1 Definition
After Sale Services mentioned in this Agreement shall mean a set of activities of Dahua that is aimed at supporting the efforts of Customer for the maintenance of the Products. Customer shall ensure that it will hold back up of all the data recorded by Products before it delivers Products to Dahua to repair in case the data are deleted during the period of repair.
“Warranty” means the Customer’s rights in case the product does not maintain its quality after delivery.
“Incentive Program” refers to Dahua Benelux 5-year warranty Incentive Program. Please refer to the notice: https://www.dahuasecurity.com/nl/newsEvents/DahuaNotice/1357 for further details.
Unless otherwise stipulated in the Contract signed by the Customer and Dahua, this Policy applies within the countries of the Netherlands, Belgium, and Luxembourg.
2 Dahua’s After Sale Services
2.1 Dahua promises to provide Standard After Sale Services to Customer. Service scope is listed below:
| Service Category | Service Item | Service Level | Service Description |
| Standard service | |||
| Remote Technical Support | Hotline:8 hours *5 business days | √ | Provide hotline service on business days of the local region. |
| Website Technical Support: 24 hours *7 calendar days | √ | Share technical information and download patch. | |
| Products Warranty Service | Hardware return & repair within 30 calendar days | √ | Original repaired defective products will be delivered within 30 calendar days to the applicant after receiving the application in any business day. |
2.2 Dahua’s performance of its After Sale Service set forth herein shall fully satisfy any repairs or warranty service requirements or needs by Customer. Customer is fully aware and acknowledges that, by agreeing to and signing this Policy, it is releasing and waiving Dahua from any and all liabilities that Customer, or its sub-customers, may be able to assert against Dahua for any repair and warranty related issues that is related to any of the products provided by Dahua to Customer.
3 Warranty Policy
3.1 Warranty Period. If Dahua’s signing entity is incorporated under the laws of the People's Republic of China or the laws of Hong Kong, the People's Republic of China, the warranty period starts from 60 days after shipping date of Products. If Dahua’s signing entity is not incorporated under the laws of the People's Republic of China or the laws of Hong Kong, the People's Republic of China, the warranty period starts from 30 days after shipping date of Products. The shipping date of Products shall be subject to serial numbers of the shipped Products or Dahua’s internal records. If the last valid warranty date is a statutory public holiday in country of Dahua’s signing entity, the first working day after that holiday shall be the last day. Warranty Period shall expire according to the following chart depicting the Warranty Period. Warranty Period mentioned herein below applies to device only, excluding any wearing parts.
| Product line1 | Product line2 | Warranty period for overseas customers |
| General Storage | DVR/ NVS/ ATM/Recording & Broadcasting | 36 months |
| Mobile Portable Terminal | Mobile Portable Terminal | 12 months, of which Data Collection Station have a warranty period of 24 months |
| IP Storage | EVS/ESS/ IVSS/IVD | 60 months |
| HDCVI Recorders | HCVR | 60 months for WizSense Series (4/8 Sata only)； |
| Network Recorders | NVR | 60 months for WizMind Series, Ultra Series (Except HDD, Fan, battery, power supply). |
| Storage Medium | HDD | 36 months for Surveillance HDD, 60 months for Enterprise HDD Notwithstanding the foregoing, the warranty services of HDD shall be subject to the HDD manufactures’ RMA policy. |
| SSD | 60 months for 500G and above capacity of C800A series, 36 months for the rest | |
| PSSD | 36 months | |
| 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 | 60 months for IPC WizMind 5 Series, WizMind 7 Series, WizMind 8 Series, WizMind Panoramic Series, WizMind Special Series, Pro 5 Series, Panoramic Series, Special Series |
| Analog Cameras | Analog Camera | 36 months, of which COOPER series have a warranty period of 24 months. |
| HDCVI Cameras | HDCVI Camera | 60 months for Pro Series, Panorama Series, Micro-size Series |
| Thermal Cameras | Thermal Security Camera | TPC-DF1XXX/TPC-BF1XXX/TPC-BF2XXX/TPC-BF4XXX/TPC-BF5XXX/ TPC-AEBF5XXX eyeball or bullet cameras with 36 months, of which wearing parts separately have a warranty period of 36 months. List of wearing parts: fan, lens motor, lens potentiometer, thermal imaging core shutter, lens limit switch, thermal lens protecting window, lens coating(thermal lens and visible lens). |
