Dear Valued Customer:

Thank you for choosing SANGFOR's network products, to guarantee the timely and high-quality service when encountering product failures, the policy below is for your perusal.

 

Hardware Warranty

I. Hardware Warranty Procedures
When you encounter the equipment failure during usage, please contact device provider, the provider will assist you exclude the failures caused by environment, improper deployment and other factors. If confirmed the device needs to return back to manufacturer for repair, please provide necessary service contract, product SN code etc., the device provider will confirm the warranty period with you, establish the repair record in RMA system, and E-mail <Device Repair Notification> to you, please refer to the specifications stated in <Device Repair Notification> and send the failure device to the designated address. If the device is over warranty period, please refer to the amount stated in <Device Repair Notification> and remit/transfer the specified repair fee into the designated account. (Agent's repair fee could be deducted from the advance payment, if the advance payment is not enough, Customer Service Center will contact you and send <Device Repair Payment Notification> to inform you with the payment).

We suggest you properly pack the device with original package and deliver with the express post (post directly to the nominated address) in case of any delay of the repair progress due to logistic problems.

Please keep <Device Repair Notification>, in case of any queries, please contact SANGFOR overseas technical support team by tech.support@sangfor.com.hk during 8:30-18:00, Monday to Friday (<RMA> number needs to be provided).

 

II. Warranty Clauses
1.Hardware warranty period: As per the service commitment contract signed by SANGFOR and its partner, SANGFOR provide one-year free hardware warranty service to end customers (service time may vary, subject to the service contract).

2.DOA: Since the warranty period starting date to 90 days, the hardware failure is defined as DOA (man-made surface scratch and other defects that do not affect the device function will not be deemed as DOA). SANGFOR's Customer Service Center will send the brand new replacement in one day after hardware failure been confirmed (DOA confirmed after 15:00 will be dispatched before the next day noon). For quick replacement, customer should send the failure device with original package back to the designated address with 3 days after receiving the replacement device, otherwise should pay for the replacement device with purchase price.

3.Promised repair time: SANGFOR promises repair and send back the device within 15 workdays since the date of receiving the failure device (device transportation time is excluded, in case of holiday is postponed). If the device has not been repaired within the commitment period, SANGFOR will provide customers with a same standby model to ensure customers' business can be resumed as soon as possible (customer should send the standby device within original package back to the designated address within 3 days after receiving the repaired device, otherwise should pay for the standby device with purchase price)

4.Repair device warranty: SANGFOR provide 3-month warranty service for the repaired device since the date of delivery, if the repaired device is within the original warranty period, the longer time is prevailed.

5.Freight cost description: the freight cost of the failure devices sending back to SANGFOR will be undertaken by customers; the freight cost of the repaired or replacement devices sending to customers will be undertaken by SANGFOR. If the 'failure devices' are detected workable by SANGFOR, related cost should be undertaken by customers. If SANGFOR proves the service items are not comply with the terms and conditions described above or exceed the warranty period, customers should pay for the price in accordance with the single repair service fee, including related transportation cost.

 

III. Warranty Restrictions
1. The following circumstances are excluded from SANGFOR's warranty:
> Series number (SN) off, damaged or blurred;
> Due to improper transportation, handling, using, maintenance, custody and other man-made failures by the buyer, e.g. lightning, over-voltage, over-current, water, etc.
> Damages caused by not following the operation instructions (including software, hardware upgrades);
> Returning devices which not confirmed by SANGFOR's Customers Service Center;
> The damage caused by pull the plug, hot swap module , cable as charged;
> Detach, repair or modify the device without SANGFOR's authorization;
> Applied maintenance product model, SN does not match with the returned set;
> Failure due to force majeure such as earthquakes, floods etc.
> New performance requirements from customers which exceed manufacturer's promises as purchased;
> Other problems beyond the quality of product itself.

2.SANGFOR does not provide any warranty for customer's data stored inside the device or any other forms may relate to the products, please backup the information in case of loss.

3.User manual and CD are not in the warranty.

IV. Exception Clause
SANGFOR does not provide any warranty exceeds from the agreement hereby or other warranty that are not specified in a signed agreement.

 

V. Indemnity
SANGFOR should not assume the below responsibilities according to this warranty clauses:
Direct or indirect economic loss caused by customer data loss due to device suspension.

 

Reserved rights: SANGFOR holds the final reserved rights for the above agreement. SANGFOR holds the rights to necessarily modify the warranty information, product performance and normalization without advanced notify to customers.