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RMA

1. Introduction

1.1 Document Purpose and Scope:

This document addresses return policies applicable to the products purchased by customers (“Customers”) that are returned to Hikvision Canada Inc. (“Hikvision”) for repair or replacement.

Any exceptions to this Policy requested by Customers must be approved in writing by Hikvision.

1.2 Amending this Policy:

Hikvision may choose to amend the Policy, in part or its entirety, at any time, without notice.

1.3 Hikvision’s Responsibility:

Except otherwise agreed by the parties, Hikvision’s sole responsibility under Hikvision’s warranty is limited to repairing or replacing the defective products returned by Customer if the same is still within the product warranty period.

1.4 Calculation of Warranty Period:

The warranty period starts from the date of shipment, including:

(a) The date the distributor ships the product to dealers or end-users

(based on Proof of Purchase, “PoP”).

(b) The date Hikvision ships the product to the customer

(retrievable from Hikvision SAP or RMA systems).

If there is any discrepancy between (a) and (b), priority will be given to (a).

1.5 Details of Standard Warranty Period:

For details on the product warranty provided by Hikvision for the respective products, please refer to the following:

Group	Category	Product Line	Warranty Period (Month)
Analog group	Analog Cameras	Analog Cameras*	36
		Webcam*	36
		Lens, Bracket &Accessories	36
	DVR	7 series DVR*	36
		8/9 Series DVR*	36
		eDVR	36
	DVS	DVS	24
	Turbo Kits	Hikvision Turbo Kits*	36
	HiLook	HiLook	24
Audio and Sensing Group	Audio	Analog Audio*	24
		IP Audio*	36
		Speakerphones	24
	Sensing	Sensing product	60
		Fiber Optical Sensing	60
		Hyperspectral Sensing	60
IP Group	IPC	Wireless IPC	24
		1 Series IPC	24
		Value Express*	24
IP Group	IPC	2 Series IPC*	36
		3xx6/3xx7 Series IPC	60
		PCI	60
		6/7/8 Series IPC	60
		Solar-powered Camera	60
		Solar-powered Camera Battery	24
		Lens, Bracker &Accessories	36
	PTZ	Mini PTZ Series Speed Dome* (SE3/DE3 3inch&DE2 2inch &DE1 1inch)	36
		PT series PanoVu Mini*	36
		AE/DE Series PTZ*	36
		AF/DF Series PTZ	60
		SE/SF TandemVu Series Speed Dome	60
		DP series PanoVu PTZ	60
		DY3/DY5 Series PTZ Positioner*	36
		DY7/DY9/DYH Series PTZ Posisioner	60
		Anti-corrosion/Anti-explosion	60
	Thermal Imaging	Black Body	24
		Security Thermal Cameras	60
		Thermalgraphy Cameras	36
		Thermal Uncooled Microbolometer Detector	120
	NVR	7 Series NVR*	36
		8/9 Series NVR	60
		I Series Acusense NVR	60
		DeepinMind NVR	60
		eNVR	36
	IP Kits	Hikvision IP Kits	36
	HiLook	HiLook	24
Centre Group	Commercial Monitor	LCD	24
		LED*	24
		DLP*	24
	Interactive Flat Panel Display	Interactive Display	36
		Interactive Display Accessories	36
		Digital Signage	24
		Conference Camera	24
	Monitor	Monitor*	24
	Controller	Decoder	36
		Video Wall Controller	36
		Keyboard	24
	Transmission	Switch*	36
		Wireless Bridge*	36
		Wireless Router*	36
		APAC*	36
		UPS	24
		UPS Battery	12
		Cable	120
	Network Storage	Hybrid San	60
		Cluster Storage	60
		VMS Server*	36
		General Purpose Server*	36

