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Policy Overview

This Policy outlines the return and repair policy applicable to products purchased from an Authorised Distributor of Hanwha Vision Europe Limited (“Hanwha”). Hanwha will only accept RMA requests from an Authorised Distributor or a STEP Partner of Diamond level.

Hanwha reserve the right to amend this Policy, in part or in its entirety, at any time and with or without notice.

Hanwha’s sole responsibility in accordance with this Policy is limited to repairing or replacing defective product returned through our Authorised Distributors or Diamond STEP Partners, originally purchased from Hanwha Vision Europe Limited.

General Policy Provisions

Product warranty comes into effect from the date of delivery to the Authorised Distributor. Warranty application is determined by the tracking of the product serial number and purchase order number.

Hanwha will repair or replace defective product within the warranty period specified in the below table.

Repairs to defective product performed outside of an authorised Hanwha service centre will invalidate any warranty applicable on the product.

The Warranty applicable to each product, including its parts and accessories is outlined in the Warranty Period section and Appendix 1.

Return Requirements & Instructions

Hanwha will only accept returns from Authorised Distributors, or Diamond STEP Partners for the purposes of repair and Advanced Replacement. If a product is defective and needs to be returned, the customer must first discuss the issue with Hanwha’s dedicated Technical Support department. Many queries on product can be quickly resolved and the need to return the item eliminated.

Hanwha’s Technical Support department can be contacted by email or telephone using the details below.

Telephone:

  • France: +33 1 76 28 43 66
  • Germany: +49 32 213 335936
  • Italy: +39 02 8732 5016
  • Spain: +34 91 123 50 70
  • UK: +44 1372 235663
  • All other countries: +49 32 213 335936

Distributors, System Integrators and End Users are also encouraged to visit our Knowledge Base site prior to raising queries with Technical Support as many issues can be quickly resolved here.

In the event Technical Support are unable to resolve the issue, they will provide the customer with a Call Reference number in order to confirm that the product may be returned.

The Customer should then make contact with their Authorised Hanwha Distributor in order to begin the process of return. A list of Hanwha’s Authorised Distributors can be found online at:

Authorised Distributors must raise a RMA request on Hanwha’s Service Portal: https://login.salesforce.com or by emailing hveservice@hanwha.com. The following information must be included on the request in order to ensure quick handling:

  • Model Number
  • Serial Number
  • Service Required – Repair (R) or Advanced Replacement (AR)
  • Request Reference (obtained from Technical Support)
  • Details of product fault*

*adding additional fault information after the RMA is issued can cause longer processing times and in some cases, additional charges. All information regarding the fault must be noted at the point of the RMA request.

Products should be returned without the packaged accessories (such as external power supply, remote control, cables etc.). Hanwha accepts no liability for the loss of such items during a warranty service and any replacement product is dispatched without accessories.

The RMA number issued by SalesForce or through the Service Team is only valid for 30 days from the date of issue. Hanwha must receive the defective product within thirty (30) calendar days from the date the RMA was issued. Any product returned after the expiration of the RMA will not be valid for repair or replacement and a new RMA number must be generated and issued. Hanwha reserves the right to refuse any product deliveries received quoting an expired RMA number.

When returning defective product to Hanwha, the RMA number must be clearly displayed on the outside of the package. Where the RMA number has been issued by SalesForce, all relevant documentation must be printed and attached to the outside of the package.

In the event that the shipment contains multiple packages, the RMA number must be clearly displayed on all packages and that each package is numbered (i.e. 1 of 4, 2 of 4 etc.). Hanwha may refuse any delivery where the RMA is not displayed.

Defective product should be returned in its original packaging where possible.

Where a replacement product is required, the exchanged product assumes the remaining warranty of the original product.

In the case where a like for like product or other suitable replacement is not available, a credit will be raised to compensate the customer.

Advanced Replacement (AR)

Hanwha also offers Advanced Replacement on certain products within a predetermined period outlined in the Warranty Period section below. Advanced Replacement entitles customers to receive an immediate replacement, reducing any potential downtime during installation, with the promise of returning the faulty product for review by the Service team following replacement.

Advanced Replacement is not available on:

  • Thermal Cameras
  • Products that have been abused or improperly handled
  • Products that are no longer under warranty

Advanced Replacement can be requested via SalesForce.

Faulty product that has been replaced must be returned to the Service centre within thirty (30) days of the date the replacement product was shipped.

In the event the product is not received by this point, or if the item returned is discovered not to be faulty, Hanwha will issue an invoice to the Authorised Distributor for 60% of the original invoice value for the product, in addition to a £/€40 handling fee (per product).

Dead on Arrival (DOA)

Where product is found to be Dead on Arrival during the notification period as outlined in the Warranty Period section of this document, such reports should be entered on SalesForce by the Authorised Distributor and include proof of delivery for the product to the System Integrator, or End User, and the product serial number.

