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Warranty & Returns

Warranty & Returns

ONE YEAR MANUFACTURER’S WARRANTY

Products that become defective due to defects in materials and workmanship during the first year of having been received by the user will be repaired or replaced by Tranquilnet Inc.

This Warranty Policy applies to Tranquilnet Inc customers only.

Warranty Limitations:

  • Software (exchange, return, reinstall, upgrades).
  • External causes such as accident, misuse, or abuse of the system or component such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of incompatible devices or accessories, improper or insufficient ventilation, or failure to following operating instructions.
  • Products with missing or altered serial numbers or service tags.
  • Normal wear and tear.
  • A product will not be warranted after the warranty period has expired.

Tranquilnet Inc is only providing hardware service maintenance. The following are exceptions for any liability, no matter what Tranquilnet Inc had or had not been informed by directly or indirectly.

  • Loss or damage of any information.
  • Loss of profits, business, revenue, or goodwill.
  • Consequential damage, damage, or indirectly damage.

NOTE. Neither party would be liable for any data rescue or custody. Customer should backup the confidential data before sending the unit / components for repair or replacement.

FORCE MAJEURE: Neither party shall be liable for failure to perform any obligations hereunder  arising from the acts of God; fires, floods, explosion, or other catastrophes; strikes and embargoes causing delays in transportation; or any other cause beyond its reasonable control.

Each party shall give the other party notice of any event of force majeure mentioned above
within thirty (30) days after such party has known of such event.

EXTENDED WARRANTY POLICY

Extended warranty can be purchased along with your order. Tranquilnet Inc provides one (1) to three (3) years extended warranty service on most products.

Service Content:

1. Extended Warranty Service:

  • 1-year Extended Warranty
  • 2-year Extended Warranty
  • 3-year Extended Warranty

2. Both parties further agree that the agreement purchased in the specific country/region by customer.

3. Material and labor costs are free of charge during warranty.

4. The customer would be charged for the repair fees by Tranquilnet Inc by its own decision
under the following circumstances:

4.1 The inability to verify the valid product warranty period or already exceeded
warranty period.

4.2 The product or components were altered, and the labels which contain the serial
numbers have been ripped off or unable to be identified.

4.3 Customer’s improper use, not authorized by the demolition or modification of the
adverse operating environment, improper maintenance, accident or other reasons
arising from the product functioning problems.

4.4 Tranquilnet Inc is not obligated to repair any system or system component which has
been damaged as a result of: Accident, misuse, or abuse of the system or component
(such as, but not limited to, use of incorrect line voltages, use of incorrect fuses, use of
incompatible devices or accessories, improper or insufficient ventilation, or failure to
following operating instructions) by anyone other than Tranquilnet Inc (or its representatives). Including upgrades or test requirements from the customer.

NOTE. Service content may differ at particular facilities or in different countries. Tranquilnet
reserves the right to change the program at any time without prior notice.

EQUIPMENT RETURN POLICY

All returns to Tranquilnet Inc must be authorized in advance with a Return Material
Authorization Number. To receive your RMA number, the customer should download the
Service Request Form from the Tranquilnet Inc website or request the form from their Sales Representative or support department. Complete the form and email it to your Sales Representative or support department at support@tranquilnet.com.

1. An RMA number must be obtained from our RMA department prior to returning any  products. All RMA numbers are valid for thirty (30) days from the date of issuance. It is the responsibility of the customer to ensure the material is returned within this time frame. Any RMA returned without an RMA number will be rejected by our RMA department.

2. An RMA number can be obtained in one (1) to three (3) days from our RMA department after the necessary troubleshooting has been performed.

3. Material returned to Tranquilnet Inc that is not shown on the initial Service Request Form will be returned to the customer at their expense.

4. RMA number must be clearly identified and visible on the outside of the box, and a copy
of the Service Request Form inside the box.

5. Tranquilnet Inc will repair material only after we have received the defective unit.

6. Freight charges to ship material back to Tranquilnet Inc is the responsibility of the
customer.

7. Tranquilnet Inc is not liable for additional charges including all import and export taxes/regulations. By contrast, Customer should comply with all related import and export taxes and regulations.

8. Customer should be liable for damages or risk during the transportation between
Customer and Tranquilnet Inc.

9. Tranquilnet Inc is responsible for all freight charges to return material to the customer.

10. Cross Shipment. In the event of hardware systems fail to operate during the first
thirty (30) days of ownership, DOA (Dead on Arrival), Tranquilnet Inc offers Cross Shipment (valid only within thirty (30) days from the original invoice date).

