RMA Policy

Parties

• NordicScreen ApS: Supplier of products and services to the customer. (NordicScreen)
• Customer: Recipient of products and the invoice for the hardware purchase. (Customer)*
  *A partner purchasing hardware for resale is treated as a customer.

1. General Terms

• NordicScreen offers a 1-year warranty on hardware from the date of purchase.
• The defective hardware must be returned before replacement hardware can be provided.
• Any alternative process must be based on an extended service agreement explicitly offered by NordicScreen. The customer is not entitled to such extended service by default.
• The warranty covers manufacturing defects but does not include issues caused by misuse, incorrect installation, or normal wear and tear.
• NordicScreen reserves the right to assign the RMA process to an external third party at any time.

2. RMA Process

2.1 Reporting Defective Hardware

• RMA cases are initiated with NordicScreen via the following link: [Insert Link].
• An RMA number will be assigned, after which the process can begin.
• If deemed necessary, NordicScreen may request additional information.
• NordicScreen reserves the right to resolve issues through software or firmware updates. If this is required, a guide will be sent to the customer, who will then handle the update process.

2.2 Returning Defective Hardware

• RMA cases require hardware to be sent to NordicScreen or a designated third party. The specific return address will be provided upon case creation.
• The customer bears all costs associated with returning the hardware to the address specified by NordicScreen, which may include non-Danish locations.

2.3 Assessment by the Supplier

• NordicScreen or a designated third party will assess the RMA case to determine:
  • If the damage is due to a manufacturing defect (warranty-covered).
  • If the damage is caused by misuse or incorrect installation (non-warranty).

Assessment Outcome:

• If covered by warranty:

  • NordicScreen or the third party will resolve the issue and return the unit.
  • Delays in service by NordicScreen or the third party are outside NordicScreen’s responsibility.
  • A replacement unit will be provided free of charge.
  • Any delivery delays are also outside NordicScreen’s responsibility.

• If not covered by warranty:

  • The unit will be returned to the customer, and the RMA case will be closed without further action.

Once one of these outcomes has been executed, the RMA case is considered closed.

3. General Conditions

• Onsite service or support is not provided unless explicitly agreed upon.
• NordicScreen does not supply replacement hardware during the RMA process.
• NordicScreen cannot be held liable for any consequential costs associated with the RMA case.
• Costs related to the RMA case can never exceed the original cost of the hardware product.
• NordicScreen will not cover the cost of replacement hardware until the RMA process is completed.

4. Data Handling

By using NordicScreen’s RMA service, the customer consents to the sharing of relevant case information, including personal data of the contact person, with the involved third parties.

For any additional questions or assistance, please contact NordicScreen support.