1. Introduction
Allion Fixture Return Merchandise Authorization (RMA) Policy (“The Policy”) details the limited hardware warranty and RMA process for Allion fixture products.
2. Warranty
2.1. Warranty Conditions and Period
- Subject to the conditions, limitations and disclaimers set forth below, Allion warrants that for the Warranty Period, Allion shall repair or replace any product or part proven to be defective or damaged due to material or manufacturing defects.
- Allion shall not provide hardware warranties to the original purchaser under conditions described in 3. Exclusions .
- Allion provides Allion fixtures a warranty of 90 days, beginning from the date of shipment. 10 additional working days are given for shipment.
2.2. In-Warranty Repairs
2.2.1 Repair Process
- When a product fails within the warranty period, please contact the Allion Fixture Service immediately.
- When the Allion Fixture Service receives the customer’s request, an Allion sales representative will examine the issue and consult with the Allion engineering team. The Allion engineering team will try to resolve the issue remotely.
- Once the Allion engineering team confirms that the issue cannot be solved remotely and further maintenance is required, the Allion sales representative will immediately contact the customer and arrange for the product to be sent back to Allion for repair.
- The Allion engineering team reserves the right to determine whether the defective product should be repaired or replaced. If it can be repaired, the Allion sales representative will inform the customer of the repair process and time frame.
- Allion provides repaired products a warranty of 30 days, beginning from the date of shipment. 10 additional working days are given for shipment.
2.2.2 Replacement Process
- If the Allion engineering team determines a product unrepairable, Allion shall be responsible for the unconditional replacement for the product during the warranty period.
- Allion shall replace the product when Allion has the available stock for the product.
- If the product is not available in stock, the Allion sales representative shall contact the customer for other alternatives.
2.3. Non-Warranty Repairs
Any repair requested for a product for which the warranty period has expired or has been invalidated (see 3. Exclusions ) is considered a non-warranty repair. All non-warranty repairs are chargeable for repair and shipping and are subject to availability of parts, components, and the condition of the defective product. For such repairs, the following shall apply:
2.3.1. Repair Service Fee
- Regardless of whether the returned product is repairable, a repair service fee will be charged for each item. The repair service fee will cover the cost of parts and labor incurred in the repair process.
- The customer needs to bear the cost of product shipping for both ways.
2.3.2. Conditions and Process
- When the product is found defective or damaged, please contact the Allion Fixture Contact Service immediately.
- If the Allion engineering team determines a product to be repairable, the Allion sales representative will contact the customer and provide the After-Sales Repair Quotation. After the customer receives the quotation and pays the repair service fee, the Allion engineering team will begin the repair immediately.
- Depending on the availability of necessary parts for repair and the extent of damage to the product, there is a possibility that the product is unrepairable.
- Allion provides repaired products a warranty of 30 days, beginning from the date of shipment. 10 additional working days are given for shipment.
- If the customer does not wish to repair the product, or the product is deemed unrepairable, Allion can return the unrepaired product to the customer or discard the product.
3. Exclusions
Under certain conditions, a warranty is invalidated when product damage is caused by (including but not limited to) misuse, neglect, abuse, accident, improper installation or unauthorized repair.
3.1. Conditions that Void the Warranty
- The warranty shall not cover products which have had their warranty expired.
- The warranty shall not cover products which have undergone repair unauthorized by Allion.
- The warranty shall not cover products which have undergone disassembly unauthorized by Allion.
- The warranty shall not cover products which have been damaged by external factors such as water, overcurrent, static, accidents, and/or shock.
- The warranty shall not cover products which have been damaged by mishandling, improper use, or negligence.
- The warranty shall not cover damage caused by any third-party products, including third-party parts integrated into the product by Allion due to customer request.
- Disclaimers
- The foregoing is the complete warranty statement of Allion fixture products, and supersedes all other oral or written guarantees and representations, whether oral or written.
- Except as expressly set forth above, no other warranties are made with respect to Allion products and Allion disclaims all other warranties not stated herein.
- Allion’s liability is limited to the price of the products. If Allion services are unable to solve customer issues, Allion is not liable for indirect or consequential loss, financial loss, loss of profits or loss of use sustained by any customer from the use of products.
- Allion will contact the customer in the case of unrepairable products, rejected returns and no fault found returns so that the products can be recovered by the customer. However, failure to recover the product within the said time periods will result in the product being classed as abandoned. All abandoned property will be suitably disposed of.