Warranty
Chapter 11 - Warranty
11.1 Warranty Statement
Datapath provides a return to manufacturer warranty on all its products for a standard 36 month period, see the table
below for non standard warranty periods. It is important that RMA procedures are followed prior to products being
returned as often issues can be resolved quickly without the need for products being returned.
Component
Standard 36
Month War-
ranty
12 Month War-
ranty
Image DP4+ Graphics Cards
X
Vision Capture Cards (including ActiveSQX)
X
Power Supply Units
X
Hard Drives, RAM, Fans
X
11.2 RMA Returns Policy
If your Datapath product is not working as you expect, we recommend that you contact Datapath Ltd in the first
instance for support, since many issues that may first appear as hardware faults, are actually installation or set-up
problems and can normally be resolved without having to ship any hardware back to us. This route is therefore often
the quickest, easiest and cheapest way of solving the problems that you are experiencing. Please email
support@
datapath.co.uk
including as much detail regarding the failure as possible (for example: system description, signal types,
input or output resolutions and any other relevant background information).
It is essential for you to know the serial number of the product(s) when contacting us.
If it appears that the fault is most likely to be hardware related, please email
stating the serial
number and as much additional information regarding the nature of the failure as possible. Detailed explanation of
the fault will help us to better identify the problem and will direct additional focused testing if necessary. We will then
issue an “RMA Number” to you.
At the time that the “RMA Number” is issued we will inform you of the warranty status of the product and the cost of
the repair, if appropriate - see paragraph (b) below. The product should then be returned, at your cost, too Datapath
Ltd following the steps below.
There are 4 possible scenarios when a product is returned to us:
(a) The product is in warranty and is either found to be genuinely faulty or no fault is found. In these cases, the
product will be repaired as necessary, or replaced by a new or previously repaired product, and returned to
you at our cost.
(b) The product is out of warranty and is found to be faulty. The product if possible will be repaired or replaced
at fixed cost, as stated in the RMA authorisation email. To cover this payment, you will be required to either
provide a Purchase Order or Credit Card details, when the product is returned to us. (However, we will not
issue an invoice or charge the credit card until the repair has been completed and is about to be returned to
you)
(c) The product is in warranty but is found to be damaged by misuse. This will be treated as (b) above.
(d) The product is out of warranty and is obsolete. In the unlikely situation that the product can be neither
repaired nor replaced, because some of it’s components are obsolete and we have no swap-out stock left, then
the product will either be returned to you, or disposed of at your request, with no charge.
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