Hardware Product Warranty Policy

Dear Customer,

Thank you for choosing a Trueview product.

While Warner Electronics India Private Limited’s (“We/Company/Trueview”) has taken best efforts to ensure that any Trueview product remains free from defect, we are happy to offer a warranty to cover any latent hardware manufacturing defect that may interfere in the ability of a consumer to use our products.

The terms of the Warranty Policy are described below.

1. Scope

  1. Eligibility: This warranty can be claimed only by the consumer who first bought the product from an authorized vendor of the Company (Dealer). It cannot be claimed by a consumer who bought the product through resale or other arrangement. The warranty is non-transferable.
  2. Territory: This warranty is applicable to the products sold and used in India only.
  3. Only hardware defects covered: The Company’s warranty policy covers manufacturing defects in hardware only. The Company’s obligation under this warranty is limited to repairing or replacing the defective hardware in the product, at its sole discretion, subject to availability of the hardware. The decision on nature of defect (whether related to manufacturing or not) arrived at by the Company will be final and binding on the Customer.
  4. Software not covered: There is no warranty on software whether pre-installed on the product or sold separately or updated by the Customer in the product either during or after the purchase of the product. The terms of use of software are governed by its respective end user license agreement.
  5. Invalidation of warranty due to improper use It is the user’s responsibility to ensure that the Product is used in accordance with the manufacturer’s guidelines detailed in the instruction manual, supplied with the product or available on the website, failure to do so will invalidate the Warranty Policy.
  6. Warranty subject to change: The Company has all right to change the warranty and/or the warranty period as and when it deems fit. The Customer is advised to refer to the Company’s website for the latest warranty policy of the Company which shall be binding on the Customer.

2. Duration of Warranty

  1. Duration of warranty: The time period within which this warranty can be claimed by the Customer is stipulated in the table in Clause three (3) below.
  2. Start date of warranty: The start date of the warranty period shall be the date of first purchase of product (mentioned on the Invoice) by the Customer from an authorized vendor of the Company.
  3. Registration: The Customer must register itself as a purchaser of product by uploading a clear copy of tax invoice on the Company’s website https://trueview.co.in/ and along with Customer’s contact details. The registration will be confirmed only when the Customer receives a confirmation email from the Company.

3. Coverage

The time-period for which this warranty is available to Customer of Company’s products stipulated below:

Name of ProductWarranty Period offered by Manufacturer
AiO Computer Interactive Flat Panel Display3 years
OPS (Open Pluggable Source)3 years
Video Conferencing Camera & Solutions1 Year
Video Wall Monitor1 year
Digital Signage System1 year
Display Controllers1 year
CCTV Camera2 years
Network/Digital Video Recorder2 years
PoE Switch2 years
Router2 years
Solar Power Supply2 years

4. Exclusion

This warranty does not apply:

  1. to products that have been purchased from persons other than the Company or authorized vendors of Company;
  2. to consumable parts of product, unless failure has occurred due to a defect in materials or workmanship and is reported within fifteen (15) days of purchase;
  3. to cosmetic damage to boxes, packaging or exterior surfaces (including during transit and handling);
  4. to damage caused by use with another product not recommended by Company;
  5. to damage caused by accident, abuse, misuse, liquid contact, Physical & water damages, fire, earthquake lightning, abnormal voltage, acts of God or other external force majeure cause;
  6. to defects caused by household pets, rats, cockroaches or any other animals or insects;
  7. if product has not been used according to instructions given in the User Manual, as determined by the Company;
  8. if defect has been caused due to improper use of the product, as determined by the Authorized Service Centre / Company personnel;
  9. if the product has been modified to alter functionality or capability without the written permission of Company, including but not limited to installation of custom firmware or other not recommended software, external accessories, installation & configuration of drivers, network & hardware optimizations, BIOS updates system / data recovery, cabling or connections, failures or malfunctioning resulting due to the use of third party software and APKs;
  10. if product is stored and/or operated under conditions that do not conform to the recommended operating conditions of the machine/unit;
  11. if the defect is caused by normal wear and tear or otherwise due to the normal aging of the product;
  12. if any serial number, identification labels or any part of the product has been removed, tampered or defaced from the product;
  13. if the product is stolen or Company reasonably believes that the product is stolen based on information provided by law enforcement authorities;
  14. where proof of purchase (invoice or purchase order confirmation) cannot be provided;
  15. if any maintenance or repairs on product have been performed by any third party service provider;
  16. to any compatibility and/or connectivity issue including product issues due to deficient signal reception or set up adjustments;
  17. to any kind of failure of product, provided the product is able to perform in accordance with its specifications.
  18. if the product has been operated with variation of ±5% of rated voltage at 50Hz. Any failure due to voltage / fluctuation beyond specified tolerance, Burnt PCB or components will not be covered under warranty;

Note: The Company does not accept any liability arising from many consequential or resulting damage or loss to property or life arising directly or indirectly out of any defect in the Company’s product.

