Warranty & RMA

Document Purpose and Scope: This document sets forth the return and repair policy applicable to the products that are purchased from the authorized distributors of Dahua Technology USA Inc. (“Dahua”). We only accept RMA requests from authorized distributors.

Amending this Policy: Dahua reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice.

Dahua‘s Responsibility: Dahua’s sole responsibility hereunder is limited to repairing or replacing any defective products returned by authorized distributors within the US and Canada.

Limited Hardware Warranty, Return & Exchange Policies, and RMA Process

Limited Hardware Warranty

Dahua Technology USA Inc. (“Dahua”) warrants to the original purchaser, but only if the original purchaser is a U.S.- or Canada-based Dahua-authorized distributor (“Distributor”), that any new Dahua-branded hardware product (“Product”) purchased directly from Dahua will be free from defects in material and workmanship, when given normal, intended, and proper usage, for the applicable Standard Warranty Period set forth in the table below.  All warranty periods begin on the date of Product shipment by Distributor to the dealer, systems integrator, reseller, or other third-party customer of Distributor (‘Dealer”), or the Dealer’s designee.  To the extent the Product is resold by Distributor directly to a Dealer that is a participant in Dahua’s All-Star Partner Program, the All-Star Warranty Period will apply to that Product in lieu of the Standard Warranty Period.

Product Line or Category1 Standard Warranty Period All-Star Warranty Period
Recorder (Excludes HDD Drives) 3 Year Repair (W/O Charge) 5 Year Repair (W/O Charge)
HDD Drives 3 Year Repair (W/O Charge) 3 Year Repair (W/O Charge)
Cameras, PTZ Cameras & Thermal Cameras 3 Year Repair (W/O Charge) 5 Year Repair (W/O Charge)
Camera Accessories (Excluding Power Supply) 3 Year Repair (W/O Charge) 5 Year Repair (W/O Charge)
Switches 3 Year Repair (W/O Charge) 5 Year Repair (W/O Charge)
Power Supply 2 Year Repair (W/O Charge) 2 Year Repair (W/O Charge)
LPR 2 Year Repair (W/O Charge) 4 Year Repair (W/O Charge)
Intercom/Access Control 2 Year Repair (W/O Charge) 4 Year Repair (W/O Charge)
Monitors 1 Year Repair (W/O Charge) 1 Year Repair (W/O Charge)
Thermal Temperature Monitoring Solution 1 Year Repair (W/O Charge) 1 Year Repair (W/O Charge)
Thermal Temperature Monitoring Solution: JQ-D70Z blackbody 1 Year Repair (W/O Charge) 1 Year Repair (W/O Charge)
Thermal Temperature Monitoring Solution: DH-TPC-BF3221-T camera, DH-TPC-BF5421-T camera 3 Year Repair (W/O Charge) 3 Year Repair (W/O Charge)
SafetyTemp Thermal Temperature Station: DHI-ASI7213X-T1 3 Year Repair (W/O Charge) 3 Year Repair (W/O Charge)
Handheld Thermal Temperature Monitoring Device: DH-TPC-HT2201 3 Year Repair (W/O Charge) 3 Year Repair (W/O Charge)
  1. Standard Warranty Periods and All-Star Warranty Periods do not apply to moving parts, belts, motors, fans, wiper blades, or removable flash memory in any Product.  The applicable warranty period for these items is one (1) year.

Process.  To obtain warranty service, Distributor must provide to Dahua within the applicable warranty period (a) a valid form of bill of sale or receipt substantiating the fact and date of sale to Dealer, and (b) shipping documentation or records to substantiate the date of shipment to Dealer (or its designee).  Distributor must promptly notify Dahua of any known warranty claims and cooperate in any claim investigation.  Distributor must initiate all warranty claims using Dahua’s the RMA process set out below.

Repair or Replacement.  During the applicable warranty period, Dahua will, in its sole discretion, either (a) repair the defective Product using new or refurbished parts, or (b) provide a same-model replacement (or if discontinued and unavailable, a materially equivalent or better model).  This is Dahua’s sole and exclusive liability under this Limited Hardware Warranty, and Distributor’s sole remedy.  Repaired and replacement Products will be warranted under the terms of this Limited Hardware Warranty for the remainder of the original warranty period or ninety (90) days from the date of shipment to Dealer (or its designee), whichever is longer.  Any replaced product or part becomes Dahua’s property.

