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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.


Product Catalog

Product line

Warranty Period

General Storage

DVR/ NVS/ ATM/Recording & Broadcasting

36 months

Mobile Portable Terminal

Mobile Portable Terminal

36 months

IP Storage

EVS/ESS/ Intelligent Video Surveillance Server

36 months

HDCVI Recorders

HCVR

36 months

Network Recorders

NVR

36 months

Storage Medium

HDD/SSD/PSSD

36 months for Surveillance HDD, 60 months for Enterprise HDD

Memory Card

24 months, of which C100 series have a warranty period of 84 months and N100 series have a warranty period of 36 months

USB flash drives

60 months

DRAM

Lifetime warranty

Network Cameras

Network Camera/Wi-Fi Camera/IOT Camera

36 months

Analog Cameras

Analog Camera

36 months

HDCVI Cameras

HDCVI Camera

36 months

Thermal Cameras

Thermal Camera

36 months

Thermal Body Temperature Monitoring Camera

a). Camera TPC-BF5XXX/ TPC-BF3XXX/ TPC-BF2XXX series with 24 months,

b). Camera TPC-DF1XXX/ TPC-HT2XXX series with 12 months.

c). Blackbody JQ-D70Z/ TPC-HBB series with 12 months.

Transmission

Network Transmission/Cyber Security

36 months

Accessory

Cablingdistribution box

12 months

Detectorradar series

36 months

Camera accessoryCamera mount/lenses/housings/testers/video extension/cabinets

36 months

Camera accessoryCVI accessories

24 months

Camera accessorySurge protector

12 months

Power: power supplies/UPS/solar

24 months

Power : batteries series

12 months

PTZ Cameras

Explosion-proof System/Network PTZ Camera/Positioning System/HDCVI PTZ Camera

36 months

Traffic

ITC Road intelligent traffic cameras/ Speed Measuring System/Access ANPR camerasIn addition to algorithm customization, function customization requires a customization fee/ Spot detection camerasIn addition to algorithm customization, function customization requires a customization fee

36 months

signal controllersignal controllersignal controller

24 months

signal controllerTraffic signal light

12 months

Traffic AccessoryEdge Storage

24 months

Traffic Accessory Geomagnetic and gateway/ Traffic signal light/ Radar/ Supplement Light/ Lens/ Accessory/ LED Screen/ Cabinet/ Detection and control equipment / Barrier/ Automatic Terminal

12 months

Parking Springs, keys and remote control for barrier(Non-human damage)

3 months

Intelligent buildings

Access Control/Alarm/Video Door Phone

36 months

Central products

Display Control/Video Decoder/Keyboard/Central Control

36 months

Interactive Flat Panel Display

Intelligent Education/Intelligent Display

36 months

HiBoard Series and LU Series

12 months

OPS

36 months

Wireless screen sharing cable, mobile stand and pencil

18 months

Display & Control Products

Monitor/Television/LCD video wall/Digital Signage

36 months

LED Displays

24 months

Control

Control series: 24 months;

Keyboards: 12 months

Cloud computing

Private Cloud/Public Cloud

hardware 36 months; software 12 months

IVS

Intelligent Server

36 months

Video Conference

Video Conference

36 months

USB Camera

36 months

Audio and Paperless Products

12 months

Smart Fire Control

Smart Fire Control

24 months

Drone

Drone

12 months, of which batteries and pastes are not covered by warranty.

Security Inspection

AI security screening server ISC-S series, Machine Security Screening Machine Security ISC-M series, walk through metal detector ISC-D series, Hand held metal detector ISC-H series

24 months

AM Electronic Article Surveillance(EAS) System
ISC-EA series (Antenna), ISC-ED series (Deactivator)

12 months

* 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.



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