Avigilon limited warranty & product policies

Set out below are the particulars of the following (last updated May 11, 2020):

1. Avigilon Limited Warranty, which covers hardware products
2. Avigilon Product Return Policy
3. Avigilon Product Repair and Replacement Policy
4. Unity Video Software Upgrade and Support Policy

Supplement #1 to the Avigilon Limited Warranty (effective, March 1, 2022) for all Video Infrastructure products except NVR5 PRM 252 – 432TB is available here.

Supplement #2 to the Avigilon Limited Warranty for NVR5 PRM 252 – 432TB (effective, March 1, 2022) is available here.

The Warranty and Policies are presented together here for convenience only. Each constitutes a separate instrument and may be amended, modified, and interpreted by Avigilon independent of one another.

In the event the Warranty or any of these Policies has been translated and provided in a language other than the English language, the English language version shall prevail.

A. Avigilon Limited Warranty (Hardware Products Only)

Avigilon Camera, Presence Detector, NVR, AI-NVR, HD Video Appliance, HD-RMWS Hardware, Rialto Analytics Appliance, HD Analog Encoder, Unity Video ES HD Recorder, Unity Video ES 8p, Unity Video ES Rugged, Avigilon Blue Connect Device, And Unity Access Appliance

3- or 5‑Year Limited Warranty

Subject to the limitations set out below, Avigilon warrants to the original consumer purchaser that the purchased Avigilon product will, under normal use conditions, be free of defects in material and workmanship for a period of 3 or 5 years from the date of shipment of such product from Avigilon. Refer to Table #1 to the Avigilon Limited Warranty for hardware products.

Table 1: Hardware Products Warranty

¹ Warranty periods and service levels for certain NVR variants may be different from mainstream NVR products. Please refer to variant-specific warranty information for accuracy.
 

Note on Limited warranty extensions:

Notwithstanding the foregoing, the extended warranty does not apply to moving parts of pan-tilt-zoom cameras, and the extended warranty for Avigilon camera models containing any part with the following number format: xx-H5EX-xx or xx-H5EXPTZ-xx (collectively, the ​“Avigilon Explosion Protected Cameras”) and related accessories may only be purchased at the time of purchase of the applicable product.

The original consumer purchaser may purchase this extended warranty from an authorized reseller of Avigilon products at the time of purchase of the applicable product, or within 1 year (or 3 years in the case of NVR, AINVR, AIA, AVA, & Workstation hardware) of shipment of such product from Avigilon. Extended warranty pricing details can be obtained from an authorized reseller of Avigilon products.

Avigilon Lenses and Accessories

1 Year Limited Warranty

Subject to the limitations set out below, Avigilon warrants to the original consumer purchaser that lenses and accessories sold or resold by Avigilon will, under normal use conditions, be free of defects in material and workmanship for a period of 1 year, or as outlined in Table #2 below, from the date of purchase.

Table 2: Avigilon Lenses and Accessories with up to Five Years of Warranty

Unity Access and Access Control Hardware

Unity Access products, including third party access control hardware sold by Avigilon, are subject to the product manufacturer’s warranties and their associated terms and conditions. For further information, please see the appropriate product documentation or visit the specific product manufacturer’s web site for details. View a summary table of our third party access control product warranties. Avigilon does not separately provide a warranty, limited or otherwise, in respect of these products.

Body-worn Camera Hardware and Software

Body-Worn Camera products, including VT100, DockController, RFID RF-220, VideoManager, and Klick Fast hardware, software, and accessories, including associated extended warranties and software assurance, are subject to the product manufacturer’s warranties and their associated terms and conditions. For further information, please see the appropriate product documentation or visit the specific product manufacturer’s web site for more details here (https://​edesix​.com/​s​u​p​p​o​r​t​/​l​e​g​a​l​-​i​n​f​o​r​m​a​t​i​o​n​/​w​a​r​ranty). Avigilon does not separately provide a warranty, limited or otherwise, with respect to these products.

Warranty Limitations and Disclaimers

Avigilon’s liability hereunder is limited to replacement or repair of the product, at avigilon’s discretion. Avigilon may, at its discretion, use new, refurbished, or comparable parts or units to meet the conditions of this warranty.

