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1. Warranty Period

AES Global provides a 24-month manufacturer's warranty from the date of manufacture on eligible AES products, subject to the terms and exclusions set out below.

The date of manufacture may be identified from the product serial number, QC/PASSED label or other manufacturing records held by AES.

This manufacturer's warranty is provided in addition to any statutory rights that may apply. Nothing in this warranty excludes, restricts or affects any statutory rights or legal obligations that cannot lawfully be excluded or restricted.

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2. What the Warranty Covers

The warranty covers manufacturing defects in materials or workmanship arising during the applicable warranty period, provided that the product has been correctly installed, operated and maintained in accordance with AES instructions.

Where AES confirms that a product has a manufacturing defect covered by this warranty, AES may, at its discretion:

• Repair the product.

• Replace the defective product or component.

• Provide another appropriate warranty remedy.

Replacement products or components may be new or refurbished to an equivalent functional standard.

Repair or replacement does not restart the original warranty period. The remaining warranty period of the original product will continue to apply unless otherwise confirmed by AES.

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3. What the Warranty Does Not Cover

The manufacturer's warranty does not normally cover faults, damage or deterioration resulting from:

• Normal wear and tear.

• Cosmetic damage that does not affect the operation of the product.

• Incorrect, incomplete or unsuitable installation.

• Misuse, abuse, neglect, vandalism or accidental damage.

• Incorrect wiring, voltage or power supply.

• Connection to unsuitable external equipment.

• Use of unsuitable or unapproved accessories, chargers, power supplies or other equipment.

• Unauthorised modification, repair, disassembly or alteration of the product.

• Alteration, removal or illegibility of serial numbers or other product identification.

• Failure to follow AES installation, operating or maintenance instructions.

• Damage caused by external sources or environmental conditions outside the product specification, including lightning, electrical surge, flooding, water ingress, fire, insects, corrosion or other external events.

• Faults caused by third-party hardware, software, networks, SIM providers, telecommunications providers or other services outside AES's control.

• Changes to or withdrawal of third-party telecommunications or network services.

• An issue that can reasonably be resolved by applying an available AES software or firmware update.

Where inspection determines that a fault is not covered by the manufacturer's warranty, AES may offer a chargeable repair or refurbishment where appropriate.

Any applicable charges will normally be advised before chargeable work is undertaken.

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4. Software, Firmware and Network Services

Some AES products may require software or firmware updates to maintain compatibility, security or optimum performance.

Where an issue can reasonably be resolved by applying an available AES software or firmware update, this will not normally be considered a manufacturing defect.

Customers and installers should ensure that applicable updates and installation instructions are followed.

Some AES products rely on third-party telecommunications, mobile, internet or network services.

AES cannot guarantee the continued availability or compatibility of services operated by third parties. Changes to, withdrawal of, or restrictions placed on third-party networks or technologies are outside AES's control.

This may include changes to mobile network technologies, frequencies, coverage, SIM/network services or other telecommunications infrastructure.

Where reasonably possible, AES may provide guidance, updates or alternative solutions for affected AES products, but changes to third-party services do not in themselves constitute a manufacturing defect in an AES product.

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5. Professional Installation and System Responsibility

Where an AES product is intended for professional installation, it should be installed by a suitably competent person in accordance with AES instructions and any applicable local requirements.

Where an AES product forms part of a wider access-control, gate, door, network, telecommunications or security system incorporating third-party equipment, the installer is responsible for ensuring that the completed installation is suitable for its intended application and that the individual components are correctly installed and configured to operate together.

The AES manufacturer's warranty applies to the eligible AES product and does not constitute a warranty for the design, installation or operation of the complete system in which the product is installed.

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6. Making a Warranty Claim

Before returning a product to AES, please contact the AES Technical Support Team.

Technical Support will carry out initial troubleshooting and will attempt to resolve the issue without the product being returned where possible.

If Technical Support determines that the product may require further investigation, a Technical Support Number (TSN) will be issued.

A TSN is not an RMA number and does not authorise a product to be returned.

An RMA (Return Merchandise Authorisation) must then be created through the AES Returns Portal before the product is sent to AES.

The information provided when creating the RMA should accurately identify the product, serial number and reported issue.

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7. Inspection and Testing

All products returned to AES are treated as potentially faulty until they have been inspected and tested.

The issuing of a TSN or RMA does not confirm that the product has a manufacturing defect or that the claim is covered under warranty.

AES will inspect and test the returned product and determine whether the reported issue is covered by the manufacturer's warranty.

If no fault is found, or the issue is determined to have resulted from a cause not covered by this warranty, AES will advise the appropriate customer or AES account holder of the findings and available options.

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8. Returning Products to AES

All products returned to AES must follow the current AES Returns/RMA process and must have a valid RMA number.

The RMA number should be clearly included with the return and, where requested, displayed on the outer packaging.

Products should be suitably packaged to prevent damage during transport. Where appropriate, electronic components should be returned using suitable anti-static packaging.

The products and components physically returned to AES should match the information provided on the RMA.

Products received without a valid RMA, with incomplete information or with components missing may be delayed and may be subject to the applicable AES Returns Terms & Conditions.

For full return instructions, please refer to the current AES Returns Terms & Conditions and Step-by-Step RMA Guide.

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9. Removal, Installation, Site and Transport Costs

Unless otherwise required by applicable law or specifically agreed by AES, this manufacturer's warranty does not cover costs associated with:

• Removing a product from an installation.

• Reinstalling a repaired or replacement product.

• Installer labour or call-out charges.

• Site attendance or fault-finding costs.

• Loss of time associated with removal, testing, repair or replacement.

• Other consequential installation costs.

Shipping and return arrangements are handled in accordance with the applicable AES Returns Terms & Conditions.

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10. SIM Cards, Memory Cards and Customer Data

Customers should remove SIM cards, memory cards and any other removable storage or personal property before returning a product to AES unless specifically requested otherwise.

Customers are responsible for backing up and protecting any data stored on or associated with a returned product.

AES cannot guarantee that data, settings or configuration information will be retained during inspection, repair, software updates or replacement.

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11. Third-Party Products and Services

Unless expressly stated otherwise, the AES manufacturer's warranty applies only to eligible AES products.

Third-party hardware, software, telecommunications services, SIM/network services, internet connections and other external products or services may be subject to separate terms and warranties provided by their respective suppliers.

AES's manufacturer's warranty does not cover faults or service interruptions caused solely by third-party products, networks or services outside AES's control.

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12. Business Customers, Distributors and End Users

AES supplies many products through authorised distributors, resellers and installers.

Where a product was purchased from a distributor, reseller, installer or other third party, any statutory rights arising from that purchase should normally be exercised with the business from which the product was purchased.

AES's manufacturer's warranty is separate from those statutory rights.

For products being returned directly to AES, please refer to the current AES Returns Terms & Conditions and follow the AES Returns/RMA process.

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13. Statutory Rights

This manufacturer's warranty provides additional warranty protection and does not replace statutory rights.

Nothing in this warranty excludes, restricts or affects any statutory rights or legal obligations that cannot lawfully be excluded or restricted in the country in which those rights apply.

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14. Contacting AES

For technical assistance or to begin a warranty claim, please contact the AES Technical Support Team.

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AES Global Ltd
Unit 4C, Kilcronagh Business Park
Sandholes Road
Cookstown
BT80 9HJ
United Kingdom

Technical Support: +44 (0) 28 8639 0693
Email: technical@aesglobalonline.com
Website: www.aesglobalonline.com

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Please refer to the AES website for current opening hours, Returns Portal access and the latest AES Returns Terms & Conditions.