On receipt of the notification, a Service agent will be in touch to arrange the collection/return of the defective item in due course. All Dead on Arrival product must be returned in its original packaging with all accessories.

Out of Warranty Repairs

Hanwha also offers all customers chargeable services on product outside of the standard warranty. Repair requests can be raised through an Authorised Distributor on SalesForce and the product returned to Hanwha’s Service centre for evaluation.

On receipt of the item, our Service agents will evaluate and determine whether the defective product is repairable and issue an estimate for the costs of repair, including delivery, to the Authorised Distributor for the customer to review.

It should be noted that if the product is over 5 years old, the ability to make repairs may be subject to the availability of any spare parts that may be required.

A repair can only proceed once the customer has provided written confirmation of the acceptance to the estimate. Should the customer not wish to proceed with the repairs, a £/€40 handling fee is charged to the customer through the Authorised Distributor and Hanwha will return the defective product at the customers cost or dispose of the item locally, whichever option the customer selects.

Estimates provided are an assumption of costs and are subject to change.

Should the customer fail to respond within 14 days to an estimate for repair, to confirm whether they wish to proceed or not, Hanwha will return the product to the customer and issue a flat £/€40 handling fee for its processing.

Warranty Period

warranty-period

** Hanwha will also accept DOA notifications from End Users through the Authorised Distributor within 1 month of receipt under the same conditions.

Exclusions

As noted above, there are some parts that are excluded from the warranty periods as displayed in the table above. Such parts have different warranty periods and are classified as below:

exclusions

*** Warranty on Moving/Consumable Parts may differ by usage condition, details of which can be located in the  WARNING section of the Product Manual, i.e. Pan/Tilt/Zoom motors and slip rings come with a 1 year warranty when under continuous operation. Definition of Moving Parts and Consumable Parts by product type is detailed in Appendix 1.

Exemptions from Warranty

Aside from those exclusions already stated within this Policy, the following also applies:

  • Any product that has been painted over, tampered with, had labels removed or any other modifications will be void of all warranties unless particular dispensation has been officially granted by Hanwha or is in adherence with the Quality Assurance (Warranty) Policy on Customer Modification Policy attached as Appendix 2 to this Policy.
  • Any product that has been altered. Examples of alterations include, but are not limited to:
    • Counterfeit/missing labelling
    • Jumpers, wires or any other mechanical/electronic parts added to the product
    • Removal of any part or component of the original product
    • Incorrect reassembly of original product
    • Any repairs done by an unauthorised Service Centre
    • Any other change in the original state of the product
  • Any physical, or accidental, damage to a product such as:
    • Broken pins or connectors
    • Blown power board due to applying wrong voltage and/or current
    • Dented product case/housing
    • Torn/punctured lens cover
    • Deep scratches/gauges to product
    • Missing parts

Limitations

Improper Packaging

Returned products shipped to Hanwha’s Service Centre must be properly packaged in order to prevent unintended damage during transportation. Any damages caused to the returned product as a result of improper packaging may be charged back to the Customer.

Other Terms & Conditions

Hanwha reserves the right to examine and test any returned product(s) to determine the actual cause of damage and/or defect.

If the malfunction of a part is determined to be due to Customer fault including, but not limited to, an attempted repair, unauthorised repair, accident, misuse, abuse, neglect, improper maintenance, installation and connection, malfunction of a peripheral device(s), rust or deterioration caused by improper storage, an invoice for extra service fees for repair charges, shipping costs and other applicable expenses may be issued.

APPENDIX 1 – Moving/Consumable Parts

The below table outlines the parts within each product that are considered to be moving or consumable parts in accordance with the Warranty Period tables detailed within this Policy document.

Moving-Consumable-Parts

APPENDIX 2 – Quality Assurance (Warranty) Policy on Customer Modification

Purpose

The purpose of this document is to provide our customers with a guideline on our Quality Assurance (Warranty) Policy should any product manufactured by Hanwha Vision be modified (as defined below) by the customer.

Definition of Modification

In this case, modification is the process of painting, by any method, the outer casing of Hanwha Vision CCTV security camera(s) purchased for pre-agreed project(s) in order to match the aesthetics of the area surrounding the location of installation.

Quality Assurance (Warranty) on Discretionary Modification

  • Save the Policy Exemption(s) listed below, there is no change to the standard Quality Assurance (Warranty) Policy on product(s) modified in accordance with the definition above.
  • Where it is determined that the modification as defined above has caused an issue/problem with the product(s), the Quality Assurance (Warranty) may not be valid and the customer may be asked to pay for any repairs/servicing to the product(s).

Policy Exemptions

  1. Product that has been modified is not eligible for AR (Advance Replacement) due to the nature of the customisation of the product.
  2. Modified products with incorporated GORE® valve[1] (camera vents) are excluded from Quality Assurance (Warranty) in the event the GORE® valve (camera vents) integrity has been affected during the painting process, which can lead to accumulation of humidity in these products. Modified products with incorporated GORE® valve where the valve remains intact and unaffected by modification are not excluded.
  3. Where modification is to a black/dark painted finish, it should be noted that this can cause Product to heat up excessively in direct sunlight. Painting of this nature would be at the installers’ risk. Warranty will not apply on impairments to Product determined by the Service team to be as a direct result of this modification.

