Dear Valued Customers:

Please query the Dahua RMA Service centre’s information and the Policy as below and connect them to get the support! The Warranty period start from the Official purchase invoice date.

Dahua Warranty Policy- Monitor/Whiteboard

Dear Valued Customers,

Please refer to the warranty policy details applicable to the Monitors/Whiteboards for Dahua Technology India Private Limited (“Dahua”).

If you have any queries, kindly refer to the contact details below. We request you to kindly review the General Terms & Conditions listed below.
Mail us at Customer Support： supportindia@Dahuatech.com

Customer Care helpline No: 1800-103-5719 (Monday to Friday 8:00am to 8:00pm, Saturday: 10:00am to 6:00pm).

Mandatory information required for call registration:

Warranty Terms and Conditions:

1. Dahua warrants the product you have purchased from Dahua or Dahua distributor, reseller, or vendor (“Authorized Partners”) to be free from manufacturing defects in material and workmanship under normal use. Your sales receipt is the proof of purchase of the product and the warranty period commences from that date.

2. During the Warranty Period as indicated above, Dahua will replace defective products with new parts or serviceable parts or products that are equivalent to new parts or products in performance at no additional charge. All replaced or exchanged parts which are removed under this warranty will become the property of Dahua.

3. Dahua reserves the right to require proof of purchase and/or inspection of the defective product prior to issuing a replacement. This replacement clause applies only to defects covered under the terms of this warranty and does not extend to damages resulting from misuse, neglect, or unauthorized alterations to the product.

4. Availability of service and response-time estimates for any given case may vary according to the remoteness or accessibility of product location.

5. Dahua at its option may invalidate this warranty and/or decline a warranty claim if the defect claim has arisen for any reason other than defective parts or workmanship.

6. Following are the circumstances of Exclusions from Warranty Coverage in which Dahua may invalidate a warranty claim include but are not limited to the following:

• Accidental damage, misuse, or abuse of the product, unauthorized modifications or repairs.
• For any bug/dust/dirt appeared on the panel (blackish / greyish) may be appeared due to environmental condition (rainy days, the panel has temperature, when environment has moisture and air dust (between cell glass and Film) combined together, panel very easy to has this   symptom)
• Use of the product within an improper or inappropriate operating environment; like grounding (earthing) issue, heavy dust; improper shutdown etc.
• Non-Genuine Dahua consumables were used with the device.
• The installation, maintenance or usage is not as per Dahua standards
• If the defect or damage caused by computer virus attack, natural disaster, use of third-party accessories, optional products or consumables.
• Improper use / usage not in accordance with product instructions or poor handling by customer.
• Unreasonable or excessive use
• Act of God, fire, flood, act of violence or any similar occurrence.

Dead/Defect on Arrival (DOA) Policy- within 7 days from invoice date:

If the product is found defective at the time of arrival, then customer shall inform us at our toll-free help line number immediately. Our Customer Care Helpline No is: 1800-103-5719.

Our engineer will call/visit at given address, after diagnose the technical problem due to manufacturing defect and not repairable on-site, the complaint shall qualify as DOA and will be covered by our DOA warranty replacement process.

For DOA, the Unit must be intact with complete packing with all related accessories and must inform within 7 days from date of purchase.

Out of Warranty (OOW)Repair Charges:

Note: The above charge includes visit and fault analysis charge, spare parts cost will be extra as per actual.

Frequently Asked Questions (FAQ’s):

Q1.  HOW ANYONE CAN REGISTER A NEW SERVICE REQUEST?

Ans.1 Please write to us with your product details like model number, serial number, the problem you face and your address and contact numbers.

Email: supportindia@dahuatech.com

Else you could also call us on our helpline numbers given below:
Customer Care No: 1800-103-5719 (Monday to Friday 8:00am to 8:00pm, Saturday: 10:00am to 6:00pm)

Q2.  WHAT IS THE STANDRED WARRANTY PERIOD FOR DAHUA MONITOR/WHITEBOARD?

Ans.2 The standard warranty period for Dahua Monitors is 36 months from the date of purchase invoice. During visits by our technicians to your location, it is required to present the invoice. Failure to provide the invoice will result in the product being considered out of warranty, and as such, visit charges will apply. These charges will depend on the distance from our authorized service center to your location and must be paid to our technician at the time of the visit. Additionally, if any spare part is used for repair, the corresponding cost must also be paid at the same time.

Q3.       WHAT ARE THE TERMS AND CONDITION FOR IN WARRANTY?

