Updated on: January 1, 2020
Herosys provides product warranty from the date of shipment. Within the warranty period, if defects arise due to materials or manufacturing issues, Herosys will offer repair services. The warranty periods for different products are as follows.
| PRODUCT CATEGORY | PRODUCT LINE | WARRANTY PERIOD |
|---|---|---|
| Industrial Network Infrastructure | Ethernet Switches | 1 Year |
| Security Router | 1 Year | |
| Wireless AP/ Bridge/ Client | 1 Year | |
| Mesh Gateway/ Router | 1 Year | |
| Ethernet Media Converter | 1 Year | |
| Industrial Network Edge Devices | Serial Device Server | 1 Year |
| Serial Converter | 1 Year | |
| Protocol Gateway | 1 Year | |
| USB-to-Serial Converter / USB Hub | 1 Year | |
| Multi-port Serial Expansion Card | 1 Year | |
| Controller and I/O | 1 Year | |
| Industrial PC | X86 PC | 1 Year |
| ARM-based PC | 1 Year | |
| Tablet PCs and Displays | 1 Year | |
| ||
The warranty period for peripheral devices/accessories is as follows:
| Peripheral Devices / Accessories | Warranty Period | ||
|---|---|---|---|
| DIN Rail Power Supply | 1 Year | ||
| * User-replaceable external batteries are covered by a 1-year warranty. Batteries built into the system and replaceable only by Herosys follow the standard product warranty policy. | |||
| Memory Modules, Hard Drives, and Solid-State Drives | 1 Year | ||
| Power Adapter | 1 Year | ||
| The warranty period for power adapters begins from the production date indicated on the product label. | |||
| Serial Connection Box | 1 Year | ||
| Serial Connection Cable | / | ||
| Ethernet Module | 1 Year | ||
| PT Scanner | 1 Year | ||
| Wireless and Cellular Antennas / Accessories / Modules | 1 Year | ||
These warranty terms are limited to the repair or replacement of defective products during the warranty period (as solely determined by Herosys).
If a properly installed and used product is found defective within 3 months from the shipment date by Herosys, the product will be considered DOA (Dead On Arrival). Customers may submit an online DOA request, and Herosys will provide product replacement service.
If issues are found after 3 months from the shipment date by Herosys, customers must first submit a service request and then return the defective product to Herosys for repair. Customers can submit service requests on the Herosys website.
Customers are responsible for insuring their products or assuming the risk of loss or damage during shipment. Customers must also bear the shipping costs and package the product securely in its original packaging or similar materials before shipping it to Herosys for repair. Assistance may be sought from the original distributor or the nearest Herosys repair center.
Before sending Herosys products for repair, customers must back up all product configurations and data stored on storage devices (hard drives, USB drives, etc.). Herosys assumes no responsibility for any loss of data or configurations stored in the products.
The warranty period for repaired or replaced products shall be the longer of 3 months from the repair or replacement date, or the remaining original warranty period.
Products returned without a proper service request or products that are not Herosys products will not be accepted by Herosys. Customers shall bear all shipping costs and risks associated with such returns. Herosys will not issue refunds or exchanges under these circumstances.
The warranty does not cover:
Products found to be defective beyond the warranty period.
Defects caused by misuse or abuse of the product, whether accidental or otherwise. Herosys reserves the right to decide whether to repair such products.
Damage to the product caused by natural disasters such as lightning strikes, floods, earthquakes, or fire.
Products modified by the customer in any manner not specified in the product user manual. (Note: The Herosys product user manual provides instructions on installation, configuration, and maintenance. Please refer to the manual before installing or configuring the product.)
Software products.
Consumables, such as fuses.
Products with altered or unidentifiable serial numbers.
Storage devices such as HDD, SSD, CFast, DOM, CF, or SD cards included with Herosys products at the time of shipment that have reached the natural limits defined by the original equipment manufacturer (OEM) warranty policy, or detected by OEM diagnostic tools to have reached those limits. For more information, please refer to the product’s component compatibility guide.
Loss of data or software.
Pixel defects on LCD panels are not covered under the product warranty, as defined in the Display Pixel Defect Warranty Policy.
Products updated, redesigned, or inappropriately tested by the customer or a third-party vendor at the request of the customer.
Customized products and Original Design Manufacturer (ODM) products. The warranty period for customized or ODM products shall be based on the Herosys customization confirmation document signed by the customer.
The total cost for repairing the defective product authorized by the customer will be calculated according to the table below:
| RMA Product | Within Warranty* | Out of Warranty | ||
|---|---|---|---|---|
| Shipping Cost | To Herosys Repair Center | Paid by customer/distributor | Paid by customer/distributor | |
| Return from Herosys Repair Center to Customer/Distributor | Paid by Herosys | Paid by customer/distributor | ||
| Note: If the customer decides not to use Herosys repair service, Herosys will either return the defective product to the customer or dispose of it, based on the customer's instruction. | ||||
| Inspection Fee | No charge | Paid by Customer/Distributor | ||
| Repair Fees and Parts | No charge | Paid by Customer/Distributor | ||
| Note: If the customer agrees to have the product inspected, Herosys will provide a quotation for the total repair cost upon completion of the inspection and await customer approval. If the product is out of warranty or the damage is not covered under the product warranty, Herosys will charge repair fees. | ||||
* The product is within the warranty period as defined in the Herosys warranty policy, and is not subject to any conditions or situations listed under the Non-Warranty Coverage clause above.
Note:
If the product sent for repair is out of warranty, or although still under warranty, is excluded from warranty coverage due to reasons stated in the Non-Warranty Coverage clause, then:
Herosys reserves the right to decide whether to provide repair services for the product based on its spare parts inventory status.
If the customer agrees to have Herosys inspect the product, Herosys will send an official quotation via email upon completion of the inspection.
After receiving the quotation, the customer may decide whether to use Herosys repair services. If the customer decides not to use Herosys repair services, the product will be returned to the customer with shipping costs borne by the customer. Alternatively, the customer may choose to have Herosys scrap the product directly at no additional cost.
For large-scale orders or projects, customers may purchase extended warranty repair services. However, some products’ chip lifespans may be shorter, and certain components may be subject to the original supplier’s warranty period. To purchase this service, please contact your Herosys sales representative.
These warranty terms supersede any other express or implied, written or oral warranty agreements. Herosys’s liability for the manufacture, sale, supply, and use of the product, whether based on warranty, contract, negligence, product liability, or any other cause, shall not exceed the original cost of the product. Under no circumstances shall Herosys be liable for any indirect or consequential damages to the customer, including but not limited to lost profits or loss of use resulting from the manufacture, sale, or supply of the product.