Modification Guidelines

These guidelines should be applied in order to help ensure the longevity of Hanwha Vision CCTV security cameras that are modified in this way. Where the fault is determined is to be as a result of one of the below, the product will not be eligible for Quality Assurance (Warranty).

  1. The window/dome cover of the camera must not be painted as any painting of this area will block the field of view and/or affect the resolution quality.
  2. Moving and/or detachable parts must not be painted as residue on these parts may cause the product to malfunction and/or lead to fault due to not being able to function properly and/or adding extra force to function.
  3. Any screw hole(s) and/or SD card (Secure Digital card) slot(s) should be protected throughout the painting procedure to prevent blockages. Failure to do so may cause the product to malfunction or cease working entirely.
  4. Painting should not be done where the casing of the product is of plastic material. Painting this casing can cause a chemical reaction in the plastics, which will result in cracking to the outer casing.
  5. Following the painting of the product(s), the S/N (Serial Number) and/or MAC Address (Media Access Control Address) should still be clearly visible. Failure to identify a product as a result of the painting procedure will invalidate its Quality Assurance (Warranty).

Invalidated Warranty

In any circumstances where Warranty on Hanwha Product has been rejected as a result of a lack of adherence to these guidelines, there may still be an option to repair the Product at a cost to be invoiced to the Customer via the Distributor.

GORE® Valve Products

The following products have an incorporated GORE® valve where Policy exemption 2 noted above applies:

MGC-D8080 PNM-C12083RVD QNP-6320H TNV-7011RC XND-9082RV XNP-8300RW XNP-L6322H XNV-8083Z
MGC-D8080LI PNM-C16083RVQ QNP-6320R TNV-8011C XND-9083RV XNP-8300RWG XNP-L6322R XNV-8093R
MGL-D8080 PNM-C32083RVQ QNV-6024RBM TNV-C7013RC XND-C6083RV XNP-9250 XNV-6012 XNV-9082R
MMC-O6080R PNM-C34404RQPZ QNV-6024RM XND-6081FZ XND-C7083RV XNP-9250R XNV-6012M XNV-9083R
PND-A6081RF PNM-C7083RVD QNV-6025RM XND-6081REV XND-C8083RV XNP-9300RW XNV-6022R XNV-9083RZ
PND-A6081RV PNM-C9022RV QNV-C8011R XND-6081RF XND-C9083RV XNP-9300RWG XNV-6022RM XNV-C6083
PND-A9081RF PNO-A6081R QNV-C8012 XND-6081RV XNO-6083R XNP-9300RWR1 XNV-6081 XNV-C6083R
PND-A9081RV PNO-A9081R QNV-C8083R XND-6081V XNO-6123R XNP-C6400R XNV-6081R XNV-C7083R
PND-A9081RVG PNO-A9081RG QNV-C9011R XND-6081VZ XNO-8083R XNP-C6402R XNV-6081RE XNV-C8083R
PNM-12082RVD PNO-A9081RLP QNV-C9083R XND-6083RV XNO-9083R XNP-C6403 XNV-6081Z XNV-C9083R
PNM-7082RVD PNV-A6081R SHD-1350FPW XND-8081FZ XNO-C6083R XNP-C6403R XNV-6083R
PNM-8082VT PNV-A6081R-E1T SNH-C6430BNH XND-8081REV XNO-C7083R XNP-C6403RW XNV-6083RZ
PNM-9022V PNV-A6081R-E2T SNH-C6430BNR XND-8081RF XNO-C8083R XNP-C8253 XNV-6083Z
PNM-9031RV PNV-A9081R TNM-C4940TD XND-8081RV XNO-C9083R XNP-C8253R XNV-6123R
PNM-9084QZ1 PNV-A9081RLP TNM-C4950TD XND-8081VZ XNP-6400 XNP-C8303RW XNV-8081R
PNM-9084RQZ QNO-C8083R TNM-C4960TD XND-8082RF XNP-6400R XNP-C9253 XNV-8081RE
PNM-9084RQZ1 QNO-C9083R TNO-6010M XND-8082RV XNP-6400RW XNP-C9253R XNV-8081Z
PNM-9085RQZ QNP-6250H TNO-6081RLP XND-8083RV XNP-6400RWG XNP-C9303RW XNV-8082R
PNM-9085RQZ1 QNP-6250R TNO-7180R XND-8093RV XNP-8250 XNP-L6252H XNV-8083R
PNM-9322VQP QNP-6251H TNO-7180RLP XND-9082RF XNP-8250R XNP-L6252R XNV-8083RZ

The location of the GORE® valve on these products is indicated in the below diagram:

Screenshot-2021-10-27-132647