This document outlines the scope of warranty provided with the purchase of your product and details the specific exclusions to this warranty together with the process for making a claim under this warranty.
1. Scope of Warranty
1.1. This limited warranty covers the following products within the TOPAZ Digital range
– TOPAZ SL Series Displays [19” – 55”]
– TOPAZ Android SL Series Displays [32” – 55”]
– TOPAZ SL Freestanding Displays [46” / 55”]
– TOPAZ Android SL Freestanding Displays [46” / 50” / 55”]
– TOPAZ Touch Series Displays [32” – 55”]
– TOPAZ Touch Series Freestanding Displays [46” / 55”]
2. Warranty
2.1. TOPAZ Digital grants a manufacturer’s guarantee of one year [12months] from the date of purchase for the LCD displays listed in paragraph 1 above. Unless an optional extended warranty has been purchased increasing the guarantee to a period of three years [36 months] from the date of purchase, for the avoidance of doubt a warranty extension will be detailed on your invoice if this option has been purchased.
2.2. The performance of warranty claims shall neither cause an extension nor a restart of the warranty period
2.3. During the warranty period TOPAZ Digital via its approved service centres shall correct product faults based on material or production defects. This warranty service is executed at TOPAZ Digitals discretion through repair, replacement of defective parts or by exchanging a product for a product of equal quality without charging the customer for material or labour.
2.4. Warranty claims are only accepted if TOPAZ Digital receives notification of a defective product within the guarantee period and TOPAZ Digitals RMA process is followed by the customer & RMA granted by our appointed service centre.
3. Warranty Exclusions & Limitations
3.1 The customer is responsible for ensuring their network is stable and allows the displays to communicate via the internet, this may require additional work from your network engineers including but not limited to adding MAC addresses to your network and changing firewall settings. The customer is responsible for all costs associated with their network and any alterations that may be necessary.
3.2 This warranty does not apply to any defect for which TOPAZ Digital is not responsible and which include but are not limited to the following:
- Unauthorised opening or disassembling of the product
- Faulty maintenance by non-observation of maintenance instructions
- Inappropriate storage or cleaning of the product
- Unauthorised modification of the product
- Incorrect use or misuse
- Non-observation of operating and installation instructions
- Permanent display of fixed images (causing image retention or image sticking)
- Environmental factors causing overheating and/or panel damage such as use in direct sunlight
- Operating the product in conditions which exceed the limitations of the specification
- Humidity and moisture damage
- Use of inappropriate boxes, packaging or modes of shipment
- Force majeure like fire, acts of war, acts of violence, chemical or biological impacts, lightning strikes, over voltage or similar events
- Normal wear and tear and wearing parts
4. How to obtain warranty and Service
4.1. In the event of your product requiring service or repair under this warranty during the warranty term TOPAZ Digital’s RMA process must be followed. In the first instance the issue should be reported to our technical support department, contact details can be found on the TOPAZ Digital web site
https://www.topazdigital.com/technical-support/
They will attempt to diagnose and resolve your problem over the telephone or through remote assistance. The Technical advisor may direct you to download and install designated software updates or Firmware updates.
Often issues may appear to indicate a hardware failure but can be caused through user error such as sending incorrect content or file formats to the screens, this is easily resolved by our technical team but it does require a process of elimination to correctly troubleshoot.
4.2. In the event that the technical department cannot resolve your issue they will elevate this to your nearest service centre and an RMA will be issued permitting the repair or replacement of your product. Product will only be accepted if an authorized RMA is granted.
5. Warranty Process for Dead on Arrival [DOA] product
5.1. When a product is received and an RMA is granted within thirty days [30] days of product delivery it is deemed to be ‘Dead on Arrival’ [DOA] and subsequently TOPAZ Digital will cover the shipping costs both ways for the shipping of the replacement product to the customer and also the return of the faulty product to our service centre.
5.2. On granting of the RMA the service centre will arrange to ship out a replacement display via ground shipping and arrange with you the return of the faulty display. Shipping must be via our appointed Service Centre carrier and no reimbursement will be made to the customer in the event they do not follow instructions from the service centre and arrange their own courier to return product.
