40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
Product Warranty Policy
I.
II.
Limited Warranty Coverage
Limited Warranty Limits and Exclusions
Technical Support
III.
IV.
Support Department Availability
Support Department Contact Information
RMA Procedures
V.
Return Material Authorizations
VI. Warranty Returns
VII. Non-Warranty Returns
RMA Credit Policy
VIII. Returns for Credit & Credit Types
RMA Transportation Policy
IX.
X.
XI.
Transportation Charges
Transportation Damages
Refused Shipment Restocking Fees
RMA Shipping Instructions
XII.
XIII.
XIV.
XV.
Product Non-Acceptance
Sample Shipping Label Rev. 13
Package Identification
RMA Rejection Policy
Arista’s Product Warranty
XVI. Limited Product Warranty
XVII. Warranty Limits and Exclusions
Arista’s Limited Liability
XVIII. Limited Liability Policy
XIX Customer Responsibility
XX Disclaimer
Page 1 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
Product Limited Warranty
I.
Limited Warranty Coverage
If product does not work properly because of a defect in materials or
workmanship, Arista Corp. will, for the length of the period of two years, starting
with the date of original purchase (invoice date), at its option either repair your
product with new or refurbished parts, or replace it with new or a refurbished
product.
The decision to repair or replace will be made by Arista Corp. During the “Labor”
Limited Warranty period there will be no charge for labor. During the “Parts”
Limited Warranty period, there will be no charge for parts.
The customer pays the freight for shipping the defective products to Arista Corp.
After repair or replace, Arista Corp. will ship and pay UPS Ground for the
products being shipped back to the customer.
This Limited Warranty only applies to products purchased and serviced in the
United States. Customers outsideof the United States willneed to pay the freight
for shipping to Arista Corp. and shipping back to the customer after repair or
replacement.
II.
Limited Warranty Limits and Exclusions
This Limited Warranty only covers failures due to defects in material or
workmanship, and does not cover normal wear and Tear, cosmetic damages .
The Limited Warranty does not cover damages due to external causes
including, but not limited to, failures which are caused by products not supplied
by Arista Corporation.
The Limited Warranty does not cover damages and/or failures which result
from negligence, accidents, misuse, abuse, neglect, mishandling, misapplication,
alteration, faulty installation, set-up adjustment, improper maintenance, power
surge, problems with electrical stability, failure to maintain environmental
conditions within operating range specified by manufacturer, relocations or
attempts to relocate systems, lighting damage, modification, service by anyone
other than authorized service providers, usage not in accordance with product
Page 2 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
instructions, failure to perform required preventive maintenance, problems caused
by use of parts and components not supplied by Arista, and/or adding or altering
components without concurrence of Arista Technical Support.
Any signs that the serial numbers have been altered or tampered will void this
warranty.
There is no expressed warranty except as stated under "Limited Warranty
Coverage". Under no equitable theory shall Arista Corporation be held liable for
monetary and/or non-monetary damages resulting from the normal or abnormal
usage of our products. Use, distribution and/or similar engagement of our
products constitute implied agreement to these and similar Arista Corporation
Limited Liability policies.
Technical Support
III. Technical Support Availability
Arista Corporation is dedicated to your satisfaction. Arista’s Technical Support
Team will make every effort to solve the problem over the phone or through e-mail.
If we cannot solve the problem over the phone or through e-mail, an RMA number
will be issued.
Information Needed When You Call
Product Serial Number
Details of the Problem
IV. Technical Support Contact Information
Technical Support Hours
Monday through Friday: 8:30am-5:30pm PST
Technical Support Phone Number
Phone: (510) 226-1800 ext. 400
Fax: (510) 226-1890
Technical Support E-mail
E-mail:support@aristaipc.com
Page 3 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
RMA Procedures
V. Return Material Authorizations
All returns require an RMA (Returned Material Authorization) number. Please
contact Arista’s customer service representative or complete the RMA request
form to obtain an RMA number prior to returning product.
Returns will be authorized in accordance with the following policy: If it is
deemed that the part should be returned, Arista’s customer service representative
will give the customer a return authorization number and ship to address to return
the product.
Products will not be accepted by Arista Corp. RMA department for return if not
accompanied by a valid RMA number, which must be clearly marked on the
outside of the package.
Products must be returned within 30 days after the date of RMA number issued.
After a 30-day period, the RMA number issued will be invalid. Please do not
return products with invalid RMA numbers; Contact Arista’s customer service
representative if your RMA number is invalid.
VI. Warranty Returns
Products to be returned must be within the applicable warranty period. If the
warranty period is over, the original product will be returned to the customer.
