WARRANTY TERMS & CONDITIONS
When you open a support ticket you will be asked if you have read and understood the terms and conditions of the warranty, these can be read or downloaded below.
This non-transferable limited warranty is provided to the original end user purchaser (“you”) of a IBT hardware product (“product”).
These warranty conditions apply to hardware products purchased outside mainland UK. Service response times may vary by country. The conditions below describe the prerequisites and scope of our warranty. They do not affect your statutory rights.
Please refer to your invoice for details of the warranty period on IBT large format displays and other products as this varies by model. IBT PC modules, the infinity pen, wireless keyboard and mouse and webcam are provided with a one year return to base warranty. No warranty is provided for the following listed accessories: non-interactive pens, cables, batteries.
We provide warranty cover for IBT hardware products and certain accessories subject to the following conditions.
The warranty period of IBT products applies from the date of purchase by the original end user purchaser (“you”). We will rectify defects affecting the product which are clearly attributable to material and/or manufacturing faults, provided they are reported immediately after being identified, and within the “Warranty Period”.
WHAT YOU MUST DO TO CLAIM THE WARRANTY
1. Before making a claim please consult the IBT knowledge base as most technical support questions can be answered through our knowledge base: http://apps.IBT.co.uk/ticket/upload/kb/index.php
2. If you cannot resolve the issue using the knowledge base you should contact the partner/reseller from whom you originally purchased the Product. The partner/reseller will register the Warranty claim. It is important that you provide details of someone who has access to the product when requesting a warranty claim.
You will be asked to provide the serial number of the product; the partner/reseller will need you to provide sufficient details to enable an IBT support engineer to assess the claim. Warranty claims are only accepted if the defective product is presented within the warranty period and the original receipt is available on request.
3. An IBT support engineer will first attempt to troubleshoot the problem via telephone or email.
4. If this does not rectify the issue, then the engineer may arrange a remote session via TeamViewer. If the support engineer is unable to correct the issue remotely or decides a remote session is not appropriate action they may arrange for a site visit to fix the problem.
5. If the site visit does not rectify the issue your partner/reseller will provide you with an RMA number and form and instructions for Product return.
6. Authorized returns must be:
- properly packaged in original packaging (or packaging providing the product with protection equivalent to the original packaging). If items are damaged during shipping due to insufficient packaging, it will be left to IBT’s discretion to determine whether or not the product is repairable under the terms of this limited warranty.
- sent via prepaid shipping via a shipping method that provides for tracking of your package and insured, to the address provided with your RMA number You are responsible for the product until it is received by IBT.
- accompanied by a copy of the completed RMA form and the RMA number written on the outside surface of each return package.
- returned within 7 days from the date the RMA number and form is issued, otherwise the RMA number will become void and the product returned.
An unauthorized return (i.e., one for which an RMA number has not been issued) will be returned to you at your expense.
** If you are unable to contact the partner/reseller from whom you originally purchased the Product, please visit the Support ticketing system to register your claim: Website: www.discoveribt.com/support however please note that not using the partner/reseller support network may delay your Warranty claim. **
IBT will dispatch warranty covered products within 14 day of receipt. Standard method for shipment can take 5-7 days. In some instances, IBT may decide to advance replace PC modules, accessories or parts covered under the limited warranty. It is your responsibility to return the faulty PC module/accessories or parts within thirty (30) days of receiving the replacement parts or products (or refund, if applicable). IBT may require your credit card information prior to providing replacement parts or products (or refund, if applicable) and will charge you for the replacement parts or products (or product for which a refund is provided) if you fail to return them within such time.
You are responsible for removing any personal data before returning products.
Warranty provision will be free of charge and we will decide whether this will take the form of 1). repair of defective parts, 2). replacement of defective parts, 3). replacement of the product; this may be with factory refurbished parts and products, 4) provide a refund of the purchase price of the product, LESS THE PRODUCT’S DEPRECIATED VALUE, only if IBT is unable to replace the product or repair it in accordance with applicable law. Ownership of replaced or refunded parts, products and accessories revert to IBT. You are advised that repair or replacement of hardware may result in loss of personal data.
IBT reserves the right to charge shipping costs or reimbursement from you of any reasonable costs incurred if the product or component part is found at IBT’s discretion to be in good working order, or the problem is not a consequence of defect or manufacturing fault or where any of the warranty exclusions or limitations apply. Reasonable costs may include the cost of packaging, insurance, shipping, parts and labour.
IBT do not routinely load or reload software applications unless we have specifically agreed to do so. You are strongly recommended to adopt and implement comprehensive back up procedures.
The provision of services under warranty neither extends the term of the warranty nor sets in motion a new Warranty Period. The Warranty Period for spare parts fitted ends with the expiry of the warranty on the product as a whole.
