QNAP Optional Warranty Services

QNAP offers an industry leading free 2 or 3* year standard limited warranty service on all of our products. This is a simple and powerful statement that QNAP products are built to last. If the standard warranty is not long enough, QNAP Extended Warranty Service coverage offers our customers worry free protection well into the future. No hidden fee, you will not be required to pay any additional cost; QNAP is only a simple phone call or email away. Our warranty process is as simple as 1-2-3; it just makes sense to be well protected.

QNAP Extended Warranty Service Benefits:

• Your QNAP product is protected directly by the manufacturer.
• 100% parts and labor covered with no additional cost.
• Fast product repair time, within 7 working days.
• Free and fast shipping to customer location.
• Free remote trouble shooting service.
• Extended warranty begins after the standard warranty has expired.
• An Extended warranty plan can be purchased within 60 days of the initial unit purchase.

Extended Warranty Service Coverage

• QNAP Extended Warranty Service is supplemental to the standard warranty and begins on the date the standard warranty expires.
• QNAP will repair the unit within 7 working days.
• 1-way Delivery Cost: Customer will pay for shipping to QNAP RMA location and QNAP will pay for return shipping to the customer address.

Service Policy

QNAP Inc. considers QNAP products or parts out-of-warranty or voided if:

• The products have been mishandled, misused, wilfully damaged, neglected, modified, changed or defaced in any way.
• The "QNAP" label or barcode sticker located at the rear of the product has been altered, obscured or removed.
• The term of the applicable warranty period has expired.

QNAP Repair Service

The warranty service can be obtained by contacting QNAP directly. We will provide the Buyer with an RMA number within two business days after the RMA documents are validated. No RMA returns will be accepted without an RMA number and any cost incurred from unauthorized RMA returns is subject to the RMA sender and QNAP reserves the right to dispose said unit at will.

Extended Warranty Terms & Conditions

• This coverage is supplemental to the manufacturer's limited warranty. If a product does not operate as warranted above during the applicable warranty period, QNAP shall, at its option and expense, repair the defective product or part, or deliver to the customer an equivalent product or part to replace the defective item. All products or parts that have been replaced will become QNAP's property. Replacement products can be new or reconditioned as QNAP decides.

• The extended warranty is provided to QNAP customers to entitle them to claim warranty repairs or after-sales service for an extended period after the standard warranty ends, valid within USA and Canada only.

• All extended warranties are to be purchased within 60 days of the initial purchase of the associated QNAP product. Extended warranty cannot be purchased for any QNAP products after 60 days from the initial invoice date.

• The extended warranties can only be purchased by QNAP direct customers. Only QNAP provided and validated warranty certificate is accepted.

• The total maximum extended warranty that a QNAP product can carry is 5 years.

• The extended warranty covers the QNAP product (including the power supply, fan, and adaptor). It does not cover the accessories of the standard package, e.g. network cable and CD-ROM.

• The extended warranty only covers normal use of the QNAP product in its intended environment. The extended warranty is invalid or void in the following circumstances:
  • The damage or defect of the product is caused by natural disasters, irresistible force, or human error.
  • The damage or defect of the product is caused by user-installed or user-modified software or components.
  • The product serial number sticker or warranty card is damaged or is unidentifiable.
  • The product is subject to mishandling, improper use or unreasonable operation.

• QNAP is only responsible for the hardware repair of the products and disclaims any responsibility for rescuing or keeping the data stored on the products.

• To purchase an extended warranty during the purchase of the QNAP product, the distributor should inform QNAP of the product model, quantity and the extended warranty period to purchase. QNAP will reply with the price quote to the distributor. If the distributor should accept the price and pay for the extended warranty, QNAP will provide the proof of purchase after authorizing the payment.

• The extended warranty proof must show the product model, serial number, and the extended warranty period. The handling process and shipment cost of the warranty service during the extended warranty period is the same as that within the standard warranty service. The customer must provide a photocopy of the extended warranty proof when applying for warranty service.

QNAP Advanced Replacement Service (QARS) is an optional service to expedite hardware replacement. QNAP products are designed and manufactured with high quality components to provide excellent reliability. For additional protection, QNAP offers an advanced replacement plan for customers who want to minimize the amount of time without a QNAP unit when seeking service. With QARS in place QNAP will ship you a replacement unit in advance of you having to send QNAP your existing NAS. Our advanced replacement plan is a great option for any customer seeking to minimise downtime.

QNAP Advanced Replacement Service Benefits:

• Your QNAP product is covered directly by the manufacturer.
• Free fast shipping, QNAP will provide prepaid 2 way shipping (US & Canada only).
• Fast processing, the replacement unit will be shipped within 48 hours.
• No question asked fast replacement, worry and problem free process.
• Free remote trouble shooting service.
• An Advanced Replacement plan can only be purchased within 60 days of the initial unit purchase date.

