WARRANTY TERMS
Denuo Industrial Co., Ltd. (Denuo) guarantees that the products sold through its authorized channels are free from defects in materials and workmanship.
The warranty period for all products is 12 months from the date of purchase by the original end-user customer, or 13 months from the date of shipment by Denuo, whichever is shorter.
To claim warranty service, the customer must contact the authorized distributor or reseller where the product was purchased and provide the product serial number to verify the warranty status. The customer must also obtain a Return Merchandise Authorization number (RMA#) and fill out an RMA form with the product details and the problem description. The RMA form and the RMA# must be included with the product when it is returned for service.
Warranty service is only available in the region where the product was originally shipped by Denuo, and may be subject to regional variations in warranty terms and conditions.
Limited Hardware Warranty
Denuo warrants that its products will perform substantially by the product specifications under normal use and service for the duration of the warranty period. This limited hardware warranty does not cover:
- Failure to follow the product instructions or user manual.
- Damage caused by unauthorized firmware upgrade or modification.
- Damage caused by misuse, abuse, negligence, or accident.
- Damage caused by improper installation, maintenance, or repair by unauthorized personnel.
- Damage caused by external factors such as power surges, fire, water, or natural disasters.
Warranty Exclusion
The warranty is void if the product is purchased from an unauthorized distributor or reseller.
Warranty is void if the product is tampered with, altered, or damaged in any way, either internally or externally.
The warranty is void if the product is returned for service without proper packaging or with missing or damaged parts.
Warranty is void if the product has been subjected to any operation or condition that exceeds the product specifications or limits.
This product comes with a limited warranty that covers defects in materials and workmanship under normal use and service. However, this warranty does not apply to any of the following situations:
- The product is damaged due to improper working environment or operation. This includes, but is not limited to, improper temperature, humidity, unusual physical or electrical stress or interference, failure or fluctuation of electrical power, static electricity, using the wrong power adapter, etc.
- The product is damaged due to improper installation of third-party products that are not compatible or authorized by Denuo.
- The product is damaged due to irresistible causes, such as earthquake, fire, lightning, flood, etc. that are beyond our control and responsibility.
- The product is beyond the warranty period specified in the warranty card or invoice.
If you need to replace or repair your product within the warranty period, please follow these steps:
- Contact your distributor/reseller and provide them with the proof of purchase and a detailed description of the problem.
- Follow their instructions and return policy to send back the product with all the accessories and original packaging.
- Our technicians will inspect the returned product and determine whether it is eligible for replacement or repair.
- If the product is defective and covered by the warranty, we will replace it with a new or refurbished one and ship it back to you at our expense. The replacement product will inherit the remaining warranty period of the original product.
- If the product is not defective or not covered by the warranty, we will send it back to you as it is. You will be responsible for all the shipping and handling costs incurred in this process.
If you need to repair your product after the warranty period has expired, please follow these steps:
- Contact us and provide us with the model number and serial number of your product and a detailed description of the problem.
- We will give you an estimate of the total cost of repair, which includes the device cost and the service fee. The device cost is based on the standard uniform price provided by Denuo. The service fee may vary depending on the complexity and extent of the damage.
- If you agree to proceed with the repair, we will send you an invoice and instructions on how to send back your product.
- Once we receive your product and payment, we will repair it as soon as possible and ship it back to you. You will be responsible for all the shipping and handling costs incurred in this process.
- The repaired product will have a 3-month warranty from the date we ship it back to you.
We appreciate your business and support. If you have any questions or concerns about our products or services, please do not hesitate to contact us.
CHARGES
Denuo maintains a database of serial numbers and MAC addresses for all products sold, along with their order and shipment dates, to verify the warranty status of each product.
Shipping Charge:
In warranty:
If the defect rate is less than 5% in one shipment, the customer is responsible for the local cost and the shipping cost to Denuo, and Denuo is responsible for the local cost, repair fee, and shipping cost back to the customer.
If the defect rate is between 5% and 20%, Denuo covers the repair fee and the shipping cost both ways.
Out of warranty:
If the faulty products are out of warranty, the customer must pay for the customs duty both ways, the repair fee, the parts fee, and the shipping cost both ways.
Repairing Charge:
For within warranty: Denuo does not charge any repair fee.
For out-of-warranty: The customer must pay a repairing fee based on Denuo's repair cost estimate, which includes the components cost and the labor cost.
PROCEDURES
The following guideline is for warranty work performed. Please follow these steps before sending RMA items to Denuo.
- Return Material Authorization (RMA) Form
1). Contact your Denuo sales manager or support engineer to obtain an RMA number. If you cannot find their contact information, please send an email to sales@comdenuo.com
2). Complete the Return Material Authorization Form and put it in the box with the item(s) being returned.
3). Email a copy of the RMA request form to Denuo.
4). Return the authorized item(s) as per the shipping instructions. To avoid increasing freight costs, do not include any accessories with the RMA item(s), such as adapters, batteries, or inner boxes.
5) Our after-sales team will process your request as soon as possible.
- Pay the Repairing Charge
Customers who have products that are out of warranty must pay the repair charge according to the Denuo repair cost confirmation within 5 working days. After receiving the payment, Denuo will proceed with the following process.
Denuo reserves the right to dispose of the RMA item(s) if the customer does not sign back the repair cost confirmation form within 30 days.
- Denuo Return Repaired Item(s)
Denuo will notify the customer when the repair is completed. The customer must provide Denuo with the return collection address for shipment within 3 working days.
Denuo will arrange the shipment based on the customer’s instructions.
Denuo reserves the right to dispose of the repaired item(s) if the customer does not claim them within 30 days from the date of notification by Denuo.
