The following describe the warranty terms are generally applicable to Ruijie Networks products.

 

Warranty Scope:

The warranty exclusively defines Ruijie Networks obligations (and hence the customer’s rights) in case of defects of Ruijie Networks products (“Products”). Different policies may apply for different types of Products. Warranties generally include a remote technical support during business hours (“BHS” as defined below) for a limited period as set out below and software updates, but exclude any of the additional benefits that are available to customers that enter into a separate service support contract. Warranties as described in this document do not apply to third party hardware or software that Ruijie Networks may provide in combination with or as part of the Products. Such third-party hardware*2 and software*3 may however be covered by such third party’s warranty terms.

Unless otherwise agreed, warranty rights are not transferable, i.e., they apply only to the original End Customer.

 

Warranty Period and Start Date:

A warranty is available during a specific time period (the “Warranty Period”) commencing from the Warranty Start Date. The Warranty commences from the date of shipment to customer by default if there is no other valid warranty document provided except the product bar code. (And in case of resale by a Ruijie Networks Authorized Reseller or Value-Added Partner, not more than 90 days after original shipment by Ruijie Networks. For Reyee series products, not more than 180 days after original shipment by Ruijie Networks.).

 

Valid warranty document:

(1). A product warranty card must indicate the distributor name, product name, model, product number, and purchase date.

(2). A formal invoice that carries the stamp of the tax authority.

(3). A product bar code must be clear, integral, and free of revision.

(4). Ruijie certified sales contract and the warranty terms on product packing are valid.

 

Warranty period starts from:

(1). The date indicated on the warranty card that is available on purchase.

(2). Proved invoice date.

(3). Warranty start date under the sales contract.

(4). 90 days (180 days for Reyee series products) after the delivery date indicated on the product bar code if none of above is available.

(5). The latest warranty start date cannot exceed the product’s End of Life(EoL) Date.

 

When several valid warranty documents, except the product bar code, are available, warranty period calculation shall be based on the one the most favorable for customer.

 

Business Remote Hours Support (BRHS):

Remote technical assistance includes technical consultation, troubleshooting and bug fixing. Such technical assistance is provided by Ruijie TAC or Ruijie IBD Post sales during 9:00 a.m. - 23:00 p.m.(UTC +8)  from Monday to Sunday via both online live chat (https://www.ruijienetworks.com/rita) and Ruijie Service Portal (https://caseportal.ruijienetworks.com/), and we are having an 24*7 Online Support chat via RITA at https://www.ruijienetworks.com/rita  on low severity support,

 

Standard Hardware Warranty:

 

Products sold by Ruijie Networks regionally will entitle for Warranty Period of thirty-six (36) months. Ruijie provides a 1-year warranty for the power adapter included with Reyee series devices. The warranty start date is consistent with the device warranty start date based on the device S/N (Serial number). During the Warranty Period, Ruijie Networks will replace faulty hardware with refurbished or new equipment in the case the hardware cannot be repaired. For standard as well as extended hardware Warranty, the ‘Return for Repair (“RFR”) policy which aims to ship the replacement Product in fifteen (15) Calendar Days (“15CD-Ship”) *4 after receipt of the faulty Product at the local Ruijie Networks Spare Parts center will apply.

 

Dead On Arrival:

Dead On Arrival (DOA): The equipment warranty period is not activated, there is no external damage, and it cannot work normally after the first power-on or fails within 30 days of power-on operation, you can apply for a DOA replacement.

 

DOA Judgment Criteria:
There is no external damage to the equipment;

Equipment warranty period is not activated;

The first power-on fails to operate normally or failure occurs within 30 days of power-on operation;

DOA replacement requires accessories and complete packaging (subject to the packing list), otherwise it does not meet the commitment conditions for replacement and will be handled according to RMA service standards.

 

Claim and Hardware Return Procedures:

An eligible customer*6 may submit its RMA request through Ruijie Networks service representative*7, Ruijie Network service representative will handle the RMA request and shall issue a corresponding RMA number.  If the RMA form has been received after 2:00 p.m. GMT+8, the request will be considered received on the next business day.

The following items are generally excluded from the RMA service provided by Ruijie Networks:

  • Handling and shipping costs for sending the faulty parts back to Ruijie Networks designated location;
  • On-site hardware replacement.

For Products with the Hardware Replacement policy, the faulty parts must be returned to a designated Ruijie Networks site within fifteen (15) business days after receiving the replacement equipment. In the event such parts are not returned in this period, Ruijie Networks reserves the right to charge the then-current list price of the replacement part provided.

When returning a Product, the RMA number must be displayed on the outside packing of the returned item. All Products and parts to be returned must be packed securely and must avoid physical damage and electrostatic discharge. Ruijie Networks shall pay transportation costs incurred with the delivery of the replacement equipment to customer. If Ruijie Networks determines, at its sole discretion, that the returned Product is not defect or that the Warranty claim is invalid due to the Warranty exclusion policy listed below, the cost of replacement, including all shipping fees, shall be paid by the RMA requesting party.

