WARRANTY & REPAIRS

 

SAF’S WARRANTY

(February, 2017; rev.11)

 

SAF’s Limited Warranty.

SAF, which includes SAF Tehnika and SAF North America, LLC, has built a reputation on providing high-quality products to its customers and it stands behind each product it manufactures. Accordingly, SAF warrants the products it manufactures will be free from defects in material or workmanship and will function in accordance with their official written specifications, so long as they are used and stored in accordance with industry standards and any unique handling instructions provided by SAF (the “Warranty”).While SAF warrants all of its products will function in accordance with their official written specifications, SAF does not warrant all products will function uninterrupted or error free. Occasional errors and interruptions will be expeditiously addressed remotely by SAF’s support staff at .Further, verbal or informal specifications will not be covered by the Warranty. To be enforceable, a product specification must be stated in SAF official literature. No product shall be considered defective or otherwise in breach of the Warranty simply because it needs to be adapted to or otherwise does not comply with the laws and regulations of the customer’s home country or jurisdiction.

Warranty Term.

The Warranty shall apply to each SAF manufactured product for a minimum of 12 months after it is shipped to the customer. The warranty period for all Integra and Lumina radios may be extended by agreement to 60 months from the date of delivery. Any custom-built products shall likewise be subject to a warranty period that fits their custom nature. An invoice itemizing a product’s warranty period shall be included with the product when it is delivered to the customer, and the warranty dates associated with a given product may further be obtained at any time by e-mailing a written request with the product’s serial number to . No verbal extensions or modifications of the Warranty shall be enforceable.

Warranty Limitations.

The Warranty shall be voidable at SAF’s discretion in any circumstance where an SAF manufactured product has been damaged by a customer’s conduct or an act of God including, but not limited to: a.) damage caused by the customer’s improper use of the product; b.) mechanical damage caused by a physical impact; c.) the accumulation of moisture or water in a product’s housing; d.) damage caused by wind, hail, rain, animal, insect or other environmental events; and e.) electromagnetic damage caused by a power surge, overvoltage, or a strike of lighting. Finally, for the Warranty to be effective, all repairs and modifications to a product, including its software, must be performed by SAF and the Warranty shall be voidable at SAF’s discretion in any circumstance where a customer or its agent opens a product’s housing or otherwise attempts to modify or repair a product, including its software, without SAF’s permission. There are currently no third-parties authorized to repair SAF’s products.

Product Repairs & Liability Limitations.

In the event an SAF manufactured product does not conform with the Warranty, SAF will fix or replace the nonfunctioning product in accordance with the return and repair policy below. These options shall be a customer’s sole remedy. IN NO EVENT SHALL SAF BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES ARISING OUT OF OR RELATING TO THE SALE OR USE OF THE PRODUCTS SAF MANUFACTURES, WHETHER OR NOT SAF HAS ADVANCE NOTICE OF THE POSSIBILITY OF SUCH DAMAGES. IF SAF BREACHES THE TERMS OF THE WARRANTY, SAF’S SOLE AND EXCLUSIVE MAXIMUM LIABILITY, WHETHER BASED IN CONTRACT, TORT OR OTHERWISE, SHALL NOT EXCEED THE PRICE OF THE PRODUCT(S) SOLD TO THE CUSTOMER.

TECHSUPPORT SERVICE, RETURNS & REPAIRS

 

SAF provides a comprehensive product support service. To obtain assistance, a customer should seek to first resolve all nonfunctioning products with SAF’s support team, which may be contacted at during standard working hours.

Standard working hours are:
Monday to Friday from 9:00 a.m. to 6:00 p.m. Eastern European Time (GMT +2 hrs).

For North American customers, standard working hours are:
Monday to Friday from 8:00 a.m. to 5:00 p.m. Mountain Time (GMT -7 hrs).

Support e-mails will be handled in the order in which they are received. SAF support will respond within 24 hours during working days.

US customers are able to contact SAF`s technical support by phone 720 502 0728. Phone support requests will be handled in the order in which they are received. Support availability may occasionally vary due to workload of techsupport technicians, company events, and circumstances beyond the control of SAF.

Technical support in no event liable for any indirect, incidental, special or consequential damages and downtimes arising out of or relating to the technical support service provided.

Shipping to SAF.

If the failure of an SAF manufactured product cannot be resolved remotely, it will be given a Return Materials Authorization (“RMA”)number and should be returned to SAF by completing the RMA form at https://www.saftehnika.com/en/rmaform and then shipping the nonfunctioning product in its original packaging (or packaging providing a similar level of protection) to one of the facilities below.

 

Standard shipping address is:

 

SAF Tehnika
RMA Dep.
24a Ganibu dambis
Riga LV-1005
LATVIA

All North American customers should ship their products to:

 

SAF North America, LLC
3250 Quentin Street, Unit 128
Aurora, Colorado 80011
U.S.A.
(720) 502-0728

Any products returned to Latvia from outside of the European Union should include an invoice for customs purposes. Such invoice should contain:

 

  • the RMA number
  • the product number
  • the product’s serial number
  • the product’s value
  • the product’s delivery terms
  • and the following statement: “Not for payment. For custom purposes only.”
All returns shall be sent to SAF at the customer’s expense, and shall not be considered delivered until they arrive at SAF’s facilities. SAF assumes no responsibility for and shall not be liable for any products damaged while in transit to SAF’s facilities. SAF strongly recommends the customer purchase an appropriate amount of insurance from the carrier they use to return the product(s) to SAF.

Inspection & Repair.

