Warranty & Return

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Warranty & Return

3 Level Warranty

All products provided by Thunder-link.com are vender original new products, not been used. Generally all products come with standard vender like 1 year warranty. Before delivery to you, all products need pass our 3 Level warranty procedure.
*label sealed switches, Aps, are exception.

1-Level-Inspection

1-Level Inspection

All new arrival items will pass our engineer’s inspection first at which stage some appearance defect items will be selected out and removed.

2-Level In-stock test

Next step is to power on to test each board in our TESTbed where engineer will check if board functional, SFP original, SFP TX power are at correct range.

2-Level-In-stock-test
3-Level-24-hour-pre-delivery-test

3-Level 24 hour pre-delivery test

Before delivery, chassis and boards will be power on again with a 24-hour uninterrupted test procedure. At this stage, besides the basic functional test, engineer will add software compatibility test and system integration test, to make sure all delivered products can work smoothly.

Some scratching or copper rust might be seen on some modules, which may be caused by carrying, inserting in/out chassis during our in-stock and pre-delivery test. In normal condition, the scratching and rust are very slight. Our sales representative will get your confirmation before delivering that to you.
 
This warranty does not apply to any failure of the equipment as a result of abuse, accident, man force damage, nature force majeure, lack of proper maintenance, environmental factors, improper installation or configuration, electrical issues such as lightning, power surges or incorrect electrical voltages, or improper modifictions.

Return & Replace

Two ways to trigger RMA procedure
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Offline customers:

you may directly email your sales representative. Our sales representative will contact you within 12 hours.

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Online customers:

enter into "my account" → "order history" → "order information" → click "return"

Analysis

Our sales team will contact you within 12 hours, and co-work with technical team to analyze the problem you submitted. Fault location and trouble shooting will lead to the following 3 results.
 

Reshipment

We will reship the goods in the following situations:

• You received wrong products due to our wrong order processing.

• You received product dead on arrival (fail to power on when initial use).

When the above conditions are met, we will reship your ordered cargo immediately.

Please note: any compatibility issues are exclusive, like system software compatibility, interconnect compatibility. Our sales team will confirm with you before order delivery, we are not responsible for any unconfirmed cases.

Return/Replace/Refund

• For confirmed product malfunction within warranty period, we need your assistance to return back, within 30 working days. Engineers will locate the problem of returned product: if it is a problem during use, such as improper use of the method or operation,

· We will repair it well and reship to you;

· If it can’t be fixed, we will replace it with a new one for you;

· If it can’t be repaired or replaced, we will then refund you.

Please note: any damages caused by improper use are exclusive, like optical laser burn down.

• For the product malfunction beyond warranty period, we can help you repair freely once product is returned to us with freight pre-paid.

Solved

• Return procedure closed or rejected.

• Problem caused by wrong configuration, and been solved.

• Any failure of the equipment due to abuse.

RMA cost during return

Reshipment

We are responsible for the cost of reverse logistics and reshipment.

Return/Replace/Refund

Generally, the reverse logistics cost incurred by the Return shall be responsible by the customer, and the logistics freight cost incurred by the Reshipment shall be responsible by us.

Please note that all the logistic responsible shall obey the order/contract terms, that if your order term is EXW China, then you need return cargo back to China, and our reshipment is only responsible for the inland China section, you need contact your logistic partner or forwarder for international section.