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The following describes the warranty terms that are generally applicable to Ruijie Networks products.
Warranty Scope:
The warranty exclusively defines Ruijie Networks obligations (and hence the customer’s rights) in case of defects of Ruijie Networks products (“Products”). Different policies may apply to different types of Products. Warranties generally include remote technical support during business hours for a limited period as set out below and software updates, but exclude any of the additional benefits that are available to customers that enter into a separate service support contract. Warranties, as described in this document, do not apply to third-party hardware or software that Ruijie Networks may provide in combination with or as part of the Products. Such third-party hardware*1 and software*2 may however be covered by such third party’s warranty terms.
Unless otherwise agreed, warranty rights are not transferable, i.e., they apply only to the original End Customer.
Warranty Period and Start Date:
A warranty is available during a specific time period (the “Warranty Period”) commencing from the Warranty Start Date. The Warranty commences from the date of shipment to the customer by default if there is no other valid warranty document provided except the product bar code. (And in case of resale by a Ruijie Networks Authorized Reseller or Value-Added Partner, not more than 90 days after original shipment by Ruijie Networks. For Reyee series products, not more than 180 days after original shipment by Ruijie Networks.).
Valid warranty document:
(1). A product warranty card must indicate the distributor name, product name, model, product number, and purchase date.
(2). A formal invoice that carries the stamp of the tax authority.
(3). A product bar code must be clear, integral, and free of revision.
(4). Ruijie certified sales contract and the warranty terms on product packing are valid.
The warranty period starts from:
(1). The date indicated on the warranty card that is available on purchase.
(2). Proved invoice date.
(3). Warranty start date under the sales contract.
(4). 90 days (180 days for Reyee series products) after the delivery date indicated on the product bar code if none of the above is available.
(5). The latest warranty start date cannot exceed the product’s End of Life(EoL) Date.
When several valid warranty documents, except the product bar code, are available, warranty period calculation shall be based on the one the most favorable for the customer.
Business Remote Hours Support (BRHS):
Remote technical assistance includes technical consultation, troubleshooting, and bug fixing. Such technical assistance is provided by Ruijie TAC or Ruijie Post sales from 9:00 a.m. - 18:00 p.m.(local customer time) from Monday to Friday via both online live chat (https://www.ruijienetworks.com/rita) and Ruijie Service Portal ( https://caseportal.ruijienetworks.com/), and we are having an 24*7 Online Support chat via RITA at https://www.ruijienetworks.com/rita on low severity support,
Standard Hardware Warranty:
Products sold by Ruijie Networks regionally will entitle for Warranty Period of thirty-six (36) months. Ruijie provides a 1-year warranty for the power adapter included with Reyee series devices. The warranty start date is consistent with the device warranty start date based on the device S/N (Serial number). During the Warranty Period, Ruijie Networks will replace faulty hardware with refurbished or new equipment in the case the hardware cannot be repaired. For standard as well as extended hardware Warranty, the ‘Return for Repair (“RFR”) policy which aims to ship the replacement Product in fifteen (15) Calendar Days (“15CD-Ship”) *3 after receipt of the faulty Product at the local Ruijie Networks Spare Parts center will apply. This warranty also applies to hardware products and any software that is pre-installed upon delivery, such as the operating system and firewall. Ruijie Networks will continue to release updated versions of the software for customers to download and use based on their requirements until the product is discontinued.
Dead On Arrival:
Dead On Arrival (DOA): The equipment warranty period is not activated, there is no external damage, and it cannot work normally after the first power-on or fails within 30 days of power-on operation, you can apply for a DOA replacement.
DOA Judgment Criteria:
There is no external damage to the equipment;
The equipment warranty period is not activated;
The first power-on fails to operate normally or failure occurs within 30 days of power-on operation;
DOA replacement requires accessories and complete packaging (subject to the packing list), otherwise, it does not meet the commitment conditions for replacement and will be handled according to RMA service standards.
Claim and Hardware Return Procedures:
An eligible customer*4 may submit its RMA request through Ruijie Networks service representative*5, Ruijie Network service representative will handle the RMA request and shall issue a corresponding RMA number. If the RMA form has been received after 2:00 p.m. GMT+8, the request will be considered received on the next business day.
