LIMITED WARRANTY

Aiphone warrants its products to be free from defects of materials and workmanship under normal use and service for a period of two years after delivery to the ultimate user and will repair free of charge or replace at no charge, should it become defective upon which examination shall disclose to be defective and under warranty. Aiphone reserves unto itself the sole right to make the final decision whether there is a defect in materials and/or workmanship; and whether the product is within the warranty. This warranty shall not apply to any Aiphone product which has been subject to misuse, neglect, accident, power surge, or to use in violation of instructions furnished, nor extended to units which have been repaired or altered outside of the factory. This warranty does not cover batteries or damage caused by batteries used in connection with the unit. This warranty covers bench repairs only, and any repairs must be made at the shop or place designated in writing by Aiphone. This warranty is limited to the standard specifications listed in the operation manual. This warranty does not cover any function that is added by users or suppliers when used in connection with third-party products. Please note that any damage or other issues caused by a failure to use the unit in connection with Aiphone products are also not covered by this warranty. Aiphone will not be responsible for any costs incurred involving on-site service calls. Aiphone will not provide compensation for any loss or damage incurred by the breakdown or malfunction of its product during use, or for any consequent inconvenience or losses that may result. Download our Aiphone Warranty Statement.

Aiphone Wire Warranty

Aiphone’s limited warranty is extended by one year when product is installed using Aiphone wire. This is applicable to systems where Aiphone wire is available and does not include network-based products that use Cat-5e or Cat-6 wire.

Repairs Under Warranty

At our discretion, Aiphone will repair or replace at no charge Aiphone product that, upon examination by an Aiphone Repair Technician, is proven to be defective and under warranty. Aiphone reserves the right to make the final decision as to whether there is a defect in materials and/or workmanship, and whether the product is within the warranty.
 

This warranty shall not apply to any failure caused by improper installation or use in violation of the instructions, abuse, negligence, electrical surge including damage from lightning, water or any other physical damage, or damage caused from batteries.
 

This warranty covers bench repairs by the Aiphone Repair Department only and does not extend to units that have been repaired or altered outside of the factory. Aiphone is not responsible for any costs incurred involving on-site service calls. Please note that Aiphone does not provide on-site service. If needed, please contact your local Sales Representative for help locating a service company near you: Regional Sales Map
 

REPAIRS

1. Before sending a product in for repair, contact Technical Support for troubleshooting assistance, Monday – Friday, 6:00 AM to 3:30 Pacific time. Most issues are installation- or programming-related and can be resolved over the phone.
2. If Technical Support has determined that your unit requires service, you will be issued a Support Ticket number and you will be asked to complete our Repair Order Request Form.
3. If you are unable to complete the form linked above for any reason, please email cs@aiphone.com for assistance.
4. After completing the form linked above, you will receive your Repair Order (RO) number within 2 business days.
5. Important: Out-of-warranty repair evaluation and service will require payment information up front before an RO number is issued. Evaluation fees will be applied if tested no problem found, or parts & labor will be charged if repair service is performed. Return freight will be added to the service charges.
    
   A Purchase Order is accepted from direct accounts. Credit card information will be collected via secure phone service for non-direct customers.
6. Reference Aiphone’s RO number on the outside of the box, and include a copy of the RO form and the invoice or proof of installation date to verify warranty. Securely package and ship product to Aiphone freight prepaid.
7. For expedited service, a customer may send their unit(s) in via air freight and Aiphone will repair and return ship within 3 business days (excluding delays due to payment verification). Aiphone will repair or replace your product per our warranty guidelines. Units that are out of warranty or damaged due to warranty exclusions will be assessed repair charges. Return ground freight will be prepaid if the unit is under warranty. Otherwise, return freight will be billed to the customer. If return air freight is required whether in or out of warranty, freight will be charged to the customer.

RETURNS

Current Aiphone products may be returned for credit with prior approval. To qualify for credit, equipment must be in brand new, uninstalled and unused condition, in original undamaged cartons, with all accessories included and unopened. All returned product will be carefully inspected, and when they do not meet our criteria to accept for credit, they will be returned to the customer at their expense. It must also be returned within one month of receiving the Return Authorization (RA) number. The original Purchase Order number is required when requesting a return, and must be within 90 days from date of purchase. Once an RA number is issued, product must arrive at Aiphone within 30 days.

Accepted returns will be assessed the following restocking fees:
    0% — With equal or greater value replacement order, or as a quarterly stock adjustment
    10% — With no replacement order
    Unauthorized returns will not be accepted.

Return Exclusions – All sales are final for the following Aiphone products:

 – Discontinued items
 – Custom Ordered Products (COP) or products modified by Aiphone or by the customer
 – Aiphone Wire
 – TW and TWS Series tower products
 – Open package software (IX-SOFT, NI-SOFT, AC-Nio)
 – Spare Parts
 – Products purchased from B-Stock

Repacking/Freight Charges
Any returned product requiring re-boxing will be assessed a repacking fee. This fee ranges between $10 – $50 per unit depending on the item.

Requesting a Return
Please fill out this Return Authorization Form to receive an RA number. Please allow up to two business days for processing your request. Product must be shipped prepaid to Aiphone with the RA number visible on the shipping box. Final credit will be subject to examination of the returned product. Please allow up to 10 business days to receive your credit from the date product arrives at Aiphone. Credits are valid only after issuance of an Aiphone credit memo.