Ⅰ. Warranty Period
1.1 Document Purpose and Scope: This document addresses return policies applicable to the products purchased by customers ("Customers") that are returned to ZheJiang Dahua Technology Co., Ltd or its affiliates ("Dahua") for repair or replacement. To the extent that local law of the jurisdiction where the sale of product took place is inconsistent with a provision herein, and such local law does not permit waiver by contractual agreement, then such local laws shall apply only to the extent of the inconsistency. Any exceptions to this Policy requested by Customers must be approved in writing by Dahua. In case of any conflicts between the Policy and each specific business region of Dahua, the latter shall prevail.
1.2 Amending this Policy: Dahua may choose to amend the Policy, in part or its entirety, at any time, without notice. The Policy may not be otherwise amended.
1.3 Dahua’s Responsibility: Except otherwise agreed by the parties, Dahua’s sole responsibility under Dahua’s warranty is limited to repairing or replacing the defective products returned by Customer if the same is still within the product warranty period.
1.4 Calculation of Warranty Period: The warranty period starts from the shipment date,then it is calculated based on domestic warehouse’s shipping date +60 days, overseas warehouse’s shipping date +30 days.
1.5 Details of Standard Warranty Period: For details on the product warranty provided by Dahua for the respective products, please refer to the following:
| Catalog | Product line | Warranty period | 1st year | 2nd year | 3rd year |
| General Storage | DVR | 36 | Repair | Repair | Repair |
| NVS | 36 | Repair | Repair | Repair | |
| ATM | 36 | Repair | Repair | Repair | |
| Recording | 36 | Repair | Repair | Repair | |
| Broadcasting | 36 | Repair | Repair | Repair | |
| Mobile Portable Terminal | Mobile Portable Terminal | 12 | Repair | / | / |
| Data Collection Station | 24 | Repair | Repair | / | |
| IP Storage | EVS | 60 | Repair | Repair | Repair |
| ESS | 60 | Repair | Repair | Repair | |
| IVSS | 60 | Repair | Repair | Repair | |
| IVD | 60 | Repair | Repair | Repair | |
| HDCVI Recorders | WizSense Series | 60 | Repair | Repair | Repair |
| COOPER series | 24 | Repair | Repair | / | |
| Other series | 36 | Repair | Repair | Repair | |
| Network Recorders | WizMind Series | 60 | Repair | Repair | Repair |
| Ultra Series | 60 | Repair | Repair | Repair | |
| NVR1 Series | 36 | Repair | Repair | Repair | |
| NVR2 Series | 36 | Repair | Repair | Repair | |
| NVR4 Series | 36 | Repair | Repair | Repair | |
| NVR5 Series | 36 | Repair | Repair | Repair | |
| EZ-IP series | 12 | Repair | / | / | |
| Storage Medium | Surveillance HDD | 36 | Replacement | Replacement | Replacement |
| Enterprise HDD | 60 | Replacement | Replacement | Replacement | |
| SSD(C800A series 500G above capacity) | 60 | Replacement | Replacement | Replacement | |
| Other SSD series | 36 | Replacement | Replacement | Replacement | |
| PSSD | 36 | Replacement | Replacement | Replacement | |
| Memory Card(C100 series) | 84 | Replacement | Replacement | Replacement | |
| Memory Card(N100 series) | 36 | Replacement | Replacement | Replacement | |
| Other Memory Card | 24 | Replacement | Replacement | Replacement | |
| USB flash drives | 60 | Replacement | Replacement | Replacement | |
| DRAM | Lifetime | Replacement | Replacement | Replacement | |
| Network Camera/Wi-Fi Camera/IOT Camera | IPC WizMind 5 Series | 60 | Repair | Repair | Repair |
| IPC WizMind 7 Series | 60 | Repair | Repair | Repair | |
