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Warranty

Warranty Period


Glory Star Group (GS) warrants its products will be free from defects in material and workmanship for the duration of the warranty, which is 24 months from the date of invoice. The display panel has has 12( twelve) month warranty. The warranty status of a GS product is determined by checking the serial number of the product or component. Products with longer warranty periods will be separately mentioned on offer and order acknowledgement.




DOA Period


A product is DOA (Dead on Arrival) if it is defective or does not operate according to the product specification within 10 days of arrival. DOA are collected by Glory star unless agreed otherwise in writing. Products that does not meet DOA are listed in void warranty conditions ( point 4)




Repair Time/Turnaround Time (TAT)


RMA (Return Material Authorization)
GS will normally repair a defect item and have it ready for shipment within 14 working days after receipt of the defect system by GS. If the quantity of defect item exceeds this Turnaround time, GS will instantly inform customer. For larger lots, Glory Star will confirm the repair time separately.




Void Warranty Conditions


The product warranty covers only those defects which arise as a result of normal use of the product and do NOT apply to any:

  • Service required as a result of improper installation, including incorrect or insufficient AC supply.
  • Damaged caused by other system components
  • Damage (including cosmetic damage), failure, loss or personal injury due to misuse, abuse, negligence, improper maintenance or storage, or to acts of nature or other causes beyond our control. ( Causes beyond our control include but are not limited to lightning strike, power surges, power outages and water damage)
  • Image burn-in
  • Product where the original factory serial number has been removed, defaced or changed in any way
  • Product has been explicitly or implicitly modified, tampered, altered or repaired in any way by anybody other than qualified technical staff of GS
Concerning Pixel Functionality – your display contains about one million of individual pixels. Your display typically contain a small number of pixels that do not function normally. Your display has been inspected and is in compliance with manufacture’s specifications, indicating that any pixel defects do not affect the operation or use of your display.




Returning Goods


Customer will inform Glory Star of any defective item or component within the warranty period. An email can be sent to support@glorystargroup.com. Glory Star will first trouble shoot the problem over phone or video and help resolve the issue. If Glory Star determines that a product or component has to be returned to the factory, it will instruct the customer how to remove the components from the product. The customer will cover the cost of removing the defaulted part. The customer is to then follow the below procedure. RMA Procedure The following procedure to return goods to GS for repair is used by GS:

  1. Send an RMA request via e-mail to support@glorystargroup.com including contact information and model number, serial number, invoice detail and adequate failure description of each defect product OR to fill in the RMA form on this link www.glorystartouch.com/rma.
  2. GS determines if product is within warranty or out of warranty.
  3. Upon approval, customer sends the defect item to Glory Star (Flat D, 5/F, Excelsior Building, 364 Nathan Rd., Kowloon, H.K) with the following rules:​​​​
  • Each item should be well packed in the original or equivalent packaging to minimize the chance of damage during transportation. GS will not accept liability of any product damaged during transportation due to inadequate or insufficient packaging.
  • If the packaging is damaged in such a way that, according to GS, there is a fair chance that the inside product could be reasonably damaged too, GS will refuse the returned item. If Glory Star decides to renew the packaging to ensure safe shipping, this new packaging will be invoice to the customer.
If it is within warranty, customer will be responsible for freight cost back to Glory Star, Glory Star will be responsible for the cost of repair and return to the customer. If it is identified as human error or fault in the void warranty conditions, customer will be responsible for cost of repair and transportation back to customer if decided to conduct the repair work. DOA Procedure
  1. Customer ask for DOA request
  2. Customer will be contacted immediately and receives new product or repair priority status
  3. Glory Star will collect defected product(s)
  4. Product is shipped back to customer by Glory Star​
​​
Method of Transportation
Glory Star will not accept shipping cost from customers who decide to ship DOA products on their own initiative to Glory Star. These products are collected by Glory Star unless agreed upon writing.




Repair Charges


In warranty and DOA items are repaired/replaced free of charge. Glory Star will charge repairs for the following categories of items:

  • Out of warranty items – items for which the warranty has expired
  • Void Warranty Items- for which the responsibility for the defect or damage cannot be attributed to Glory Star see Void Warranty Conditions
A full repair report will be given to the customer upon request.




Non Repair Charges


If in or out of warranty items are returned for repair and no defects are found by Glory Star, Glory Star will charge USD35 for investigation with additional shipping costs.





 
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