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| Warranty Policy |
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- For displays no longer under warranty, please read the Repair Policy.
- All orders (purchase orders and e-commerce orders) are non-cancellable and non-returnable (NCNR), (parts under warranty or sent for repair are returnable for repair but not for refund or credit).
- Any defects, cosmetic or visual, must be reported to technical support within 15 days of receipt of goods.
- Please open your package to make sure all items are accounted for. Orders not checked after 15 business days (from receipt of goods) for missing items will not be replaced.
- Matrix Orbital serial LCD's and VFD's are tested in our factory. As with most electronic devices our displays have sensitive electronic devices and must be handled with the utmost care. This is particularly true with Electrostatic Discharge (ESD).
- All merchandise that is being returned for warranty or repair must be accompanied by a RMA (Return Material Authorization) Form. You will be required to get a RMA number from technical support.
- Your original invoice must also be sent with the RMA whether bought from a distributor or Matrix Orbital. The directions on the RMA form must be completed and all instructions followed or shipment may be refused.
- Please contact support@matrixorbital.ca or call 403-229-2737 to make this as fast and easy as possible.
- Parts returned without an RMA number will be rejected.
- RMAs that have been issued the proper RMA number will not be accepted after thirty (30) days of issuance of the RMA number.
- Limited Warranty
- Matrix Orbital will replace or repair an LCD or VFD sold by our company or one of our authorized dealers. Matrix Orbital will determine warranty replacement after the LCD has been inspected and has gone through test procedures.
- We do not cross ship.
- Intelligent Display Series/GX Series Warranty:
- One (1) year warranty from date of manufacture. Customers can find the date of manufacture on the back of the PCB. It will have a clear sticker in one of two formats: ####-##M## or ##M##-####.
- Economy Display Series Warranty:
- Six (6) month warranty from the date of manufacture. Customers can find the date of manufacture on the back of the PCB. It will have a clear sticker in one of two formats: ####-##M## or ##M##-####.
- Parallel Display Series Warranty:
- Six (6) month warranty from the date of manufacture. Customers can find the date of manufacture on the back of the PCB. It will have a clear sticker in one of two formats: ####-##M## or ##M##-####.
- Warranty will be void under the following instances:
- Unwarranted mechanical stress applied to the LCD.
- Broken, Fractured, or Scratched LCD face.
- LCD polarizer damaged or modified in any way.
- PCB eyelets and/or conductors damaged.
- PCB altered by drilling, grinding, engraving (name, initials, symbols), or an application of a coating of any kind unless Matrix Orbital gives its expressive permission.
- PCB is modified in any way, including addition or removal of components and any extra soldering.
- Soldering or modifying to the bezel.
- Incorrect voltage application
- Damage resulting from the disassembly of any LCD components
- Warranty or repair returns must be sent back in an antistatic bag and must have sufficient packaging to protect the display. Any and all cables must be sent back with the LCD.
- Matrix Orbital cannot be held responsible for any damages that are incurred during the shipping of returns.
- Our shipping account numbers MAY NOT be used without explicit instruction and permission and ONLY in very rare cases. Failure to follow our instructions when using our shipping account numbers will result in the shipping charges being charged back to the customer.
- Unfortunately, we are unable to send our products or receive products back via the regular postal service.
- Our products are not traceable when sent via the postal services. That means if the product gets lost, the customers would have paid for a product that they will never receive and there would be nothing Matrix Orbital could do to find it.
- We also cannot accept ground shipments or send ground shipments (does not apply to Canadian customers), because of custom and brokerages fees. We can only accept and send parts via air options because the customs and brokerage fees are included in the cost and there is no way to anticipate what these fees will be with a ground service.
- LIABILITY OF MATRIX ORBITAL
- Matrix Orbital is limited to the replacement or repair of any defective items not including those listed under the void conditions. Matrix Orbital will not be held responsible for any successive or ensuing events in relation to which the product is used.
- Matrix Orbital LCD's are not made for use in life support products, appliances, systems, or devices, which, if a malfunction occurs could cause or result in personal injury or death. Matrix Orbital Corporation customers who decide to sell or use these LCD's for use in such instances do so at risk to themselves or their company and agree to indemnify Matrix Orbital Corporation for any damages resulting from such a function.
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