Returns And Exchanges
Warranty
Goldtel reserves the right to change the Product Warranty Provisions at any time, upon thirty (30) days prior written notice.
All warranties must be made available by the Certified Partner to the End User.
Hardware Warranty
Goldtel warrants that each item of Hardware, excluding consumable items, will be free from defects in workmanship and materials for its respective warranty period. Except as may be otherwise specified, the warranty period for hardware will be according to warranty code:
| Code | Warranty Period |
|---|---|
|
W0 |
No Warranty |
|
W1 |
12 months from date of shipment from Goldtel |
|
W2 |
90 days from date of shipment from Goldtel |
|
W3 |
Warranty provided by third-party manufacturer |
Warranty Entitlement
Where a Product fails to comply with the above warranty, the Certified Partner’s exclusive remedy and Goldtel’s sole obligation and liability in respect of that failure is as follows:
| Warranty | Entitlements Description |
|---|---|
|
12 Month limited hardware warranty [Code W1] |
Factory warranty = items will be return to factory for repair or replacement within 20 business days from receipt of defective goods falling in the 12 month original shipment date from Goldtel stores. Factory returns can take up to 3 months due to shipping |
|
Warranty Local repairs = Local repairs may be considered and a replacement may be made available subject to faulty item being received by Goldtel stores. Any items received back under warranty within 30days of dispatch will be regarded as a replacement warranty. Any items exceeding 30 days will be repaired under the warranty clause free of charge |
|
|
6 Month software warranty [Code S1] |
6 Months assurance that the software media is defect free and that software conforms to its published specifications subject to correct installation procedures |
Dead-On-Arrivals (DOA)
The DOA (also known as Out of Box Failure (OBF)) period for all Products is 10 days from date of shipment from Goldtel. DOA products are those items having obvious material defects detected when the item is unpacked, or electronic failures discovered during the 10-day DOA period.
DOA requests are to be processed in accordance with warranty return procedure and marked DOA where indicated. In the case of DOA, unless unavailable, the replacement will be new stock.
Warranty returns process
Complete a warranty claim form indicating the serial number and reason for claim.
- Partner will, at own expense, return the faulty part to the Goldtel Repair Centre. A copy of the completed Warranty Claim form MUST be included with the returned item. Items received without serial numbers / damaged serial numbers / defaced serial numbers and items showing signs of malicious damage or damage caused by any act of God such as lightning, fire or flood will not be replaced under warranty. Partner will be notified of claim rejection and reasons for such a rejection. Partner will then in writing either request a return of hardware, issue replacement order at Partner cost as per current price list, issue repair order.
- Goldtel will dispatch a replacement part [new or repaired] at our expense, to the Partner within 3 working days of receiving the faulty item and after warranty has been verified as a warranty claim.
- If the warranty claim form is not included, is incomplete, or contains insufficient fault information it will be returned to for completion before any replacement actions are taken.
- Goldtel will issue a return invoice at no charge and include a RA (Return Authorization) number.
If the faulty item is damaged or in such a condition that it cannot be cleaned, repaired and returned to replacement stock, the originator will forfeit warranty, and the faulty item will be returned without being repaired.
Dead-on-arrival (DOA) can only be claimed within 10 days of leaving Goldtel stores. A replacement will be sent once original part is received to verify the DOA claim. Original packaging must be provided and any defaced, damaged, tampered with serial numbers will void claims. Physical malicious and or other visible damage will void claims.
Repaired items carry a 90-day warranty, or the remainder of the new-system warranty, whichever is greater.
Any items showing signs of repair, attempted repairs, by any third party other than Goldtel and or its affiliates will void any further warranty claims and Partner, En Use will forfeit remaining system warranty period.
Repair returns process
Complete a Repair Order form and request repair or replacement item.
- If the Partner requires the returned item to be repaired rather than a replacement sent, tick the “Customer Owned” box. The same item will be returned following repair, which may take up to 2 weeks.
- On receipt of the repair item in the Goldtel stores, Goldtel will as per request either replace from inventory a similar product or repair the item. If a replacement item is selected on the repair order and a similar repair item is not available at time of receipt Goldtel will exercise its rights to have the item repaired instead of replacing from inventory and will return the item when ready.
- The Repair order form completed and issued by the Partner will be deemed an irrevocable order and will instigate billing against the RA Number.
- Goldtel will dispatch repairs / replacement part, at Goldtel’s expense. Replacements will be, within 48 hours of receiving the replacement instruction or will return the repaired item within the designated time frame not exceeding 3 weeks.
- Partner will, at own expense, return the faulty part to the Goldtel Repair Centre.
- If the Repair order document [ROD] form is not included, is incomplete, or contains insufficient fault information it will be returned to you for completion and will only action the repair / replacement after receipt of a completed document.
If the faulty item is damaged or in such a condition that it cannot be cleaned, repaired and returned to replacement stock, the partner will be notified and the partner will be required to confirm scrapping the item, request item be returned as is, Place a new item order.