NUUO RMA / DOA Policy

General

Warranty Period

NUUO hardware, including all network video recorders (NVR), appliances and I/O boxes, are under warranty against defects in materials and workmanship for two (2) years from the date of shipment from NUUO. For individual device’s warranty coverage, please refer to our warranty card included in the shipping box.

If the product is repaired or replaced, the repaired or replaced product shall continue to be under warranty for the remaining time of the original warranty period or for three (3) months from the date of repair or replacement, whichever is longer.

Process

1. Please contact NUUO eHelpdesk to check the product status
2. Follow the troubleshooting steps provided by NUUO Tech Support
3. Check the warranty status based on the unit serial number.
4. NUUO Tech Support will provide RMA number via eHelpdesk in the case of unit replacement.

Exclusion

This limited warranty applies only to the hardware components of the product as originally delivered and does not apply to any software or other equipment. NUUO Inc. reserves the authority to determine whether the defective product should be repaired.

This warranty does not cover replacement of products damaged by abuse, accident, misuse, neglect, alteration, natural disaster/act of God, improper installation, and improper testing. This limited warranty also does not apply to any products that have been repaired by anyone other than NUUO Inc.

Under Warranty

Standard Return Merchandise Authorization (RMA)

Unit within warranty period and is not functioning in accordance with the accompanying written material. The RMA case must be reported to NUUO Tech Support via eHelpdesk system. Once received, the unit will reset to factory default for testing. If the unit is defective, NUUO will provide an equivalent replacement unit and send it back within 5 working days. If the replacement part is not in stock or not available, it will be shipped within 10 working days.

NUUO is responsible for the RMA shipping cost from NUUO to applicant’s side and all repairing fees. Applicant is only responsible for the cost of shipping to NUUO.

Damage on Arrival (DOA)

All NUUO hardware is covered against damage on arrival for 30 days from the shipment day. Any DOA item will be replaced by new product. All DOA cases will need to be verified by NUUO Tech Support via eHelpdesk system. Please provide NUUO Tech Support with the required delivery date for the replacement and NUUO will arrange the shipment accordingly.

Two-way shipping cost between applicant’s side and NUUO is covered by NUUO. NUUO is also responsible for the repairing fee.

Out of Warranty

Depending on the service period of the product, units that are out of warranty will be processed in accordance with the following guidelines:

Out of warranty but within Service Period

Customer needs to cover both shipping fee and repair / inspection fee.

• Even If the unit is not defective, NUUO will charge the distributor for inspection costs.
• For detective units, eHelpdesk will provide detailed repair quotations to customer.

NUUO will issue “Performa Invoice” with detailed quotations before making repairs for out-of-warranty units. NUUO reserves the right to refuse repair services to customer whom does not sign the invoice. Furthermore, NUUO will scrap defective units without prior notice should customers neglect to sign the invoice back within one month.

Users are responsible for out-of-warranty two-way RMA shipping costs.

End of Life (EOL)

When the product reaches end of life stage, this product still carries its warranty until the announcement of End of Service (EOS).

End of Service (EOS)

RMA service will be discontinued once the product reaches end of service stage. Please refer to Discontinued Product page for detail.

Trade-In Program

For items that are EOS or out-of-warranty, please contact NUUO sales for alternative trade-in program at sales@nuuo.com