After Sales Center

Policy Purpose and Scope

This policy sets forth the return and repair policy applicable to the products that are purchased by the authorized distributors from PixFra in oversea. We only accept Return Material Authorizations (“RMA”) requests from authorized distributors. This RMA Policy only applies to Pixfra products.

Amending this Policy: PixFra reserves the right to either amend or cancel this RMA Policy, in part or its entirety, at any time and with or without notice.

Pixfra’s Responsibility: Pixfra’s sole responsibility hereunder is limited to repairing or replacing any defective products returned by authorized distributors in oversea.

Warranty Period

The warranty period for products purchased through an PixFra authorized distributor shall start from the date of purchase as indicated on the invoice. If a valid purchase invoice is not available, the warranty period will be calculated from the date of delivery of the product from PixFra manufacturing. If the last valid warranty date is a statutory public holiday in [China], the first working day after that holiday shall be the last day.

Warranty Period shall expire according to the following chart depicting the Warranty Period. Warranty Period mentioned herein below applies to device only, excluding any wearing parts.

RMA Service and Process

Pixfra offers Return Merchandise Authorization Service (“RMA Service”) for the defective products to its Direct Purchasers (hereinafter referred as “Applicant”) within its warranty period subject to below requirements.

To obtain warranty service, Applicant must provide to RMA within the applicable warranty period:

1. A valid form of bill of sale or receipt substantiating the fact and date of sale to Dealer; and
2. Shipping documentation or records to substantiate the date of shipment to Dealer (or its designee).

Applicant must promptly notify RMA of any known warranty claims and cooperate in any claim investigation. Applicant must initiate all warranty claims using the RMA process set out below.

Make an Appointment

The RMA authorized number (hereinafter referred as “RMA number”) must be applied by the Applicant before returning the products. RMA number can be applied on Website: https://rma.dahuasecurity.com/en/Login.

Before Delivering Products to RMA

Please note the following points before you deliver the products to RMA:

1. Before delivering the products for repair or replace, please back up your programs and data contained in the products (including configuration data, audio and video data). Maintenance service may result in damage or loss of the aforementioned programs or data, and RMA shall not be liable for damage or loss of the aforementioned programs or data during the maintenance.
2. If the programs or data described in point 1 contain your private information, it is recommended that you’d better to delete the private information before delivering.
3. To ensure the safety of your account and password, it is recommended that you restore the products to the factory settings before delivering the products for repair, so that RMA could log into the system of the products for troubleshooting without using your account password. If you do not restore the factory settings, RMA will contact you when there is a need to use your account and password of products. You should reset the password after the products are repaired.

Make an Appointment within Valid Time

RMA appointment is valid for 30 natural days starting from the RMA number has been issued. The Applicant is in charge of returning the defective products described on RMA website the location designated in writing in such period. Otherwise, a new RMA number will be reassigned, and 30 natural days will be recalculated.

Replacement

Pixfra offers RMA Policy for defective products to Applicant. The application could be submitted through website: https://rma.dahuasecurity.com/en/Login.

In case the products have been painted, tampered, or the labels have been removed, the RMA Policy would not be applicable. Abovementioned products could be repaired with charge. You shall contact your seller for more information.

Replacement Terms and Conditions

• Applicant must fill in the correct serial number and part number with the faulty description for each product.
• During the reservation process, PIXFRA needs the Applicant to send the RMA Reservation to the repair service station designated in writing.
• Applicant needs to ensure that the label SN and PN or Model of the delivered product are consistent with the product you reserved. Otherwise, PixFra will reserve the right to exercise retroactive responsibility to the Applicant.
• Applicant must follow the steps to upload the product label photo, the overall appearance photo correctly, and if necessary, upload the product purchase invoice, and make sure that the uploaded photos are clearly visible.
• PixFra guarantees that the replacement product is a good product and not necessarily a new product. When the Applicant’s reservation is out of stock, the product of the same specification and model may be used for replacement. If you do not accept the substituted model, please make a note and mark it clearly.