Ans.3 Subject to the terms and conditions set out below, Dahua agrees to repair or replace the Product in circumstances where the Product is under the Warranty Period: -

· Warranty is limited to the initial purchaser of the product and is non-transferable.

· Warranty is only valid upon presentation of the purchase tax invoice, which must include the product name and serial number & date of purchase.

· During the warranty period, the product will only be repaired by replacing the parts. Customers may not necessarily receive a new replacement unit. However, entire unit replacement may be done in such a scenario where there are no spares available / model is discontinued.

· In case the replacement of the entire unit is being made (subject to the sole discretion of Dahua), the same model shall be replaced and in the event such model has been discontinued, it shall be replaced with a model of equivalent value as deemed by Dahua. The warranty on replacement model shall remain in force only for the unexpired period of the warranty based on original purchase tax invoice.

· In the event of repairs/replacement of any part/s of the Product, this warranty will thereafter continue and remain in force only for the unexpired period of the warranty. Moreover, the time taken for repair/replacement and in transit whether under the warranty or otherwise shall not be excluded from the warranty period.

· The company or its authorized service center, reserves the right to retain any part/s or component/s replaced at its discretion in the event of a defect noticed in the equipment during the warranty period. The part/s or component/s or unit/s replaced will become the property of the company.

· The company's obligation under this warranty shall be limited to repair or providing replacement of part/s only. This warranty shall not cover any consequential or resulting liability, damage or loss to property or life arising directly or indirectly out of any defect in the product. The maximum claim/s if entertained by the company will be subject to the maximum retail price of the product purchased or amount mentioned in the purchase invoice, whichever is lower.

· In the event of any unforeseen circumstance, and spares not being available, the company's prevailing depreciation rules will be binding on the purchaser to accept as a commercial solution in lieu of repairs.

· The warranty does not cover any accessories external to the equipment like the cables, remote control, batteries, base / stand, adaptors, etc.

· The warranty will automatically terminate on the expiry of the warranty period, even if the product may not be in use for any time during the warranty period for any reason.

Q4. WHAT IS NOT COVERED UNDER THE WARRANTY?

Ans. 4 The standard warranty is not applicable in the following circumstances: -

· If the serial number of the product is tampered;

· If any unauthorized person has opened the product or tried for repairs;

· If the original purchase invoice is not shown to the authorized technician upon request;

· If the defect is caused due to high humid environment or the product is not used according to the instructions given in user manual;

· If the defects are caused due to improper use or handling of the product as determined by our authorized technician/ representative;

· If the defects are caused due to reasons beyond our control like lightening, fire, abnormal voltage spike, electrical short circuit, improper grounding, floods, earthquakes, terrorism or any act of God;

· For defects caused due to normal wear and tear such as scratches on the body of the product, colour fading etc;

· For any user induced damages, physical damages, damages to the liquid crystals on the panel, defects caused due to liquid spillage such as air bubbles (commonly called as black spot-on screen), patches or mura effect due to uneven external pressure on the panel, dust inside the panel, defects arising due to modification or alteration of any nature made in the electrical circuitry or physical construction of the product;

Note: Any dispute related to warranty of the product is subjected to exclusive jurisdiction of the courts at New Delhi.

Q5. HOW TO CLEAN THE MONITOR?

Ans. 5: Turn off the monitor first. Gently wipe away any dust on the computer monitor using a very soft cloth. Wipe the flat screen as softly as possible, starting at one side and swiping straight across. Do not rub the flat screen in a circular or up and down motion, as this could scratch the flat screen. Do not try to wipe away any streaks, spots or grime with the dry cloth either. The purpose of this step is simply to wipe off as much dust as possible.

After dusting, moisten a special cleaning cloth or tool, or another clean, soft cloth with special liquid cleaner for flat screens, distilled water, or a mixture of white vinegar and distilled water. Do not spray or pour any type of cleaner directly onto the computer monitor. Doing so could cause the liquid to drip down inside of the flat screen, causing irreparable damage.  Instead, spray the cleaner onto the cloth or dip the cloth into the liquid. Again, try not to press too hard on the flat screen as you clean it. Pressing into the screen can cause permanent damage. Wipe the dampened cloth gently from side to side or from top to bottom. Make sure the computer monitor is completely dry before you turn it back on.

