1. Warranty Coverage

This warranty provides comprehensive coverage for defects in materials and workmanship of the IT products supplied by Promark Tech Solutions Pvt. Ltd.. It applies during the warranty period, subject to the terms and conditions outlined below.

In-Location Warranty

For customers within the specified service area (typically within 100 kilometers or miles from an authorized service center)& excluding hilly or island landscapes. This warranty provides onsite service at the customer’s location. If the product experiences a defect due to manufacturing issues, a technician will visit the customer’s premises to repair or replace the faulty product at no extra charge.

Out-of-Location Warranty

For customers outside the standard service area or in remote locations, this warranty provides support through remote troubleshooting, and, if necessary, return-to-base repair or shipping options for product replacement.

2. In-Location Onsite Warranty Service

For customers within the regular service area, onsite warranty service is provided directly at the customer’s location. The following terms apply:

• Onsite Service: During the warranty period, which is (3 Years for IFPD & 1 Year for all the other IT Products), if found defective, an authorized technician will visit the customer’s location to assess and, if necessary, repair the product. In some cases, the product may need to be temporarily removed for more extensive repairs.
• Response Time: Onsite warranty service will be initiated within 2 business days from the date the warranty claim is approved. The response time may vary depending on the geographical location of the customer. If the need of repair, spares replacement arises, the standard TAT will be 10 days to either repair or replace the spare, depending on the availability of the spare parts.
• Remote Diagnosis: The warranty service process may begin with remote troubleshooting by customer support. TAT for the same is 2 business days. If remote assistance does not resolve the issue, an onsite technician will be dispatched.
• Service Hours: Service will generally be available during business hours [e.g., 9:00 AM to 5:00 PM, Monday to Friday], excluding holidays. Emergency or after-hours service may incur additional charges.
• Product Availability: If the defective product requires replacement and is no longer available, the manufacturer may provide a similar or equivalent model at its discretion.

3. Out-of-Location Onsite Warranty Service

For customers located outside the regular service area, the warranty will be fulfilled through a combination of remote support and/or return-to-base repair. Onsite visits are limited and may incur additional costs depending on location. The following terms apply:

• Remote Support: The manufacturer will attempt to diagnose and resolve issues remotely, via phone, email, or video call. This process includes troubleshooting steps that the customer can follow to identify and resolve the issue without requiring a technician visit.
• Onsite Technician Visit: If the product issue cannot be resolved remotely and the product is eligible for onsite service, the manufacturer will send a technician to the customer’s location. However, customers in outlying or remote areas may need to cover additional travel and service fees for the technician’s visit.
• Return-to-Base Repair: If the customer is located in an area where onsite service is not possible, the customer will be asked to return the product to the manufacturer’s service center for repair or replacement. The customer is responsible for shipping the product to the service center, and the manufacturer will cover the cost of returning the product after repair.
• Service Limitations: Service availability in out-of-location areas may be delayed due to shipping times, technician availability, or geographical challenges. In cases where onsite service cannot be provided, return-to-base repair will be the default service.

4. Exclusions

This warranty does not cover:

• Physical Damage: Damage caused by external factors such as drops, water exposure, fire, vandalism, or any misuse of the product.
• This warranty does not cover any damage or malfunction caused by high voltage, electricity fluctuations, power surges, or any other electrical irregularities. Damage resulting from improper electrical supply, including spikes, surges, or dips in voltage, is considered outside the scope of this warranty. Customers are advised to use appropriate surge protection devices (e.g., surge protectors, voltage stabilizers) to safeguard the product against electrical damage.
• Any repairs or replacements required due to electrical issues or power-related damage will be the responsibility of the customer and are not covered under the terms of this warranty.
• Unauthorized Modifications: Any repairs or modifications made to the product by unauthorized third parties.
• Consumable Items: Items that are designed to wear out over time, such as batteries, cables, or mounting brackets.
• Software/Configuration Issues: Problems arising from third-party software or improper configuration that does not affect the core functionality of the product.
• Shipping Damage: Damage that occurs during return shipping to the manufacturer, if the customer did not adequately package the product.
• Reinstallation or Relocation – Any damage or fault that occurs due to reinstalling or relocating the product from the original location by self and without prior intimation is not covered under the standard warranty

5. Warranty Period

• Standard Warranty: The standard warranty period begins on the date of purchase and lasts for (3 Years for IFPD & 1 Year for all the other IT Products). If a defect occurs within the warranty period, the manufacturer will repair or replace the defective product.
• Extended Warranty: An extended warranty is available for purchase beyond the standard period. Customers who purchase an extended warranty will receive continued coverage under the same conditions as the standard warranty.

6. Claim Process

• Initiating a Warranty Claim:
  1. Contact Support: To initiate a warranty claim, customers must contact the manufacturer’s customer service department via TOLL FREE # 1800 103 8878 or via support portal by visiting our website promark.co.in
  2. Provide Documentation: Customers must provide proof of purchase (e.g., receipt or invoice) and product serial number to validate the warranty claim.
  3. Remote Diagnosis: The manufacturer’s support team will attempt to resolve the issue remotely. If the problem cannot be solved remotely, the manufacturer will schedule an onsite technician visit for in-location service or provide return-to-base instructions for out-of-location service.

• Service Scheduling: After approval, an onsite technician visit (for in-location service) will be scheduled based on technician availability. For out-of-location service, the customer will be given instructions for shipping the product to the service center.
• Shipping: If the product must be returned to the service center, the customer is responsible for the cost of shipping to the manufacturer. The manufacturer will cover the cost of return shipping once the repair is completed.

7. Customer Responsibilities

• Accessibility: Customers must ensure that the product is accessible and available for service. If the product is in a hard-to-reach location, the customer may be asked to move it to a location where the technician can perform repairs.
• Packaging: If the product needs to be shipped back to the manufacturer for repair, customers are responsible for ensuring the product is properly packaged to avoid shipping damage. It is recommended to use the original packaging, or equivalent protective materials.

8. Limitations of Liability

• Manufacturer Liability: The manufacturer’s liability under this warranty is limited to the repair or replacement of the defective product. The manufacturer is not responsible for any indirect, incidental, or consequential damages resulting from the product’s failure, including but not limited to loss of data, business interruption, or loss of use.
• Replacement with Refurbished Products: If a replacement product is provided, it may be refurbished or equivalent to new in terms of performance and reliability.

9. Transferability

This warranty is non-transferable and applies only to the original purchaser of the product. If the product is resold or transferred to a new owner, the warranty is void, unless specifically authorized by the manufacturer.

10. Consumer Rights

This warranty grants the customer additional rights beyond those mandated by applicable consumer protection laws. If any part of this warranty is inconsistent with local laws, the relevant laws will take precedence.

By purchasing this product, you acknowledge and agree to these In-Location & Out-of-Location Onsite Warranty Terms. For more information or to initiate a warranty claim, please contact customer service at 1800 103 8878  or service@promark.co.in