Exclusions.  This Limited Hardware Warranty is contingent upon proper warehousing, shipment, and normal use of the Product, and will not apply if (a) the original Product identification markings (trademark, serial number, or model number) have been altered, defaced, or removed; (b) the Product has been modified or altered other than by Dahua; (c) the Product was installed other than in strict accordance with the user manual instructions other than by Dahua; (d) the Product was subject to faulty repair or maintenance other than by Dahua; (e) the Product was used for a purpose for which it was not designed or intended; (f) the Product was subjected to misuse, abuse, or negligence; (g) the Product was subjected to operating conditions (e.g., atmospheric, moisture, or humidity) outside of acceptable conditions specified in the user manual; (h) the Product was subjected to electrical short circuits or transients, accident, fire, flood, or other acts of God; or (i) the Product was purchased by Distributor from a person or entity other than Dahua.   This Limited Hardware Warranty does not apply to demonstration Products and certain incentive- or specially-priced Products, all of which are sold or provided by Dahua “AS IS” without any warranty.  This Limited Hardware Warranty does not include, and Dahua does not provide, any data recovery services.  DAHUA STRONGLY RECOMMENDS THAT DEALERS OR END USERS BACK UP PRODUCT DATA PRIOR TO SUBMITTING ANY PRODUCT FOR WARRANTY SERVICE, AND DISTRIBUTOR IS RESPONSIBLE FOR COMMUNCATING THIS RECOMMENDATION TO DEALERS AND END USERS.

Non-Transferable.  This Limited Hardware Warranty is specific to the Distributor and may not be transferred or assigned.  Any attempted transfer or assignment will be null and void and will not be recognized by Dahua.

No Software or Consumables Warranty.  This Limited Hardware Warranty does not extend to firmware or software accompanying, included with, or embedded in the Products (“Software”) or consumables, including, without limitation, fuses and batteries.  ALL SOFTWARE AND CONSUMABLES ARE PROVIDED “AS IS.” DAHUA DOES NOT GUARANTEE THAT ANY SOFTWARE WILL BE ERROR-FREE OR FUNCTION WITHOUT INTERRUPTION.

Disclaimers.  THIS LIMITED HARDWARE WARRANTY IS IN LIEU OF ANY OTHER WARRANTY, WHETHER EXPRESS OR IMPLIED, WRITTEN OR ORAL, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR USE OR PURPOSE, OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.  WITHOUT LIMITING THE PRECEDING SENTENCE, DAHUA MAKES NO CLAIMS, AND DISCLAIMS ALL WARRANTIES AND CONDITIONS, WHETHER EXPRESS OR IMPLIED, WRITTEN OR ORAL, WITH RESPECT TO ANY PRODUCT’S ABILITY OR EFFECTIVENESS IN PREVENTING OR REDUCING THE RISK OF, OR DAMAGES RESULTING FROM, PROPERTY DAMAGE OR LOSS, THEFT, PERSONAL INJURY, OR DEATH.

Limitation of Liability.  NEITHER DAHUA NOR ITS AFFILIATES WILL BE LIABLE FOR SPECIAL, PUNITIVE, INCIDENTAL, CONSEQUENTIAL, EXEMPLARY, MULTIPLE, OR OTHER INDIRECT DAMAGES, OR FOR LOSS OF PROFITS, LOSS OF DATA, LOSS OF USE DAMAGES, LOSS OF REVENUE OR PRODUCTION, LOSS OF GOODWILL, COST OF CAPITAL, COST OF SUBSTITUTE EQUIPMENT OR SERVICES, DOWNTIME COSTS, CUSTOMER CLAIMS, PROPERTY DAMAGE, THEFT, PERSONAL INJURY, OR DEATH, WHETHER BASED UPON WARRANTY, CONTRACT, TORT, STATUTE, STRICT LIABILITY, OR OTHERWISE, EVEN IF REASONABLY FORESEEABLE OR IF DAHUA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR LOSSES.  THE TOTAL AGGREGATE LIABILITY OF DAHUA AND ITS AFFILIATES FOR ALL CLAIMS UNDER THIS LIMITED HARDWARE WARRANTY IS LIMITED TO THE PRICE PAID BY DISTRIBUTOR FOR THE RELEVANT PRODUCT.

THE PRECEDING LIMITATIONS AND EXCLUSIONS WERE AN ESSENTIAL CONDITION IN SETTING PRODUCT PRICE.  Some jurisdictions do not allow exclusion or limitation of implied warranties, limitation of incidental or consequential damages for certain consumer products, or limitation of liability for personal injury.  To the extent such restrictions apply, the above limitations and exclusions will be applied to the maximum extent permitted by applicable law.