| IPC WizMind 8 Series | 60 | Repair | Repair | Repair | |
| WizMind Panoramic Series | 60 | Repair | Repair | Repair | |
| WizMind Special Series | 60 | Repair | Repair | Repair | |
| Pro 5 Series | 60 | Repair | Repair | Repair | |
| Panoramic Series | 60 | Repair | Repair | Repair | |
| Special Series | 60 | Repair | Repair | Repair | |
| IPC 1 Series | 36 | Repair | Repair | Repair | |
| IPC 2 Series | 36 | Repair | Repair | Repair | |
| IPC 3 Series | 36 | Repair | Repair | Repair | |
| IPC 4 Series | 60 | Repair | Repair | Repair | |
| Wi-Fi Series | 36 | Repair | Repair | Repair | |
| EZ-IP Series | 12 | Repair | / | / | |
| Analog Cameras | COOPER series | 24 | Repair | Repair | / |
| Other series | 36 | Repair | Repair | Repair | |
| HDCVI Camera | Pro Series | 60 | Repair | Repair | Repair |
| Panorama Series | 60 | Repair | Repair | Repair | |
| Micro-size Series | 60 | Repair | Repair | Repair | |
| HAC-1 Series | 36 | Repair | Repair | Repair | |
| COOPER series | 24 | Repair | Repair | / | |
| Thermal Security Camera | TPC-DF1XXX/TPC-BF1XXX/TPC-BF2XXX/TPC-BF4XXX/TPC-BF5XXX | 36 | Repair | Repair | Repair |
| TPC-AEBF5XXX | 36 | Repair | Repair | Repair | |
| TPC-SD2XXX/TPC-SD4XXX/TPC-SD5XXX | 36 | Repair | Repair | Repair | |
| TPC 8 series | 36 | Repair | Repair | Repair | |
| Thermal Commercial | TPC-NYX thermal camera modules | 12 | Repair | / | / |
| TPC-M/R/C/A/R series | 36 | Repair | Repair | Repair | |
| TPC-HIxx series | 36 | Repair | Repair | Repair | |
| other handheld thermography cameras | 36 | Repair | Repair | Repair | |
| Thermal Temperature | TPC-BF5XXX/ TPC-BF3XXX/ TPC-BF2XXX | 24 | Repair | Repair | / |
| TPC-DF1XXX/TPC-BF1XXX/TPC-HT2XXX | 12 | Repair | / | / | |
| Blackbody JQ-D70Z/ TPC-HBB series | 12 | Repair | / | / | |
| Transmission | Wireless series | 24 | Repair | Repair | / |
| Industrial PoE Switch | 60 | Repair | Repair | Repair | |
| Aggregation Switch | 60 | Repair | Repair | Repair | |
| Other series | 36 | Repair | Repair | Repair | |
| PTZ Cameras | WizMind Series | 60 | Repair | Repair | Repair |
| Ultra Series | 60 | Repair | Repair | Repair | |
| Positioning System | 60 | Repair | Repair | Repair | |
| AntiCorrosion Cameras | 60 | Repair | Repair | Repair | |
| Explosion-Proof Cameras | 60 | Repair | Repair | Repair | |
| WizSense Series | 36 | Repair | Repair | Repair | |
| Pro Series | 36 | Repair | Repair | Repair | |
| Lite Series | 36 | Repair | Repair | Repair | |
| HDCVI PTZ Cameras | 36 | Repair | Repair | Repair | |
| DHOP Series | 36 | Repair | Repair | Repair | |
| EPC-PTZ | 36 | Repair | Repair | Repair | |
| wearing parts separately have a warranty period of 12 months. List of wearing parts: coaxial cable, conductive slip ring, motor, belt, wiper, fan, lens motor, laser, horn, buzzer, protective window coating, anticorrosive coating, adapter. | 12 | Repair | / | / | |
| Traffic | Road intelligent traffic cameras | 36 | Repair | Repair | Repair |
| Speed Measuring System | 36 | Repair | Repair | Repair | |
| Access ANPR cameras | 36 | Repair | Repair | Repair | |
| Geomagnetic | 36 | Repair | Repair | Repair | |
| Edge Storage | 24 | Repair | Repair | / | |
| Traffic signal controller | 24 | Repair | Repair | / | |
| Spot detection cameras | 24 | Repair | Repair | / | |
| gateway | 12 | Repair | / | / | |
| Traffic signal light | 12 | Repair | / | / | |
| Radar | 12 | Repair | / | / | |
| Supplement Light | 12 | Repair | / | / | |
| Lens | 12 | Repair | / | / | |
| Accessory | 12 | Repair | / | / | |
| LED Screen | 12 | Repair | / | / | |
