Tersus Warranty Policies
Overview
Tersus GNSS Inc. (‘Tersus’ means Tersus GNSS Inc. in the following content) warrants that its Global Navigational Satellite Systems (GNSS) products are free from defects in materials and workmanship, subject to the conditions set forth below, for the following time periods:
|
Receivers |
One (1) Year |
|
INS |
One (1) Year |
|
GNSS Antennas |
One (1) Year |
|
Controllers & Ntrip Modem & Radios |
One (1) Year |
|
Software Warranty |
Lifelong* |
|
Repaired/Replaced Device |
Sixty (60) Days** |
Warranty shall start from the date of shipping to the original customer for the product. Tersus' responsibility respecting this warranty is solely to product replacement or product repair from a standard RMA process only. Determination of replacement or repair will be made by Tersus technical personnel. In the condition that the product warranty expires and it requires product repair service, a service fee (material and labor cost) will be charged and a Performa Invoice for the service will be issued.
* Note: Tersus provides free upgrade for software except functional extension, customized development for special requirements and customized version upgrade.
** Note: The warranty period for repaired or replaced device is 60 days after repairing or replacement, or the remaining warranty period of the original device whichever is longer.
Technical Support
Contact Tersus Technical Support by email support@tersus-gnss.com or log in MyTersus via https://tersus.supportsystem.com/ for any technical questions related to Tersus products.
Business Hours: Mon – Fri (except public holidays), 9am-6pm GMT+8
Response Times: Tersus Technical Support team provides solution in 24 hours during business hours, and in 48 hours during weekends and public holidays.
Warranty Conditions
Tersus warrants that during the Warranty Period that (a) the Product will be free from defects in material and workmanship and conform to Tersus specifications; and (b) the software will be free from error which materially affects performance. THESE WARRANTIES ARE EXPRESSLY IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. TERSUS SHALL IN NO EVENT BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY KIND OR NATURE DUE TO ANY CAUSE.
Purchaser's exclusive remedy for a claim under this warranty shall be limited to the repair or replacement at Tersus' option and at Tersus' facility, of defective or nonconforming materials, parts or components or in the case of software, provision of a software revision for implementation by the Buyer. All material returned under warranty shall be returned to Tersus prepaid by the Buyer and returned to the Buyer, prepaid by Tersus.
THE FOREGOING WARRANTIES DO NOT EXTEND TO (I) NONCONFORMITIES, DEFECTS OR ERRORS IN THE PRODUCTS DUE TO ACCIDENT, ABUSE, MISUSE OR NEGLIGENT USE OF THE PRODUCTS OR USE IN OTHER THAN A NORMAL AND CUSTOMARY MANNER, ENVIRONMENTAL CONDITIONS NOT CONFORMING TO TERSUS'S SPECIFICATIONS, OR FAILURE TO FOLLOW PRESCRIBED INSTALLATION, OPERATING AND MAINTENANCE PROCEDURES, (II) DEFECTS, ERRORS OR NONCONFORMITIES IN THE PRODUCTS DUE TO MODIFICATIONS, ALTERATIONS, ADDITIONS OR CHANGES NOT MADE IN ACCORDANCE WITH TERSUS'S SPECIFICATIONS OR AUTHORIZED BY TERSUS, (III) NORMAL WEAR AND TEAR, (IV) DAMAGE CAUSED BY FORCE OF NATURE OR ACT OF ANY THIRD PERSON, (V) SHIPPING DAMAGE; OR (VI) SERVICE OR REPAIR OF PRODUCT WITHOUT PRIOR WRITTEN CONSENT FROM TERSUS, (VII) PRODUCTS NOT SOLD BY TERSUS AND PARTNER SALES CHANNELS (SERIAL NUMBER DOES NOT MATCH), (VIII) PACKAGING BOX, POWER CORD AND ACCESSORY CABLES, USER MANUAL, DRIVER SOFTWARE ARE NOT COVERED BY WARRANTY . IN ADDITION, THE FOREGOING WARRANTIES SHALL NOT APPLY TO PRODUCTS DESIGNATED BY TERSUS AS BETA SITE TEST SAMPLES, EXPERIMENTAL, DEVELOPMENTAL, PREPRODUCTION, SAMPLE, INCOMPLETE OR OUT OF SPECIFICATION PRODUCTS OR TO RETURNED PRODUCTS IF THE ORIGINAL IDENTIFICATION MARKS HAVE BEEN REMOVED OR ALTERED. THE WARRANTIES AND REMEDIES ARE EXCLUSIVE AND ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, WRITTEN OR ORAL, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR ANY PARTICULAR PURPOSE ARE EXCLUDED. TERSUS SHALL NOT BE LIABLE FOR ANY LOSS, DAMAGE, EXPENSE, OR INJURY ARISING DIRECTLY OR INDIRECTLY OUT OF THE PURCHASE, INSTALLATION, OPERATION, USE OR LICENSING OR PRODUCTS OR SERVICES. IN NO EVENT SHALL TERSUS BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND OR NATURE DUE TO ANY CAUSE.
