are performed that result in No Post or No Display.
  • After 30 days from the shipping date, defective products covered within the warranty are considered as RMA.

• Service during DOA Period

  • All of Vecow products have a two‐year conditional warranty.
  • No replacements will be provided if Vecow finds that the returned DOA products function properly after Vecow tests the products. In addition, the returned shipping costs for those non‐defective DOA products will be at the customer’s expense.
  • DOA products should be returned in the original packaging and with all of the original accessories (cables, CD, and manual). Otherwise, the products will be considered as RMA (Return as received).

• Service during RMA Period

  • Repair of in‐warranty RMA products is free of charge for both labor costs and components. However, repair fees will be charged, if the repairs are for problems resulting from any improper handling and/or utilization. Additionally, component costs will be charged separately.
  • Both the shipping method and shipping costs of RMA products being returned to Vecow is the responsibility of the customer.
  • Vecow will be responsible for both the shipping method and shipping costs of RMA products (in the warranty period) being sent back to the customer. Shipping costs for returning out‐of‐warranty RMA products is at the customer’s expense.
  • Vecow has the right to reject to provide repair services for products no longer in warranty. If Vecow chooses to provide repair services, the customer will be charged for the repair fees, and component fees. Additionally, the customer will be responsible for all shipping costs.