Repair Policy

NVIS PRODUCT REPAIR POLICY

This document defines the NVIS Product repair policies applicable to in-factory repair services performed by NVIS or its authorized repair providers on NVIS Products. NVIS Products that are under warranty will be repaired in accordance with the terms and conditions of the NVIS Product Warranty furnished with the NVIS Products at the time of purchase and/or delivery, or the Extended Product Warranty purchased separately by the Customer (hereafter Product Warranty).

NVIS Products not covered by an NVIS Product Warranty will be repaired at the repair service rates in effect at the time the work is performed in accordance with NVIS Out-of-Warranty repair service terms below. This policy is not intended to modify the terms of the customer agreement or the applicable NVIS Product Warranty.

NVIS reserves the right to void Product warranties for Products not returned in original packaging. NVIS will only warrant repaired Product returned to the customer in original packaging, therefore, customers will be charged current prices for new boxes and/or packing materials as required.

WARRANTY REPAIR SERVICE

Domestic Customers

Standard Product Warranty and Extended Product Warranty service includes the repair or replacement of defective Product or Product components at an NVIS authorized repair facility. In order to obtain warranty repair service, the Customer must first obtain a Case number from NVIS to authorize return of the Product for service. No Product Warranty Repair Service can be initiated without prior NVIS authorization.

Product Warranty Scope. If, under normal and proper use, a defect or non-conformity appears in warranted Product during the applicable warranty period and the Customer promptly notifies NVIS in writing via the NVIS Case assignment process of such defect or non-conformity, and follows NVIS's instructions regarding return of the Product, then NVIS will, at no charge to Customer, either replace or repair the defective Product, or if NVIS determines it is unable to repair or replace the product, NVIS will refund or credit the Customer for the original purchase price of the Product.

Case Assignment. Customers can request a Case number by calling the Customer Support department at (+1) 571-201-8095 and selecting the option for Technical Support.

Following Case assignment, NVIS will:

  • Provide customers with a Case number that will serve as a unique identification number for tracking purposes
  • Provide instructions for shipment of the defective Product to NVIS's facilities
  • Pay all shipping costs for Product returned for repair that is found to be defective and under warranty
  • Provide insurance coverage for a system under warranty while in transit

The cost of expedited freight, if requested, shall be at Customer's expense.

Shipment of Product. NVIS will provide the Customer with instructions for shipping the Product back to NVIS for Warranty repair service. All Product must be returned by Customer in its original packaging or equally protective packaging to prevent damage in transit with the original proof of purchase, and shipped to:

NVIS, Inc.

Attn: CASE ####

11495 Sunset Hills Road, Suite 106

Reston, VA 20190 USA

Phone: (571) 201-8095

Warranty Repair Work. All warranty repairs will be performed at NVIS. Standard turnaround for most Warranty repair work is approximately 2-3 weeks from the date the Product is received by NVIS. If additional time is required to perform the warranty repair services, NVIS will notify the Customer in writing of the estimated additional time required to complete the warranty repairs.

If NVIS determines that the Product trouble is not caused by a defect and therefore not covered under the Warranty, NVIS will so notify the Customer. In such a case, any repair work will be handled as Out-of-Warranty Repairs in accordance with the NVIS Out-of-Warranty Repair Service terms.

Product Repair Warranty. All repaired Products are warranted for a period of ninety (90) days from the date of shipment of the Product to the Customer, or the date of expiration of the applicable warranty period, if any, whichever is later.

International Customers

Standard Product Warranty and Extended Product Warranty service includes the repair or replacement of defective Product or Product components at NVIS or its authorized repair facilities. In order to obtain warranty repair service, the Customer must contact its NVIS authorized reseller and obtain a Case number to authorize return of the Product for service. No Product Warranty Repair Service can be initiated without prior authorization through issuance of a Case number.

Product Warranty Scope. If under normal and proper use a defect or non-conformity appears in warranted Product during the applicable warranty period and the Customer promptly notifies the authorized NVIS reseller, in writing, of such defect or non-conformity, and follows the shipping instructions provided for return of the Product, then NVIS will, at no charge to Customer, either replace or repair the defective Product at NVIS or its authorized repair facilities, or if NVIS determines it is unable to repair or replace the product, NVIS will arrange for a refund or credit to the Customer for the original purchase price of the Product.