OTC (Over-the-Counter) Exchange Policy

During the first year of eligible warranty service for any defective Product, Dahua authorizes Distributor, in lieu of submitting the Product for warranty service, to take back the defective Product and provide Customer with a new “over-the-counter” same-model replacement (or if discontinued and unavailable, a materially equivalent model) from Distributor’s inventory.  Distributor will receive a credit for the replacement; provided, that (a) Distributor requests the credit through the RMA process within the one-year exchange period, (b) Distributor returns the defective Product to Dahua within thirty (30) days of requesting the credit, and (c) Dahua, in its sole discretion, confirms the returned Product is actually defective (non-defective Products will be returned to Distributor).  Distributor will use any issued credit to place an offsetting order to replenish its inventory. Note that the one-year exchange period runs concurrently with any applicable warranty period.

90-Day “No Questions Asked” Return Policy

Any Product resold by Distributor to a Dealer in a good faith transaction where the Product  is returned to Distributor within ninety (90) days of purchase may be returned “no questions asked” to Dahua for a credit equal to the Product purchase price originally paid by Distributor.  A credit will only be issued if Distributor requests the credit through the RMA process within the applicable return period and returns the Product to Dahua within thirty (30) days of requesting the credit.  Note that the applicable return period runs concurrently with any applicable warranty period.

Exceptions: The 90-Day “No Questions Asked” Return Policy excludes Dahua’s Thermal Temperature Monitoring Solution, including, without limitation, the JQ-D70Z blackbody, the DH-TPC-BF3221-T camera, and the DH-TPC-BF5421-T camera.  This Solution and these Products are not eligible for return.

Dahua’s DHI-ASI7213X-T1 SafetyTemp Thermal Temperature Station and Dahua’s DH-TPC-HT2201 Handheld Thermal Temperature Monitoring Device are included under the Return Policy, but the eligible return period for these products is thirty (30) days.

 

RMA Return Process

Step 1: Obtaining an RMA Number

Before Distributor submits a Product to Dahua for service or repair, Distributor must obtain an RMA number.  Distributor may obtain an RMA number one of two ways:

  1. Distributor may visit http://rmaus.dahuasecurity.com/ and fill out the online RMA Request Form. Distributor will need login credentials to access the website.  If Distributor does not have login credentials, Distributor should contact its Dahua sales representative.  Once the online RMA Request Form is submitted, an RMA number will be automatically generated.
  2. Distributor may alternatively send an email to usa@dahuatech.com and request a copy of the RMA Request Form.   Distributor must complete the form and return it via email to rma.usa@dahuatech.com to receive an RMA number (typically within one business day).

Please note that Dahua may require additional information in order to process certain returns.  Also note that RMA numbers expire ninety (90) days after issuance.  If an RMA number has expired, a new RMA number will need to be obtained.

Step 2: Shipping Back the Product

After obtaining an RMA number, Distributor will need to ship back the Product to Dahua.  Any Product returned to Dahua must be properly packaged in its original packaging (or packaging providing the Product with protection equivalent to the original packaging) and sent via a reputable courier with package tracking services to the address communicated to Distributor in the RMA process.  The RMA number must be clearly marked on the outside of the return shipment package.  If the return shipment contains multiple packages, the RMA number must be clearly marked on the outside of each package.  Distributor will be responsible for all shipping and handling costs for Product shipments to Dahua under any of the above warranties or return/exchange policies.

Step 3: Relax

Distributor will be notified of Dahua’s receipt of the Product, and Dahua will provide Distributor with regular status updates as to the repair progress.  After repairs are completed, Dahua will ship the Product (or, as applicable, a replacement) back to Distributor.  Dahua will be responsible for all shipping and handling costs for any shipments of repaired or replacement in-warranty Products to Distributor (or its designee).  Dahua will provide Distributor with the shipment date and any tracking numbers.  In certain situations a repair may not be possible, in which case Distributor will be promptly notified and provided with alternative options.

Out-of-Warranty Products

Dahua provides limited repair services for out-of-warranty and warranty-ineligible Products.  Distributor may ship any such Product to Dahua and request a non-binding estimate for the cost of repair.  Repair services will only be commenced upon Distributor’s authorization.  If Distributor declines repair or does not provide authorization within fifteen (15) days from the date Dahua provides the estimate, Dahua will return ship the Product to Distributor, at Distributor’s expense.  Distributor will be responsible for the actual cost of any authorized repair, including, without limitation, labor, components, and testing.  Distributor will also be responsible for all applicable taxes and in- and outbound shipping and handling expenses.  Dahua will suspend repair work and notify Distributor if Dahua determines that the actual repair cost will materially exceed the estimate, and in such case, repair work shall only resume upon Distributor’s authorization.