Acrosser Warranty Policy

1. Introduction

This document outlines the conditional hardware warranty and repair (RMA) policy provided by Acrosser Technology (Acrosser) for its products.

2. Warranty

2.1 General Warranty

Acrosser provides a limited hardware warranty to the original purchaser of its products. Subject to the following terms, conditions, and disclaimers, Acrosser warrants that the product will be free from defects in materials and workmanship during the applicable warranty period, starting from the date of shipment from our manufacturing facility. If a product fails due to such defects within the applicable warranty period, Acrosser agrees to repair or replace the defective product or component thereof.

2.2 Warranty Period

2.2.1 General Warranty Definitions

2.2.2 Extended Warranty

If an extended warranty is purchased, the applicable warranty period will be as agreed upon in the customer contract. Upon request, Acrosser may provide extended warranty coverage of up to five years for certain products. Please contact our sales team for details.

To apply for this service, the customer must sign a formal warranty agreement or provide a Proforma Invoice (PI) for repair or warranty purposes. The Acrosser RMA department will retain a copy. If the product does not qualify for this service, it will be returned to the customer.

Total Warranty Period = Standard Warranty + Extended Warranty

3. Definition and Procedures for Product Returns

3.1 In-Warranty Repairs (RMA)

3.1.1 DOA (Dead on Arrival) Definition and Procedure

• Failures within 90 days from the shipment date are considered DOA.
• Customers are advised to report the issue via their sales representative for preliminary remote diagnosis by the technical support team.
• If the issue cannot be resolved remotely, a priority replacement will be initiated.
• If the returned product is determined to be "No Problem Found" (NPF), the shipping costs in both directions will be borne by the customer.

3.1.2 Conditions Where DOA Does Not Apply (Customer bears shipping costs)

• Serial number is missing, altered, or illegible
• Warranty label is damaged
• Missing accessories or use of incorrect components
• Repairs or modifications by unauthorized personnel
• Abnormalities caused by misuse, abuse, or improper installation

3.2 Out-of-Warranty Repairs

3.2.1 Pricing

• Inspection fees apply: USD 20 per board, USD 40 per system
• Additional charges for parts and labor
• The customer is responsible for both inbound and outbound shipping and insurance fees

3.2.2 Conditions

• Repaired items carry a 90-day warranty for the serviced parts
• Customers will be notified if parts are unavailable or damage is irreparable
• Repairs begin only after customer confirmation via quotation and purchase order
• If the customer declines repairs or the product is deemed unrepairable, Acrosser can either scrap or return the product, with all costs borne by the customer
• If no response is received within 60 days of notification, Acrosser reserves the right to dispose of the item

3.3 Return Process

• Fill out the RMA form on the Acrosser official website to obtain an RMA number
• Send the product with original packaging, all accessories, invoice copy, failure description, and the RMA number to the service center
• It is recommended to confirm with an application engineer whether the issue is configuration-related before shipping
• DOA cases receive priority handling

3.4 Applying for an RMA Number

3.4.1 Registered Channel Partners

Apply through the Acrosser Customer RMA system. When filling out the "RMA Configuration Form," provide detailed information about the environment, setup, and issue. Avoid vague descriptions like "cannot boot" or "abnormal," as this may result in an NPF verdict. If issue identification is unclear, contact technical support.

3.4.2 Non-Registered Distributors or Users

Contact your local Acrosser office or authorized partner. Please include the following when shipping:

• Invoice copy as proof of warranty
• Detailed failure description
• Shipping address, PO number, contact name, and phone or email

Acrosser will issue an RMA number for reference.

3.5 Guidelines for Returning PCBA (Board-Level) Products

• Only return the board. Do not include manuals, cables, or unnecessary accessories.
• Remove detachable components such as CPU, ROM, and DRAM unless required. Clearly label them if included.
• Acrosser is not responsible for unmarked missing parts.
• Always include the "RMA Configuration Form."
• Ship via traceable method (e.g., courier with tracking number).
• In-Warranty: Customer pays for shipping to Acrosser, Acrosser covers return shipping.
• Out-of-Warranty: Customer pays for both-way shipping.
• On invoices, mark as "No commercial value – for repair purposes only" and declare a value of $0 or minimum to avoid unnecessary customs fees.

3.6 Repair and Return Fees

3.6.1

Acrosser reserves the right to charge reasonable fees under the following circumstances:

• Customer opts not to repair or requests scrapping
• In-warranty unit was misused or disassembled by unauthorized personnel
• Out-of-warranty upgrades, firmware revisions, testing
• Damage from force majeure such as lightning or flooding

3.6.2

Acrosser will issue a Proforma Invoice (PI). Please indicate the reference number when remitting payment.

3.7 Turnaround Time (TAT)

3.7.1

TAT = Date Received − Date Shipped. TAT does not include delays from customs, courier delivery, or missing information.

• For repair batches under 30 units, average TAT is 7 to 21 business days
• For batches over 30 units, time will be confirmed separately
• For third-party products shipped under the original order, TAT is around 15 to 30 business days, subject to supplier response

3.7.2 Common Causes of TAT Delays

• PO not signed within 48 hours for out-of-warranty repairs
• Late payments by customer
• Incomplete or unclear failure descriptions
• Products previously modified by customer
• Delayed responses to follow-up questions from technical support

3.8 Repair Reports

• All RMA cases include a repair report (diagnosis, handling, replaced parts)
• Failure Analysis (FA) reports are available upon request with a technical service fee
• Providing system environment and configuration information in advance speeds up processing

3.9 EOL (End-of-Life) Product Repair Policy

If in-warranty EOL products cannot be repaired due to lack of replacement parts, Acrosser will offer:

• Free upgrade to a substitute model while retaining the original warranty period
• Credit based on the remaining warranty period

3.10 Return Shipping Arrangement

Normally, Acrosser returns RMA products via air parcel or express mail. If the customer prefers a specific courier (e.g., DHL, FedEx), please indicate at the time of submission. Any extra cost incurred will be borne by the customer.

4. Exclusions from Warranty Coverage

The product shall be excluded from warranty coverage under any of the following circumstances:

• The warranty period has expired
• The product has been disassembled, repaired, or modified by unauthorized personnel
• Malfunction resulting from operator error, improper usage, or operation in abnormal environmental conditions
• Defects arising from the use of non-recommended accessories such as batteries or power adapters
• Screen burn-in or physical damage such as scratches on the LCD panel
• Warranty label or product serial number is missing, damaged, or altered
• Temperature-sensitive labels exhibit discoloration indicating excessive heat
• Failures caused by integration with third-party components or user modification of internal parts

5. Miscellaneous Provisions

• This warranty policy is conditional and provides no express or implied warranties for defective or failed products beyond the terms specified herein
• Under no circumstances shall the Company’s liability exceed the original purchase price of the product, even in the event of damages arising from Company negligence
• The Company reserves the right to amend, interpret, or modify these terms at its sole discretion for any matters not expressly provided herein

6. Disclaimer of Liability

• The Company shall not be held liable for any damage or consequence resulting from improper installation, maintenance, usage, or third-party modifications
• The Company disclaims all responsibility for damage to the LCD display surface or casing caused by the use of cleaning agents containing ammonia or alcohol