Surveon Warranty

This limited warranty is not transferable and applies only to direct customers who purchase product from Surveon for resale. For end users or indirect customers, please contact your distributor for warranty service.


Types of Warranty

1.1 Regular Warranty

Surveon warrants to the direct customer that its product will be free from defects in material and workmanship for a period of three (3) years from the date of delivery of the product, excluding batteries which Surveon warrants will be free from defects in material and workmanship, under normal use and service, for a period of one (1) year.
Surveon shall service all products as follows:

  1. Surveon shall, at its option and expense, repair or replace the defective products. Replacement, if required, shall be with new, comparable, or reconditioned products.
  2. Customer shall ship defective products freight prepaid to Surveon. Surveon shall ship the repaired/replacement products freight prepaid to the customer. If the customer has a pending delivery, the repaired/replacement products shall be shipped together with the customer's other order. Otherwise, it will be shipped separately. Both parties agree to use the same means of shipping.
  3. Defective products or parts, if replaced, automatically become the property of Surveon Technology Inc.
  4. All products repaired or replaced under warranty shall carry a warranty equal to the period of time remaining on the warranty based on the original delivery date.
  5. Service response time may vary from different regions. Please contact your local representative for more information.

1.2 Out of Warranty

"Out of Warranty" refers to those products that are no longer covered by the "Regular Warranty:"

  1. Surveon will repair or replace the defective products; provided, however, that any such repair or replacement is contingent upon the availability of the required components. The customer shall pay the two-way shipping, packing, insurance, and other costs, including necessary labor and parts.
  2. Customer shall ship defective products freight prepaid to Surveon. Surveon shall ship repaired products freight collect to the customer. If the customer has a pending delivery, the repaired products shall be shipped together with the customer's order. Otherwise, it will be shipped separately.
  3. All out-of-warranty products serviced for a fee will have ninety (90) days of extended warranty. The ninety (90) day warranty shall begin on the date the repaired product ships from Surveon.
  4. Service response time may vary from different regions. Please contact your local representative for more information.

1.3 Non-Warranty

Surveon reserves the right to inspect products returned from its customers in order to determine the cause of the problem. Surveon shall return defective products that could not be repaired at no-charge, except for shipping costs. This warranty does not cover product problems related to the following:

  1. Products damaged during shipping due to insufficient or improper packaging.
  2. Damage caused by force majeure (such as fire, flood, etc.).
  3. Damage caused by:
    1. Non-compliance with operating or manual instructions
    2. Normal wear of parts, scratches, surface rust or deterioration;
    3. Improper use, storage, or testing;
    4. Negligent use of improper voltage or current;
    5. Accidental damage, abnormal or unusual use;
    6. Use of unauthorized accessories or modules; or
    7. Lack of regular and proper maintenance.
  4. Product repaired, dismantled, or altered by unauthorized technical personnel.
  5. Damage caused by computer viruses.
  6. Removed warranty seals or serial number stickers which void our warranty.

1.4 Software Warranty

1.5 Hardware Warranty Information

Your Surveon products are covered by 2 year or 3 year limited hardware warranty.

The following products are covered by Surveon 3-year warranty:

Network Camera Series:
Compact: CAM1xxx
Box: CAM2xxx
Bullet: CAM3xxx
Dome: CAM4xxx
Fisheye: CAM7xxx

SMR Series:
SMR2xxx
SMR4xxx
SMR5xxx
SMR6xxx
SMR8xxx
SMR95xx

NVR Series:
NVR21xx
NVR53xx
NVR54xx
NVR73xx
NVR78xx

EMR Series:
EMR2xxx
EMR5xxx
EMR6xxx
EMR8xxx
EMR9xxx

Storage Series:
ESxxxxx
JBxxxx

The following products are covered by Surveon 2-year warranty:

Network Camera Series:
PT/PTZ Dome: CAM5xxx
Speed Dome: CAM6xxx

NVR Series:
NVR3xxx

The following products are covered by Surveon 1-year warranty:
Accessories Series

How to Return Material for Repair

How to return material for repair

2.1 Return Material for Repair

The customer requests a Return Material Authorization (RMA) number from the Surveon sales person or sales assistant in charge of its account by email or fax and includes the required information as follows:

  • Request Number
  • Product Model
  • Unit Serial Number
  • Subsystem Serial Number
  • Problem
  • RMA Number (Please leave blank)
RMA requests for one or more items of the same model or items of the same model with a similar problem should be submitted separately, with the requests numbered in consecutive order.

2.2Surveon issues an RMA number to the customer upon approval.

2.3Once the customer receives the RMA number, a copy of the RMA form is packed together with the product and shipped to the following address:

Surveon Technology Inc
6F., No.79, Lide St., Jhonghe Dist., New Taipei City 23556, Taiwan
Tel: +886-2-2226-2966
Fax: +886-2-2226-8278
Email: sales@surveon.com, support@surveon.com

2.4The defective products must be shipped to Surveon within thirty (30) days from the issuance of the RMA. Shipping documents should be immediately sent to the Surveon's sales person or sales assistant in charge of the customer's account. Failure to ship within thirty (30) days automatically voids the RMA.