5. Warranty Service

Customer must follow the below procedure to claim warranty.

  1. Contact the authorised service centre: The Customer should contact the centralized helpline numbers or Company’s nearest authorised service centre in order to claim warranty. After due verification, the authorised Company personnel will check the product remotely/physically to determine the nature of defect and coverage of the warranty to the defect. The decision of the authorised Company personnel on nature of defect and coverage of this warranty to the defect shall be final and binding on Customer. Upon agreement on defect and coverage by warranty, the authorized personnel may elect to repair or replace the product. The customer needs to send the product on the address suggested by the authorised Company personnel. If product is out of warranty period, or if the nature of defect is such that it is not covered in this policy, then the Customer will have to bear the cost of repair and replacement (including service fee). Customer is advised to check with the authorised personnel regarding the cost estimation of same beforehand.
  2. Dead on Arrival (“DOA”) products: In case of DOA products, Customer is requested to contact Company service centre or authorized vendor (seller) for replacement within 7 days of purchase. To know about our DOA Policy, Click here. 
  3. Evidence of defect: Where products are deemed faulty on delivery, photographic evidence of the damage should be submitted to Company via email before the product will be repaired or replaced in accordance with these terms.
  4. Key condition of repair or replacement of defective part:
    1. The Company reserves the right to repair the defective part of the product, or replace the product or relevant part (hardware only) with the same or equivalent product or part at its sole discretion. The replaced product may differ from the defective product in size and specifications, as per the availability with the Company.
    2. If a defect is incapable of repair, or if Company determines in its sole discretion that it will not be able to repair or replace the defective product, the Customer may elect to provide pro-rata refund for the product according to the Company’s depreciation policy upon return to Company of the defective product. All returned products and parts thereof shall become the property of Company upon replacement and refund.
    3. The Company or its Authorized Service Center reserves the right to retain any part/s or component replaced at its discretion. Where a warranty is provided, the product or part replaced becomes the property of the Company.
    4. While the Company will make every effort to carry out repairs or replacement at the earliest, it however is made expressly clear that the Company is under no obligation to do so in a specified period of time.
    5. If any coloured internal or external components are replaced, there will be attempt to ensure that the shades match with the original or other components. The replaced shades, patterns, tints may vary from the Customer’s unit due to continuous usage of the unit.
    6. While repairing the product if the Company needs to repair or replace any additional part in the product which is not covered under Warranty Policy, then authorised personnel shall intimate the Customer accordingly and Customer will need to pay additional charges for the same.
  5. Customer to pay full charges if product not found defective: The Company may seek reimbursement of any costs incurred by it where the product is found to be in good working order, or when it has been determined that the Warranty Policy does not apply.
  6. Repairs beyond warranty period: Even after the expiry of the warranty period for a product, the Customer is free to approach Company’s authorised service centres for repairs of any defect in the product on paid basis. An good-faith estimate of charges will be informed to the Customer prior to repair.

Note: Customer is advised to take back up of its data periodically and before handing over the product for repair or replacement. Company is not responsible for damage to or loss of any programs, data, or removable storage media. To the extent permitted by law, Company is not responsible for the restoration or reinstallation of any programs/software/data and will not be held responsible for damage or loss to these items.

6. Disclaimer

  1. Use of product: The Company shall not be liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use the product. Under no circumstances shall the Company be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the product.
  2. Company’s product related literature: The literature such as catalogues, specifications, technical data drawings or similar material provided by the Company (whether in writing or orally informed by any of the Company’s authorised representatives) are for identifying and/or for referencing Company’s products only and shall not be considered as a warranty for the product.
  3. Expiry of warranty: This Warranty Policy is valid for the time period as specified in paragraph three above irrespective of whether the product was used or not by the Customer during the warranty period. Replacement of the product or a part or repair of any part under the Warranty Policy does not extend or restart the warranty period and shall assume the remaining warranty period of the original product and shall remain in force only for the unexpired period of the warranty.
  4. Unauthorized repair / modifications: The Warranty Policy will be void if Customer gets the product repaired from unauthorized dealer/person or damage or failure is caused by unauthorized modification or alteration.
  5. Company’s decision to prevail: The decision of the Company’s authorised personnel shall be final and binding in all warranty related matters. It shall prevail over any contrary representation made by any other person including an authorized vendor of the Company.

Except the terms explicitly stipulated above, the Company hereby excludes all implied conditions, terms, representations and undertakings.

7. Jurisdiction

The competent Courts situated at Aurangabad, Maharashtra shall have the exclusive jurisdiction to resolve any dispute arising in relation to or under this warranty.

Company can be contacted by telephone at +91 9225550000 or via email [email protected].

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