Dahua CEE&Nordic Product Warranty Policy

Applicable Region and Date

This document sets forth the return and repair policy applicable to the products that are purchased from Dahua authorized distributors starting from 1st, January, 2022 in CEE&Nordic Region. ("Dahua").

The CEE&Nordic region refers to the markets as below listed - Poland, Romania, Serbia, Czech Republic, Slovakia, Hungary, Slovenia, Bulgaria, Albania, Bosnia and Herzegovina, Croatia, Denmark, Finland, Greece, Iceland, North Macedonia, Montenegro, Kosovo, Norway, Sweden, Turkey, Cyprus, Israel, Palestine.

DAHUA accepts the RMA (Return Merchandise Authorization) requests from the Direct Purchasers and Authorized Distributors. If you have any problem about our products, please contact the Distributor from whom you bought the products.

Dahua reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice. If there is any conflict with contract terms and conditions, the contract terms and conditions shall prevail.

5-Year Quality Guarantee

Selected project-based Dahua products shipped on January 1, 2022, onwards are now covered by the upgraded 5-year warranty, free of charge.

Download

From now on, our customers in a project can enjoy lower cost, longer warranty period, and more reassuring services.

Leaflet_Dahua_5-year-Warranty_V1.0_EN_202205.pdf

Warranty Start Date Based on Partner App

The warranty period will now be calculated from the date the product is scanned via the Partner App. 

Alternative Warranty Start Dates

If the Partner App is not available in a country, or the product is not scanned, the warranty period will be based on the DT (distributor) sale date. If the country does not have Partner App or DT sales data, The warranty period for any product start on the date that the distributor ships and invoices the product to dealer/end-users, whereas it cannot be later than 6 months from the date of release from DAHUA's warehouse.

Special Product Lines

For certain product lines (e.g. Wi-Fi products), the warranty will begin from the product’s activation date. If the warranty period is otherwise agreed upon in the contract signed by the Distributor while ordering Dahua products, the said contract shall prevail.

Warranty Calculation Order 

The priority order of the warranty start date is as follows:
1.Partner App’s scanning date  
2.DT’s sale date  
3.Dahua’s shipment date

Please note that this policy is not applicable to buyout, OEM brands, or hard drives. For project-based business, the warranty will follow the terms specified in the project contract (e.g. product arrival inspection, delivery acceptance date).

Warranty Period

Dahua hardware products are generally covered by a THREE (3) year warranty. Several products may have different warranty period. Please check below table for more details:

*The standard Warranty Period for consumable parts such as a mouse, power cord/data cable and support is 3 months.
*If the part repaired is less than 3 months to the end of the free Warranty Period from the date of
repair, the part’s free warranty service period shall be extended to 3 months after the date of repair; in case of the same fault not for human factors, out-of-warranty products repaired shall have a Warranty Period of 6 months.
*If the Warranty Period is otherwise agreed by the contract signed by the Distributor while ordering DAHUA products, the contract shall prevail.
*For after-sales services of the products purchased by Distributor who have concluded a separate warranty agreement with Dahua or its affiliates, that warranty agreement shall prevail between Dahua and the concerned Distributor.
*DOA (Defect on Arrival): any claim in respect to DOA shall be made in writing by Distributor to Dahua within 90 days from Dahua shipment date. After Dahua’s confirmation of the DOA, Dahua shall replace with a new product. Note：Packing defects are not included.
*Thermal Security Camera wearing parts separately have a warranty period of 12 months. List of
wearing parts: PTZ unit, conductive slip ring, motor, timing belt, oil seal, wiper, fan, lens motor, lens potentiometer, thermal imaging core shutter, lens limit switch, thermal lens protecting window, lens coating( thermal lens and visible lens), laser range finder, laser illuminator.
*Thermal Temperature Monitoring Camera wearing parts separately have a warranty period of 12 months. List of wearing parts: thermal core shutter, thermal lens, thermal lens protecting window.
*PTZ Cameras wearing parts separately have a warranty period of 12 months. List of wearing parts: coaxial cable, conductive slip ring, motor, belt, wiper,fan, lens motor,laser,horn, buzzer,protective window coating,anticorrosive coating,adapter.
*Fire Control:
a.The battery life is determined according to the actual usage, which is NOT within the scope of the product warranty.
b.Malfunction not caused by the equipment itself is NOT within the scope of product warranty,

including long-term use of the smoke chamber, leading to false alarms and malfunction and there has been a real smoke alarm during usage, which needs to be repaired, cleaned and replaced.
*Packaging Requirements:
Applicant should follow DAHUA's packaging requirements in order to avoid any damages occurred during the transit. All packages conditions should be equivalent to those taken by DAHUA when it first shipped the products to the Applicant. Each package must be marked with a standard RMA number (written in large black or blue fonts on the outside of each package) and properly sealed. A copy of RMA form, packing lists with contents of each package shall be attached to the shipping package.
*Freight:
The Applicant shall pay the freight for returning the products to DAHUA or its designated location. DAHUA will pay the freight for returning the repaired products to Applicant. Applicant shall select shipping method and carriers with caution and purchase transportation insurance. DAHUA does not bear any loss caused by during the shipping process.

*Exclusions: The following situations are not within the scope of DAHUA's RMA services.

Dahua Defect-on-Arrival ("DOA") Process Procedures:
If you receive products that are found to be Defect on Arrival("DOA") - either: (1) not in good working order right out of box; or (2) found to be defective within 30days from the date of purchase, after Dahua verification, you are authorized to receive an automatic new device replacement. Please submit a ticket through Dahua CEE&Nordic Helpdesk portal (https://dahua.support) with information
- Model Name, Serial Number, Purchase Proof and defect descriptions to let us help you.
Limitations & Waiver:
1 Alterations will void any warranties the products may have, or had. Examples of alterations may include:
-Counterfeit Dahua Product Label(s).
-Products with any of the labels missing.
-Jumpers, wires, or any other mechanical/electronic parts are added to the product.
-Any part or component is removed from the original product.
-PCBA/Lens/Housing/Other Parts are disassembled then assembled incorrectly.
-Any attempt to repair or alter a product outside of a Dahua RMA Center.
-Labels have been switched:
-Genuine Dahua labels on non-Dahua products.
-Genuine Dahua label(s) on different Dahua product(s).
-Labels exhibit tampering.
-Label missing standard printing such as FCC, UL or Serial Number or Model Name.
-Serial number on a product does not match with the packaging for such product.
-Any other change in original state of the product.
2 Any physical, or accidental, damage to a product will void any warranties the products may have, or had. Examples of physical, or accidental, damage may include:
-Broken pins on connectors
-Blown power board due to applying wrong voltage and/or current.
-Connector(s) are damaged, cracked, missing or broken.
-Damaged components on the circuit boards.
-Dented product case / housing.
-Torn or punctured lens cover, case and/or any other parts.
-Deep scratch on the Product.
-Loose, damaged, or missing screws.
-Missing circuit board(s)
-Obscured fan/heater parts (if applicable).
-Stripped mounting hole threads,

3 The malfunction of a part is determined to be due to a Customer Induced Defect or Damage ("CID") including but not limited to an attempted repair, unauthorized repair, accident, misuse, abuse, neglect, improper maintenance, installation and connection, malfunction of a peripheral device(s), rust or deterioration caused by improper storage, will void any warranties the products may have, or had.
4 DAHUA shall not be responsible for the removal of system settings in Products repaired. When sending the Product for repair, a copy of settings should be saved so that it is available should the data be lost. DAHUA shall not be responsible also for the loss of data saved on hard disks or other media.