Return and Warranty                                  
Policy Statement                    

                                                                                         
Introduction                                                              


This Return and Warranty Policy Statement applies to XTS CORP equipment purchased directly from XTS CORP. If you did not acquire the XTS CORP equipment directly, return the equipment to the place of purchase. 
As all statements herein are subject to change, please check our website at www.xtsvideo.com for the latest policy. 
If you have questions about this policy, contact the appropriate Technical support center. 


Returning XTS Products


Before you can return any product to XTS CORP, you must obtain a return material authorization (RMA). This applies to all product returns, including warranty repair/replacements, nonwarranty repairs, advance replacements, and credit returns. 
To obtain an RMA, contact the XTS technical support center (see technical support centers) for your product, and have the product and the following information ready: 
•Original PO number (not required for distribution partners) 
•SKU/part number 
•Serial number 


Technical support will provide you with an RMA number and an RMA acknowledgment form that confirms your request. 
Once you have the RMA, repackage the product appropriately) and attach the RMA acknowledgement form on the outside of the package. Then send the product to the return location given by the Technical support center. 


All products must be returned freight prepaid within 30 days of obtaining an RMA. We reserve the right to cancel the RMA after 30 days. If you fail to return the product within the 30 days, please contact Technical support to get a new RMA. 
We will not accept unauthorized returns or freight collection returns; we will return these to you at your expense.
 If a returned product contains parts that are no longer available or repairable, we will contact you to discuss resolution and return of the material. 


The repair department will evaluate all equipment returned for repair to determine warranty coverage and will resolve any questions that may arise during evaluation to make a final determination. 


Note:  Dealer, distributor, and integrator return and warranty policies may vary. Consult your XTS CORP program agreement, if applicable, or contact your local XTS CORP sales representative for details. 


Technical support centers


USA & LATIN AMERICA 


T. 1.866.797.8XTS (987)
P. 305.863.7779
F. 305.863.7478
E. technicalsupport@xtscorp.com


Subject to the terms of the limited warranty in effect at the time of purchase, XTS CORP will repair or replace a product that fails to meet the terms provided, within the product’s warranty period. The actual warranty period starts from either a) the date of shipment from XTS CORP facility (point of origin) or b) the manufacturer’s date code (if the shipment date is unknown. 
For all warranty repairs, XTS CORP will cover parts and labor. We will return equipment via the same incoming ship method at no additional charge. If you request a different return ship method, we will charge for the full shipping cost. 


Nonwarranty Repairs


Nonwarranty repairs are granted an extended warranty of 90 calendar days for all products.
For all nonwarranty repairs, XTS CORP will provide you with a repair estimate that includes charges for parts, labor (in half-hour increments), and all shipping. Repair charges may be based on a flat rate or parts and labor, and will vary based on actual equipment and condition. You may pay for nonwarranty repair charges by purchase order or credit card. 




Advance Replacement


Advance replacement products are new or like-new refurbished products and carry a full original equipment warranty. XTS CORP will send advance replacement product to replace defective equipment that has failed upon initial install for up to 90 days from the original date of shipment. We will ship advance replacements via ground the next business day. (In emergencies we may ship replacements by air.) 


Our repair department will evaluate the returned product to determine whether it is a warranty or nonwarranty replacement and bill you accordingly. We will invoice advance replacements at shipment and credit you upon receipt of the defective product. If we determine, however, that the returned product is in good working order or that performance issues were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit and you will remain responsible for paying the invoice. 


Note:  Advance replacement is not available for custom products. 


Credit Returns


XTS CORP will refund or credit new, standard production items that are unused and in the original unopened shipping cartons for a period of 60 days from the original date of shipment. All returned merchandise is subject to a 20% restocking fee. Products that have failed upon initial install within 90 days from the date of shipment (or date of manufacture if shipment date is unknown) may be returned for credit without a restocking fee. (Products purchased as part of a kit must be returned through Advance replacement.) 


As with advance replacements, if we determine that the returned product is in good working order or that performance issues were due to improper installation, misuse, abuse, or other user-related causes, we will issue no credit and you will remain responsible for paying the invoice.
Note:  Credit is not available for custom products. 


Refurbished B-stock products


XTS CORP occasionally offers select products for sale as B-stock—units that have been used in the field and refurbished. B-stock and advance replacement products—though they may come from the same pool of products—are covered by different warranty conditions and durations. Refurbished products come with a one-year limited warranty. 


Packaging your shipment


Protecting the value of returned products by packaging and shipping them correctly is your responsibility. We reserve the right to deny warranty coverage for any damage caused by failing to meet the following packaging requirements: 


•All electronic components must be taped and/or contained in their original electrostatic protective packaging or an equivalent substitute. 
•All parts must be packed securely inside the external shipping carton to prevent mechanical damage. 
•External packaging must be sufficient to protect the contents from the usual hazards of shipping. 


Product warranty periods


XTS CORP will replace, without charge, any merchandise proved defective in material or workmanship for a period of 2 years after the date of shipment.