WARRANTY POLICY AND PROCEDURE
TECHNICAL SUPPORT DEPARTMENT
LOGAN TECHNOLOGY INC.
- The Return of Merchandise Authorization (RMA) approval qualifies the product for physical testing but will only be repaired or replaced if completes all the conditions set in this document.
- All RMA applications must be submitted with a PROOF OF PURCHASE (POP).
- The POP shall be understood as any document evidencing the purchase of a Logan Technology Inc. product through an Authorized Distributor, retailer or online store. This proof must include: the name of the store, the purchase date and the model code and/or description of the goods purchased.
- Will not be accepted as POP: credit card tickets or electronic transfer voucher.
- Logan Technology Inc. does not provide any compensation of expenses that The Client might have done following the installation of any device and/or accessories by NOT Authorized staff by the Company.
- Logan Technology Inc. does not provide installation services, and therefore cannot recommend any staff for these services, because of this, The Company is not responsible for any costs associated with the installation or removal of its products.
- If the review proves that The Product is faulty due to misuse, abuse, use of incompatible devices, it was opened without authorization, subjected to extreme temperatures, electrically maladjusted, non-compliance with the specifications and/or documentation included in the box of the product, among others; that is to say, all the possible situations of faults totally unrelated to a Factory Error, the same will be returned to the client.
PROCESS TO MANAGE A WARRANTY
The warranty procedure for LOGAN products will be processed through the contact methods that appear in the Logan Technology Inc. Help Center https://support.logan-cam.com, you should be aware of the following considerations:
- LOGAN TECHNOLOGY INC. WARRANTY DURATION
For a period of 1 year from the date of purchase of the product, Logan Technolorgy Inc. offers a limited warranty covering all devices that may have manufacturing defects. Any repaired or replaced product is covered by warranty for the remaining time of the initial warranty, which is stated on the POP.
- GATHERING INFORMATION
Each product must be checked by Logan Technology Support Agents to apply for an RMA. Logan Technology Inc. will provide this technical support or inspection through a contact methods (e-mail, online chat, telephone call, remote connection via Team Viewer). It is necessary to provide the information required by the Support Agents to avoid interruption of the RMA process.
- PROOF OF PURCHASE
The Customer must send the POP, the invoice or other official document of the purchase issued by a LOGAN distributor, which must in a necessary way indicate: a) Place of purchase. B) Date of purchase. C) The description and / or model of the product.
If the product is purchased with a non-physical supplier, such as virtual stores (Amazon, Lazada, eBay, among others), the Customer must provide the Electronic Purchase Order. The purchase voucher is strictly necessary to continue the RMA process.
- RMA APPROVAL
Do not send any product until you have received an RMA number and have been specifically instructed to do so.
In case the RMA is approved, the Customer must send the product to the address indicated by the Support Agent with a legible copy of the POP; In addition to the RMA approval format, which will be sent to the client by the support agent after completing the 3 previous steps. Any shipment of the devices without these documents will be treated as off-warranty products (without exceptions).
After the approval of your RMA you have 30 days to get the product to the address indicated by the Support Agent. Products approved to be covered by the warranty will be processed within twenty (20) labor days of arrival at our main office and/or the Authorized Service Center (ASC). If the product is being processed through an authorized dealer or retailer, the time will depend on their internal policies.
- INDICATIONS TO CARRY OUT THE SHIPPING
The packaging must clearly indicate the assigned RMA number on the outside and this packaging must be protected against impact.
We recommend that you use a courier company that provides package tracking information (Tracking Number). Logan Technology Inc. is not responsible for lost or damaged packages during transportation.
CONDITIONS THAT DISCLAIM THE WARRANTY
PHYSICAL DAMAGES WHICH CANCELL THE TERMS OF THE WARRANTY
This includes cut off, disconnected or spliced cables in any way, beyond factory specifications; damage to products caused by falls, bumps, maltreatment, LCD screens cracked, physically damaged, or poor packaging in the RMA process. Logan Technology Inc. is not responsible for bumps received by the product in the shipment through the courier companies therefore, it is recommended to the customer to send the product well protected.
PHYSICAL ALTERATIONS AND SOFTWARE ALTERATIONS CANCEL THE WARRANTY
Physical alterations include painting, tape, cement, stucco, body filler, sealant, and any other aesthetic changes outside the manufacturer's specifications and manufacturing warranty.
Digital damages, such as: unauthorized alterations to the installed firmware or unofficial firmware; it will be considered irreparable damage and it will void the manufacturing warranty.
Any kind of PRODUCT ALTERATIONS other than its original FACTORY composition, will invalidate the warranty and void the customer's possibility to request approval of an RMA warranty.
REPAIR POLICIES OUT OF WARRANTY RMA
Logan Technology Inc. Technical Support Staff will carefully diagnose and evaluate the alleged failure of the product to fulfill with our Lifetime Technical Support policies.
(I) IF THE ITEM CAN BE REPAIRED:
After the diagnosis, it will be sent to the customer a quote with the repair expenses so that the customer evaluates and approves this quote, which if it is approved, the customer must pay before the repair of the product.
The repairs include device spares and professional fees.
(II) IF THE ITEM CANNOT BE REPAIRED:
The customer will be informed if the product is irreparable and the equipment will be returned in case the customer requires it, likewise, the costs of shipping and return will be paid by the customer.
OTHER RMA APPLICATIONS
REQUESTS FOR MISSING ITEMS
It must be verified that the box has all the components and articles at the time of purchase of the product in front of the seller, once the customer retires the product from the store it will be impossible to state the absence of items in a product. In case of online sales, Logan Technology Inc. is not responsible for missing items in the box once the warranty stamps have been destroyed and more than 24 hours have passed that the customer has received the product (the customer must immediately report to firstname.lastname@example.org).
APPLICATIONS FOR RETURN
Logan Technology Inc. does not provide any type of money compensation or equipment returns, the company only manage equipment exchange procedure for warranty purposes.
APPLICATIONS FOR EXCHANGES
Logan Technology Inc. will perform replacement and/or exchange of devices for similar or higher features when it does not have availability of the device reported by The Client, this applies only to reports by RMA.
NON-COMPLIANCE OF THE CORRECT PROCEDURE OF AN RMA
The non-compliance of the guidelines mentioned above will inevitably delay the RMA procedure; or the annulment of the same.
It is necessary for the approval of an RMA warranty that the customer complies with the procedure and terms set in this document, otherwise Logan Technology Inc. cannot guarantee compliance with it; for which the customer will be responsible for the costs associated with any product that does not follow the appropriate guidelines mentioned above.
Any other questions or information about this process, The Customer may contact to the Technical Support Department of Logan Technology Inc. through: https://support.logan-cam.com where you can find our various methods of contact and our labor hours.