Warranty & Repair

This Policy outlines the return and repair policy applicable to products purchased from an Authorised Distributor of Hanwha Vision Europe Limited (“Hanwha”). Hanwha will only accept RMA requests from an Authorised Distributor or a STEP Partner of Diamond level.

Hanwha reserves the right to amend this Policy, in part or in its entirety, at any time and with or without notice.
Hanwha’s sole responsibility in accordance with this Policy is limited to repairing or replacing defective products returned through our Authorised Distributors or Diamond STEP Partners, originally purchased from Hanwha Vision Europe Limited.

Product warranty comes into effect from the date of delivery to the Authorised Distributor. Warranty application is determined by the tracking of the product serial number and purchase order number.

Hanwha will repair or replace defective product within the warranty period specified in the table below.

Repairs to defective product performed outside of an authorised Hanwha service centre will invalidate any warranty applicable to the product.

The warranty applicable to each product, including its parts and accessories, is outlined in the Warranty Period section and Appendix 1.

Hanwha also offers Advanced Replacement on certain products within a predetermined period outlined in the Warranty Period section.

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  Thermal Cameras
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  Products that have been abused or improperly handled
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  Products that are no longer under warranty

Advanced Replacement can be requested via SalesForce.

Faulty product that has been replaced must be returned to the Service centre within thirty (30) days of the date the replacement product was shipped.

In the event the product is not received by this point, or if the item returned is discovered not to be faulty, Hanwha will issue an invoice to the Authorised Distributor for 60% of the original invoice value for the product, in addition to a £/€40 handling fee (per product).

Where the product is found to be Dead on Arrival during the notification period as outlined in the Warranty Period section of this document, such reports should be entered on SalesForce by the Authorised Distributor and include proof of delivery for the product to the System Integrator, or End User, and the product serial number.

On receipt of the notification, a Service agent will be in touch to arrange the collection/return of the defective item in due course. All Dead on Arrival products must be returned in their original packaging with all accessories.

Hanwha also offers all customers chargeable services on products outside of the standard warranty. Repair requests can be raised through an Authorised Distributor on SalesForce and the product returned to Hanwha’s Service centre for evaluation.

On receipt of the item, our Service agents will evaluate and determine whether the defective product is repairable and issue an estimate for the costs of repair, including delivery, to the Authorised Distributor for the customer to review.

It should be noted that if the product is over 5 years old, the ability to make repairs may be subject to the availability of any spare parts that may be required.

A repair can only proceed once the customer has provided written confirmation of acceptance of the estimate. Should the customer not wish to proceed with the repairs, a £/€40 handling fee is charged to the customer through the Authorised Distributor and Hanwha will return the defective product at the customer’s cost or dispose of the item locally, whichever option the customer selects.

Estimates provided are an assumption of costs and are subject to change.

Should the customer fail to respond within 14 days to an estimate for repair, to confirm whether they wish to proceed or not, Hanwha will return the product to the customer and issue a flat £/€40 handling fee for its processing.

Returned products shipped to Hanwha’s Service Centre must be properly packaged to prevent unintended damage during transportation. Any damage to the returned product caused by improper packaging may be charged to the Customer.

Hanwha reserves the right to inspect and test any returned product(s) to determine the actual cause of damage and/or defect.

If the malfunction of a part is found to be due to Customer fault, including but not limited to attempted repair, unauthorised repair, accident, misuse, abuse, neglect, improper maintenance, installation and connection, malfunction of a peripheral device(s), rust or deterioration caused by improper storage, an invoice for additional service fees covering repair charges, shipping costs and other applicable expenses may be issued.