Case Assignment. International Customer Product returns are managed through NVIS authorized resellers.  All Customer Product returned for Warranty repair service must be returned through the authorized NVIS reseller from whom the Product was purchased.

International Customers who purchased Product directly from NVIS Inc. may request a Case number by calling the Customer Support number.

Following Case assignment, NVIS will:

  • Provide customers with a Case number, which will serve as a unique identification number for tracking purposes
  • Provide instructions for shipment of the defective Product to NVIS facilities
  • Pay all shipping costs to/from Authorized Reseller for Product returned for repair that is found to be defective and under warranty
  • Provide insurance coverage for a system under warranty while in transit

The cost of expedited freight, if requested, shall be at Customer's expense. In all cases the customer is responsible for any Customs duties or other taxes.

Shipment of Product. All Product must be returned by Customer in its original packaging or equally protective packaging to prevent damage in transit and shipped to its authorized reseller, who will arrange for shipment to NVIS.

Warranty Repair Work. All warranty repairs will be performed at NVIS authorized repair facility. Standard turnaround for most Warranty repair work is approximately 2-3 weeks from the date the Product is received at the NVIS repair facility.  If additional time is required to perform the warranty repair services, the NVIS authorized reseller will notify the Customer in writing of the estimated additional time required to complete the warranty repairs.

If NVIS determines that the Product trouble is not caused by a defect and therefore, not covered under the Product Warranty, then any repair work will be handled as an Out-of-Warranty repair service in accordance with the NVIS Out-of-Warranty Repair Service terms.

Product Repair Warranty. All repaired Product is warranted for a period of ninety (90) days from the date of shipment from the NVIS authorized repair facility, or the date of expiration of the applicable warranty period, if any, whichever is later.

 

OUT-OF-WARRANTY REPAIR SERVICE

NVIS offers Out-of-Warranty repair services on NVIS Product that is no longer covered by a Standard or Extended Product Warranty. All repairable Out-of-Warranty NVIS Product will be repaired at then-current repair rates of either NVIS or an NVIS Authorized Repair Center (see web site for Authorized Repair Centers), plus applicable expenses, upon receipt of the Product and the Customer's applicable purchase order or other written repair authorization. For purposes of the NVIS Out-of-Warranty repair policy below, all references to €œCustomer€ shall refer to Domestic Customers and NVIS authorized international resellers for international customers.

Case Assignment. Customers can request a Case number by calling the Customer Support department at 571-201-8095 and selecting the option for Technical Support.

Shipment of Product. NVIS will provide the Customer with instructions for shipping the Product back to NVIS for repair service. All Product must be returned by Customer in its original packaging or equally protective packaging to prevent damage in transit with the original proof of purchase, and shipped to:

NVIS, Inc.

Attn: CASE ####

11495 Sunset Hills Road, Suite 106

Reston, VA 20190 USA

Phone: (571) 201-8095

 

Customer is responsible for all shipping and insurance charges for Out-of-Warranty Product returned for repair. For international shipments, customer is responsible for any Customs duties or other taxes.

Repair Estimates. Following receipt of the returned Product, NVIS will provide an initial repair estimate to the Customer, in writing, within approximately two (2) weeks from the date of receipt of the Product. All Out-of-Warranty Product returns are subject to a minimum $200 diagnostics charge.

Repair Work Authorization and Payment. Customers with terms shall authorize the repair work by issuance of a purchase authorization to NVIS. Customers without terms shall pre-pay estimated charges with a credit card or bank transfer. Normal turnaround time for Out-of-Warranty Product repairs is generally two (2) weeks from receipt of the purchase authorization for the repair work.

 Due to the technical nature of the product, it is not unusual for NVIS technicians to discover additional problems that could not be detected during the initial diagnostic evaluation. Accordingly, all initial NVIS repair estimates are subject to change.

NVIS will promptly notify the Customer of any delays or additional charges incurred in the repair process. Any additional charges must be authorized or paid (see above) prior to return shipment.

Product Repair Warranty. All repaired Product is warranted for a period of ninety (90) days from the date of shipment from the NVIS authorized repair facility.