Terms & Conditions
Get GVD Warranty Support
Follow the guide below to get GVD warranty support.
- For suspected hardware concerns, please contact GVD Support for troubleshooting first.
- If the problem persists after the troubleshooting of a GVD Technical Support Engineer, then authorization of RMA is required.
- After receiving the email confirmation with the RMA number from GVD Account Manager in your region, you may ship the products to GVD for the warranty service. It is advised to ensure proper packing and insuring of the product before shipping.
- Upon the completion of service, GVD will ship the product to you.
- The RMA number is valid for 30 days after the approval otherwise, the RMA number will be void and you will have to request a new RMA.
Warranty Table
The warranty is provided in the table below, and the warranty term starts from the invoice receipt date.
Software
GVD software warranty is one year from now on and applies to all software installed already on existing GVD devices or new shipments. The same rule also applies to dongle products.
|
Model
|
NVR Software
|
Device Pack
|
App Pack
|
VMS Software
|
E2200
|
Thin Client
|
|---|---|---|---|---|---|---|
|
Warranty Term
|
1 Year
|
1 Year
|
1 Year
|
1 Year
|
1 Year
|
No Warranty
|
Hardware
For the hardware products shipped after 2019.11.01(Nov-1), the warranty period is provided as shown below.
|
Model
|
M4108/M6 Series
|
Other M Series
|
S Series
|
C Series
|
X Series
|
E Series
|
D Series
|
|---|---|---|---|---|---|---|---|
|
Warranty Term
|
3 Year
|
2 Year
|
3 Year
|
3 Year
|
3 Year
|
2 Year
|
2 Year
|
For the hardware products shipped before 2019.11.01(Nov-1), the warranty is provided as shown below.
|
Model
|
M Series
|
E Series
|
D Series
|
C Series
|
S Series
|
X Series
|
K Series
|
|---|---|---|---|---|---|---|---|
|
Warranty Term
|
2 Year
|
2 Year
|
2 Year
|
2 Year
|
2 Year
|
2 Year
|
2 Year
|
Warranty Policy
- Do not return any hardware without an RMA number, which is required to ensure the proper tracking and handling of returned material.
- All products within the standard warranty period except void-of-warranty items will be repaired for free. However, an open box fee of USD. 150 will be charged if no damage is found during repair service.
- Products outside the standard warranty period, as well as void of warranty items, will be repaired at a reasonable cost. The estimated cost for the repair will be informed to the customer before proceeding.
- The standard repair within the warranty does not cover product refurbishment or replacement. If customers require replacement or refurbishment, it will be executed only when GVD also agrees with it.
- All defective products will be repaired and returned to customers within 15 business days after the date of receipt.
- The RMA number should be clearly marked on all returned products, boxes, packages, and accompanying paperwork. If it is not clearly marked, this may experience delays in the processing of the RMA.
- Customers will pay for shipping defective items to GVD for all products within the warranty period. GVD will pay for shipping repaired products to customers.
- Customers will pay for shipping defective items to GVD and shipping repaired products back to customers for all products out of warranty or void of warranty or if no damage is found during repair service.
- All products were counted as a DOA if they were damaged/broken within 30 days of delivery (the invoiced date) and GVD will pay for the freightage costs of shipping defective products to GVD and also repaired products to customers.
Replacement of Parts
- All exchanged parts and products replaced during warranty service will become the property of GVD and the parts not returned within 30 days will be invoiced at the full list price.
- GVD reserves the right to replace defective parts with any serviceable used parts that meet the performance specifications of the new part.
Warranty Limitations
- The warranty shall be void if improper handling, negligence, irregular damage or hits, accidents, theft, vandalism, fire, water, etc.
- The warranty shall be void if misuse of products out of its operation range listed on the specification or User Manual, such as wrong electrical power plug-in, the format of the software or Operation System, etc.
- The warranty shall be void if modification, maintenance, or repair of the products is not performed by GVD or its authorized service centers or authorized technicians.
- The sender is advised to insure the products at the time of shipment. GVD is not responsible for any loss/damage to the product during transit. The sender must ensure that the product is properly packed and it is advisable to use the original packing material to ship the product.
- GVD is not responsible for the loss of data under any circumstances. The customer is responsible for backing up all data saved on the product before bringing it in for repairs.
- The warranty does not apply if any defect arises directly or indirectly due to the use of parts not sold by GVD.
RMA Shipping Address:
Taipei Headquarters Customer Support Center
Genius Vision Digital Inc.
Address: 5F., No. 37, Sec. 3, Minquan E. Rd., Zhongshan Dist., Taipei City 104, Taiwan
TEL: +886‐2‐2516‐6001
FAX: +886‐2‐2516‐6201
Email: support@gvdigital.com