| Thermal Commercial Vision Camera | TPC-NYX thermal camera modules with 12 months. | |
| Thermal Temperature Monitoring Camera | Camera TPC-BF5XXX/ TPC-BF3XXX/ TPC-BF2XXX series with 24 months, of which wearing parts separately have a warranty period of 12 months. List of wearing parts: thermal core shutter, thermal lens, thermal lens protecting window. | |
| Transmission | Network Transmission/Cyber Security | 36 months: of which Wireless series have a warranty period of 24 months. |
| Accessory | Cabling/Detector/Camera accessory/Power | 36 months: Camera mount/lenses/housings/testers/video extension/cabinets/radar series |
| PTZ Cameras | Explosion-proof System/Anti-Corrosion Cameras/Network PTZ Camera/Positioning System/HDCVI PTZ Camera | 60 months, WizMind Series, Ultra Series, Positioning System, AntiCorrosion Cameras, Explosion-Proof Cameras (except EPC-PTZ) |
| Traffic | Parking/Signal Controller/Traffic Accessory/ITC | 36 months: Road intelligent traffic cameras/ Speed Measuring System/Access ANPR cameras(Except algorithm customization, function customization requires a customization fee)/Geomagnetic |
| Intelligent buildings | Access Control/Alarm/Video Door Phone | 24 months, of which wired accessories, wired detectors have a warranty period of 12 months. |
| Alarm | Control Panel/Field Surveillance Unit/Wired Detector/Wireless Detector/IoT Sensor/Wired Accessory/Wireless Accessory/Emergency Phone Tower | 24 months, of which all detectors, wired accessories (except keypads, expansion modules) and IoT sensors have a warranty period of 12 months |
| Central products | Display Control/Video Decoder/Keyboard/Central Control | 24 months, of which keyboards have a warranty period of 12 months, while switches have a warranty period of 36 months |
| Intelligent Education/Smart Interactive Whiteboard | | 36 months for all DeepHub Interactive Whiteboard, including DHI-LPH/LCHXX-MC/MTXXX and DHI-LPH/LCHXX-SC/STXXX; extra 2year warranty available with extra cost; |
| Display & Control Products | | Monitor: 36 months (Execution of products sold from 2023/1/1 onward) |
| BIG DATA | Private Cloud | 60 months |
| Cloud Value-added Service | Public Cloud | hardware 60 months; software 60 months |
| IVS | Intelligent Server | 60 months |
| Video Conference | Video Conference/USB Camera/Audio and Paperless Products | USB Camera 24 months;Speakerphone 24 months;USB Accessories 24months;Conference Camera 36months;Video Conference System 36 months;Audio and Paperless Products 12 months |
| Fire Control | Smart Fire Control | 60 months: Smoke Alarm、Carbon Monoxide Alarm |
| Fire-fighting robot | 12 months | |
| Dahua Automotive Technology | Auto-Outsourcing/Auto–Camera/Auto–Radar/Auto–Mobile/Auto–OEM/Auto-Software | Auto-Outsourcing:12 months |
| Drone | Drone | 12 months, of which batteries and pastes are not covered by warranty. |
| Internet | NULL | 12 months |
| 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, 12 months for ISC-D1XXL series |
| AM Electronic Article Surveillance(EAS) System ISC-EA series (Antenna), ISC-ED series (Deactivator) | 24 months | |
| Under Vehicle Surveillance Series DHI-XIS-CXXX Series Hydraulic Bollard Series DHI-ISC-ZXXXX Series | 12 months | |
| Software | Software | 36 months (note: customized software version 12 months) |
| 1) The standard Warranty Period for consumable parts such as a mouse, power cord/data cable and support is 3 months. |
| 2) 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. |
| 3) If the Warranty Period is otherwise agreed by the contract signed by the Customer while ordering Products, the contract shall prevail. |
| 4) For after-sales services of the products purchased by Customer who have concluded a separate warranty agreement with Dahua or its affiliates, that warranty agreement shall prevail between Dahua and the concerned Customer. |
| 5) DOA (Defect on Arrival): any claim in respect to DOA shall be made in writing by Customer 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. |
3.2 Within Warranty Period. Products still within the Warranty Period shall be repaired by Dahua at its own expense and costs subject to the terms and conditions herein. However, Customer shall pay for shipping, including but not limited to, freight, insurance, taxes, import/export fees, to ship the defective product to Dahua. In turn, Dahua shall pay for shipping, including but not limited to, freight, insurance, taxes, import/export fees, to ship the repaired product to Customer.