The RMA number for Warranty Return will be issued within 24 hours from the
time that the RMA application form is received by Arista.
VII. Non-Warranty Returns
If the customer wishes to return a product for repair that is no longer within the
warranty period, or for damage not covered by the warranty, an Arista sales
representative will advise the customer of the estimated cost of the repair.
Return of the product will be the authorization to repair and agreement to pay for
the cost of repair, whether or not it exceeds the original estimate.
Page 4 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
RMA Credit Policy
VIII. Returns for Credit & Credit Types
Returns for credit that require Arista’s management approval may take up to 48 hours for
processing/approval. Products can be returned for credit with the following conditions:
Dead on Arrival (DOA): Customer must report DOA units to Arista’s RMA
department in 14 calendar days after the product is received. Customer can
request either return for credit or replacement. If replacement is requested, Arista
will ship the replacement in 7 calendar days and invoice customer for the
replacement. A credit memo will be issued to the customer after the DOA product
is received and verified.
Evaluation Return: Customer must notify Arista’s RMA department before or at
the end of the evaluation period if customer decides to return the evaluation unit.
An RMA number must be obtained from Arista prior to returning the unit.
Short Shipment: Customer must report for any item received short-shipped or
wrong products received in 7 calendar days after the product is received.
Customer can request either shipment of missing items, replacement of wrong
item or return for credit. If shipment of missing items or replacement of wrong
items is requested, Arista will ship the replacement in 7 calendar days. A credit
memo will be issued to the customer after the returned product is received and
verified.
Non-Open-Box Return: In a case where a customer places an incorrect order,
over stock or double orders. The customer can request return for credit with the
following restocking fee applied.
Restocking Fee: A 15% restocking fee would apply to the non-open-box when
returned within 3 months after invoice date. A 30% restocking fee would apply to
the non-open-box returned within 6 months. Beyond 6 months after invoice date,
a 50% restocking fee would apply to the non-open-box returned within 12 months.
Beyond 12 months after invoice date, Arista will not grant authorization to return
the non-open-box for credit.
Return Condition: All valid return for credit products must be returned in the
original packaging in “as new" condition with all items and accessories originally
shipped with the product. Any damages will be assessed and the cost of repair or
refurbishment will be deducted from the credit issued.
Page 5 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
•
No Credit DOA: No credit will be given to the customer for DOA products
received by Arista beyond 30 calendar days after invoice date. No credit will be
given to all non-cancelable, non-returnable, custom order parts.
RMA Transportation Policy
IX. Transportation Charges
•
All customers are responsible for all freight charges involved in shipping the
defective products to Arista Corp. Arista Corp. will cover the cost of returning
products that are under warranty via UPS Ground to customers in the United
States after repair or replacement.
•
International customers are responsible for all transportation, insurance, duties
and other similar charges for all returned products shipped outside of the United
States must ensure that the product is appropriately packaged. Shipping damages
resulting from improper packaging will be the customer’s responsibility.
•
Arista is not responsible for product lost during shipment. All products being
returned for Limited Warranty repair or replacement must be sent freight prepaid.
X. Transportation Damages
•
In cases of transportation damage, customer is responsible for filing any and all
claims with the shipping carrier.
•
To avoid any potential risk that an RMA product is lost or damaged while in
transit to Arista, it is recommended that the customer insures and declares the full
value of the RMA product since the customer is 100% responsible for the RMA
product while in transit to Arista.
•
We urge customers to pack the RMA product carefully to avoid transit damage.
XI. Refused Shipment Restocking Fees
•
If a customer refuses a shipment, credit will be issued after refused product is
received and verified by Arista. The shipping charge plus 15% restocking fees
will be billed to the customer.
Page 6 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
RMA Shipping Instruction
XII. Product Non-Acceptance
Products will not be accepted by Arista Corp. if not accompanied by a valid RMA
number, which must be clearly marked on the outside of the package.
Any products refused by Arista will incur the fees and/or charges applied by the
shipping carrier, and shall be the sole liability of the original shipper.
XIII. Sample RMA Shipping Label
ARISTA CORPORATION
Attention: RMA Department
40675 Encyclopedia Circle
Fremont, CA 94538
RMA: # _______________
XIV. Package Identification
Each box must reference the following information: Customer/Contact Name ·
Return Address · Phone Number · RMA Number (issued by an authorized
ARISTA source).
The RMA number must be written on the outside of the shipping container for
identification purposes.
Shipments not properly identified will be refused.
To avoid any discrepancy of items received, please do not return accessories
(manual, driver CD, OS CD, cable, etc.) with RMA unit for repair.