2.5Returned items must be packed properly and safely, preferably in the original packaging. The RMA number should be marked clearly on the outside of the package. Surveon is not responsible for any damage or loss during transportation due to improper packaging.

2.6Surveon strongly suggests that the customer first contacts Surveon's technical support or sales department for an initial analysis of possible causes and solutions for any encountered problems before returning product for repair.

Note that customers shall bear the shipping costs (subject to Section 4 below) if no defects are found in the returned products.

Grounds for Refusing Returned Materials

If any of the following conditions exist, the returned products may be rejected by Surveon's RMA department and returned to the customer at the customer's expense:

  1. No RMA number was issued.
  2. Late return of defective products. (Please refer to Section 2.4)
  3. Contents of the package do not match the RMA issued.
  4. Returned products have missing components (such as ICs, resistors, capacitors, etc.).
  5. Failure to ship products according to the agreed method of shipping.
  6. Failure to obtain customer's approval for the repair charge of defective non-warranty product.

Repair Charges

Surveon shall inform the customer of the repair cost in advance. Repair charges may be included with the customer's next purchase order or paid separately. Customers should request the repair charge from sales person or sales assistant in charge of their account.

Restrictions on Use of Products

The products sold by Surveon are solely designed for general commercial use and are not intended for use in critical applications. As such, Customer should not use the products with application, including, without limitation, any medical, nuclear facilities, or direct life support machine, in which failure of the products would lead to death, bodily injury or catastrophic property damage.

  1. Never install or use, unless waterproof or dust-resistant is listed as a feature, the device in the following locations:
  2. Areas where chemicals are used.
  3. Areas where dust, debris, or pollen is in excess.
  4. Areas where corrosive gas, sea water or high humidity is present.
  5. Areas where steam vapor or flammable environments is generated.
  6. Areas where radiation, X-rays, strong electric waves, or magnetism is generated.
  7. Areas outside of the allowable ambient operating temperature range.
  8. Areas subject to impact or rigorous vibration.

Warranty Disclaimer

EXCEPT FOR THE EXPRESS WARRANTY SET FORTH HEREIN, SURVEON MAKES NO OTHER WARRANTIES OR GUARANTEES REGARDING THE PRODUCT, WHETHER EXPRESS, ORAL, IMPLIED, STATUTORY, ARISING BY OPERATION OF LAW, OR AS A RESULT OF USAGE OF TRADE, COURSE OF DEALING, OR COURSE OF PERFORMANCE. SURVEON HEREBY EXPRESSLY DISCLAIMS ALL IMPLIED WARRANTIES OR WARRANTIES OTHERWISE ARISING BY OPERATION OF LAW, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO THE PRODUCT AND ANY OTHER MATERIALS AND SERVICES, AND WITH RESPECT TO THE USE OF ANY OF THE FOREGOING.

THE REMEDIES STATED IN THIS DOCUMENT CONSTITUTE THE CUSTOMER'S EXCLUSIVE REMEDIES AND SURVEON'S SOLE LIABILITY FOR BREACH OF THE LIMITED WARRANTIES SET FORTH HEREIN.

Limitation of Liability

IN NO EVENT SHALL SURVEON'S TOTAL, CUMULATIVE LIABILITY ARISING FROM THE SALE, USE AND DISPOSITION OF THE PRODUCT EXCEED THE AMOUNT OF ACTUAL DIRECT DAMAGES, UP TO THE CHARGES (IF RECURRING, 12 MONTHS' CHARGES APPLY) FOR THE PRODUCT THAT IS THE SUBJECT OF THE CLAIM.

IN NO EVENT SHALL SURVEON BE LIABLE TO CUSTOMER OR ANY THE OTHER FOR ANY PUNITIVE, INCIDENTAL, INDIRECT, CONSEQUENTIAL OR SPECIAL DAMAGES, INCLUDING LOSS OF PROFITS, INCURRED BY THAT PARTY, HOWEVER CAUSED AND UNDER ANY THEORY OF LIABILITY, WHETHER BASED IN CONTRACT, TORT (INCLUDING, WITHOUT LIMITATION, NEGLIGENCE OR PRODUCT LIABILITY) OR WARRANTY, IN CONNECTION WITH THE SALE, USE AND DISPOSITION OF THE PRODUCT, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Summary of Surveon Warranty Policy

  Regular Warranty Out of Warranty Non-Warranty Optional Extended Warranty
Warranty Period First 36/12 months After 36/12 months --- Extra 24 months after standard warranty expiration
Cost of Shipping to Surveon Paid by customer Paid by customer Paid by customer Paid by customer
Cost of Shipping to Customer Paid by Surveon Paid by customer Paid by customer Paid by Surveon
Repair/Replacement Policy Repair or replace with new, comparable or reconditioned Repair/Return Repair/Return Repair or replace with new, comparable or reconditioned
Response Time/Repair Charge Please inquire Please inquire Please inquire Please inquire

Version Update

Surveon reserves the right to make adjustments and/or changes to this warranty policy from time to time without notice.

Service

Please call the numbers as detailed in Section 2.3 with any questions concerning Surveon's warranty and repair policy.

statistics in vBulletin