ZII PRODUCTS & ACCESSORIES
WARRANTY RETURN POLICY

Version 1.1
March 2010
Copyright © 2010 Zii Pte. Ltd. All Rights Reserved

1. GENERAL INFORMATION
2. SERVICING OF PRODUCT
3. WARRANTY RETURN PROCEDURE
4. WARRANTY RETURN TICKET VALIDITY PERIOD
5. ENSURE CORRECT DETAILS; GET NEW TICKET INSTEAD OF AMENDING ISSUED TICKET
6. DO NOT USE A PO/FBO/APO BOX ADDRESS
7. PACKING GUIDELINES
8. SEND ONLY THE REQUIRED ITEMS
9. COST OF SHIPPING/TRANSPORT
10. RISK OF LOSS OR DAMAGE
11. PRODUCT ARRIVES AT SERVICE CENTER DAMAGED OR WITH DISCREPANCIES
12. PRODUCT MODEL TRANSITION
13. OUT-OF-WARRANTY CHARGES
14. FAILURE TO MAKE PAYMENT
15. SERVICE TURNAROUND TIME
16. SERVICE STATUS
17. INSPECT THE SERVICED PRODUCT UPON RECEIVING IT
18. AUTHORIZED SERVICE CENTER FOR YOUR PRODUCT MODEL
19. REFER TO LIMITED HARDWARE WARRANTY ACCOMPANYING PRODUCT
20. CONTACTING US ON WARRANTY RETURN POLICY

1. GENERAL INFORMATION

Prior to warranty holder ("You") making any warranty return of a Zii-branded product or a Zii-branded accessory (both referred to as "Product" in this policy) to an authorized service center, You are strongly advised to first:

a) check the Zii Support Web Page for information regarding warranty and returns and other frequently asked questions. If necessary, You may still contact Zii Contact Center for assistance.

b) back-up the information (e.g. data, content and applications) that is on Your Product Yourself since it may all be permanently deleted during servicing. The service center does not back-up Your information or perform any data recovery.

2. SERVICING OF PRODUCT

The service center may at its sole discretion perform one of the following for any Product sent for servicing:

a) Service or repair the Product.
b) Replace Product with a new or refurbished product of the same model.
c) Replace Product with a new or refurbished product model of equivalent value. 

The decision of the service center shall be final. Any demand or claim from You will not be entertained.

Where the Product is under a valid warranty, You will not have to pay any labor charge. You will also not have to pay for replacement parts. 

Where the Product is not under a valid warranty, there are service charges (e.g. see Section 13 Out-of-Warranty charges) and charges for replacement parts. However, certain Products are not provided with any Out-of-Warranty support.

3. WARRANTY RETURN PROCEDURE

We do not accept walk-in warranty returns at any location. The warranty holder must make an online request at the Zii Support Web Page and obtain a warranty return ticket BEFORE sending the Product to the service center. Follow the online instructions precisely. Please note that the steps may vary depending on the item that You intend to return, or due to any change in requirements that we may introduce.

Your warranty return Product may be rejected if: 
 
i) The Product is received without a required warranty return ticket.
ii) The Product is received with an invalid warranty return ticket.
iii) If any required steps in the warranty return process are not precisely followed.

In the event that any of the above occurs, we may elect to return the Product without examination, servicing, repair or replacement, and charge You for pre-paid shipping/ transport costs.

Please therefore strictly follow the warranty return procedure to ensure that Your Product is not rejected and to facilitate processing. This procedure is applicable for DOA (Dead-on-Arrival), RMA (Return Merchandise Authorization, i.e. for Products with valid warranty), Warranty-Void and Warranty-Expired cases which are explained further in our Limited Hardware Warranty Policy.

a) Check the Zii Support Web Page to confirm whether your Product qualifies for our warranty and returns coverage.
b) Upon confirmation that your Product qualifies for our warranty and returns coverage, select ‘Warranty and Returns’ to request for a warranty return ticket.
c) Log into Your Zii Account if You have not already done so. If You do not have a Zii Account, You will need to create one.

4. WARRANTY RETURN TICKET VALIDITY PERIOD

A warranty return ticket is only valid for ten (10) calendar days from issue date. You need to ensure the Product reaches the authorized service center by the 10th calendar day. We and the warranty provider may reject the Product should it arrive any later.