11. Tranquilnet Inc commits that all return units including all repaired and replacement
components will be repaired or replaced by the same level or higher level units / components. If Tranquilnet Inc is unable to provide quality services, Tranquilnet Inc will refund the value of the service part.

CREDIT RETURN POLICY

Products may be returned for a full refund during the first fourteen (14) days of having received your Tranquilnet products.

1. All returns to Tranquilnet Inc for credit must be authorized in advance with a Return Material Authorization Number. To receive your RMA number, the customer should download the Credit Return Request Form from the Tranquilnet Inc website or request the form from their Sales Representative or support department. Complete the form and email it to your Sales Representative or our support department at support@tranquilnet.com.

2. Material returned to Tranquilnet Inc for credit shall be subject to a restocking fee based
on the following schedule:

  • Within 14 days from the invoice date
  • 0% for standard products
  • 20% minimum restocking fee for Build-to-order systems

3. No material shall be accepted for return after fourteen (14) days from the original
invoice date.

4. Returns are only acceptable in NEW condition. The products must be in their original
packaging, including cords, power adapters, manuals and other accessories, etc. Tranquilnet reserves the right to assess additional restocking fees to cover damages or missing items discovered upon return and inspection by the RMA Department.

5. Customers are responsible for all freight charges to return material to Tranquilnet Inc.

6. All refurbished items are Non-Returnable.

7. All software products may only be returned if the license agreement seal has not been
broken.

8. Material returned to Tranquilnet Inc that is not shown on the initial Credit Return Request Form will be returned to the customer at their expense. Any RMA returned without an RMA number will be rejected by our RMA department.

9. Freight charges will not be credited for material returned.

10. Assembly, test and burn-in and other service charges are NOT refundable.

ADVANCED REPLACEMENT SERVICE

Advance Replacement service can be purchased along with your product order.

1. One (1) year Advanced Replacement Service

2. Both parties agree that the replacement service shall deliver to Customer’s demand location via express delivery. Express delivery is only available for USA & Canada.

3. Per Customer request, Tranquilnet Inc would send out the alternative replacement spare
unit /component. Tranquilnet Inc would be charged the shipment fee including
freight, but any relative import/export taxes will be at customer’s expenses. In case Tranquilnet proves the returned spare part, component, or products are not defective (No Problem Found), Tranquilnet Inc may charge a diagnostic fee.

4. Both parties agree and acknowledge this service would not include items such as
customer’s information installation /maintenance, or software/firmware updates.

5. Tranquilnet Inc would charge the customer for the replacement units / components if not
receive the defect units / components from the customer within twenty (20) business
days. Meanwhile, Tranquilnet Inc reserves the right to end the contract without liability.

OUT OF WARRANTY

A product may be determined out-of-warranty, if the warranty period has expired, or due to
customer neglagence. The customer is responsible for diagnosis fee regardless whether the hardware can be repaired or not. If the hardware can be repaired, the RMA department will quote a fee for the repair, including parts and labor, for the customer’s acceptance. If the product can be repaired and the customer approves the charge, the diagnostic fee will be credited towards the repair cost. The customer decides to proceed with the repair or not. Tranquilnet Inc warrants the repaired products for additional sixty (60) days per date of the invoice.

Fees:

  • Diagnosis $75
  • Repairing Parts and labor
  • Hardware replacement at current price

For products that have no functional issues a non-refundable diagnostic fee will be charged to the customer.

EVALUATION ORDERS

An evaluation order is a sale with an agreed upon return expectation. You have the option to keep the merchandise or return it at the end of the evaluation period. All evaluation units must be returned to and received by Tranquilnet Inc within thirty (30) days of shipment.

1. The unit must be returned in as-shipped condition, with all original documentation,
manuals, parts, cd/dvd, cables, etc., and in original packaging. You are responsible for
shipping damage if the wrong packaging is used. There is no allowance for damage from
“normal use”. Any scratches, dents or other damage you inflict during your evaluation
will render the unit ‘not new’ and not resalable. Tranquilnet Inc reserves the right to
assess additional restocking fees to cover damages or missing items discovered upon return and inspection by the RMA Department.

2. Evaluation units returned to Tranquilnet Inc shall be subject to a restocking fee based on the following schedule:

  • 31 to 60 days from the invoice date
  • 20% restocking fee for standard products

3. No returns are accepted after sixty (60) days of initial delivery.

4. Customers agree to pay all shipping and handling related to the return equipment. If the customer decides to keep the equipment, Tranquilnet Inc will charge the total amount
of the invoice (including shipping cost).

Tranquilnet Inc reserves the right to change any part of the above without notice.

 

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