Terms of service
Warranty Policy
All claims made under the 1-Year Limited Warranty (“Warranty”) will be governed by the terms set out in this warranty document.
Your Octava Engineering (“OE”) hardware product (“Product”) is warranted against defects in materials and workmanship for a period of (1) year from the date of original purchase (“Warranty Period”) when used in accordance with OE’s user manuals and published guidelines. Published guidelines include but are not limited to information contained in technical specifications, user manuals, and service communications.
If a defect arises during the Warranty Period, OE will repair the Product at no charge using new parts or parts that are equivalent to new in performance and reliability. Proof of purchase may be required to verify eligibility.
Opening the Product without written or verbal permission from OE will void the Warranty.
This Warranty excludes damage resulting from abuse, accident, modifications, unauthorized repairs or other causes that are not defects in materials and workmanship.
OE will provide warranty service through the following option:
(i) Mail-in service. If OE determines that your Product is eligible for mail-in service, OE will send an Return Merchandise Authorization (RMA).
Service options, parts availability and response times may vary according to country.
Warranty does not apply to products that are not Octava Engineering-branded, even if packaged or sold with OE products. Non-Octava Engineering branded products may have the benefit of a manufacturer's warranty provided by the product manufacturer. Please see your product box and literature for details.
Exchange Policy
OE will provide the ("Customer") with a Return Merchandise Authorization ("RMA") and ("Invoice").
The Customer must pay the Invoice to initiate the exchange process. Once Octava Engineering ("OE") receives payment for the Invoice, the Exchange Item(s) will ship.
Inbound Shipping:
The Customer is responsible for the costs and coordination of shipping item(s) on the RMA to OE within 60 days, governed by Incoterms Delivered at Place (DAP).
Outbound Shipping:
The Customer is responsible for shipping costs, duties, and taxes for the item(s) on the Invoice as per Incoterms Ex-Works (EXW).
Evaluation:
Once OE receives the item(s) on the RMA, an evaluation will begin. OE will provide the Customer with the root cause of the failure and documented findings. During the evaluation, the Warranty will be approved (Yes) or denied (No).
Warranty (YES): The Customer will receive a refund or credit equal to the listed price of each Warranty (YES) item on the RMA.
Warranty (NO): No refund or credit will be given to the Customer (see Warranty).
Options:
- OE can return the RMA item(s) as-is or provide a time and materials (T&M) repair quote.
- If the RMA item(s) are in good working condition, with no defects, and the Customer does not want the RMA item(s) returned, a refund or credit "market value" will be given.
Repair Policy
OE will provide the ("Customer") with a Return Merchandise Authorization ("RMA").
Inbound Shipping:
United States
U.S. Customers will get a prepaid shipping label for their RMA item(s). Customer must successfully coordinate shipping to OE within 30 days.
International
The Customer is responsible for the costs and coordination of shipping item(s) on the RMA to OE within 60 days, governed by Incoterms Delivered at Place (DAP).
Evaluation:
An evaluation starts once OE receives the item(s) on the RMA. OE will provide the Customer with the root cause of the failure and documented findings. During the evaluation, the Warranty will be approved (Yes) or denied (No).
Warranty (YES):
No Charge—(T&M) repair is $0 for the Customer.
Outbound Shipping:
United States
OE ships item(s) to Customer as per Incoterms Delivered Duty Paid (DDP).
International
The Customer is responsible for shipping costs, duties, and taxes for the item(s) as per Incoterms Ex-Works (EXW).
Warranty (NO):
OE will provide a time and materials (T&M) repair quote.
- Approval and payment are required for work to begin.
- If repair or return is not decided within 90 days, the item(s) will be scrapped.
Outbound Shipping:
Worldwide
The Customer is responsible for shipping costs, duties, and taxes for the item(s) as per Incoterms Ex-Works (EXW).