 

Warranty for Replaced Part:

The Warranty Period for a Product that is replaced during its original Warranty Period shall be the greater of

1) the balance of the remaining Warranty Period for the original part or

2) three months from the date that the replacement Product is delivered to the customer.

 

Software Warranty:  

Ruijie Networks warrants for a period of thirty-six (36) months from the date of Product delivery that under normal use the software product will operate in accordance with Product specifications. Ruijie Networks does not warrant that the software will function error-free or uninterrupted or that Ruijie Networks will correct all software errors. All software Products include the Ruijie Networks Software Update Service that allows for downloading of periodic software maintenance releases. These releases may provide basic performance enhancement of existing functional features of the installed software (available via the Ruijie Networks Support web site: http://www.ruijienetworks.com/service/support). Software installation and patch development are not included in this warranty unless otherwise specified. This Software Update Service is not available for software that has been announced End of Support, and is subject to change without notice.

 

Warranty Exclusions:

Ruijie Networks shall not repair or replace any Product or correct any software in case of:

  • Damage incurred in shipping or handling, or damage due to Force Majeure or damage arising out of abuse;
  • Product damage caused by the customer or due to the Product not being operated in accordance with its specifications and operating manual (as supplied by Ruijie Networks together with the Product);
  • Unauthorized modification, removal or erasing of the bar code serial numbers or other identifying marks on the Products;
  • Damage, malfunction or performance detraction of the Products caused by any unauthorized modification of the Hardware and/or software;
  • Removal, installation or re-installation of the Product conducted by any non-qualified personnel;
  • Products being used to provide services or functions not in accordance with the Software license or without software license granted by Ruijie Networks for the Products;
  • Damage, malfunctions or performance detraction of the Products caused by neglect, misuse or malicious use, such as lightning strike, overpressure, overcurrent, water ingress, etc.;
  • Failure to meet the requirements of environmental conditions or external electrical parameters necessary for the Products to operate in the normal cause of business;
  • Combination or integration of the Product with any features, accessories, software or other materials not installed or provided by Ruijie Networks (unless with Ruijie Networks explicit consent);
  • Consumable parts, such as lamps, fuses, cables, patch cords, power cords, antennas, etc.;
  • Scratches or other cosmetic damage to the Product surface that does not affect its operation;
  • Product damage which are attributable to the customer.
  • If the equipment is sold to a country: Cuba, Syria, Sultan, North Korea, Iran, etc. which is prohibited from selling, we will not provide any after-sales service to the product.

 

*2, *3, Third party hardware and software refer to product item(s) that bundle with Ruijie Networks product without Ruijie Networks trademark; items such as power cord, console cable, USB thumb drive, open-source database, software application, tools are classified as third-party hardware and software

*4 Delivery time may vary depending on customer shipping location and the Ruijie Networks Spare Parts Centre location and is performed on a best effort basis. Customers should allow for additional transit time due to international customs

*5 Delivery time may vary depending on customer shipping location and the Ruijie Networks Spare Parts Centre location and is performed on a best effort basis. Customers should allow for additional transit time due to international customs

*6 Only parties who purchased the Product from Ruijie Networks, a Ruijie Networks Authorized Distributor or a Ruijie Networks Value Added Partner.

*7 Ruijie Networks service representative may refer as a Ruijie Networks Distributor or Ruijie Networks Authorize Service Partner or Ruijie Networks Industry Specialist Partner.

 

DISCLAIMER OF WARRANTIES

THIS WARRANTY IS PROVIDED IN LIEU OF ALL OTHER RIGHTS, CONDITIONS AND WARRANTIES. RUIJIE NETWORKS CO. LTD., MAKES NO OTHER EXPRESS OR IMPLIED WARRANTY WITH RESPECT TO THE SOFTWARE, HARDWARE, PRODUCTS, DOCUMENTATION OR RUIJIE NETWORKS CO. LTD., SUPPORT, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD-PARTY RIGHTS. RUIJIE NETWORKS CO. LTD., DOES NOT WARRANT THAT ANY PRODUCTS WILL BE ERROR-FREE, OR THAT ANY DEFECTS THAT MAY EXIST IN ITS PRODUCTS CAN BE CORRECTED. IN NO EVENT SHALL RUIJIE NETWORKS CO. LTD., BE LIABLE FOR COST OF PROCUREMENT OF SUBSTITUTE GOODS, LOST PROFITS OR ANY OTHER SPECIAL, INDIRECT, CONSEQUENTIAL OR INCIDENTAL DAMAGES (INCLUDING BUT NOT LIMITED TO LOST DATA), HOWEVER CAUSED WHETHER OR NOT RUIJIE NETWORKS CO. LTD., HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.