3.3 Outside Warranty Period. Products that are outside the Warranty Period shall be repaired by Dahua only after (1) Customer is provided by Dahua with an estimated cost of the repairs of the defective products; and (2) Customer provides Dahua with a written approval to commence the repairs on the defective products. Dahua’s repairs for defective products outside of the warranty period shall be at the cost of Customer, which may include, but not limited to, labor cost, components cost, testing cost, and any associated costs of shipping/freight. If Customer does not reply to Dahua within 15 calendar days from the date Dahua notifies Customer of the estimated cost for repairs on the defective product, then Dahua shall return to Customer said defective product freight collect.
3.4 Exchange Period. During [90] days from the shipping date, if permitted by applicable laws and regulations, once a Product is proven to be not fit for purpose in accordance with the product’s manual, Customer has the right to have the product repaired or replaced. In the case of replacing the product, Customer need to send the detailed malfunction information email [dahua.rma@dahuatech.com] to the after-sales staff. Once the information is confirmed, Customer should mail the defective product to the designated Dahua service location. The after-sales department will replace said product freely with the same type specification product or accessories. If the same type specification product or accessories have been discontinued, the defective product or accessories should be replaced with a product or accessories whose performance is not lower than the defective one.
3.5 Customer has the obligation to provide After Sale Services at its own cost to its customers unless the mandatory applicable laws and regulations provides contrary.
4 Standard Service failure
In case the Standard After Sale Services are not fulfilled by Dahua for one specific Product, Dahua could issue equivalent voucher to Customer to replace the fulfillment of the Standard After Sale Service for such specific Product. The amount of the voucher is equal to the discounted price excluding tax of such Product in the latest Order. Please refer to Dahua's official After Sale Services website: https://support.dahuasecurity.com/en/ServicePolicy for further details. The vouchers issued to the Customer may be used by Customer to offset future Order. The voucher amount used for deduction shall not exceed 20% of the total amount of one Order. Once issued, voucher shall be expired within one calendar year from the date the voucher is issued.
5 Exemptions.
When any malfunction or damage occurs to the Products due to any of the following reasons, Dahua has the right to refuse to repair, or Dahua could collect a proper cost for the materials and man-hour for the repair as the case may be:
5.1 The original product serial number label has been altered, replaced, torn or lost;
5.2 Product model number and/or serial number of the product do not tally with the product;
5.3 The Warranty Period has expired according to this Warranty Policy or the contract entered with the Customer;
5.4 The malfunction or damage is caused by the failure of the user to use, maintain or take care of this product according to the user's manual;
5.5 The malfunction or damage is caused by the repairment conducted by an organization not authorized by Dahua;
5.6 The malfunction or damage is caused by accidents, force majeure or human reason.
5.7 Special price products and products used for demonstration purposes (i.e. samples) are not entitled to this warranty policy. The warranty period in that case shall be standardized by a contract mutually agreed by the parties otherwise.
6 Firmware Upgrades related to particular camera
For the avoidance of ambiguity, Clause 6 is only applicable to PTZ camera with model number SD5A432GB-HNR, products details please click here.
Dahua will provide security updates and baseline firmware download up to 5 years after discontinuation of their production.
