Warranty

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QSAN Warranty and Repair Policy

This limited warranty is not transferable and applies only to QSAN-branded products, including the hardware components, software and firmware offered by QSAN. For OEM/White box partners, please contact your QSAN sales representative for warranty service. QSAN hold no responsibility of any interoperability or compatibility issue that may caused by (a) peripheral software/ hardware which is not on the QSAN compatibility list is used; (b) configurations not supported by QSAN are used. Customers have to take full responsibility on maintaining all necessary data backup plans for any data losses as a result of using QSAN products.

QSAN Product Warranty Policy Summary
 
 

A. Standard Warranty

B. Optional Extended Warranty

C. Out of Warranty

D. Non-Warranty

Warranty Period

First 36 months (12 months for battery)

Up to extra 24 months after standard warranty expiration

After 36 months (12 months for battery)

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Cost of Shipping to QSAN

Paid by customer

Paid by customer

Paid by customer

Paid by customer

Cost of Shipping to Customer

Paid by QSAN

Paid by QSAN

Paid by customer

Paid by customer

Repair/Replacement policy

Repair or replace with new, comparable or reconditioned product

Repair or replace with new, comparable or reconditioned product

Repair/ return

Repair/ return

 
A. Within the Standard Warranty Period
 
  • QSAN warrants to the direct customer that, under normal use and service, product purchased from QSAN or QSAN authorized distributors/resellers will be free from defects in material and workmanship for a period of 36 months from the date of delivery of the product.
  • The warranty offered by QSAN covers the following services:
  1. QSAN shall, at its option and expense, repair or replace the defective products within fifteen (15) working days, from receipt and not including the days of shipping back to the customer. The replacement shall be with new, comparable, or reconditioned products with latest version of software.
  2. Customer shall be responsible for the freight of shipping back the defective products to QSAN for repair. QSAN will be responsible for the freight of shipping the repaired/replacement products to the customer. If the customer has a pending delivery, the repaired/replacement products will be following customer's instruction to ship either together with the customer's other order or ship separately. Both parties agree to use the same means of shipping.
  3. All products repaired or replaced under warranty shall carry a warranty equal to the period of time remaining on the warranty based on the original delivery date.
  4. Defective products or parts, if replaced, automatically become the property of QSAN.
     
B. Extended Warranty
 
  • In addition to the standard three years warranty, QSAN offers an extended warranty of another two years for the product you purchased. Customers can purchase this extended warranty at the time of sale or within the standard warranty period. For more detailed information, please contact our sales representatives.
  • Depends on the required components availability, QSAN holds the right on selling the extended warranty to any sold unit.
 
C. Out of Warranty
 
  • "Out-of-warranty" refers to those products that are no longer within the warranty period.
  • QSAN will repair or replace the out-of-warranty defective products for customer. However, that any such repair or replacement is contingent upon the availability of the required components.
  • Customer shall be responsible for two-way shipping, packing, insurance, and other costs, including necessary labor and parts for requesting QSAN to repair or replace the out-of-warranty defective products.
  • QSAN shall provide a Performa Invoice alone with a page of inspection report showing the defective points and solutions of the out-of-warranty defective products in three (3) working days from receipt of the return defective products. QSAN will move to the repair process only after receipt of customer's sign back PI copy to confirm accepting the repair cost and the payment T/T in advance. QSAN will send back the repaired/ replaced product within fifteen (15) working days from receipt of customer's payment for repair.
  • If the customer has a pending delivery, the repaired/replacement products will be following customer's instruction to ship either together with the customer's other order or ship separately. Both parties agree to use the same means of shipping.
  • All out-of-warranty products serviced for a fee will have ninety (90) days of extended warranty on the function of the hardware component replaced. The ninety (90) day warranty shall begin on the date the repaired product ships from QSAN.
  • QSAN reserves the right to inspect products returned from its customers in order to determine the cause of the problem. QSAN shall return defective products that could not be repaired at no-charge, except for shipping costs.
 
D. Non-Warranty
 
  • Warranty offered by QSAN does not cover product problems related to the following:
  1. Products damaged during shipping due to insufficient or improper packaging.
  2. Product repaired, dismantled, or altered by unauthorized technical personnel.
  3. Damage caused by computer viruses.
  4. Damage caused by force majeure (such as fire, flood, etc.).
  5. Damage caused by normal wear of parts, scratches, surface rust or deterioration, improper use, improper storage, improper testing, negligent use of improper voltage or current, accidental damage, abnormal or unusual use, use of unauthorized accessories or modules, use contrary to the operating instructions, or lack of regular maintenance.
  6. Removed warranty seals or serial n umber stickers which void our warranty.
  • QSAN reserves the right to inspect products returned from its customers in order to determine the cause of the problem. QSAN shall return defective products that could not be repaired at no-charge, except for shipping costs.
 
DOA Service
 
  • Dead on Arrival (DOA) Service request is valid within One (1) month from the date printed on the invoice. Buyer shall check and find the defective product serial number firstly. QSAN reserves the right to confirm if Buyer’s DOA request is valid. After validation, QSAN will issue a DOA number to Buyer.
  • In the case of DOA, QSAN will be responsible for transportation charges to and from Buyer. 
  • DOA and RMA items are not allowed to mix together and send back to QSAN in the same shipment. If Buyer mixed DOA and RMA items together and send back to QSAN, the Buyer is responsible for the transportation charge of RMA items from QSAN to Buyer after repair.
Request RMA from QSAN
 
  • No product may be returned directly to QSAN without first requesting a Return Material Authorization (RMA) number from QSAN. Any product returned without an authorized RMA number will be shipped back to the customer directly at the customer’s expense.
  • The customer has to fill out the RMA form with information including,
  1. Product Model
  2. Unit Serial Number
  3. Component Serial Number
  4. Problem description
  5. Test has been taken to determine the problem if any
  6. RMA Number (Filled by QSAN after RMA request is accepted)

RMA form has to be sent with RMA request to QSAN to apply RMA number.
 
  • A RMA number will be issued to customer upon hardware defect issue is confirmed by QSAN. QSAN shall ask more information from customer before issuing a RMA number if the RMA form is not filled out properly or the problem description is insufficient.
  • Once customer receives a RMA number, please place a copy of the RMA form together with the defective product and ship back to QSAN.
  • The defective products have to be shipped to QSAN within thirty (30) days since the RMA number issued by QSAN. The RMA number voids automatically if QSAN does not receive the defective products within thirty (30) days.
  • Returned products must be packed properly and safely, preferably in the original packaging. A copy of the RMA form should be put together with the products for identification. QSAN has no responsibility for any damage or loss during transportation.
  • QSAN holds the right to charge customer on the expense of shipping the products back to customer if no defects are found in the returned products.