Warranty
Chapter 12 - Warranty
12.1 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.
52
Component
Standard 36
Month Warranty
12 Month Warranty
Image DP4+ Graphics Cards
X
Vision Capture Cards (including ActiveSQX)
X
Power Supply Units
X
Hard Drives, RAM, Fans
X
12.2 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
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
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.