MT Group	Intelligent Transportation System	Traffic Cameras	24
		Supplement Light and Auxiliary	24
		Traffic Server	24
		Signal Control	24
		Radar	24
		RFID	24
MT Group	PDA	PDA*	24
	PDA	PDA Battery	12
	Portable Terminal	PVR System	24
		Portable PTZ Cameras	24
		Body Worn Camera*	36
		Body Worn Camera Battery	12
	Entrance & Exit	Entrance & Exit*	24
		Parking Guidance*	24
		City Parking*	24
Mobile Group	Mobile Video Recorder	Mobile DVR*	36
	Mobile Video Recorder	Mobile NVR*	36
	Mobile Camera	Mobile Analog Camera*	36
	Mobile Camera	Mobile Network Camera*	36
	Mobile Accessories	Mobile Accessories	36
	Dash Cameras	Industry Dash cameras	24
	Dash Cameras	Consumer Dash cameras	24
Non-video Group	Access Control	Access Controller*	36
		Access Control Terminal*	36
		Card Reader*	36
		Card Issuer /Card Enrollment Station*	36
		Lock*	36
		Speed Gate / Turnstile*	36
	Intercom	Video Intercom*	36
	Intercom	SIP Phone and Server*	36
	Alarm	Wireless Panels*	24
		Wireless Peripherals and Modules*	24
		Wireless Detectors*	24
		Wired Panels*	24
		Wired Peripherals and Modules*	24
		Wired Detectors*	24
		Card*	24
		Alarm Detector Structure Accessories*	24
	Storage	3.5" HDD Surveillance	36
		3.5" HDD Enterprise	60
		TF card	24

* Extended warranty available for purchase, please contact your Hikvision Sales Representative for more information.

2. General Return Requirements and Instructions

2.1 Return Requirements: The following requirements shall apply to all product returns:

2.1.1 RMA Number Required: Approval from Hikvision and RMA number issued by Hikvision, must be obtained by the Customer prior to the return of any product. Hikvision may refuse to provide repair or replacement for product that the Customer forwarded to Hikvision without an RMA number, and return the product to the Customer with freight due.

Customers can obtain an RMA number through the following:

(a) Email (available for all Customers): Send a request to rma.ca@hikvision.com

(b) Hik-Partner Pro (HPP) (available for authorized distributors and professional installers): Via web or mobile app

2.1.2 RMA Discrepancies: Hikvision reserves the right to refuse to liaise with the applicable manufacturer, and to return product to Customer at Customer’s expense, if upon receipt of product, Hikvision determines that the prerequisites for the return of product have not been met and/or that the product returned does not match the product described in the RMA. Hikvision further reserves the right to charge Customer handling fees for such returns.

Prerequisites for Returns

Verification Requirements:

(1) Inclusion of PoP to ensure the equipment is within the warranty period.

(2) Serial numbers and models must match the RMA form.

(3) Confirm there is no evidence of physical or intentional damage.

2.1.3 Expiration: An RMA is valid for thirty (30) calendar days after its issuance by Hikvision. Customer must return the product described in the RMA within thirty (30) days or a new RMA will be required. If Hikvision does not receive the product(s) within the allowed time frame, the RMA will be closed and returns may be refused, potentially delaying the process.

2.1.4 Limitation of Liability for Hikvision: It is Customer’s responsibility to backup all existing data, or/and to erase all existing data before requesting for warranty services. Customer understands and agrees that Hikvision is not responsible for all costs, losses, and liabilities, nor responsible for recovery, or compromise of data, programs or loss of use of equipment arising out of the services provided by Hikvision. Customer further represents that product does not contain illegal files or data which may be against the data protection laws or other applicable laws or regulations. Hikvision may access Customer data on returned equipment during the RMA service process.

2.1.5 Packaging Requirements: Returned products must be securely packaged to prevent transit damage, using protective materials like bubble wrap or foam and ESD-safe packaging for sensitive electronics. While original packaging is preferred, any sturdy alternative providing equivalent protection is acceptable. Each package must clearly display the approved RMA number, be properly sealed, and include a copy of the RMA form. For multi-carton shipments, a detailed packing list should accompany the return. Hikvision will fairly assess any transit damages, and repair fees may apply for inadequate packaging, with clear communication provided to the Customer.

2.2 Turnaround times: Customer acknowledges that turnaround times are dependent on that of the Hikvision’s suppliers for certain products, Customer’s compliance condition with this RMA policy and other variables. Hikvision does not warrant that turnaround times will comply with any specific timeframe or with Customer’s requirements or that of Customer’s end customers.

2.3 Methods for RMA: There are 2 methods for RMA, you can process RMA through your direct point of purchase or through the Hik-Partner Pro app.

· Hik-Partner Pro app is available for download in AppStore or Googleplay.

· Customers must create an account upon downloading the app to request an RMA number.

· Instructional resources, such as this video, are available: Hik-Partner-Pro RMA Service.

* The Hik-Partner Pro app is exclusively designed for use by authorized distributors and professional installers. The app is not intended for end-users or consumers.

3. Exclusions from Warranty

3.1 Scope: Hikvision's products in any of the following circumstances are excluded from Hikvision's free-of-charge warranty. However, customers may choose out-of-warranty repairs.