The following items are generally excluded from the RMA service provided by Ruijie Networks:
For Products with the Hardware Replacement policy, the faulty parts must be returned to a designated Ruijie Networks site within fifteen (15) business days after receiving the replacement equipment. In the event such parts are not returned in this period, Ruijie Networks reserves the right to charge the then-current list price of the replacement part provided.
When returning a Product, the RMA number must be displayed on the outside packing of the returned item. All Products and parts to be returned must be packed securely and must avoid physical damage and electrostatic discharge. Ruijie Networks shall pay transportation costs incurred with the delivery of the replacement equipment to the customer. If Ruijie Networks determines, at its sole discretion, that the returned Product is not defective or that the Warranty claim is invalid due to the Warranty exclusion policy listed below, the cost of replacement, including all shipping fees, shall be paid by the RMA requesting party.
Before you return the Product to the designated consignee, please backup the important data in the Product in time, and delete the data in the Product in time after backup to ensure the security of your data. Ruijie is not responsible for the backup and storage of any data in your returned Product. After receiving your returned Product, Ruijie will restore the Product to factory Settings and format the Product storage. Please note that after the above operations, the data in the Product will no longer exist and can not be recovered. If you do not do the above, resulting in the loss or disclosure of your data, you need to bear the consequences, and Ruijie does not assume any responsibility for this.
Warranty for Replaced Part:
The Warranty Period for a Product that is replaced during its original Warranty Period shall be the greater of
1) the balance of the remaining Warranty Period for the original part or
2) three months from the date that the replacement Product is delivered to the customer.
Software Warranty:
Ruijie Networks provides a warranty that the software will function in accordance with the product specifications during normal use for a period of thirty-six (36) months from the product delivery date. Please note that Ruijie Networks cannot guarantee that the software will be completely error-free or uninterrupted, and we may not be able to address all software errors. To ensure software performance, Ruijie Networks offers update services for the software included with the product. Customers can download software maintenance releases until the end of the product support period, which will be announced in an end-of-support announcement. These releases may include essential enhancements, bug fixes, or security updates for existing features of the installed software. You can access these releases on the Ruijie Networks support website: Support | Ruijie (ruijienetworks.com). Please be aware that software installation and patch development are not covered by this warranty unless otherwise specified. Additionally, the availability of the update service is subject to change without prior notice.
Warranty Exclusions:
Ruijie Networks shall not repair or replace any Product or correct any software in case of:
*1, *2, Third-party hardware and software refer to product item(s) that bundle with Ruijie Networks product without Ruijie Networks trademark; items such as power cords, console cables, USB thumb drives, open-source databases, software applications, tools are classified as third-party hardware and software
*3 Delivery time may vary depending on customer shipping location and the Ruijie Networks Spare Parts Centre location and is performed on a best-effort basis. Customers should allow for additional transit time due to international customs
*4 Only parties who purchased the Product from Ruijie Networks, a Ruijie Networks Authorized Distributor or a Ruijie Networks Value Added Partner.
*5 Ruijie Networks service representative may refer as a Ruijie Networks Distributor or Ruijie Networks Authorize Service Partner or Ruijie Networks Industry Specialist Partner.
DISCLAIMER OF WARRANTIES
THIS WARRANTY IS PROVIDED IN LIEU OF ALL OTHER RIGHTS, CONDITIONS AND WARRANTIES. RUIJIE NETWORKS CO. LTD., MAKES NO OTHER EXPRESS OR IMPLIED WARRANTY WITH RESPECT TO THE SOFTWARE, HARDWARE, PRODUCTS, DOCUMENTATION OR RUIJIE NETWORKS CO. LTD., SUPPORT, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD-PARTY RIGHTS. RUIJIE NETWORKS CO. LTD., DOES NOT WARRANT THAT ANY PRODUCTS WILL BE ERROR-FREE, OR THAT ANY DEFECTS THAT MAY EXIST IN ITS PRODUCTS CAN BE CORRECTED. IN NO EVENT SHALL RUIJIE NETWORKS CO. LTD., BE LIABLE FOR COST OF PROCUREMENT OF SUBSTITUTE GOODS, LOST PROFITS OR ANY OTHER SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST DATA), HOWEVER CAUSED WHETHER OR NOT RUIJIE NETWORKS CO. LTD., HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
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