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© 2015 - 2016 Vital Home Systems, LLC
PRODUCT WARRANTY AND SERVICE
VHS guarantees that Products under warranty will be
replaced at no charge within the first sixty (60) days
from the date of written or electronic notification if the
Customer experiences a service-affecting failure.
Return of the defective unit to VHS will be at
Customer expense.
In order to obtain warranty coverage, Customer must
first contact VHS’s Technical Assistance Center
(“TAC”) by phone or email. TAC will ascertain the
problem and determine the most appropriate solution
for the Customer. TAC will assist and resolve the
problem by phone and/or email when possible.
After the initial sixty (60) day period but within the
Product’s Limited Warranty Period, VHS will repair (or
replace if Product cannot be repaired) an affected
Product. Customer can return such item(s) (after
obtaining a Return Material Authorization (“RMA”)
from VHS), freight prepaid, to VHS, and VHS will, in
its sole discretion, either repair or replace the
hardware, replace the software and/or correct
substantial program errors and return such items to
Customer, freight prepaid. If TAC determines that the
Product can be repaired, Customer must first obtain
an RMA from VHS. An RMA number is required prior
to the return of any Product to VHS.
Failure to obtain an RMA number may result in
rejection of the shipment to VHS and the subsequent
return of this equipment to Customer at Customer
expense. Instructions for obtaining an RMA number
and the RMA form to be submitted with an RMA
request
can
be
found
online
at
www.vitalhomesystems.com. VHS may elect to
replace hardware parts with new or refurbished parts
of equal quality. If VHS determines that the hardware
and/or media are not defective, it will return such
items to Customer, freight prepaid.
After the initial sixty (60) day period, VHS will replace
a Product with an advanced field replacement if, and
only if, Customer has purchased a maintenance
agreement and for the installation base that includes
the affected Product (“Maintenance and Support
Package”). For questions on purchasing a
Maintenance and Support Package, contact VHS as
provided in the Contact section herein, or call your
authorized sales representative. For Product failures
outside the initial Limited Warranty Period and not
covered by a Maintenance and Support Package,
Customer may have the Product repaired if parts are
available. Cost for repair is determined by each
individual product. Please contact VHS for additional
details.
LIMITATION OF WARRANTY
The foregoing warranties only apply to Product(s)
purchased from VHS or its authorized distributors and
re- sellers. It does not apply to any materials that are
procured as third-party items to be shipped from VHS
in conjunction with other parts and services of VHS or
any third-party components within VHS parts or
products. Examples of these items are items such as
plumbing parts, power cables, batteries, external
gateways wiring, hubs, routers, modems, and other
products. It also excludes items added to the
Purchase Order
(“PO”) for site-specific components,
such as, but not limited to: batteries, cables, fuse
panels, and any products that are not offered as a
standard item in VHS’s product and services catalog.
Products not manufactured or distributed by VHS will
carry the warranty and related terms and conditions
of the original manufacturer.
The above Limited Warranties for Product do not
apply if the hardware, software, or any other
equipment (upon which the authorized Software is
installed or devices explicitly authorized for use by
VHS) has been:
1. Installed, serviced or repaired by or on
behalf of Customer, other than by VHS or by
an authorized VHS Partner/distributor in
accordance with the Maintenance and
Support Package between VHS and
Partner, without the written approval of VHS;
2. Batteries, valves or any device or part not
purchased from VHS and attached to any
VHS supplied equipment such as the
VC100.
3. Altered or modified other than by VHS or its
authorized representatives without written
consent;
4. Damaged from negligence, improper use,
physical damage, improper installation,
repair, operation, or maintenance except as
described in VHS user documentation;
5. Subjected to abnormal physical or electrical
stress, abnormal environmental conditions,
misuse, or accident including water damage.
None of the VHS products are water
resistant or water proof other than the
physical water ball valve;
6. Damaged or destroyed by natural causes,
including, but not limited to, lightning, flood,
