Warranty Policy (U.S. Only)
Warranty Start Date: Refers to the date the product is shipped from the manufacturing location of One World Touch, LLC (“One World Touch”). The expiration date of each warranty is also found on the product support label that is affixed to the back of the product.
Hardware: One World Touch warrants that for a period of one (1) year for systems and open frame monitors (includes LP, MP, MT, OM, OP and SP models), and three (3) years for desktop, performance and large monitors (includes DM, LM, and PM models) from the Warranty Start Date, the One World Touch hardware purchased by customer shall be free of defects in material and workmanship under normal use. This product warranty extends only to the original purchaser and any specified end user. In the event that One World Touch receives notice during the warranty period that any hardware does not conform to its warranty, Customer’s sole and exclusive remedy, and One World Touch’s sole and exclusive liability, shall be for One World Touch, at its sole discretion, to either repair or replace the non-conforming hardware in accordance with this limited warranty. Hardware replaced under the terms of any such warranty may be refurbished or new equipment substituted at the option of One World Touch. One World Touch will use commercially reasonable efforts to ship the replacement hardware within ten (10) business days after receipt of the product at the One World Touch Repair Center. Actual delivery times may vary depending on the customer location.
Software: Software is subject to manufacturer’s warranty and returns policy and is thus not covered under this One World Touch policy.
Restrictions: No warranty will apply if the hardware (a) Has been altered, except by One World Touch; (b) Has not been installed, operated, repaired, or maintained in a reasonable manner; or (c) Has been subjected to unreasonable physical, thermal or electrical stress, misuse, negligence, or accidental damage. In addition, hardware is not designed or intended for use in (a) the design, construction, operation or maintenance of any nuclear facility, (b) navigating or operating aircraft; or (c) operating life-support or life-critical medical equipment, and One World Touch disclaims any express or implied warranty for such uses. Customer is solely responsible for backing up its programs and data to protect against loss or corruption. One World Touch, LLC warranty obligations do not include installation support.
Dead on Arrival (“DOA”): For up to thirty (30) days from the Warranty Start Date, One World Touch will provide expedited replacement of hardware that fails to operate within twenty-four (24) hours of initial installation. For purposes of this DOA policy, “fail to operate” shall mean a material failure to perform in accordance with the hardware’s technical specifications and does not include cosmetic or other deficiencies that do not materially affect hardware performance. A new unit will be shipped from One World Touch’s manufacturing facilities within five (5) business days of One World Touch’s receipt and validation of customer’s notification of an inoperative unit. Notification must be sent by customer via procedures set forth below in the “Return Policy” section. Defective Hardware must be returned within thirty (30) days of failure, or the customer will pay the purchase price of replacement hardware.
Return Policy (U.S. Only)
In order to return a product to One World Touch, LLC you must contact us at one of the methods below to request an RMA (Return Material Authorization) number. Product Returns that do not have a valid RMA number will not be accepted.
Please be prepared to provide the following information, as One World Touch, LLC, requires this as a minimum for any return:
- Customer Name
- Invoice Number or Sales Order Number
- Part Number of Product(s)
- Serial Number of Product(s)
- Reason for Return
Defective product(s) must be packaged in original or equivalent packaging to prevent damage during the shipping process. The RMA number provided to you by One World Touch, LLC must be clearly visible on the outside of the box.
In general, customers are responsible for all shipping charges to One World Touch, LLC on returned items. If the problem is deemed to be covered under our limited warranty policy below, One World Touch, LLC will pay the shipping charges back to the customer location on exchanged/repaired product.
Returns should be shipped to:
One World Touch, LLC
Attn: RMA Dept.
3003 Howard Lane, Bldg. B
Austin, TX 78728
Upon return to One World Touch, LLC, your returned product will be evaluated within 5-7 business days to determine the defect and potential cause of the problem. A member of the One World Touch, LLC staff will then contact you to discuss the return and determine how to proceed.
If you have non-defective hardware which you would like to return for credit you must first follow the Return Policy above to get an RMA authorization. One World Touch, LLC will accept non-defective hardware returns for credit within 30 days of the original shipment date provided that all original packaging, manuals and accessories are included. The hardware and packaging must be in a like-new, resale condition or a restocking fee up to 15% plus parts will apply. From 31-60 days, non-defective hardware may be returned for credit at the discretion of One World Touch, LLC. A minimum 15% restocking fee will apply in addition to the cost of any packaging, manuals, accessories and parts that are missing or damaged. Outside of 60 days from the original shipment, One World Touch, LLC will not accept any returns for credit.