Lumenera Warranty Policy
1.1 Warranty: Unless existing agreements are in place that specify alternate Warranty periods, Lumenera Corporation (‘Lumenera’) warrants to the original purchaser that the cameras shall be free from material and manufacturing defects (‘Warranty’) for a period of either two or four years from the original date of purchase (‘Warranty Period’). In the case of purchases and shipments that are associated to pricing quotations and design wins prior to April 1, 2015, a two (2) year Warranty Period shall apply. Otherwise a four (4) year Warranty Period shall apply. In the case of INFINITY cameras where an INFINITY Advantage Pack has been purchased and the Warranty activated, the Warranty Period is five years from the original date of purchase. The Warranty does not cover packaging, cables or accessories used in conjunction with this product.
1.2 Warranty Conditions: The Warranty covers manufacturing and material defects for Lumenera camera products. The Warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, abuse, accident, neglect, exposure to excess moisture, fire, misuse, lightning, power surges, or other acts of nature. The Warranty also does not cover any damage as a result of misuse, improper installation, faulty or inadequate maintenance, improper packing and shipping (such claims must be presented to the carrier).
If the original camera module is built with an enclosure, removal of the enclosure for any purpose will void the warranty. If the camera is disassembled, reworked or repaired by anyone other than repair persons appointed by Lumenera, Lumenera takes no responsibility for the subsequent performance or quality of the camera. The Warranty does not apply if the serial number has been removed or damaged.
If Lumenera determines that the unit is covered under the Warranty, Lumenera shall either repair or replace the non-conforming product or part at its expense. Repaired or replaced units will be covered under the Warranty for the remainder of the original Warranty Period. If neither repair nor replacement is, in Lumenera’s opinion commercially feasible, then Lumenera may refund the purchase price paid for the units in question.
In no event shall Lumenera be liable to any party for direct, indirect, incidental, consequential, special or accidental damages, including without limitation damages for business interruption, loss of profits, revenue, data or bodily injury or death.
1.3 Warranty Conditions - Filter Glass Removal: Lumenera cameras ship with filter coated or plain glass to provide protection against physical damage to the sensor and electronics, as well as protection against dust and water ingress. Removal of the filter glass is not permitted and will void the product Warranty.
Lumenera offers the cameras without filter glass as an option for users who wish to operate the camera without filter glass. For these cameras, the same warranty is in effect as for cameras with filter glass, except in the case where there is any physical damage to the sensor or the electronics under any conditions - including dust or liquid ingress.
1.4 Warranty Conditions -Board-Level Cameras: Lumenera offers board level cameras for OEM integration. For these cameras, the same Warranty is in effect as for cameras with enclosure, except in the following cases:
- There is any physical damage to the sensor or the electronics under any conditions - including dust or liquid ingress.
- There is any damage due to electrostatic discharge.
1.5 Standard Warranty Return Process: All units returned to Lumenera for repair or replacement shall be returned according to Lumenera’s returned material authorization process and with all freight charges prepaid by customer. Units must be properly packaged and, whenever possible, in the original packaging. Lumenera will not be responsible for any damage sustained in shipping the unit to Lumenera. Once the unit is repaired or replaced, Lumenera will return the repaired or replaced unit at Lumenera’s expense. Lumenera is not responsible for installation, setup, or disassembly at the customer’s location.
1.6 Advanced Replacement Program (Loaner Camera): If an INFINITY Advantage Pack has been purchased, the extended Warranty activated, and the camera failure is covered under the terms of the Lumenera Warranty Policy, the customer has the option to obtain a loaner camera as a temporary replacement until the defective camera is repaired and returned to the customer. In the event that the camera model covered under the Warranty is no longer available, Lumenera will offer an equivalent or better camera model as a loaner. Loaner units can be new or refurbished products.
Only one advanced Warranty replacement is permitted per camera. If the camera reported to be defective is found to be in good working condition upon inspection, then the customer will be charged a minimum repair fee of US$250.
To proceed with a Warranty claim, follow the instructions outlined below:
1.6.1: Follow the standard RMA Process as outlined in the RMA Process section for the defective camera and request a loaner camera.
1.6.2: The advanced replacement camera must be secured (funds hold) via credit card before it will be shipped.
1.6.3: Customer is responsible for the costs associated to shipping the loaner camera to the customer’s location. Shipping fees are calculated based on location where the camera will be shipped.
1.6.4: The defective camera must be shipped to Lumenera with the assigned RMA number at customer expense within 15 days of receiving the loaner camera.
1.6.5: The defective camera will be repaired or replaced at Lumenera’s discretion and then returned to customer at Lumenera’s expense.
1.6.6: The loaner camera must be returned to Lumenera with the assigned RMA at the customer’s expense within 15 days of receiving the repaired camera. Cameras returned later than 15 days will be subject to a US$250 late penalty. The customer will be charged the full list price for the loaner camera if it is not received by Lumenera within 30 days of the customer receiving the repaired camera.
1.6.7: Once the loaner camera is received by Lumenera and confirmed to be in good working condition with no physical damage, a refund to the same credit card will be issued.THE WARRANTIES AND REMEDIES SET FORTH HEREIN ARE EXCLUSIVE AND ARE IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESSED, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Repair Policy for Expired and Voided-Warranty Cameras
When commercially feasible, in Lumenera's opinion, Lumenera will provide repair support for products that are out of the standard Warranty Period. All units returned to Lumenera for repair shall be returned according to Lumenera's returned material authorization process (RMA) and with all freight charges pre-paid.
Units must be properly packaged and whenever possible, in the original package. Lumenera will not be responsible for any damages sustained in shipping the unit to Lumenera.
Once the unit is repaired, Lumenera will return the repaired unit at the Customer's expense. Any such repair will be subject to Lumenera's then current material and labor charges. The repaired part will be covered under a ninety (90) day Warranty Period beginning on the date of shipment from Lumenera.
If a repair is in Lumenera's opinion, not commercially feasible, then Lumenera will notify the Customer as such and no repair will be conducted.
To better service our customers and keep costs relative to purchase price, Lumenera will begin determining repair charges based upon the camera model, parts, and labor related to the repair and sensitivity of the work required.
Out-of-Warranty and Voided Warranty Cameras Returned for Repair Will be Processed as Follows:
- Upon receipt the damaged camera will be triaged to identify the source of the problem
- Lumenera will provide customers with a repair estimate prior to the work being completed
- Work will commence once customer approval and payment have been received
- Payment can be made through credit card and/or issue of a purchase order
- Lumenera reserves the right to not repair a unit due to factors beyond our control such as end of life parts etc.
Please note that there will now be a minimum charge of US$250 for any out-of-warranty camera repair.