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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.


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:

Catalog

Product line

Warranty period (Month)

General Storage

DVR

36

NVS

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

EZ-IP 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
(Parking/Signal Controller/Traffic Accessory/ITC)

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
DHI-ISC-ZXXXX 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.



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