5.3. It is the customers responsibility to arrange and pay for the installation of the new display and removal of the faulty display, TOPAZ Digital will not be responsible for any re-installation costs incurred nor any other cost however so incurred with the exception of providing in a replacement display in line with paragraph 5.2
5.4. When preparing product to return to the service centre it is essential ALL parts included with the product including accessory items such as remote control, key, antenna etc are also returned, failure to do so will result in a charge being passed onto the customer to cover these missing parts.
5.5. It is the responsibility of the customer to ensure when packaging the faulty product for return to the service centre that it is packaged where possible in the original packaging and to a standard that will ensure safe transportation. Failure to do so may result in charges being made for damage incurred in transit.
5.6. Failure to make available for return the faulty product in line with requests from the service centre within fourteen [14] days will result in the customer being charged in full for a new unit & payment will become immediately due.
6. Warranty Process after 30 days from delivery
6.1. When an RMA is grated after thirty [30] days from delivery but within the term of the warranty it is deemed to be an ‘In warranty’ fault and is subject to our standard warranty conditions.
6.2. On granting of the RMA the service centre will arrange an Advanced Exchange of your product where available and TOPAZ Digital will cover the shipping cost of this product from the service centre to the customer. The replacement may not be new, but will be in good working order and at least functionally equivalent to the item replaced. The item TOPAZ Digital replaces becomes the property of TOPAZ Digital
6.3. It is the customers responsibility to arrange and pay for the installation of the new display and removal of the faulty display, TOPAZ Digital will not be responsible for any re-installation costs incurred nor any other cost however so incurred with the exception of providing in a replacement display in line with paragraph 6.2
6.4. The customer will be provided details of their nearest service centre of where to return the faulty product back to TOPAZ Digital. It is the customers responsibility to return the faulty product back to the service centre within fourteen [14] days from receipt of the replacement product at the customers expense. Failure to return the faulty product back to the service centre will result in the customer being charged for the replacement unit & payment will become immediately due unless expressly agreed in writing with the service centre that the customer may dispose of the faulty product.
6.5. When preparing product to return to the service centre it is essential ALL parts included with the product including accessory items such as remote control, key, antenna etc. are also returned, failure to do so will result in a charge being passed onto the customer to cover these missing parts.
6.6. It is the responsibility of the customer to ensure when packaging the faulty product for return to the service centre that it is packaged where possible in the original packaging and to a standard that will ensure safe transportation. Failure to do so may result in charges being made for damage incurred in transit.
7. Limitation of Liability
7.1 Circumstances may arise where, because of a default on TOPAZ Digital’s part or other liability, you may be entitled to recover damages from TOPAZ Digital. In each such instance, regardless of the basis on which you are entitled to claim damages from TOPAZ Digital (including fundamental breach, negligence, misrepresentation, or other contract or tort claim), except and to the extent that liability cannot be waived or limited by applicable laws, TOPAZ Digital is liable for no more than the amount of actual direct damages suffered by you, up to the amount you paid for the product. This limit does not apply to damages for bodily injury (including death) and damage to real property and tangible personal property for which TOPAZ Digital is required by law to be liable.
This limit also applies to TOPAZ Digital’s suppliers, resellers, and the Service Centre. It is the maximum for which TOPAZ Digital, its suppliers, resellers, and Service Centre are collectively responsible.
UNDER NO CIRCUMSTANCES IS TOPAZ DIGITAL, ITS SUPPLIERS, RESELLERS, OR SERVICE CENTRE LIABLE FOR ANY OF THE FOLLOWING EVEN IF INFORMED OF THEIR POSSIBILITY:
1) THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES;
2) LOSS OF, OR DAMAGE TO, YOUR DATA; OR
3) SPECIAL, INCIDENTAL, OR INDIRECT DAMAGES OR FOR ANY ECONOMIC CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS, BUSINESS REVENUE, GOODWILL, OR ANTICIPATED SAVINGS
8. Applicable Law
8.1 The laws of England & Wales apply at all times