Return and Warranty Policy Statement Introduction The repair department will evaluate all equipment This Return and Warranty Policy Statement applies returned for repair to determine warranty coverage to XTS CORP equipment purchased directly from and will resolve any questions that may arise during XTS CORP. If you did not acquire the XTS CORP evaluation to make a final determination. equipment directly, return the equipment to the place of purchase. Note: Dealer, distributor, and integrator return and As all statements herein are subject to change, warranty policies may vary. Consult your XTS please check our website at www.xtsvideo.com for CORP program agreement, if applicable, or contact the latest policy. your local XTS CORP sales representative for If you have questions about this policy, contact the details. appropriate Technical support center. Technical support centers Returning XTS Products USA & LATIN AMERICA Before you can return any product to XTS CORP, you must obtain a return material authorization T. 1.866.797.8XTS (987) (RMA). This applies to all product returns, including P. 305.863.7779 warranty repair/replacements, nonwarranty repairs, F. 305.863.7478 advance replacements, and credit returns. E. firstname.lastname@example.org To obtain an RMA, contact the XTS technical support center (see technical support centers) for Subject to the terms of the limited warranty in effect your product, and have the product and the following at the time of purchase, XTS CORP will repair or information ready: replace a product that fails to meet the terms •Original PO number (not required for distribution provided, within the product’s warranty period. The partners) actual warranty period starts from either a) the date •SKU/part number of shipment from XTS CORP facility (point of origin) •Serial number or b) the manufacturer’s date code (if the shipment date is unknown. Technical support will provide you with an RMA For all warranty repairs, XTS CORP will cover parts number and an RMA acknowledgment form that and labor. We will return equipment via the same confirms your request. incoming ship method at no additional charge. If you Once you have the RMA, repackage the product request a different return ship method, we will appropriately) and attach the RMA charge for the full shipping cost. acknowledgement form on the outside of the package. Then send the product to the return Nonwarranty Repairs location given by the Technical support center. Nonwarranty repairs are granted an extended All products must be returned freight prepaid within warranty of 90 calendar days for all products. 30 days of obtaining an RMA. We reserve the right For all nonwarranty repairs, XTS CORP will provide to cancel the RMA after 30 days. If you fail to return you with a repair estimate that includes charges for the product within the 30 days, please contact parts, labor (in half-hour increments), and all Technical support to get a new RMA. shipping. Repair charges may be based on a flat We will not accept unauthorized returns or freight rate or parts and labor, and will vary based on actual collection returns; we will return these to you at your equipment and condition. You may pay for expense. nonwarranty repair charges by purchase order or If a returned product contains parts that are no credit card. longer available or repairable, we will contact you to discuss resolution and return of the material. Advance Replacement As with advance replacements, if we determine that the returned product is in good working order or that Advance replacement products are new or like-new performance issues were due to improper refurbished products and carry a full original installation, misuse, abuse, or other user-related equipment warranty. XTS CORP will send advance causes, we will issue no credit and you will remain replacement product to replace defective equipment responsible for paying the invoice. that has failed upon initial install for up to 90 days Note: Credit is not available for custom products. from the original date of shipment. We will ship advance replacements via ground the next business Refurbished B-stock products day. (In emergencies we may ship replacements by air.) XTS CORP occasionally offers select products for sale as B-stock—units that have been used in the Our repair department will evaluate the returned field and refurbished. B-stock and advance product to determine whether it is a warranty or replacement products—though they may come from nonwarranty replacement and bill you accordingly. the same pool of products—are covered by different We will invoice advance replacements at shipment warranty conditions and durations. Refurbished and credit you upon receipt of the defective product. products come with a one-year limited warranty. If we determine, however, that the returned product is in good working order or that performance issues Packaging your shipment were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit Protecting the value of returned products by and you will remain responsible for paying the packaging and shipping them correctly is your invoice. responsibility. We reserve the right to deny warranty coverage for any damage caused by failing to meet Note: Advance replacement is not available for the following packaging requirements: custom products. •All electronic components must be taped and/or Credit Returns contained in their original electrostatic protective packaging or an equivalent substitute. XTS CORP will refund or credit new, standard •All parts must be packed securely inside the production items that are unused and in the original external shipping carton to prevent mechanical unopened shipping cartons for a period of 60 days damage. from the original date of shipment. All returned •External packaging must be sufficient to protect the merchandise is subject to a 20% restocking fee. contents from the usual hazards of shipping. Products that have failed upon initial install within 90 days from the date of shipment (or date of Product warranty periods manufacture if shipment date is unknown) may be returned for credit without a restocking fee. XTS CORP will replace, without charge, any (Products purchased as part of a kit must be merchandise proved defective in material or returned through Advance replacement.) workmanship for a period of 2 years after the date of shipment.