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Warranty and Service Policy

General Touch is only under obligation to offer the following Warranty Repair and Services except those authorized formal documents in written form. Any other warranty repair and services in non-written form is regarded as unauthorized warranty by General Touch Technology Co., Ltd, to which General Touch is under NO obligation.
General Touch offers Warranty Repair Period as following Table:
Remark:
I. Above warranty period takes the shipping date of GeneralTouch products as the starting date.
II. Customized products, free samples or special priced products are not eligible for Warranty Replacement.
III. GeneralTouch is under NO obligation to provide Warranty Replacement or Warranty Repair service for wrongly ordered goods.
IV. The warranty period for different countries would be different from the Table 1 according to the local law.
V. GeneralTouch is under NO obligation to provide support for following situations:
1. Without intact GeneralTouch label, so the model number or serial number cannot be clearly identified.
2. Physical damage(including but not limited to damages of communication cable on the touch panel, damages of transducers, controllers out of shape, depressed or cracked).
3. Unauthorized disassembling repair or modification of the products.
4. Any defects caused by improper storage or unsuitable working environment (including but not limited to rust resulting from environmental humidification or any damages resulting from excessive working voltage etc.).
5. Any defects caused by abuse, misuse, improper operating of the products.
6. Damage or loss of GeneralTouch products because of natural disaster (such as earthquake, fire or flood), social unrest or governmental polices etc.
7. Failure for providing a suitable operating environment including hardware and software.
RMA (Returned Material Authorization)
Any product returned to GeneralTouch must obtain a valid RMA Number. The purchaser can apply for a valid RMA number by email to: service@generaltouch.com (or contacting with Technical Support Engineers or Sales Engineers) to request replacement or repair. Any products returned without a valid RMA number will be rejected or returned to the sender.

Requirement:
Ⅰ. The RMA Number must appear on the outside of the returned packaging cartons.
Ⅱ. The returned products (components) including quantity must accord with the list specified on the original RMA sheet. GeneralTouch has the rights to reject or ship back to the sender for any unauthorized products returned.
Ⅲ. Provide a detailed, written account of defects.
Ⅳ. Other description needed by GeneralTouch.

Remark:
Ⅰ. Authorized RMA numbers will expire 40 days after they are issued.
Ⅱ. Any returned product which is not qualified for Warranty Replacement or Warranty Repair even Return for Credit after evaluation will be returned to the sender at the sender’s expense.
Ⅲ. To avoid damage, separate the monitor detachable stand, if any, for shipment. Controllers MUST be returned in anti-static bag, otherwise, they will be considered damaged and shipped back to the sender.
Ⅳ. Generally, GeneralTouch only pays for ocean/land carriage. If the purchaser requires expedited shipment, these will be at the purchaser’s expense.
Ⅴ. GeneralTouch is not responsible for any damage or loss of products during transportation.
Warranty Replacement
Taking the shipping date as the starting date, if the purchaser notifies that the standard product is defective after appearance and performance evaluation according to standard operation criterion of GeneralTouch within the first 30 days, GeneralTouch will offer Warranty Replacement.

Warranty Replacement Flow:
I. The purchaser applies for Warranty Replacement.
II. GeneralTouch Customer Service Department issues RMA number for standard products eligible for warranty replacement and the purchaser ships the defective products back to GeneralTouch.
III. GeneralTouch sends new replacement to the purchaser, and GeneralTouch will charge the purchaser account or credit card for the new unit and issue a full refund once receive the original unit from the purchaser. GeneralTouch has the right not to replace them if the products are not eligible for replacement after evaluation.

Remark:
I. GeneralTouch bears the freight charge come-and-go between Chengdu and purchaser’s local city. GeneralTouch has the right to choose freight forwarder.
II. Any products returned for warranty replacement must be with the original packaging, or else GeneralTouch will charge for the packaging material.
Warranty Repair
Taking the shipping date as the starting date, if the purchaser notifies GeneralTouch that the product is defective after performance evaluation according to standard operation criterion of GeneralTouch within the Warranty Period, the customer has the right to ask for Warranty Repair.

Warranty Repair Flow:
I. The purchaser applies for Warranty Repair.
III. GeneralTouch Customer Service Department issues RMA number for products eligible for Warranty Repair.
II. The purchaser ships the defective parts back to GeneralTouch for repair at its own expense.
IV. Once have received the defective products, GeneralTouch will repair them within 7 working days, then ship them back to the purchaser at GeneralTouch’s expense.

Remark:
GeneralTouch is under NO obligation to provide any temporary replacement during the repair period.
Out of Warranty Repair Services
General Touch will charge for the repair for product(s) out-of-warranty according to General Principles.

Out of Warranty Repair Flow:
I. The purchaser applies for repair for product(s) out of Warranty Repair.
II. General Touch Customer Service Department issues RMA number.
III. The purchaser ships the defective parts back to General Touch for repair at its own expense.
IV. Once have received the defective products, General Touch will repair them within 7 working days, then ship them back to the purchaser at the purchaser’s expense.

Remark:
I. The customer should prepay the costs of maintenance according to General Touch’s quotation, or else the products would be returned to the customer as is.
II. The customer is responsible for the freight charge come-and-go between Chengdu and customer’s local city including ground freight.
III. The main new components used on the out-of-warranty products enjoy a warranty repair service of 1 year.
IV. General Touch is under no obligation to guarantee the repair for out-of-warranty products due to the lack of spare parts.
Final explanation rights of all above clauses belong to General Touch Technology Co., Ltd. General Touch Technology Co., Ltd. reserves the rights to modify any of the above clauses without any notification in advance.