External aesthetic modification, such as painting, of a finished device may negatively affect advanced replacement redemption or warranty status. Denial of advanced replacement or additional costs may be incurred if device failure is deemed due to post-sales modification.

Replacement or repair will be subject to Avigilon’s then current Product Repair and Replacement Policy.

This limited warranty is void if the product has been damaged by accident, unreasonable use, neglect, tampering or other causes not arising from defects in material or workmanship. This limited warranty extends to the original consumer purchaser of the product only and may not be transferred or assigned.

To the maximum extent permitted by law, avigilon disclaims all other warranties with respect to the product, whether express or implied, including without limitation, warranties of merchantability or fitness for a particular purpose. No oral or written information, advice or representation provided by avigilon, its distributors, dealers, agents or personnel shall create another warranty or modify this limited warranty.

This limited warranty states avigilon’s entire liability and your exclusive remedy against avigilon for any failure of the product to operate properly. In no event shall avigilon be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages whatsoever (including but not limited to, damages for loss of profits or confidential or other information, for business interruption, for personal injury, for loss of privacy, for failure to meet any duty including of good faith or of reasonable care, for negligence, and for any other pecuniary or other loss whatsover) arising from the use of or inability to use the product, even if advised of the possibility of such damages.

Because some jurisdictions do not allow the above limitations of liability, such limitation may not apply to you. This limited warranty gives you specific legal rights and you may also have other rights which vary from jurisdiction to jurisdiction.

Avigilon reserves the right to unilaterally change its warranty at any time, in its sole discretion without prior notice. If changes are made, they will be posted at avig​ilon​.com/​w​a​r​ranty. Your continued use of the warranted product will signify your acceptance of these changes. If you do not accept changes to the warranty, contact avigilon to terminate this warranty and any corresponding account(s).

B. Avigilon Product Return Policy

The Avigilon Product Return Policy applies to Avigilon products that the purchaser is seeking to return to Avigilon immediately following their purchase. Returns directly to Avigilon are only available to the person that purchased the product directly from Avigilon. Correspondingly, to the extent the original consumer purchaser did not purchase the product directly from Avigilon, they must coordinate any product return with the entity they purchased the product from.

Subject to the conditions below, Avigilon will only offer credit, and not a refund of the purchase price, in exchange for returned products. Activated software licenses, Avigilon Unity Access customized hardware items and Avigilon Explosion Protected Cameras and related accessories cannot be returned for refund or credit.

If products are unopened and undamaged (factory sealed), they may be (i) returned for full credit within 30 days of purchase; or (ii) returned for credit, subject to a 20% restocking fee, between 31 and 60 days of purchase (inclusive). If products are opened, but include all parts and packaging with no cosmetic or other damage, as determined at Avigilon’s sole discretion, they may be returned for credit within 60 days of purchase, subject to a 20% restocking fee. After 60 days from purchase, no product returns will be accepted.

To initiate a return of a purchased Avigilon product, the purchaser of the product (the Returning Party) must complete and submit the Return Request form available on the Avigilon website, at avig​ilon​.com/rma/. Once received and reviewed by Avigilon, Avigilon will issue a return merchandise authorization (“RMA”) number and shipping instructions to the Returning Party. The issuance of an RMA number and deliver of the product to Avigilon does not constitute confirmation that the return is valid. Items returned to Avigilon without an RMA number will be returned to the Returning Party at the Returning Party’s cost.

C. Avigilon Product Repair and Replacement Policy

The Avigilon Product Repair and Replacement Policy applies to Avigilon products that are subject to the Avigilon Limited Warranty, both during the applicable warranty period (within-warranty) and following the applicable warranty period (out-of-warranty).

Avigilon Technical Support should be contacted at avig​ilon​.com/​i​ssue/ for assistance with troubleshooting or technical support prior to the return of any possibly defective product. If the issue cannot be resolved, the product (whether within-warranty or out-of-warranty) may be returned to Avigilon for inspection and, as applicable, repair or replacement.

To initiate a return of a possibly defective Avigilon product for repair or replacement, the purchaser of the product (the ​“Returning Party”) must complete and submit the Return Request form available on the Avigilon website, at avig​ilon​.com/rma/. Once received and reviewed by Avigilon, Avigilon will issue a return merchandise authorization (“RMA”) number and shipping instructions to the Returning Party. The issuance of an RMA number and delivery of the product to Avigilon does not constitute confirmation that the product is defective. Items returned to Avigilon without an RMA number will be returned to the Returning Party at the Returning Party’s cost.

