Warranty
All ONELAN products purchased after October 1st 2014 come with a ‘return to factory’ Standard Warranty that is free of charge which runs for 24 months from the date of shipment from ONELAN. During this period, if a unit appears to be faulty, a competent user should work through the troubleshooting section on the support website. This will either resolve the problem or give an error code to email or ‘phone through to ONELAN using the contact details given above. The ONELAN Technical Team will also need to know the serial number of the unit. Ascertaining whether the fault can or cannot be rectified on-site will require a technical dialogue and some testing on the faulty unit. Therefore third party or non-technical referrals are not acceptable. If our engineers agree there is a fault, they will issue an RMA number and provide details in an email of how and where to return the unit. The cost of returning the faulty unit to the factory is borne by the Dealer/End User. The warranty will be invalidated if the goods have been wilfully damaged, altered or tampered with in any way without ONELAN’s permission. Repairs are usually completed within a 5-day turn-around. The cost of returning the repaired unit to the Dealer/End User is borne by ONELAN.
Extended Warranty
After the expiration of the Standard Warranty, cover can be extended to cover a further 2 years at an additional cost as per our latest price list. The terms and conditions are exactly the same as for Standard Warranty. An extension to 5 years is available on request.
Advanced Replacement Service
Advance Replacement Service is an enhanced level of service that provides faster replacements. This service can only be taken as an addition to Standard Warranty. Please refer to our current price list for cost details. This service is only available to customers in England, Scotland, Wales and Northern Ireland. The procedure is exactly as detailed for Standard Warranty above, but if the fault is reported and confirmed by ONELAN before 11:00AM on a working day, then a replacement will be shipped for overnight delivery. ONELAN will also arrange collection of the faulty unit. Details must be provided of a contact point for the person responsible for packing the faulty unit together with its power supply ready for collection. All carriage costs will be borne by ONELAN. Replacement units are not necessarily new units but will carry a warranty equivalent to the balance of warranty period associated with the original failed unit.
‘Dead on Arrival Units’
All ONELAN units are stress tested for 24 hours before shipment to ensure they are working correctly before they leave our premises. They are then packed in shock resistant packaging. However, very occasionally, a unit may be dead on arrival. In these circumstances the Dealer/End User may use the Advanced Replacement Service as detailed above regardless of whether the service was purchased or not.
Return Merchandise Authorization
This policy document applies to ONELAN Limited Resellers and End Users (“the customer”).
In the event any products are to be returned to ONELAN, the following RMA Policy will be followed:
1. Warranty
Please refer to the warranty documentation for warranty periods, available online. Or contact ONELAN Support for warranty status.
If the customer would like to raise an RMA for an out of warranty unit, there is a Fixed-Cost repair fee applicable prior to any repair work taking place. Contact ONELAN Support for details.
If ONELAN receives a unit for out of warranty repair and payment has not been made, a weekly reminder will be sent to the customer and the unit sent back to the customer after one month if no payment is received.
2. RMA Process
The customer contacts ONELAN Support or their reseller for diagnosis of an issue. If it is deemed the appropriate course of action, an RMA request is raised.
ONELAN Support then accepts or rejects the request and assigns an RMA number for further dealings.
Upon approval, payment (if applicable) and shipping instructions will be sent via email to the customer.
The customer is responsible for ensuring that content is backed up prior to shipping. ONELAN shall have no liability with respect to data lost, regardless of the cause.
Shipping
The customer should ensure the RMA number and serial number are marked on the outer packaging. Failure to do so may result in a delay to the repair. If ONELAN are unable to identify the RMA number:
- If the customer details are known, a weekly reminder will be sent to the customer requesting RMA details. The items will be returned after 1 month if no response is received.
- If the customer details are not known, ONELAN will contact the reseller if possible. If no progress is made, the item will be recycled after 12 months.
For international shipping, the customer should provide the shipping company with the following information:
Commodity Code Number – 85219000 90
There will be a £30 shipping surcharge added to the repair cost for out of warranty repairs with international shipping.
Repair Turn-Around-Time
Turn-Around-Time: Shipment receiving date to ONELAN shipping date
On receipt, ONELAN will check-in the repair and will aim for a 5 working day Turn-Around-Time.
3. Service Charges
ONELAN offers a fixed cost out of warranty repair service.
Service charges will apply under the following conditions:
- The warranty has expired
- The product has been misused, abused, subject to unauthorised disassembly or modification, operated in an unsuitable environment, improperly maintainted by the customer, or any other unknown situation for which ONELAN shall not be responsible (to be determined by ONELAN at their sole discretion).