Advanced Replacement Service Coverage

• If during the advanced replacement service period the product fails, an identical or equivalent replacement unit will be shipped to the customer.
• 2-way Delivery Cost: QNAP will prepay shipping cost both ways.
• The QNAP Advanced Replacement Service is available within USA and Canada.

Service Policy

• The replacement unit will be shipped to the customer after the following three conditions have been fulfilled:
  • The unit has been identified as a defective unit by a QNAP support engineer and the advanced replacement RMA number has been issued.
  • The original guarantee of the replacement unit has been provided by the customer. QNAP requires a customer credit card authorization form on file before a replacement unit can be shipped out.
  • The address information has been confirmed by the customer.
• If the shipping order is received before 2:00pm Pacific Standard Time, the replacement unit will be shipped the same day. If the shipping order is received after 2:00pm, the replacement unit will be shipped the next business day. QNAP office hours are from 8:30am to 5:30pm PST.
• The replacement unit will be shipped using standard 3-day express or an equivalent level of service.
• The replacement unit will be an identical unit or an upgraded unit if an identical unit is not available. The replacement could be a brand new or a reconditioned unit according to QNAP's choice.
• The Advanced Replacement Service only covers those defects already covered by the QNAP manufacturer warranty, Cable, rail kit and accessories, etc. are not normally covered.
• The replacement unit will be registered and covered in this program automatically until the original unit coverage period expires.
• If there is only a component failure such as a power unit or fan module, QNAP will ship the components for replacement only.

Customer / Reseller Responsibility

• Customer must provide the necessary help to a QNAP support engineer to determine whether the unit is failed or not.
• Customer must provide full details in the Advanced Replacement RMA request to minimize processing time, such as model name, defective unit serial number, shipping address, contact person, phone number, email address, defective unit problem description, etc.
• Customer must complete and return to QNAP a valid Credit Card Authorization form to guarantee that the defective unit is returned.
• Customer must return the defective units within 5 business days following receipt of the replacement units. (Based on the unit receipt date at customer site and courier pick up date).
• Customer must ship the defective unit back to QNAP in the packaging provided with the replacement unit. If the packaging is damaged during shipping, customer must provide their own proper packaging to ensure safe return shipment to QNAP.
• It is a customer's responsibility to remove all old shipping waybills, air shipping labels etc. from the original packaging and affix a new shipping label and waybill provided by QNAP on the outside of the box. Failure to do so will mean any extra shipping costs incurred or lost units will be charged to the customer's credit card or account.
• Customer must return all components and accessories related to the defective unit to QNAP.

Customer Induced Damage (CID) Unit

If any defect in the products or part were caused by misuse, neglect, accident, abuse, improper repair, alteration or modification by the Customer, or any act in violation of the original selling conditions of the product by manufacturer, the product is considered to be a Customer Induced Damage Unit (CID). Since the warranty has been voided by the Customer's actions, the Advanced Replacement Service cannot apply and the Customer's account or credit card will be charged the MSRP value of the replacement product shipped and the Customer's original warranty will be reinstated.

Delayed Return

If the customer fails to return the unit within five (5) business days after receiving the replacement units, QNAP will charge the customer's credit card USD 100 per day up to the value of the unit’s MSRP. This charge is not refundable unless the customer can provide Proof of Delivery (POD) that indicates the customer did return the unit on time.

Missing Components

If the customer fails to return the complete unit to QNAP, the customer will be notified to ship the missing parts to QNAP at the customer's cost within five (5) business days. A failure to do so will permit QNAP to charge the cost of missing part(s) to the customer's account or credit card. This charge is not refundable for delayed returns.

Courier Lost or Damaged

It is QNAP's responsibility to make a compensation claim to the courier if the replacement unit is damaged or lost by the courier and to ship another replacement to the customer. It is the customer's responsibility to make a compensation claim to the courier if the returned unit is damaged or lost by courier. The full price of the unit will be charged to the customer's account or credit card.

TERMS AND CONDITIONS

• The Advanced Replacement Service should be purchased within 60 days of the product purchase date and the start date of the Advanced Replacement Service will be the product purchase date.
• Customer must use the shipping label provided by QNAP. QNAP is not responsible for any shipping costs incurred by the Customer using other means of shipping.
• QNAP ships via UPS Express or an equivalent Express Service for replacements. You can refer to the UPS www.ups.com website for delivery time from the QNAP warehouse to the destination.
• P.O. Box addresses are NOT accepted for Advanced Replacement delivery by UPS. The customer must provide QNAP with a physical address.
• QNAP's sole liability, and the exclusive remedy, for any acknowledged defect(s) shall be the repair or replacement of the product in question.
• QNAP does not offer refunds, credits or upgrades.
• QNAP shall NOT be liable under ANY circumstances for any indirect, incidental or consequential damages or lost data.
• Advanced Replacement is available only to the original purchaser.