You are responsible for backing-up all system and applications software and data and disabling and security passwords before repair services are performed and for reinstalling all software, data and passwords.
If a loan or replacement product is offered the IBT engineer is not responsible for connecting non-IBT products or installing software. Loan products should be used in accordance to the warranty terms and conditions, misuse as outlined in the exclusions and limitations of warranty may result in IBT seeking reimbursement for correcting the damage caused to the loan product.
A repair fee may be quoted if the IBT engineer deems that the product is repairable outside the terms of the limited warranty.
The warranty does not apply to damage or defects for which IBT does not bear responsibility and which include but are not limited to the following:
If repairs or other interventions are performed by persons not authorized by IBT to take such action, or if our products are fitted with non-original spare parts, extras or accessories not approved by IBT;
If the product has been damaged by abuse, neglect, misuse, or causes by non-compliance with the operating instructions (see user manuals for correct operating use), abnormal environmental conditions, including the direct application of any cleaning liquids, substances or abrasives to the hardware or onto any display surface or accessory other than in accordance with the cleaning and care instructions included in the user manual for the product;
IBT are not responsible for the administration, management or maintenance of products, including the Android™ operating system, Google PlayStore™, PC modules and accessories. This includes back-ups, updates, virus protection, security or software updates;
In the event of physical or verbal abuse towards any member of staff;
Products whose serial numbers have been modified, removed or made illegible are excluded from the warranty;
Pixel errors are unavoidable in LED Technology, and in line with panel provider’s criteria, they only constitute a fault under the terms of this warranty if they deviate from the product specification;
The permanent – also partial – display of fixed images (typical display damage being so-called burn-in effects such as image retention and image sticking);
The defect is caused by external causes such as acts of god: floods, natural disasters, molest, fire and soot damage, dust, induction and lightning damage and animals;
Damage caused by criminal damage, theft or attempted theft; attempted theft or theft;
Damage caused by dusty environments, we strongly recommend you periodically check your product for dust and hair build up (and other issues stemming from the environment in which you use your product) and clean it as necessary. Canned air can be bought from many retail outlets, is recommended for careful cleaning of dust & hair deposits from the internal and external components of your system;
Cosmetic damage, such as to the exterior finish;
Incorrect electrical line voltage, fluctuations, surges or spikes;
Incorrect installation of hardware (see user manual) or software;
Other claims in respect of compensation for consequential loss are excluded, except where such liability is legally mandatory;
This limited warranty does not apply to a party who rents or leases an IBT product, and such users must contact the rental or leasing company to determine whether warranty coverage is applicable;
LIMITATION OF LIABILITY
IBT SHALL NOT BE LIABLE FOR THE LOSS OR DESTRUCTION OF DATA OR MEDIA RESULTING FROM THE USE OR SERVICE OF THIS PRODUCT, WHETHER DUE TO VIRUS ISSUES OR OTHERWISE, OR ANY FAILURE TO SECURE ALL PROGRAMS AND DATA CONTAINED IN OR AFFECTED BY THE PRODUCT OR TO MAINTAIN THE CONFIDENTIALITY OF DATA STORED ON THE PRODUCT.
EXCEPT FOR THE WARRANTIES AND CONDITIONS SET FORTH HEREIN, IBT DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. ANY IMPLIED WARRANTIES THAT MAY BE IMPOSED BY APPLICABLE LAW ARE LIMITED TO THE TERMS OF THIS LIMITED WARRANTY. IN NO EVENT SHALL IBT BE LIABLE FOR ANY INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF BUSINESS, PROFITS, DATA OR USE, WHETHER IN AN ACTION IN CONTRACT OR TORT OR BASED ON A WARRANTY, ARISING OUT OF OR IN CONNECTION WITH THE USE, PERFORMANCE OR MAINTENANCE OF THE IBT PRODUCT, EVEN IF IBT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOU AGREE THAT REPAIR OR REPLACEMENT, AS APPLICABLE, UNDER THE WARRANTY SERVICES DESCRIBED HEREIN ARE YOUR SOLE AND EXCLUSIVE REMEDIES WITH RESPECT TO ANY BREACH OF THE IBT LIMITED WARRANTY SET FORTH HEREIN.
Some countries do not allow limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. Some countries may provide for additional warranty rights and remedies, and the provisions contained in this limited warranty are not intended to limit, modify, take away from, disclaim or exclude any mandatory warranty requirements provided by countries, including certain implied warranties. This warranty gives you specific legal rights, and you may also have other rights which vary from country to country.
The IBT Warranty Service Centre is located in the UK and thereby responses are given Monday to Fridays 9am to 5pm (GMT), excluding UK bank or other public holidays.