In some cases, an e-mail may be sent to You requesting clarification or requiring payment.  Your response within a stipulated period will be required.  Any non-response or late response may result in the Product returned without being serviced or withheld at the service center until full payment is made.

5. ENSURE CORRECT DETAILS; GET NEW TICKET INSTEAD OF AMENDING ISSUED TICKET

Once a warranty return ticket has been generated, You will not be able to amend the information (e.g. delivery address for serviced Product) that You have entered. Therefore it is important that You key in Your details correctly.

If You have not sent Your Product to the service center yet and want to correct Your details, simply request for a new ticket and discard the earlier ticket. There is no need to cancel it. Use only the new warranty return ticket with the correct information when sending Your Product to the service center.

6. DO NOT USE A PO/FBO/APO BOX ADDRESS

We do not arrange deliveries from the service center to boxes at any Post Office (PO), Fleet Post Office (FBO), Army Post Office (APO) or other such addresses. You must therefore ensure not to use such addresses when requesting for the warranty return ticket to avoid any delay in the return of the service Product.

Otherwise, the serviced Product may take a much longer time  to reach You, if at all, and You will be charged additional administration and shipping (or other transportation) fees for re-direction of delivery. 

7. PACKING GUIDELINES

Ensure You carefully pack Your Product so it reaches the authorized service center without damage. Damage to Your Product caused during shipment or while in transit to the service center will void Your Warranty. Your use of original packaging is encouraged. Alternatively, please refer to and follow the recommended Packing Guidelines at the Zii Support Web Page. We are not liable for any damage to Your Product incurred during shipment or while in transit to the service center.

A warranty return ticket is necessary for each returned Product unless there is a stated exception. If You are returning several Products, be sure to get the correct corresponding number of tickets. You may place all the Products in a single box or package for cost-effective shipping. Mark the warranty return ticket number(s) clearly on the outside of the box or package before sending it.

8. SEND ONLY THE REQUIRED ITEMS

You shall only send the defective Product(s), as indicated on the warranty return ticket(s), to the service center for servicing or replacement. We are not responsible for returning to You any other products or accessories sent with the defective Product(s) so You must not send them. The service center at its sole discretion may elect not to return any non-defective items that are unnecessarily sent and dispose of them as they seem fit. 

Only for DOA cases are You required to send to the service center the entire contents intact in their original condition. This would include the Product, accessories, manuals, packaging, outer box and all other items received.

For RMA, Warranty-Void and Warranty-Expired cases, You are required to send to service center only the defective Product or accessory. For instance, if the Zii player is the only defective item, send only the defective player to the service center; the accessories that are not defective must not be sent.

Upon request, proof of original purchase (e.g. copy of dated and itemized online invoice or store receipt) must be provided to the service center.

9. COST OF SHIPPING/TRANSPORT

You shall bear the cost of shipping/transporting (including any duties and taxes) the defective Product to the authorized service center for DOA, RMA (Product under valid warranty), Warranty-Void and Warranty-Expired cases.

The warranty provider shall bear the cost of shipping/transporting (including any duties and taxes) the serviced or replacement Product from service center to You for DOA, RMA (Product under valid warranty), Warranty-Void and Warranty-Expired cases.

10.  RISK OF LOSS OR DAMAGE

You are responsible for arranging shipping (or other transportation) to the authorized service center and all the costs involved.  Risk is only transferred to us or the warranty provider when the service center receives the warranty return Product (please see Section 11).  We are not responsible for the Product prior to receiving it at the authorized service center.  We are not liable for any damage or loss incurred during shipment or in transit.

We are responsible for arranging shipping (or other transportation) from the service center to the designated address provided on the warranty return ticket and the costs involved, unless otherwise stated in writing. Risk is transferred to You upon delivery of the serviced Product at the designated address, irrespective of the recipient there. 

11. PRODUCT ARRIVES AT SERVICE CENTER DAMAGED OR WITH DISCREPANCIES

You must ensure the details of the defective Product that You provide when requesting the warranty return ticket match with the Product that You send to the authorized service center.  You should also declare any pre-existing or user-induced damage to avoid delay in servicing and returning Your Product to You.   If investigation and further processing are needed after the service center receives Your Product because of any disparity or non-disclosure on Your part, the service center may depending on the circumstances and at its sole discretion either return the Product un-serviced, or return the serviced Product outside the typical turnaround time stipulated in Section 15.

