Warranty Policy

1. Standard Warranty Coverage

All products carry a 24-month warranty from the date of delivery, covering defects in materials and workmanship.

Accessories (mounts/cables) have a 12-month warranty.

 

Exclusions:

(i) negligent use of the Product
(ii) misuse, abuse, neglect, alteration, repair or improper installation of the Product
(iii) electrical short circuits or transients
(iv) heat, humidity, moisture or temperatures beyond product specifications 
(v) use of replacement parts not supplied by ZOSI
(vi) improper Product maintenanc
(vii) accident, fire, flood or other Acts of God.

2. Extended Warranty & Advanced Replacement

Qualification Threshold: Single client's cumulative paid orders ≥ $100,000 USD within rolling 12 months.

Benefits:
a) Warranty extension to 36 months (retroactive to purchases made during qualification period)
b) Advanced Replacement Service:
- Replacement unit shipped within 48 hours of fault confirmation
- Pre-paid return label (PDF/ZPL format) emailed simultaneously
- Mandatory return of defective unit within 15 days (late returns incur full product charge)

· 

3. Out-of-Stock Contingency Protocol

If no stock in client's regional warehouse:

Issue e-coupon worth 60% of original product's net value (tax-exclusive)

Coupon terms:

Valid for 12 months on future orders

Minimum order value: $500 USD

 

Stackable with other promotions

Non-transferable and non-cashable

4. Critical Service Rules

Order Value Calculation: Based on paid net amount (excluding taxes/shipping)

Fault Confirmation: Requires video evidence + remote diagnosis by certified engineer

Fraud Prevention:

Maximum 2 replacements per product within 12 months

 

Returned unit serial must match shipment records

Regional Limitations:

North America/Europe: Free return shipping

Other regions: Client bears return freight costs

 

5. Claim Process Timeline

Step

Action

Responsibility

Timeframe

1

Submit fault video + PO#

Client

-

2

Diagnose & confirm fault

Manufacturer

≤24 hrs

3

Execute solution

System auto-trigger

≤48 hrs