Upon receipt of the product, Avigilon will assess the condition of the product and, as applicable, make the following determinations, all at Avigilon’s discretion:

1. Determine whether the product is in fact defective or otherwise damaged. If Avigilon determines that the product is not defective or otherwise damaged, Avigilon will advise the Returning Party and make arrangements to return the product to the Returning Party at the Returning Party’s cost.
   
   
2. If the product is within-warranty, determine whether the defect or damage is covered by the warranty. If the defect is covered by the warranty, determine whether to repair or replace the product. The repaired or replacement product will then be returned to the Returning Party at Avigilon’s cost. See also ​“Advance Replacement” below. If the defect is not covered by the warranty, Avigilon will then advise the Returning Party of available options and proceed accordingly. See also ​“Out-of-Warranty Products” below.
   
   
3. If the product is out-of-warranty, determine whether the product can be repaired. Avigilon will then advise the Returning Party of available options and proceed accordingly. See also ​“Out-of-Warranty Products” below.

Avigilon may, at its discretion, use new, refurbished, or comparable parts or units in connection with the repair or replacement of any returned product.

Advanced Replacement

Avigilon may, at its discretion, replace any product in advance that is possibly defective, as long as such product is within-warranty (i.e. replacement may be completed prior to the product being physically returned to or inspected by Avigilon). Once Avigilon receives the product, Avigilon will conduct a physical assessment of the product and provide confirmation of the return status.

If an advance replacement product is shipped to the Returning Party prior to the Returning Party’s shipment of the original product to Avigilon, and Avigilon does not receive the original product from the Returning Party within 30 days of shipping the advance replacement product, the Returning Party will be invoiced for the full price of the advance replacement product at the Returning Party’s standard contracted price.

If the returned product is determined by Avigilon, at its discretion, to:

1. have no faults or defects, the Returning Party will be invoiced for 40% of the standard contracted price for the advance replacement product (if an advanced replacement product has already been shipped); or
   
   
2. be defective or damaged in a manner that is not covered by the Avigilon Limited Warranty, the Returning Party will be invoiced for up to a maximum of 50% of the current MSRP price for the advance replacement product (if an advanced replacement product has already been shipped).

In either case above, the original product will not be returned by Avigilon to the Returning Party.

For any advance replacement product, the balance of the warranty of the original product will continue to apply.

Notwithstanding the foregoing, and for greater certainty, Avigilon Explosion Protected Cameras and related accessories do not qualify for advance replacement, and Avigilon will not process replacements until Avigilon has received such product and made the appropriate assessments and determinations of its condition at Avigilon’s discretion.

Out-of-warranty Products

For defective or damaged products that are out-of-warranty, or for in-warranty products whose defects or damage are not covered by the Avigilon Limited Warranty:

1. A billable repair service is available for most Avigilon cameras and encoders with the repair costs charged on a time and materials basis. All returns are subject to a $100 USD evaluation fee which will be deducted from the repair costs, if accepted. To receive a quote for a repair, the Returning Party must complete and submit the Out of Warranty Repair Request form, available on the Avigilon website, at avig​ilon​.com/​r​e​turns. Once received and reviewed by Avigilon, Avigilon will issue a RMA number and shipping instructions to the Returning Party.
   
   
2. Out-of-warranty replacements or repairs are only available during the active support life of the product.
   
   
3. Out-of-warranty replacements or repairs are covered by a limited 90-day warranty, running from the date of shipment of such product from Avigilon.
   
   
4. All shipping and handling, taxes and duties are billable to the Returning Party for out-of-warranty replacements and repairs.

D. Avigilon Software Upgrade and Support Policy

All installation and use of Avigilon software is governed by the applicable end user license agreement. Software upgrades, support and problem resolution are available through Avigilon Technical Support (avig​ilon​.com/​c​o​n​t​a​c​t-us/) for the current ​“major release” of all Avigilon software and one previous generation of such software. A ​“major release” is defined as an increase in the primary version number to the left of the first decimal point in the software version number. Fees may apply to upgrade a system from one generation of software to the next or to any subsequent generation of such software.