For efficiency in handling returns, the service center does not send acknowledgements. Instead, the service center will send You an e-mail only when any damage or discrepancy is discovered during processing of Your Product. If You receive such an e-mail, You are required to respond within the period stipulated in the e-mail to resolve any questions raised by the service center.

The service center will e-mail You a payment request for a Warranty-Void fee to service the Product if:

a) You fail to declare pre-existing or user-induced damage when requesting a warranty return ticket, or

b) Your Product is damaged during shipment or transit. 

The finding by the service center on pre-existing damage or user-induced damage or otherwise is final even if You are able to produce evidence to the contrary.

12. PRODUCT MODEL TRANSITION

From time to time, certain Product models will reach End of Service Life. This means that in spite of a valid warranty, any warranty returns for such Product models may not be serviced. Instead, Your defective Product may be replaced with a newer product model of the equivalent-price range, as solely determined by the warranty provider or us (subject to depreciation and other considerations). The warranty return procedure to follow is the same.

13. OUT-OF-WARRANTY CHARGES

There are charges for servicing, repairing and replacing parts of Warranty-Void and Warranty-Expired Products. Please refer to Zii Support Web Site for the charges applicable for Your Product model or check with Zii Contact Center. These charges are subject to change from time to time and may vary based on different countries and/or regions. Please note that certain Products are not provided with any Out-of-Warranty support. Refer to Zii Products & Accessories - Limited Hardware Warranty Policy. 

14. FAILURE TO MAKE PAYMENT

You may be required to make credit card payment for certain warranty return cases, such as for servicing of Warranty-Void, or Warranty-Expired products. Should You fail to make payment, we or the warranty provider may:

a) Decline to process the warranty return request.
b) Decline to process the warranty returned Product received and to return it to You as is.
c) Withhold the serviced Product until full payment is made.

For a Product withheld pending full payment, You may be charged a monthly storage fee as deemed reasonable by us or the warranty provider, if the required payment is not made within 3 months of sending You a notification. Thereafter, Your Product will be treated as unwanted and may be handled as we or the warranty provider deem fit, including permanent disposal. You shall have no claims against us, our affiliated companies or the warranty provider and shall still be obliged to pay for services and storage rendered. 

15. SERVICE TURNAROUND TIME

The service center will typically take 10 to 15 business days to service and return the serviced Product depending on the Product category and geographical location of the designated address.

16. SERVICE STATUS

After You have sent Your Product to the service center, You may check the service status at Zii Support Web Page.

17. INSPECT THE SERVICED PRODUCT UPON RECEIVING IT

Check the serviced Product immediately upon delivery.  Should there be any defect(s), You may decline to accept the delivery.  Immediately contact Zii Contact Center for assistance.  Please note that the typical service turnaround time shall not apply under such circumstances.

By any recipient taking delivery of the serviced Product at the designated address, You are deemed to have accepted the serviced Product in good condition.

If You encounter any defect(s) after delivery of the serviced Product, You would need to request for a new warranty return ticket and re-send the Product to the service center for further servicing in accordance with the applicable warranty terms.

18.  AUTHORIZED SERVICE CENTER FOR YOUR PRODUCT MODEL
   
Send the Product only to the service center on the relevant list of authorized service center(s) that handles Your Product model. The list appears when requesting for the warranty return ticket online. Choose the nearest authorized service center that handles Your Product model if there is more than one on the list. If You send Your Product to any other location (e.g. to a service center that does not handle or no longer handles Your Product model, or to a wrong address), You will be responsible for all forwarding charges. We and the warranty provider may change the location of any service center or change service providers without notice. 

19. REFER TO LIMITED HARDWARE WARRANTY ACCOMPANYING PRODUCT

From time-to-time, we may update this Warranty Return Policy without notice. In such a situation, we or the warranty provider will still process Your warranty return according to the latest Limited Hardware Warranty Policy and Warranty Return Policy at Zii Support Web Page. However, the terms of the Limited Hardware Warranty or other warranty documentation accompanying the Product, including any applicable update(s) (irrespective of Your notice), shall take precedence over the online policies.  

20. CONTACTING US ON WARRANTY RETURN POLICY

If You have any questions or wish clarification on our Warranty Return Policy, please contact us or write to:

Zii Pte. Ltd.
31 International Business Park
Creative Resource
SINGAPORE 609921

Attn: Zii Contact Center - Warranty Policy Questions