If available, use the original box/packaging to ship back RMA unit to avoid transit
damage.
Page 7 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
XV. RMA Rejection Policy
Products will not be accepted by Arista Corp. if not accompanied by a valid RMA
number, which must be clearly marked on the outside of the package. Arista reserves the
rights to return any RMA product received that dose not comply with the information
given on the original Return Material Authorization (RMA) request, such as:
Invalid RMA number
RMA number not visible and/or not on the box shipping label
RMA condition described by customer differs from actual product condition
Expired RMA number
Unauthorized return (no RMA # was issued)
No Arista serial number on the product
Product physically damaged
If you have any questions regarding Arista’s RMA procedures, product returns policies
and/or other similar issues, please call Arista’s Customer Service and RMA Department
during office hours, Monday through Friday (8:30am-5:30pm PST)
Phone: (510) 226-1800 ext. 400
Fax: (510) 226-1890
Email: RMA@AristaIPC.com
Arista’s Product Warranty
XVI. Limited Product Warranty
If product does not work properly because of a defect in materials or
workmanship, Arista Corp. will, for the length of the period of two years, which
starts with the date of original purchase (invoice date), at its option either repair
your product with new or refurbished parts, or replace it with new or a refurbished
product.
The decision to repair or replace will be made by Arista Corp. During the “Labor”
Limited Warranty period there will be no charge for labor. During the “Parts”
Limited Warranty period, there will be no charge for parts.
The customer pays the freight for shipping the defective products to Arista Corp.
After repair or replace, Arista Corp. will ship and pay UPS Ground for the
products back to the customer.
Page 8 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
This Limited Warranty only applies to products purchased and serviced in the
United States. Customers outside of the United States will need to pay the freight
for shipping to Arista Corp. and shipping back to the customer after repair or
replacement.
XVII. Warranty Limits and Exclusions
This Limited Warranty on failures due to defects in material or workmanship,
and does not cover normal wear and tear, cosmetic damage or similar.
The Limited Warranty does not cover damages due to external causes including,
but not limited to, failures which are caused by products not supplied by Arista
Corporation.
The Limited Warranty does not cover damages and/or failures which result
from negligence, accidents, misuse, abuse, neglect, mishandling, misapplication,
alteration, faulty installation, set-up adjustment, improper maintenance, power
surge, problems with electrical stability, failure to maintain environmental
conditions within operating range specified by manufacturer, relocations or
attempts to relocate systems, lighting damage, modification, service by anyone
other than authorized service providers, usage not in accordance with product
instructions, failure to perform required preventive maintenance, problems caused
by use of parts and components not supplied by Arista, and/or adding or altering
components without concurrence of Arista technical support.
Any signs that the serial numbers have been altered or tampered will void this
warranty.
Arista’s Limited Liability
XVIII. Limited Liability
Arista Corporation is not liable for incidental or consequential damages resulting
from the use of Arista products or arising out of any breach of Arista's full limited
warranty.
Under no equitable theory shall Arista Corporation be held liable for monetary
and/or non-monetary damages resulting from the normal or abnormal usage of our
products. Use, distribution and/or similar engagement of our products constitute
Page 9 of 10
Rev. 13
Date: February 09, 2010
40675 Encyclopedia Circle, Fremont,CA 94538
Phone 1.510.226.1800 Fax 1.510.226.1890
implied agreement to these and similar Arista Corporation Limited Liability
policies.
Arista Corporation is not liable for damages or reimbursement for lost time, lost
revenue, cost of having someone remove or re-install an installed unit if
applicable, or travel to and from the service providers.
All expressed and implied warranties, including the limited warranty of
Merchantability are limited to the period of the limited warranty, unless otherwise
indicated in writing by Arista Corporation.
XIX. Customer Responsibilities
By requesting service, the eligible customer acknowledges the terms of the
limited warranty, including the disclaimer and limitation of liability provision.
Prior to seeking service, the end user must back-up all data, programs, files
and/or similar digital documents that may become damaged and/or lost due to
service.
Arista Corporation, WITHOUT LIMITATION, is not responsible for lost,
damaged or otherwise destroyed data due to service.
XX. Disclaimer
ARISTA RESERVES THE RIGHT TO CHANGE ANY OF ITS TERMS OF
SERVICE, WARRANTY POLICIES, SERVICE PROGRAMS, SERVICE
METHODS AND/OR SIMILAR POLICIES AT ANY TIME AND WITHOUT
PRIOR OR FORMAL NOTICE TO ITS CUSTOMERS, VENDORS, RESELLERS,
END USERS OR SIMILAR.
Page 10 of 10
Rev. 13
Date: February 09, 2010