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.
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.
Download
From now on, our customers in a project can enjoy lower cost, longer warranty period, and more reassuring services.
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.
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:
| Product line | Warranty period (Month) | |
| General Storage | DVR | 36 |
| NVR | 36 | |
| ATM | 36 | |
| Broadcasting | 36 | |
| Recording | 36 | |
| Mobile Portable Terminal | Mobile Portable Terminal | 36 |
| IP Storage | EVS | 60 |
| ESS | 60 | |
| IVSS | 60 | |
| IVD | 60 | |
| HDCVI Recorders | WizSense Series (4/8 Sata only) | 60 |
| Cooper Series | 24 | |
| Other series | 36 | |
| Network Recorders | WizMind Series | 60 |
| Ultra Series | 60 | |
| EZ-IP Series | 24 | |
| Other series(Except HDD ,Fan, battery, power supply) | 36 | |
| Storage Medium | Surveillance HDD | 36 |
| Enterprise HDD | 60 | |
| SSD(C800A series 500G above capacity) | 60 | |
| Other SSD series | 36 | |
| PSSD | 36 | |
| Memory Card(C100 series) | 84 | |
| Memory Card(N100 series) | 36 | |
| Other Memory Card | 36 | |
| USB flash drives | 60 | |
| DRAM | Lifetime warranty | |
| Network Camera/Wi-Fi Camera/IOT Camera | WizMind 5/7/8 Series | 60 |
| WizMind Panoramic Series | 60 | |
| WizMind Special Series | 60 | |
| Pro 5 Series | 60 | |
| Panoramic Series | 60 | |
| Special Series | 60 | |
| 1/2/3/4 Series | 36 | |
| Wi-Fi Series | 36 | |
| EZ-IP Series | 24 | |
| HDCVI Cameras | Pro Series | 60 |
| Panorama Series | 60 | |
| Micro-size Series | 60 | |
| HAC-1 Series | 36 | |
| COOPER series | 36 | |
| EZ-IP Series | 24 | |
| Other series | 36 | |
| Thermal Security Camera | TPC-DF1XXX/TPC-BF1XXX/TPC-BF2XXX/TPC-BF4XXX/TPC-BF5XXX | 36 |
| TPC-AEBF5XXX | 36 | |
| TPC-SD2XXX/TPC-SD4XXX/TPC-SD5XXX | 36 | |
| TPC 8 series | 36 | |
| Thermal Temperature Monitoring Camera | TPC-BF5XXX/TPC-BF3XXX/TPC-BF2XXX/TPC-DF1XXX/TPC-BF1XXX/TPC-HT2XXX | 24 |
| Blackbody JQ-D70Z/ TPC-HBB series | 24 | |
| Transmission | Wireless series | 24 |
| Industrial PoE Switch | 60 | |
| Aggregation Switch | consult local sales | |
| Other series | 36 | |
| Accessory | Camera mount | 36 |
| lenses | 36 | |
| housings | 36 | |
| testers | 36 | |
| video extension | 36 | |
| cabinets | 36 | |
| radar series | 36 | |
| CVI accessories | 24 | |
| power supplies | 24 | |
| UPS | 24 | |
| solar power series | 24 | |
| Surge protector | 12 | |
| distribution box | 12 | |
| batteries series | 12 | |
| Cables | 120 | |
| PTZ Cameras | WizMind Series | 60 |
| Ultra Series | 60 | |
| Positioning System | 60 | |
| AntiCorrosion Cameras | 60 | |
| Explosion-Proof Cameras | 60 | |
| WizSense Series/Pro Series/Lite Series | 36 | |
| HDCVI PTZ Cameras | 36 | |
| DHOP Series | 36 | |
| EPC-PTZ | 36 | |
| Traffic | Road intelligent traffic cameras | 36 |
| Speed Measuring System | 36 | |
| Accsss ANPR cameras | 36 | |
| Geomagnetic | 36 | |
| Edge Storage | 24 | |
| Traffic signal controller | 24 | |
| Spot detection cameras | 24 | |
| gateway | 24 | |
| Traffic signal light | 24 | |
| Radar | 24 | |
| Supplement Light | 24 | |
| Lens | 12 | |
| Accessory | 12 | |
| LED Screen | 24 | |
| Cabinet | 12 | |
| Detection and control equipment | 24 | |
| Barrier | 24 | |
| Automatic Terminal | 24 | |
| Springs/keys/remote control for barrier(Non-human damage) | 3 | |
| Intelligent buildings | wired accessories | 36 |
| wired detectors | 36 | |
| Access Control/Alarm/Video Door Phone | 36 | |
| Alarm | Alarms | 24 |
| detectors | 24 | |
| wired accessories (except keypads, expandion modules) | 24 | |
| IoT sensors | 24 | |
| Central products | keyboards | 36 |
| switches | 36 | |
| other Series | 36 | |
| Smart Interactive Whiteboard | all DeepHub Interactive Whiteboard, including DHI-LPH/LCH**-MC/MT*** and DHI-LPH/LCH**-SC/ST*** | 36 |