| Cabinet | 12 | Repair | / | / | |
| Detection and control equipment | 12 | Repair | / | / | |
| Barrier | 12 | Repair | / | / | |
| Automatic Terminal | 12 | Repair | / | / | |
| Springs, keys and remote control for barrier | 3 | Repair | / | / | |
| Intelligent buildings | Access Control/Alarm/Video Door Phone | 24 | Repair | Repair | / |
| wired accessories | 12 | Repair | / | / | |
| wired detectors | 12 | Repair | / | / | |
| Alarm | Alarms | 24 | Repair | Repair | / |
| Detector | 24 | Repair | Repair | / | |
| wired accessories | 12 | Repair | / | / | |
| IoT sensors | 12 | Repair | / | / | |
| Central products | Keyboard | 12 | Repair | / | / |
| switches | 36 | Repair | Repair | Repair | |
| Other Series | 24 | Repair | Repair | / | |
| Intelligent Education/ | all DeepHub Interactive Whiteboard, including DHI-LPH/LCHXX-MC/MTXXX and DHI-LPH/LCHXX-SC/STXXX; | 36 | Repair | Repair | Repair |
| wireless screen-sharing dongles | 18 | Repair | / | / | |
| mobile stands | 18 | Repair | / | / | |
| stylus pen | 18 | Repair | / | / | |
| Display & Control | Monitor） | 36 | Repair | Repair | Repair |
| Television | 12 | Repair | / | / | |
| LCD video wall | 24 | Repair | Repair | / | |
| Digital Signage | 24 | Repair | Repair | / | |
| Project type LED Displays(≤P2.5) | 12 | Repair | / | / | |
| Project type LED Displays (>P2.5) | 24 | Repair | Repair | / | |
| Channel type LED Display | 12 | Repair | / | / | |
| Control: Control series | 24 | Repair | Repair | / | |
| Control: keyboards | 12 | Repair | / | / | |
| Control:Commonly | 12 | Repair | / | / | |
| BIG DATA | Private Cloud | 60 | Repair | Repair | Repair |
| Cloud Value-added | hardware | 60 | Repair | Repair | Repair |
| software | 60 | Repair | Repair | Repair | |
| IVS | Intelligent Server | 60 | Repair | Repair | Repair |
| Video Conference | USB Camera | 24 | Repair | Repair | / |
| Speakerphone | 24 | Repair | Repair | / | |
| USB Accessories | 24 | Repair | Repair | / | |
| Conference Camera | 36 | Repair | Repair | Repair | |
| Video Conference System | 36 | Repair | Repair | Repair | |
| Audio and Paperless Products | 12 | Repair | / | / | |
| Fire Control | Smoke Alarm | 60 | Repair | Repair | Repair |
| Carbon Monoxide Alarm | 60 | Repair | Repair | Repair | |
| AI-Fire Smoke Sensing Network Camera | 36 | Repair | Repair | Repair | |
| Gas alarm | 36 | Repair | Repair | Repair | |
| Dahua Automotive | Auto-Outsourcing | 12 | Repair | / | / |
| Auto–Camera | 24 | Repair | Repair | / | |
| Auto–Radar | 36 | Repair | Repair | Repair | |
| Auto–Mobile：Main device | 36 | Repair | Repair | Repair | |
| Auto–Mobile：Accessory | 12 | Repair | / | / | |
| Auto–OEM | 36 | Repair | Repair | Repair | |
| Auto-Software | 36 | Repair | Repair | Repair | |
| Auto-Software(customized software verison ) | 12 | Repair | / | / | |
| Drone | Drone( of which batteries and pastes | 12 | Repair | / | / |
| Security Inspection | AI security screening server ISC-S series | 24 | Repair | Repair | / |
| Machine Security Screening Machine Security ISC-M series | 24 | Repair | Repair | / | |
| walk through metal detector ISC-D series | 24 | Repair | Repair | / | |
| Hand held metal detector ISC-H series | 24 | Repair | Repair | / | |
| ISC-D1XXL series | 12 | Repair | / | / | |
| AM Electronic Article Surveillance(EAS) | 24 | Repair | Repair | / | |
| AM Electronic Article Surveillance(EAS) System | 24 | Repair | Repair | / | |
| Under Vehicle Surveillance Series DHI-XIS-CXXX Series | 12 | Repair | / | / | |
| Hydraulic Bollard Series DHI-ISC-ZXXXX Series | 12 | Repair | / | / | |