NOTICE REGARDING PRODUCTS EQUIPPED WITH SATELLITE OR WIRELESS TECHNOLOGY. Your use of certain Products and Software is dependent on the availability and coverage of wireless networks, telecommunications networks, satellite positioning systems and the Internet, which involve facilities owned and operated by third parties. WE ARE NOT RESPONSIBLE FOR THE OPERATION, AVAILABLITY OR FAILURE OF SUCH THIRD PARTY SYSTEMS OR FACILITES.
Return and Repair
Before shipping any material to Tersus or resellers, please contact Tersus Technical Support at support@tersus-gnss.com or raise a ticket at https://tersus.supportsystem.com/. Once Technical Support team confirms the faulty equipment and need for return, you will be referred to Tersus Repair. A Return Material Authorization (RMA) number and instructions on proper shipping procedures for the defective product will be provided.
Once you have obtained an RMA number, you will be advised of proper shipping procedures to return any defective product. When returning any product to Tersus, please return the defective product in a proper packaging to avoid ESD and shipping damage.
RMA Process
Tersus GNSS Inc. provides warranty repair and return services as described in more specificity below. Please follow below steps to request RMA service.
1) Open a technical support case by visiting https://tersus.supportsystem.com/ or contact technical support by email support@tersus-gnss.com . You should obtain a valid RMA number before turning any failed device to Tersus.
2) A technical support engineer will assist you to troubleshoot the device, verify, and confirm that an RMA is required.
3) Should a repair or replacement device be required, the technical support engineer will initiate the RMA by obtaining the following customer information:
üCompany Name
üShipping Address
üContact Name
üContact Phone Number
üContact Email Address
üProblem Description
üProduct Model Number
üProduct Serial Number
4) Tersus will provide you the instructions on how to return the failed device. Once the returned device is received by Tersus, Tersus will start to debug the device and notify you via email about the repair status and the estimated time of shipping.
5) Tersus may contact you at varying intervals until the repaired or replaced device is returned to you. Any questions regarding the return of a device should be sent to support@tersus-gnss.com .
You must obtain a valid RMA number before returning a failed device (refer to the process above). You are responsible for all shipping costs incurred to return the failed device to Tersus, including duties and taxes where applicable. For the devices under warranty, Tersus will pay the shipping costs incurred for shipping repaired or replacement devices to you, except for duties or taxes required to clear customs. Within 10 working days of receipt of the failed device, Tersus will, at its discretion, repair or replace the failed device with a new or like-new device. It is your responsibility to ensure that the failed device is packaged in a manner that will withstand the rigors of return shipment to one of Tersus’ designated repair facilities.
For any questions regarding the status of your RMA, please contact Tersus Technical Support by email support@tersus-gnss.com or navigate to https://tersus.supportsystem.com/ and log in your case to view updated RMA information.