TOSUN Warranty Policy

1. Warranty Coverage

TOSUN warrants that its Products are free from defects in material and workmanship and will perform according to the specifications outlined in the relevant data sheet or product specification during the warranty period. Additionally, TOSUN ensures:

  • Good transferable title to Products, ensuring that the customer has legal ownership after purchase.
  • Conformity of Product performance with supplied specifications and documentation, , ensuring customers have legal ownership after purchase.
  • Non-infringement of any intellectual property rights, ensuring that the design and functionality of the product do not violate the intellectual property rights of others.
  • Absence of pending or threatened suits alleging infringement of intellectual property rights, to protect customers from the impact of intellectual property disputes.
  • Compliance of Products with relevant laws and regulations in the Territory ensures adherence to local legal requirements both during sale and use.

2. Limitations of Warranty

The warranty provided herein is exclusive and supersedes all other warranties, whether statutory, written, orally expressed, or implied, including but not limited to warranties of fitness for a particular purpose or merchantability. TOSUN disclaims all other warranties not expressly stated in this document and limits its warranty obligations solely to the Distributor.

3. Warranty Period

The warranty period for TOSUN hardware is one year from the date of invoice to the Distributor. This means that within one year, customers can enjoy the warranty service provided by TOSUN, but after the expiration of the warranty period, users can choose to pay TOSUN to continue to enjoy the maintenance service.

4. Software warranty

TOSUN is not obligated to correct software defects if they cannot be reproduced or demonstrated by the Distributor or its customers. This means that TOSUN will not be responsible for repairing or replacing the software if the customer cannot provide sufficient evidence to prove the software defect.

5. Costs and Reimbursement

TOSUN reserves the right to seek reimbursement of costs if the reported defect cannot be proven by the Distributor. This means that if the Distributor is unable to provide sufficient evidence that the product is defective, TOSUN may require the Distributor to bear the associated costs.


Warranty Claim Procedures

In the event of a warranty claim from the end customer, the following procedures must be followed:

  • The end customer returns the product to the Distributor, with freight costs borne either by the end customer or the Distributor. This ensures that the product can be quickly returned to TOSUN for repair or replacement.
  • The Distributor creates an RMA case, for which TOSUN issues an RMA number. This ensures that TOSUN is able to track each warranty case and provide appropriate service.
  • Upon approval of the RMA case, the Distributor sends the product to the address specified by TOSUN. This ensures that the product reaches TOSUN for repair or replacement.
  • TOSUN covers the return freight from TOSUN to the Distributor. This ensures that the customer does not have to pay any return shipping costs.
  • Products returned without an RMA number will not be accepted. This emphasizes the importance of following the warranty process correctly.
  • TOSUN may repair or replace the unit at its discretion within an average turnaround time of 15 days. This provides a range of expected repair times so that the customer knows how long the repair process will take.
  • TOSUN may provide loaner units from its limited stock of Test Units during the warranty turnaround time. This ensures that customers can continue to work with other products even if the product requires repair.


Non-Warranty Repairs

If the returned product is found to be not faulty, out of warranty, or damaged due to misuse or improper installation, TOSUN will:

  • Charge an investigation fee and an hourly rate for work performed. This ensures that TOSUN is reimbursed for the costs incurred in investigating non-warranty issues.
  • Provide a fixed repair cost before proceeding with the repair, if feasible. This helps the customer to understand how much the repair will cost and to decide accordingly.