Warranty Period

● Standard Products

Two (2) years from the date of the shipment (the Invoice Date).

● ODM / OEM products

Two (2) years from the date of shipment (the Invoice Date), or according to the agreement of both parties.

● Outsourcing & Peripherals devices (Not made by C&T)

Per original manufacturers’ warranty policy.

● Extended Warranty

In addition to the standard two-year warranty provided, C&T also offers a paid extended warranty service. If the customers are interested in extending their warranty, they can reach our sales team for more details.

● The repair handling of EOL products within the warranty period.

We will provide maintenance services until the warranty expires. However, if components of the EOL products are not available within the warranty period, C&T will replace the it with an upgraded version. The remaining warranty period of the original product will still be applicable until it expires.

● OOW (Out-of-Warranty) product investigation service

If customers wish to conduct a failure analysis for C&T products that are out of warranty, they may apply for a basic analysis of the failure by paying a diagnostic investigation fee (USD 50 per unit), as well as round-trip shipping and insurance costs.

Warranty Policy

Under the conditions of the limitations and disclaimers listed below, C&T guarantees that our products will be free from defects in materials and manufacturing defects during the product warranty period starting from the date of shipment (the product warranty period is defined as described above).

● 2.1　Incoming Inspection

The customer is responsible for conducting necessary inspections andconfirmation upon receiving goods to ensure that the products have not beendamaged in any way during transportation. If any abnormality is detected when receiving the goods, the customer isresponsible for promptly reporting it to C&T.  This will help both the customer and C&T tohave a clearly understand the situation and immediately request theirrespective carriers to investigate the matter.

● 2.2　DOA (Defective on Arrival) processing

2.2.1　If a product fails within the thirty (30) days from shipment date (theInvoice Date), and it is proven that the product failure was due to material orworkmanship defects, C&T agrees that the customer can apply for a DOAprocessing to confirm and investigate the product failure 

2.2.2　When customers want to apply for DOA processing, please download the DOA/RMA application form from the link below. When filling out the request form, please provide complete contact information and a detailed description of the product failure, then send the request form to your C&T sales specialist to obtain the DOA case number.

2.2.3　When a customer applies for a DOA (Defective on Arrival) processing for the C&T product, C&T cover the round-trip shipping costs and insurance fee for the particular case.

2.2.4　For devices that have submitted a DOA application form, C&T will complete the repair within seven (7) working days after receiving the DOA device, and then arrange the appropriate shipping carrier and shipping method to return the machine to the customer. If the product requiring repair includes a third-party component, the time required to return the device to the customer will depend on the supplier's parts replacement schedule. All devices processed under DOA will retain the original warranty and service.)

● 2.3　 RMA (Return MaterialsAuthorization) process

2.3.1　If a product fails more than thirty (30) days after the shipment date (the Invoice Date), and the applicable warranty period for the product is still valid, and it is proven that the product failure was caused by material or process defects, C&T agrees that the customer can apply for the RMA process for the product, to repair or replace any components that proves to be defective.

2.3.2　When customers would like to apply for RMA processing, please download the DOA/RMA application form from the link below. When filling out the request form, please provide complete contact information and a detailed description of the product failure, then send the request form to your C&T sales specialist to obtain the RMA case number.

2.3.3　When a customer applies for an RMA (Return Materials Authorization) process for any C&T product within the warranty period, the customer and C&T shall each bear the one-way shipping and insurance costs.

2.3.4　For products within warranty period and have submitted an RMA application form, C&T will complete the repairs within fourteen (14) working days after receiving the RMA product, and will then arrange a suitable carrier and shipping method to return the device to the customer. If the product requiring repair includes repair of third-party components, the repair timeline will be thirty (30) working days or based on the supplier's delivery schedule. All items processed by RMA will retain the original warranty period and service.

● 2.4

When sending DOA/RMA items to C&T, please ensure that the shippinginvoice contains the following clause: "Items have no commercial value andare being returned for repair."

● 2.5

All DOA/RMA items returned to C&T should be shipped in their original packaging. If not, please ensure that it is properly packaged in sturdy, ESD-protected packaging, with the DOA/RMA number clearly written on the outside. All item returns need to include a valid copy of DOA/RMA application form.

● 2.6

When customers apply for the DOA/RMA process, the customer needs to fill out the DOA/RMA application form, and clearly describe the device failure phenomenon and reproduction steps (photos and videos can be attached) to expedite issue replication and resolution. If the customer is not able to provide steps to reproduce the failure, and C&T is unable to replicate the issue as described, C&T will conduct standard tests on the device. If the returned machine passes the standard testing procedure with no issues found, C&T will declare the case as NPF (No Problem Found) and then close the case. In the case of NPF, the customer will be charged a $50 investigation fee per device and will be responsible for the round-trip shipping and insurance costs.

● 2.7

If the product failure is confirmed to be caused by human negligence or improper use, the case will be considered the CID (Customer Induced Damage) customer liability situation, and it will not be covered under the general warranty. In this case, the customer will be responsible for the inspection fee (which is US$50 per device), component replacement fee, as well as all round-trip shipping and insurance fees.

● 2.8　  OOW (Out-of-Warranty) product investigation service

2.8.1　When the customer applies for fault detection services for a C&T product that is out of warranty, the customer will be responsible for all round-trip shipping and insurance fees.

2.8.2　For products that are out of warranty, regardless of whether they are repaired or not, a $50 inspection fee will be charged per device.

2.8.3　In addition to the inspection fee, if the customer requires repair a device that is out of the warranty, additional repair fees will be apply. (However, C&T does not guarantee that it will be available t to repair out-of-warranty products.) If repair components are available, the C&T sales team will provide customers with repair cost estimates allowing customers to proceed with the repair at their own expense.

2.8.4　All repaired items are covered by a (3) month warranty starting from the date of shipment by C&T.

2.8.5　Due to the availability of parts and the condition of the defective item, C&T may not be able to repair the out-of-warranty RMA products. If the customer does not wish to proceed with the repair, or if the product is deemed irreparable, C&T can assist with the disposal of the item or return it to the customer, with the costs to be borne by the customer.

Exclusions　

Under certain circumstances, such as but not limited to misuse,negligence, abuse, accidents, improper installation, or unauthorized repairs,product failure will void the warranty. In such situations, onlyout-of-warranty repair services will be considered, and the customer will beresponsible for repair fees and shipping costs. 

■　 Expiration of warranty period.

■　 Damage or loss occurring during the shipping process.

■　 For Products with a Touch Screen, the warranty does not cover issues caused by excessive tapping on certain points or areas of the touchscreen, leading to unresponsiveness or malfunction.

■　 Outsourcing and Peripheral.

■　 CID（Customers Induced Damage） conditions

-　Unauthorized replacement of components on the circuit board or modifications to the circuit without prior consent from C&T.

-　Unnecessary disassembly of the interior of the machine without the prior consent of C&T.

-　Damage caused by external factors such as water intrusion, overcurrent, static electricity, accidents, shock, and impacts exceeds the C&T product's original design specifications.

-　Damage caused by improper human operation, misuse, or human negligence.

-　Damage caused by any third-party products, including parts that customers require us to integrate into C&T products.

-　C&T warranty or serial number labels have been altered or removed.

■　 C&T’s liability is limited to the purchase price of the product sold. C&T shall not be liable for any other loss or damage arising from the contract, supply of goods, or their use, including indirect or consequential losses, financial losses, loss of profits, or loss of use.