| wireless screen-sharing dongles | 18 | |
| mobile stands | 18 | |
| stylus pen | 18 | |
| Display & Control Products | Monitor | 36 |
| Television | 36 | |
| LCD video wall | 36 | |
| Digital Signage | 36 | |
| Project type LED Displays(≤P2.5) | 24 | |
| Project type LED Displays LED (>P2.5) | 24 | |
| Channel type LED Display | 24 | |
| Control：Control series | 24 | |
| BIG DATA | Private Cloud | 60 |
| Cloud computing | Public Cloud | 60 |
| IVS | Intelligent Server | 60 |
| Video Conference | USB Camera | 24 |
| Speakerphone | 24 | |
| USB Accessories | 24 | |
| Conference Camera | 36 | |
| Video Conference System | 36 | |
| Audio and Paperless Products | 12 | |
| Fire Control | Smoke Alarm | 60 |
| Carbon Monoxide Alarm | 60 | |
| AI-Fire Smoke Sensing Network Camera | 36 | |
| Gas alarm | 36 | |
| Dahua Automotive Technology | Auto-Outsourcing | 12 |
| Auto–Camera | 24 | |
| Auto–Radar | 36 | |
| Auto–Mobile:Main device | 36 | |
| Auto–Mobile:Accessory | 12 | |
| Auto–OEM | 36 | |
| Auto-Software(customized software verison 12 months) | 36 | |
| Drone | Drone( of which batteries and pastes are not covered by warranty) | 12 |
| Security Inspection | AI security screening server ISC-S series | 24 |
| Machine Security Screening Machine Security ISC-M series | 24 | |
| walk through metal detector ISC-D1XXL series | 24 | |
| walk through metal detector ISC-D series( Except ISC-D1XXL series) | 24 | |
| Hand held metal detector ISC-H series | 24 | |
| AM Electronic Article Surveillance(EAS) System ISC-EA series (Antenna) | 24 | |
| AM Electronic Article Surveillance(EAS) System ISC-ED series (Deactivator) | 24 | |
| Under Vehicle Surveillance Series DHI-XIS-CXXX Series | 24 | |
| Hydraulic Bollard Series | 24 | |
| Software | Software(non-custom software) | 36 |
| Software(customized software version) | 12 |
*The standard Warranty Period for consumable parts such as a 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 Distributor while ordering DAHUA products, the contract shall prevail.
*For after-sales services of the products purchased by Distributor who have concluded a separate warranty agreement with Dahua or its affiliates, that warranty agreement shall prevail between Dahua and the concerned Distributor.
*DOA (Defect on Arrival): any claim in respect to DOA shall be made in writing by Distributor to Dahua within 90 days from Dahua shipment date. After Dahua’s confirmation of the DOA, Dahua shall replace with a new product. Note：Packing defects are not included.
*Thermal Security Camera wearing parts separately have a warranty period of 12 months. List of wearing parts: PTZ unit, conductive slip ring, motor, timing belt, oil seal, wiper, fan, lens motor, lens potentiometer, thermal imaging core shutter, lens limit switch, thermal lens protecting window, lens coating( thermal lens and visible lens), laser range finder, laser illuminator.
*Thermal Temperature Monitoring Camera wearing parts separately have a warranty period of 12 months. List of wearing parts: thermal core shutter, thermal lens, thermal lens protecting window.
*PTZ Cameras wearing parts separately have a warranty period of 12 months. List of wearing parts: coaxial cable, conductive slip ring, motor, belt, wiper,fan, lens motor,laser,horn, buzzer,protective window coating,anticorrosive coating,adapter.
*Fire Control:
a.The battery life is determined according to the actual usage, which is NOT within the scope of the product warranty.
b.Malfunction not caused by the equipment itself is NOT within the scope of product warranty, including long-term use of the smoke chamber, leading to false alarms and malfunction and there has been a real smoke alarm during usage, which needs to be repaired, cleaned and replaced.
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.