3.1.1 Valid warranty document and PoP cannot be shown, and the former serial number label is altered, changed or torn down. As a result, there is no serial number or the product model or number on the warranty document is inconsistent with the product.

3.1.2 The warranty period specified by Hikvision is exceeded.

3.1.3 Malfunctions and damages resulting from failure of use, maintenance and storage according to the user manual or the working environment indicated in the user manual.

3.1.4 Malfunctions or damages resulting from installation, repairs, changes or disassembly by the organizations NOT authorized by Hikvision.

3.1.5 Damages resulting from accidents or other force majeure.

4. Advance Replacement Policy

Hikvision offers a one-year advance replacement option for defective units.

Defective products must be returned to distributors. Distributors can offer over-the-counter exchanges if in stock or place a new purchase order with Hikvision.

Distributors must process replacements and ensure RMA submissions within 30 days.

5. Technical In-Warranty Returns

5.1 Returns from Customer’s customers: Customer shall be directly responsible for the warranty support to its own customers. Customer’s customers are not eligible to return the product for repair or replacement to Hikvision directly within the first year. After one year, all customers can apply for repair RMAs directly with Hikvision or through their distributor.

5.2 Returns whether In-Warranty or Out-of-Warranty: Customer is responsible for determining which of the defective products are within the product warranty period or otherwise and, if they fall outside, Customer shall be responsible for all expenses and costs incurred thereby (including the cost of repair or replacement of such defective products).

5.3 In-Warranty Returns: In-Warranty Returns are returns of defective product made within the product warranty period provided under this policy. Customer is hereby advised to check and confirm the respective product warranty period provided under this policy or

relevant contract terms (If extended warranty is purchased).

5.4 Eligibility: Customer is eligible for In-Warranty Returns so long as the terms and conditions of the product warranty have been met and the product is still within the warranty period, and not applicable for Exclusion For Warranty. In-Warranty Returns that are approved by Hikvision will be forwarded to the applicable manufacturer for repair or replacement at Hikvision’s discretion. If applicable manufacturer elects to provide a replacement, Hikvision may replace the non-conforming product with refurbished product.

Most products are serviced locally in Canada. However, certain products, such as GOB panel LED displays under the Commercial Display category, may require shipment to headquarters for repair due to the nature of the components and repair process. Customers will be informed if their product falls under this category.

5.5 Repairs: For Repair RMA, the customer completes the RMA form indicating as much information so as to assist the repair department with diagnosing and repairing the item. Once the item is received, the appropriate repair technician determines warranty status by checking serial number and/or firmware version with PoP (please reference warranty for products on page 1). In-warranty products are repaired without contacting the customer. If a out-of-warrant product needs to be repaired, then the customer is sent an “Estimation of Charges” form which he/she can review and sign if acceptable. Out-of-warranty products require written authorization from the customer. If a product is deemed “un-repairable”, the customer is contacted and has the option of (1) having the product returned or (2) having the product scrapped.

5.6 Request Period: The RMA request must be made within the warranty period associated with the returned product.

5.7 Freight Charges: If the RMA request is…

Through Hik-Partner Pro (HPP) app: Hikvision will provide a shipping label for the inbound shipment. Hikvision will also cover the outbound freight of repaired or replaced product to Customer.

Not though Hik-Partner Pro (HPP) app: The Customer will pay inbound freight of the product returned to Hikvision RMA center and Hikvision will cover the outbound freight of repaired or replaced product to Customer.

6. Technical Out-of-Warranty Returns5. Technical Out-of-Warranty Returns

6.1 Out-of-Warranty Returns:

Out-of-Warranty Returns are returns of defective product or product to which Customer desires to have work done, but are not covered within Hikvision’s warranty terms and conditions.

6.2 Eligibility: Out-of-Warranty Returns are by approval and upon payment of Hikvision’s prevailing administrative fee, which will be indicated in the “Estimation of Charges” form sent to the Customers.

6.3 Request Period: The RMA request can be made at any time, but Hikvision is under no obligation to provide support or repair for Out-of-Warranty Returns.

6.4 Freight Charges: The Customer will pay inbound freight and outbound freight.

6.5 Repair Process:

· An "Estimation of Charges" will be sent to the customer for repair of non-warranty goods. Written authorization is required to proceed.

· Customers must pay repair fees for repairable items.

· If deemed un-repairable, customers can:

(1) Have the product returned.

(2) Opt for product scrapping.

(3) Purchase a replacement unit.

· Non-Hikvision products (e.g., third-party hard drives) will not be repaired or replaced and will be returned as-is.