When the liquid drips down/ gets accumulated near the sides/ corners, it causes the metal frame of the LCD panel to corrode thereby causing gaps through which air rushes inside the two glass plates inside the panel. This makes crystals of the LCD (Liquid Crystal Display – Crystals with some electric properties floating in a liquid medium) to dislocate and appear to us as air bubbles (or black spots as commonly called) inside the panel. Such defects are not covered under the standard warranty.

Q6: WHAT ARE CONSIDERED AS VALID PURCHASE & SALES DOCUMENTS?

Ans. 6: Following shall be considered as valid purchase & sales documents: -

1.  Any Invoice is acceptable for warranty claim, condition is invoice should be valid tax invoice with stamped, dated & duly sign with complete statutory details as per the relevant tax laws.

2. The originals tax invoice must contain the following information:

a. Seller name

b. invoice date

c. Detailed product information including product model no., PN, serial number etc.

d. sales documents must not be edited, patched or torn etc.

e. PAN & GST of Supplier.

Q7: What is PIXEL POINT POLICY ON LCD PANEL?

Ans. 7: Monitor manufactured by Dahua displays or electronic billboards may still have light and dark spots present on the product, but it will not affect product performance. A bright dead pixel is a white pixel or pixel that stays lit on a BLACK background. A dark dead pixel is a black pixel or pixel that stays dark on non-black backgrounds. For light dead spots, Dahua only accepts warranty for products that fail to function immediately when purchased, within the warranty period and fully meet Dahua 's warranty terms and conditions.

In addition, the warranty product must have at least:

• From 04 bright dead spots, or from 04 dark dead points, or a total of more than 05 dead points.
• Dahua reserves the right to refuse the warranty if the above warranty conditions are not met.

Q8: WHAT ARE THE PROVISIONS RELATED TO TRANSIT DAMAGED?

Ans 8: Following are the terms & Conditions for Transit damaged: -

1. If in case you receive the product in outer box damaged condition, so it is advisable to write on courier company receiving slip clearly that “box received in damaged condition” and open the box immediately and make a small video at the time of opening, if device found damaged then report the seller from where you bought it.

2. If in case outer box is ok but inside panel is damaged then collect the below information and inform Dahua team immediately for DOA replacement request & ensure the availability of the following details: -

a. 5-7 different angle photo of box and device;

b. 1–2-minute video at the time of opening box;

c. device backside label photo, box outside SN label photo;

d. Device SN and Box SN should be same;

e. Photo in power on condition;

f.  Photo in power off condition;

g. Must report within 7 days from invoice date;

Q9.  WHAT ARE THE PROVISIONS RELATED TO ADVANCE REPLACMENT THROUGH DH PARTNER APP RMA RESERVATION?

Ans. 9: In some cases where our engineer analysis by remote support and found that product have some hardware issue and replacement would be needed, in such case customer can submit his query on Dahua partner app and we will send the advance replacement to save the time.

Dahua reserves the right to change any warranty terms and conditions at any time without any prior notice.

Disclaimers：

1. For display products, observe the label color and carton damage before unpacking

2. The LCD must be powered on before installation

3. Leave gaps during the LCD installation

4. The rear of the LCD video wall must have space for maintenance

5. Display products are not recommended to use 24*7.

6. in some cases customer may not use the product for long time, that is also a problem, hence to overcome such scenario at least use the product twice a week, just on and check basis function is ok.

*If the above terms are violated, may result the trouble at warranty claim.

Valid purchase and sale documents:

1. Any invoice (RD, SRD, RESELLER, SI etc.) is acceptable for warranty claim, only condition is invoice should be valid tax invoice.
2. The originals tax invoice must contain the following information:
a. Seller name
b. invoice date
c. Detailed product information including product model no. P/N serial number etc.
d. sales documents must not be edited, patched or torn etc.

l Pixel point policy on LCD panels

Monitor manufactured for Dahua Technology displays or electronic billboards may still have light and dark spots present on the product, but will not affect product performance. A bright dead pixel is a white pixel or pixel that stays lit on a BLACK background. A dark dead pixel is a black pixel or pixel that stays dark on non-black backgrounds.

For light dead spots, Dahua Technology only accepts warranty for products that fail to function immediately when purchased, within the warranty period and fully meet Dahua Technology's warranty terms and conditions. In addition, the warranty product must have at least:

• From 04 bright dead spots, or from 04 dark dead points, or a total of more than 05 dead points.
• Dahua Technology reserves the right to refuse the warranty if the above warranty conditions are not met.

l Dahua Technology reserves the right to change any warranty terms and conditions at any time without prior notice.