1. Standard Warranty:

• Hikvision Equipment: All Hikvision equipment installed by Unifier CCTV Installations comes with a 3-year limited standard warranty against manufacturing defects or faults.
• Third-Party Equipment: Third-party equipment purchased through Unifier is subject to a 1-year warranty, as provided by the respective supplier.
• Warranty Service: Unifier CCTV Installations reserves the right to repair or replace faulty equipment under the warranty, depending on the nature of the defect and the availability of replacement units.

2. Warranty Claim Process:

• Faulty Equipment Return: Unifier will arrange for the collection and return of faulty equipment to the supplier.
• Callout Fee for Collection: While the return of faulty equipment is included, a callout fee will be charged for Unifier technicians to collect and deliver the hardware to and from the supplier. This fee will be charged at Unifier’s standard callout rate.
• Proof of Purchase: Customers may be required to provide a copy of the original proof of purchase when making a warranty claim.

3. Repairs:

• Turnaround Time: For Hikvision equipment repairs requiring external service centres (such as for third-party products) may take up to 14 business days, depending on the supplier’s repair workflow.
• Charges for Outsourced Repairs: In cases where third-party suppliers are involved, additional repair charges may apply and will be communicated to the customer before proceeding.
• No Fault Found Testing: In the event of testing where no fault is found with the equipment, a testing fee of R150.00 (Excl. VAT) will be charged.

4. Out-of-Warranty Repairs:

• Assessment Charges: For out-of-warranty products, any testing or assessment of the equipment may incur labour charges, which will be communicated before proceeding.
• Repair Costs: Repairs for out-of-warranty equipment will be subject to labour and parts costs, which will be quoted to the customer before any work is done.

5. Temporary Loan Stock:

• Unifier CCTV Installations does not provide temporary or loan equipment to customers while their hardware is being repaired or serviced. Customers are advised to plan for potential downtime during warranty claims or repairs.

6. Credit Returns:

• Return Period: Customers may return new and unused equipment for credit within 7 days of purchase, subject to pre-approval by Unifier’s Sales Department.
• Handling Fee: Returns will incur a 15% handling fee.
• Condition for Returns: Returned equipment must be in its original packaging, unused, and in brand-new condition. Any equipment showing signs of use or damage will not be accepted.

7. Technical Support:

• Support Options: Unifier provides support through on-site visits, remote assistance, and phone consultations. Callout fees for on-site visits will be billed at the standard rate.
• Expert Engineers: Unifier’s support team includes accredited Hikvision technical engineers, ensuring reliable and knowledgeable service for troubleshooting or system issues.

8. Exclusions from Warranty:

• Physical Damage: Any equipment damage caused by surge, water damage, tampering, or improper use, including but not limited to dents from being dropped will void the warranty.
• Unauthorized Repairs: Repairs or modifications made by anyone other than Unifier or an authorized service centre will also void the warranty.

By adhering to this policy, we ensure that all equipment provided and installed by Unifier is serviced professionally, with clear terms for warranty claims, repairs, and returns. Although we do not carry loan stock, our focus remains on efficient turnaround times for repairs and ensuring minimal disruption to our customers.