SoilCares Scanner - WARRANTY RETURN POLICY
(Before and after initial twelve (12) months warranty)
- GENERAL INFORMATION
Prior to warranty holder (“you”) making any Warranty Service Return of a SoilCares Scanner, you are strongly advised to first:
- check the available self-help options on the SoilCares Online FAQ web page www.soilcares.com/products/faq for your SoilCares Scanner. The Frequently Asked Questions may assist you in promptly resolving the more common issues encountered. This may save you the time and money otherwise involved in sending your Scanner to the SoilCares Customer Service Centre.
- contact your local distributor giving as many details on the malfunction as possible. Your distributor will either confirm that your Scanner requires a warranty service or get in contact with you by phone to try and solve the problem.
By requesting service pursuant to this policy, you expressly indicate your consent to the terms of the Warranty Return Policy.
2. SERVICING OF SCANNER
If you have confirmed that your Scanner requires a warranty service, you can submit a Warranty Service Request (document downloadable at http://www.soilcares.com/en/scannerwarrantypolicy/ ) to SoilCares via your local distributor.
For all Scanners under warranty sent to the authorised Customer Service Center for servicing, SoilCares will at its sole discretion, perform one of the following:
(i) Service or repair the Scanner;
(ii) Replace Scanner with a new or refurbished Scanner of the same model;
(iii) Replace Scanner with a new or refurbished Scanner model of equivalent value.
Where we service or repair the Scanner under a valid warranty, you will not have to pay for any labor charge or replacement parts.
Where we service or repair the Scanner that is not under a valid warranty, there are service charges (see Section 11 Out-of-Warranty charges).
3. WARRANTY RETURN PROCEDURE
We do not facilitate walk-in warranty returns at SoilCares. All warranty returns must be requested to SoilCares by your distributor. After you have submitted your return request you will be issued with a Return Merchandise Authorisation (RMA) number and the postal address of the authorised Service Centre.
It is very important that your RMA number is visible on the outside of your parcel so we can easily identify your return. Any warranty return Scanner without a valid RMA number will be rejected. We reserve the right to return the Scanner without examination, servicing, repair or replacement, and to charge you for pre-paid shipping (or other transportation) costs.
All returns must be enclosed with a copy of proof of purchase of the Scanner by a dated itemised receipt to be eligible for this limited warranty. You should retain the original proof of purchase for the duration of the Warranty Period. Returns without a copy of the proof of purchase may be deemed as out of warranty and will require payment of a service fee (see section 12 Failure to Make Payment).
Ensure you carefully pack your Scanner in its original metal case so it reaches the authorised Customer Service Centre without damage. As SoilCares is not responsible for damages incurred in shipping, we recommend you securely pack the Scanner box in a box using bubble wrap, foam or packing peanuts. Damage to your Scanner caused during shipment or while in transit to the service centre will result in a deemed Warranty-Void situation.
SoilCares or its authorised service centre will inspect your Scanner. If SoilCares determines based on the inspection that the Scanner does not require servicing and/or replacement, SoilCares reserves the right to return the Scanner to you as it is. A minimum non-refundable diagnostic and handling fee will be payable by you if SoilCares determines that your Scanner is not in need of repair or it is warranty-expired or warranty-void. In the event that you fail to make the payment within three (3) months from the date the fee is quoted to you, SoilCares will dispose of the Scanner permanently without notice and liability to you.
4. SEND ALL THE REQUIRED ITEMS
You need return the defective Scanner and all accessories, as indicated in your Warranty Return Request, to the service centre. The original Scanner case must enclose the defective Scanner, the cables, the calibration cap, the sampling cup, the cleaning material and manuals.
For DOA (Dead On Arrival) cases, you are required to send to the service centre all the contents intact in their original condition, including the Scanner, accessories, manuals, outer box and all other items received.
5. RMA NUMBER VALIDITY PERIOD
A RMA Number is only valid for Thirty (30) calendar days from issue date. You need to ensure the Scanner reaches the Service Centre before the expiry date. SoilCares reserves the right to reject the Scanner should it arrive after the RMA expiry date.
In some cases, an email may be sent to you for clarification or for payment purpose and requiring you to respond within a stipulated period. Any non-response or late response may result in the Scanner returned without being serviced or withheld at the service centre until full payment is made.
6. WARRANTY REQUEST INFORMATION
Any change to the address for return of the serviced Scanner or other change for that particular transaction is not permitted once a RMA number has been issued. Therefore it is important that you key in your details correctly.
Please contact your local distributor should you require to make any changes on your warranty request.
7. COST OF SHIPPING
You shall bear cost, inclusive of any duties and taxes, of shipping (or other transportation) of the Scanner to the authorised Service Centre for any RMA return.