Nonfunctioning product(s) shall be evaluated and treated as follows:

 

  • DOA. Any product discovered as nonfunctioning within 30 days after it is shipped to the customer, for any reason other than a customer’s misuse or mishandling, shall be deemed “Dead on Arrival” or “DOA” and replaced free of charge. Standard stock products will be replaced no later than 20 business days after SAF verifies its nonfunctioning status. Custom or special order products may take additional time but shall, in any event, be repaired and returned no later than 40 business days after SAF receives the product and verifies its nonfunctioning status.
  • Warranty Repair & Replacement. All products subject to the Warranty shall, depending on the circumstances, be repaired or replaced free of charge within 20 business days of their arrival at SAF’s facilities. Custom or special order products may take additional time but shall, in any event, be repaired and returned no later than 40 business days after SAF receives the product and verifies its nonfunctioning status.
  • Advance Replacement. In certain instances, when a product is DOA, SAF may agree to provide a customer with a replacement product before the damaged product is returned. In such instances, the customer shall return the damaged product no later than 30 days after receiving an RMA number from SAF. If, after the damaged product is returned, SAF determines the product is not covered by the Warranty, the customer shall be assessed and liable for the cost of repairing the damaged product, a refurbishment fee equal to 20% of the cost of repair, and any product-related shipping costs.
  • Non-warranty Repairs. SAF will repair a product for a period of 10 years after it is delivered to the customer. All products repaired outside of the Warranty shall be repaired at the customer’s sole expense. A quote for repair shall be provided to the customer via e-mail prior to the product being received by SAF or within a reasonable time after the product arrives at SAF’s facilities. All repair and shipping costs must be paid by the customer in advance. SAF shall repair and ship the nonfunctioning product within 20 business days of receiving full payment for the repairs.

Post-repair Warranty.

All repaired products shall be subject to the Warranty for a period of six months after they are repaired. The additional warranty described herein may extend but shall in no way reduce any preexisting warranty periods already applicable to the product.

Return Costs.

If a given product is covered by the Warranty, SAF will pay the shipping costs associated with returning it to the customer. If a product is outside of the Warranty, the customer shall pay all costs associated with transmitting it to and from SAF. An estimated cost of return will be included in any repair invoice sent to the customer, and must be paid before SAF will return a repaired product.

Shipping & Abandonment.

Any nonfunctioning product remaining in SAF’s possession for three months after a customer receives an invoice for repairs because the customer has failed to pay the invoice in question, shall be considered abandoned. Any repaired product that remains in SAF’s possession for more than three months after it is repaired due to the customer’s failure to pay for the repairs or related shipping costs shall likewise be considered abandoned. A customer’s rights in all abandoned products shall be considered forfeit and SAF shall have the right to reprocess such products in any manner it sees fit.

Restocking Fees.

Restocking options and fees applies to North America Customers, only. Any unused and undamaged products returned within 30 days after they are shipped shall be restocked without a fee. Any undamaged products returned within 30 to 60 days after are shipped shall be subject to a 30% restocking fee. No returns will be accepted more than 60 days after they are shipped. A customer may not return more than two links or products worth more than $10,000 U.S. in any three-month period. Custom products and special order products shall not be accepted for restocking.

Next Day Replacement.

For an additional cost, North American customers may acquire the right to a “Next Day Replacement” service (“NDR”)for certain products. If acquired, an NDR right shall entitle a customer to the have a replacement product available for pick up or shipped within one business day of SAF’s acceptance of the product`s malfunction. Next Day replacement is offered on stock products only, and does not apply to antennas, accessories and custom or special order products. NDR service cannot be obtained on a product out of warranty and cannot exceed the applicable warranty term. SAF’s NDR service is not available for 20 days after it is purchased and can only be purchased for a full year period. A failure to pay an NDR-related invoice shall void the NDR policy.

Sole Warranty.

UNLESS SAF AGREES TO ADDITIONAL OR ALTERNATE TERMS IN WRITING, THE WARRANTY DESCRIBED HEREIN IS THE SOLE AND EXCLUSIVE WARRANTY OFFERED TO SAF’S CUSTOMERS, AND NO ADDITIONAL WARRANTIES ARE GIVEN OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, NON-INFRINGEMENT, TITLE OR FITNESS FOR A PARTICULAR PURPOSE.

Business Purpose.

All SAF manufactured products are designed to be used by commercial businesses in the ordinary course of their business and are not intended to be used by private consumers. Consequently, nothing in this Warranty shall be construed to subject SAF’s products to the consumer protection laws of the customer’s home country or jurisdiction.

Disputes & Governing Law (U.S.).

For all customers in the United States, SAF’s Warranty shall be governed by and construed in accordance with the laws of the State of Colorado without respect to its conflict of laws principles. Any dispute arising out of or in any way related to the Warranty shall be resolved by submitting the matter for binding arbitration before the American Arbitration Association (the “AAA”) in Denver, Colorado. Any such arbitration shall be presided over by a single arbitrator and conducted in accordance with any applicable provisions of the AAA’s Rules of Arbitration in effect at the time of filing. The arbitrator’s decision shall be binding and enforced as a final judgment in accordance with Colorado law. The prevailing party in any dispute concerning the Warranty shall be entitled to a reimbursement for all of its arbitration and court costs, if any, and any enforcement-related expenses including, but not limited to, its reasonable attorney’s fees.

Disputes & Governing Law (All other Countries).

For all customers outside of the United States, SAF’s Warranty shall be governed by and construed in accordance with the laws of Switzerland and shall be resolved by binding arbitration conducted in Zurich, Switzerland. Any such arbitration shall be presided over by a single arbitrator and conducted in English. The arbitrator’s decision shall be binding and enforced as a final judgment in accordance with applicable law. The prevailing party in any dispute concerning the Warranty shall be entitled to a reimbursement for all of its arbitration and court costs, if any, and any enforcement-related expenses including, but not limited to, its reasonable attorney’s fees.