Dahua CEE&Nordic Warranty Policy
Dahua CEE&Nordic Product Warranty
Applicable Region and Date
This document sets forth the return and repair policy applicable to the products that are purchased from Dahua authorized distributors starting from 1st, January, 2020 in CEE&Nordic Region. (“Dahua”).
The CEE&Nordic region refers to the markets as below listed – Poland, Romania, Serbia, Czech Republic, Slovakia, Hungary, Slovenia, Bulgaria, Albania, Bosnia and Herzegovina, Croatia, Denmark, Finland, Greece, Iceland, North Macedonia, Montenegro, Kosovo, Norway, Sweden, Republic of Lithuania, Estonia, Latvia, Turkey, Cyprus, Israel, Palestine
DAHUA accepts the RMA (Return Merchandise Authorization) requests from the Direct Purchasers and Authorized Distributors. If you have any problem about our products, please contact the Distributor from whom you bought the products.
Dahua reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice. If there is any conflict with contract terms and conditions, the contract terms and conditions shall prevail.
Warranty Period
Dahua hardware products are generally covered by a THREE (3) year warranty. Several products may have different warranty period. Please check below table for more details:
5-Year Quality Guarantee
Selected project-based Dahua products shipped on January 1, 2022, onwards are now covered by the upgraded 5-year warranty, free of charge. (Details as attached:https://material.dahuasecurity.com/uploads/soft/20220516/Leaflet_Dahua-5-year-Warranty_V1.0_EN_202205.pdf)
Warranty term starting dates – The warranty period for any product start on the date that the distributor ships and invoices the product to dealer/end-users, whereas it cannot be later than 6 months from the date of release from DAHUA’s warehouse.
* The standard warranty period for consumable parts such as mouse, power cord/data cable and support is 3 months.
* If the part repaired is less than 3 months to the end of the free warranty period from the date of repair, the part’s free warranty service period shall be extended to 3 months after the date of repair. In case of the same fault not for human factors, out-of-warranty products repaired shall have a warranty period of 6 months.
* If the warranty period is otherwise agreed by the contract signed by the customer while ordering the Company’s products, the contract shall prevail.
* For after-sales services of the products purchased by customers who have signed a clear warranty agreement, the warranty agreement shall prevail.
* Promotional equipment do not provide replacement or return services. Please refer to promotional contracts if any.
* Wearing parts of network cameras separately have a warranty period of 12 months. List of wearing parts: coaxial cable, conductive slip ring, motor, belt, wiper.
* Wearing parts of thermal camera separately have a warranty period of 12 months. List of wearing parts: PTZ (outsourced), conductive slip ring, motor, timing belt, oil seal, bearing wiper assembly, fan, lens motor, lens potentiometer, thermal imaging core baffle, lens limit switch, thermal lens protecting window, lens coating( thermal lens and visible lens), laser range finder.
* Wearing parts of thermal body temperature monitoring camera separately have a warranty period of 12 months. List of wearing parts: thermal core shutter, thermal lens, thermal lens protecting window.
* Cabling (Cables) have a warranty period of 120 months.
* Intelligent buildings: Wired accessories, wired detectors have a warranty period of 12 months.
Dahua Defect-on-Arrival (“DOA”) Process Procedures:
If you receive products that are found to be Defect on Arrival(“DOA”) – either: (1) not in good working order right out of box; or (2) found to be defective within 30days from the date of purchase, after Dahua verification, you are authorized to receive an automatic new device replacement. Please submit a ticket through Dahua CEE&Nordic Helpdesk portal (https://dahua.support) with information - Model Name, Serial Number, Purchase Proof and defect descriptions to let us help you.
Limitations & Waiver:
1 Alterations will void any warranties the products may have, or had. Examples of alterations may include:
- Counterfeit Dahua Product Label(s).
- Products with any of the labels missing.
- Jumpers, wires, or any other mechanical/electronic parts are added to the product.
- Any part or component is removed from the original product.
- PCBA/Lens/Housing/Other Parts are disassembled then assembled incorrectly.
- Any attempt to repair or alter a product outside of a Dahua RMA Center.
- Labels have been switched:
- Genuine Dahua labels on non-Dahua products.
- Genuine Dahua label(s) on different Dahua product(s).
- Labels exhibit tampering.
- Label missing standard printing such as FCC, UL or Serial Number or Model Name.
- Serial number on a product does not match with the packaging for such product.
- Any other change in original state of the product.
2 Any physical, or accidental, damage to a product will void any warranties the products may have, or had. Examples of physical, or accidental, damage may include:
- Broken pins on connectors
- Blown power board due to applying wrong voltage and/or current.
- Connector(s) are damaged, cracked, missing or broken.
- Damaged components on the circuit boards.
- Dented product case / housing.
- Torn or punctured lens cover, case and/or any other parts.
- Deep scratch on the Product.
- Loose, damaged, or missing screws.
- Missing circuit board(s)
- Obscured fan/heater parts (if applicable).
- Stripped mounting hole threads,
3 The malfunction of a part is determined to be due to a Customer Induced Defect or Damage (“CID”) including but not limited to an attempted repair, unauthorized repair, accident, misuse, abuse, neglect, improper maintenance, installation and connection, malfunction of a peripheral device(s), rust or deterioration caused by improper storage, will void any warranties the products may have, or had.
4 DAHUA shall not be responsible for the removal of system settings in Products repaired. When sending the Product for repair, a copy of settings should be saved so that it is available should the data be lost. DAHUA shall not be responsible also for the loss of data saved on hard disks or other media.