SoilCares shall bear the cost of shipping (or other transportation), inclusive of any duties and taxes, from the Service Centre back to you after completing the warranty service during your twelve (12) months warranty. After the initial twelve (12) months warranty, you shall bear cost, inclusive of any duties and taxes, of shipping (or other transportation) of the Scanner from the Service Centre back to you.
8. RISK OF LOSS OR DAMAGE
You are responsible for arranging shipping (or other transportation) to the authorised service centre and all the costs involved. Risk is only transferred to us when the service centre receives the warranty return Scanner (please see Section 9). Prior to that, we are not responsible for the Scanner, including any damage or loss during shipment or while in transit.
We are responsible for arranging shipping (or other transportation) from the service centre to the designated address provided on the Warranty Return Request and the costs involved, unless otherwise stated in writing. Risk is transferred to you upon delivery at the designated address irrespective of the recipient who acknowledges or takes delivery of your Scanner.
9. SCANNER ARRIVES AT SERVICE CENTRE DAMAGED OR WITH DISCREPANCIES
You must ensure the warranty return Scanner and the Scanner which you declare to get the warranty return service are one and the same. You should also declare any pre-existing or user-induced damage to minimise the need for investigation and further processing. Otherwise, the service centre may not service and return the serviced Scanner within the typical turnaround time stipulated in Section 13 (Service Turnaround Time).
If you fail to declare pre-existing or user-induced damage when requesting a warranty return or if your Scanner is damaged during shipment or while in transit, we will e-mail you requesting payment of a Warranty-Void fee to service the Scanner. The determination by the service center on what amount to pre-existing damage or user-induced damage or otherwise is final even if you are able to produce supporting evidence to the contrary or the evidence is inconclusive.
10. SCANNER MODEL TRANSITION
From time to time, Scanner models will reach End of Service Life. This means that in spite of a valid warranty, any warranty returns for such Scanner models may not be serviced, but may be replaced by a more recent model, equivalent functionality Scanner as solely determined by us. The warranty return procedure to follow is the same.
11. OUT-OF-WARRANTY CHARGES
Depending on the age of your Scanner and the availability of parts, it may be possible for SoilCares to provide an out-of-warranty repair or replacement service for a fee. Please contact SoilCares Customer Support Service for the charges applicable for your Scanner model.
12. FAILURE TO MAKE PAYMENT
You may be required to make payments for certain warranty return cases, such as for servicing of Warranty-Void, or Warranty-Expired Scanners. Should you fail to make payment, we reserve the right:
- Not to process the Warranty Return Request.
- Not to process the warranty returned Scanner received and shall return it to you as it is.
- Withhold the Scanner that has been serviced until full payment is made.
In the event that the required payment is not made within 3 months of sending you a notification, your Scanner will be treated as unwanted and may be handled as we deem fit, including permanent disposal, without notice and liability to you. You shall have no claims against us and would still be obliged to pay for services rendered.
13. SERVICE TURNAROUND TIME
Generally, the RMA turnaround time is 10-15 business days from the day it was received. If no Scanner is received after 15 business days, please contact your local distributor.
14. INSPECTION OF SERVICED SCANNER
Immediately upon delivery of the serviced Scanner, you are to check the packaging and the serviced Scanner. Should there be any significant damage to the packaging or obvious condition concerns with the serviced Scanner, you may decline to take delivery and immediately contact your local distributor for assistance.
By any recipient taking delivery of the serviced Scanner at the designated address, you are deemed to have accepted that the serviced Scanner from the Service Centre is proper, correct and in good condition.
If you encounter any defect after taking delivery of the serviced Scanner, you would need to raise a new Warranty Return Request and re-send the Scanner to the service centre for further servicing in accordance with the applicable warranty terms.
15. REFER TO LIMITED HARDWARE WARRANTY ACCOMPANYING SCANNER
From time-to-time, we may update this Warranty Return Policy without notice. In such a situation, we will still process your Warranty Return Request according to the most current Limited Hardware Warranty Policy and Warranty Return Policy. However, the terms of the Limited Hardware Warranty or other warranty document accompanying the Scanner, including any updates, shall take precedence over the online policies.
17. CONTACTING US ON WARRANTY RETURN POLICY
If you have any questions or wish to clarify on our Warranty Return Policy, please contact your local distributor for further support.
18. GOVERNING LAW AND DISPUTESThis Warranty Return Policy is governed by the laws of the Netherlands. All disputes shall be submitted to the courts of the Netherlands having jurisdiction, or, in case SoilCares commences proceedings, before any other court having jurisdiction.