| Software | Software | 36 | Repair | Repair | Repair |
| Software(customized software version) | 12 | Repair | / | / |
● Wifi devices broken which was activated within 30 days, excluding software problems., Dahua shall replace it
● Dahua WIFI cameras which FOB date after 01-01-2024 ，get a 36-month warranty period
● The warranty of products for special projects is subject to sales and purchase agreement.
● The warranty of prototype sold at a discount is subject to sales and purchase agreement.
● If the last valid warranty date is a statutory public holiday in [China], the first working day after that holiday shall be the last day. Warranty Period shall expire according to the following chart depicting the Warranty Period.
● In case of a DOA and the responsible party is Dahua, Dahua should be replaced within 90days starting from ex-factory Date
● It is Customer responsibility to backup all existing data, or/and to erase all existing data before requesting for warranty services. Customer understands and agrees that Dahua is not responsible for all costs, losses, and liabilities, nor responsible recovery, or compromise of data, programs or loss of use of equipment arising out of the services provided by Dahua. Customer further represents that product does not contain illegal files or data which may be against the data protection laws or other applicable laws or regulations.
Ⅱ. Exclusions
If the following situations are not covered by Dahua's service scope, Dahua can provide the paid service support as much as possible based on your needs.
1、Damage to Dahua Memory product is caused by irresistible force（natural disaster,fire and war etc.）
2、Due to natural wear and tear, the equipment produced by Dahua is damaged.
3、Because the product is not used, maintained or stored in accordance with product requirements, the equipment produced by Dahua is damaged
4、Due to the use of pirated, non-standard, self-published or third-party unpublished software, the product does not work properly.
5、Due to abnormal reasons such as falling, extrusion, high temperature, corrosion, entry of foreign objects, poor electrical environment, the equipment produced by Dahua is damaged.
6、Because the operating environment(e.g. dampness) or external factors(e.g., external electromagnetic interference, Internal interconnecting equipment failure) do not meet the environmental requirements that have been described in writing, the equipment produced by Dahua is damaged directly.
7、Due to intentional or negligent use, misuse or destruction by the customer, the hardware or data of the Dahua device is damaged.
8、Due to the customer's failure to operate Dahua's equipment in accordance with the operating manuals, the equipment produced by Dahua is damaged.
9、Due to damage to the system caused by the customer or third party, including unauthorized relocation and installation of the system without complying with Dahua's requirements; Unauthorized adjustment, modification or deletion of identification markings without Dahua's requirements;
10、Unauthorized alter and mark that does not follow Dahua rule.
11、Due to the customer's infrastructure, the system has been compromised.
12、The surface of the equipment is physically damaged or defaced.
13、No factory name, factory address, production date, product serial number, product certification, product warranty card, or product serial number and labeling blurred, damaged, unrecognizable.
14、The product type or number on the certificate does not correspond with the actual product.
