Terms of service
While providing quality products for optical communications, HCH promises the following terms of service:
1. Provide the factory inspection report of the product.
2. Provide product specifications and test reports.
3. Enjoy three months replacement, three years free warranty.
4. In the process of use, there is a quality problem, after receiving the user fault information, reply to the cause of the fault within 24 hours.
5. Visit customers regularly and humbly accept customers' quality improvement suggestions.
If you still have any questions, you can contact us through the following ways, we will as always provide you with best service!
Customer Service Center:
Tel: 0755-27805102
Email: sales@hch-technology.com
Shenzhen Haochuanghao Optoelectronics Co., Ltd. (hereinafter referred to as HCH) ensures that the products listed in the following have gone through fully strict quality control from the purchase of raw materials to the whole manufacturing process. According to the following all sorts of situations and constraints, for the defective products being proved to be caused by poor raw materials or deficient manufacturing operation, HCH will provide free repairs or replacement services. Maintenance services and replacement products will be achieved in an exchange manner. The above warranty does not apply if the product damage is caused by incorrect installation, unexpected disaster, natural calamity, abuse, misuse, overvoltage-undervoltage, improper operation, undesirable environmental condition or any unauthorized disassembly, repairs or modification. This warranty is also not applicable if the product label is modified, scrawled or removed, the package is damaged or imperfect, or the product is second-hand and so on.
The warranty guarantees that consumers can get maintenance or replacement services only when they buy defective or damaged products from HCH. For the data corruption and maintenance needs being caused by using other damaged devices in the system, and which make HCH product can not work, HCH will have no obligation to compensate and not take any responsibility. This warranty does not contain the third-party software, the relevant connected equipment and so on.
RMA process
The definition of defective products is divided into the following categories：
(1) DOA (Defect On Arrival);
(2) Defect occurs within three months of purchase;
(3) IRMA (In Warranty of Return Merchandise Authorization);
(4) Defect occurs after three months of purchase and before the warranty has expired;
(5) ORMA (Out of Warranty Return Merchandise Authorization);
(6) Defect occurs after the warranty has expired.
The above terms are determined by the purchase date on the invoice up to the time the product is returned to HCH.
HCH's repair service procedure is as follows:
1. Obtain an RMA
(1) Fill out an "RMA request form" and send it by fax or email to the corresponding RMA person and HCH sales representative to obtain an RMA NO. If you do not know who the correct contact person is, please check HCH 's Web site or contact your HCH sales representative.
(2) If you need a defective product to be replaced rather than wait for the defective product to be repaired, this must notify HCH sales representative and corresponding RMA person.Only DOA products will be replaced. DOA products will only be replaced as long as products are in stock.
2. Package and Delivery
(1) Returned products have to be packed properly to avoid damage during delivery.
(2) A copy of RMA request form must be deliveried along with the RMA products.
3. Product Check on Arrival
(1) HCH's RMA OP personnel will check your product within eight hours of its arrival.
(2) If the product arrives undamaged and conforms to the conditions described on the "RMA request form," it will be transferred to HCH's RE engineers for repair.
(3) If the product is damaged or there is some inconsistency with the "RMA request form" description, HCH will contact and confirm the status with the customer before proceeding.
4. Repair
(1) The repair engineer will repair the defect as described by the customer. The product will also be tested to ensure it is in proper working order.
(2) If no additional problems are detected, HCH will notify the customer.
5. Charge
(1) Use HCH's carrier A/C to send RMA product to HCH,Use customer's carrier A/C to send back the replacement or repaired products,or customer pay the shipping charge.
(2) The customer will be charged for repairs if:
ORMA terms apply;
IRMA or DOA terms apply, but it is determined by HCH's repair engineer that the defect was caused by abuse, misuse or unauthorized repair.
(3) Repair engineers will provide a repair report for RMA products that will be charged.
6. Package and Shipping
(1) RMA OP personnel will properly pack the repaired RMA product along with a repair report and the copy of RMA request form.
(2) The customer will receive email notification of the request form.