- All products carry a warranty as offered by the Manufacturer. Accessories and consumables are not covered under warranty. Free-of-charge (FOC) items and products under liquidation or clearance offers carry a limited 6 months warranty.
- In case of out-of-box failures brought to Eros notice within 7 days from date of purchase, product will be replaced with same model upon certification of the defect pursuant to the warranty terms. In case of non-availability of product, an equivalent product within the same price range or a refund shall be provided. Replacement will be entertained subject to return with accessories and catalogues.
- On all manufacturing defects brought to Eros notice beyond 7 days from the date of purchase to a period of one year, customers will be supported with standard manufacturing warranty that is applicable on all products (excluding accessories and consumables like batteries, charger / adaptor, memory card, cables, removable items, cleaning agents, protection materials, software, etc.). It is mandatory to produce an original cash memo and warranty card to claim warranty support.
- Products that do not fall within the category of manufacturing defects cannot be returned or refunded for any reason whatsoever, pursuant to the warranty terms of the Manufacturer / Eros.
- Customer’s immediate remedy for products with manufacturing defects shall be repair, without any prejudice to the terms of Clause 4. In the event the product with manufacturing defect is unfeasible to repair or replace, a refund of cash value shall be provided within 30 days from the date of submission of complaint. Such replacement or refund is subject to the written report provided by Eros or an authorized Manufacturer’s service center only. In case of replacement, the warranty will continue from the date of purchase of the original product and not from the date of replacement.
- In the event of a refund subject to Clauses 2 and 5, the refunded value will be equal to paid cash value. The refund will be in form of mode of payment made by the Customer during the purchase and will be processed over in 7 working days from the date of refund acceptance. The costs of delivery and installation done (if applicable) shall not be refunded.
- In the event of refund of product paid through credit card, the amount will be reversed with issuance of instructions to Credit Card Bank, in accordance with the Bank’s policy. Any such refund shall be a transaction solely between Customer and Bank; Eros shall have no role whatsoever. A refund for product(s) purchased through any kind of gift cards, points etc. will be returned through Eros Gift Voucher or credit note only.
- In the event of a defective product, after the expiry of the warranty period of the said product, repair or replacement shall depend on availability and spare part policy of the Manufacturer.
- The remedy of repair / replacement / refund shall not apply in respect of any appliance which has been tampered with, or which has undergone repair, adjustment, or servicing by persons other than those authorized by Manufacturer to do so or for change of mind.
- Eros’s liability in case of defective product shall in no event exceed the purchase price of the defective product.
- In case of open unit return request raised within 7-days from date of purchase or delivery, a re-stocking fee of a minimum of 15+% of the product value will be applied and deducted from the refund amount. The product must be unused, without any damage or defect, and with complete accessories and packaging. Such return/s is subject to inspection and approval (e.g., by the authorized service partner of the product); the re-stocking fee will be decided after the inspection. Refunds will be made in the form of credit note/s. The items in the following categories cannot be returned/refunded - consumables, personal care or hygiene products, memory card, cleaning agents, protection materials, software, recharge vouchers, cartridges, toners etc.
- Customer has to call the issuing bank before the billing date in order to avail 0% installment scheme. The scheme cannot be availed for advance payments.
- All the products worth AED 250/- and above, excluding the consumables are covered under insurance schemes. Details of such insurance can be referred to on Eros official website.
- In case of a dispute pertaining to sales / product information, only information mentioned on feature cards, catalogue and other print material will be considered final. Verbal communications, briefing, demonization, etc. unless taken in writing at the time of purchase, will not be treated as valid claim.
- All the civil disputes shall be addressed under the jurisdiction of UAE laws.
- Successful completion of the transaction would be treated as acceptance of the above terms and hence shall be applicable.
EXTENDED WARRANTY
The Extended Warranty Plan applies to the parts and labor in respect of the product stated on the dealer invoice for electrical and mechanical defects only. The Extended Warranty Plan extends the warranty for the period stated on the Invoice (the “Term”) commencing on the date of expiration of the manufacturer’s initial warranty.
COVERED:
- Coverage begins after manufacturer warranty ends.
- Mechanical and electrical defects covered
- Free repairs including spare parts and labor
- Maximum repair turnaround time is 21 days
- Free replacement of item, not repaired within 21 days
- Coverage in GCC region
- If the repairing cost of the device including the spare parts and labor are more than or equal than the purchase price of the device stated in the purchase invoice, the company is entitled to consider this device as total loss and compensate the customer with the value of the device after deducting the depreciation rate according to the rates as follows:
- First Year – 10%
- Second Year (EW Year 1) – 25%
- Third Year (EW Year 2) – 35%
EXCLUSIONS:
- Physical or liquid damage, misuse and abuse are not covered
- Consumable items such as batteries (built-in or external), ink cartridges, belts are not covered
- Accessories, virus repair and software issues are not covered
- Damages caused by breaking the device intentionally or unintentionally
- Damages caused by fire, natural disaster or loss or theft of the device
- Instruments repaired at an unapproved service center
- Instruments of which the serial numbers were changed or removed in whole or in part
- We reserve the right to obtain an independent assessment and valuation report in the event of any claim.
ACCIDENTAL DAMAGE
COVERED:
- One year begins instantly upon purchase
- Repairing or replacing of the device would be once per part under accidental damage
- Repairing job to be done at authorized service center by qualified technicians
- Territorial Limit of Accidental Damage is only in UAE
- The customer shall be charged 25% of the repair value
- If repairing cost of the device is equal or more than the purchase invoice, then AAA is entitled to consider it as total loss and either provide an equivalent product or compensate the customer with the value of the device after deducting the depreciation rate which is 25%.
- In case of total loss, the damaged product should be returned and the policy shall be cancelled.
- UAE coverage only
- We reserve the right to obtain an independent assessment and valuation report in the event of any claim.
EXCLUSIONS:
- Normal wear and tear of items, cosmetic defects and dent repair not integral to the functioning of the products
- Repair necessitated by intentional physical damage, negligence, misplacement, burglary, theft, corrosion, animal and insect infestation, misuse, abuse and acts of nature including but not limited to earthquake, storm or typhoon, sand, water, flood, fire and lightning.
- Damage caused by repair of non-authorized personnel
- Damage resulting from power outage, power surges or dips, fluctuating voltage or improper voltage or current
- Damage to batteries internal or external to the product
- Failure to follow the manufacturer’s instructions
- Any recovery of transfer of data stored on the product. You are solely responsible for all data store on the product. We do not provide you any data recovery services under this agreement. If hard drive replacement is necessary, we will reload at no charge to you the current version of major application and operating system software.
- Devices of which the serial numbers were changed or removed