1. PURPOSE

This document outlines U-Reach’s warranty and service policies for distributors, agents, and end users. It serves as a reference for managing Return Material Authorization (RMA) cases. The key objectives are to:

1.1 Reduce unnecessary RMA costs resulting from misjudgment.

1.2 Improve turnaround time and enhance overall customer satisfaction.

2. SCOPE

This warranty policy applies exclusively to products purchased directly from U-Reach Taiwan. For products purchased outside Taiwan, warranty coverage is governed by the applicable policies of regional subsidiaries, authorized distributors, or agents.

U-Reach assumes no responsibility for warranty claims involving products not sourced through U-Reach Taiwan. Such claims must be submitted to the respective local provider under their own terms and conditions.

3. DEFINITIONS

3.1 Customer
Refers to subsidiaries, distributors, authorized resellers, and end users who purchase products directly from U-Reach Taiwan.

3.2 DOA (Dead on Arrival)
A product is considered DOA if it is confirmed to be defective within 30 calendar days of receipt by the customer (e.g., failure to power on, no display).

3.3 RMA (Return Material Authorization)
A product is classified as RMA if it is found to be defective after 30 calendar days from the date of receipt but remains within the warranty period.

4. WARRANTY & SERVICE POLICY

4.1 Warranty Coverage

4.1.1 All U-Reach duplicators and machines include a one-year conditional warranty.

4.1.2 Adapters are covered under a six-month warranty.

4.1.3 Cables, sockets, and other consumable items are covered under a three-month warranty.

4.1.4 Email-based technical support is available throughout the product’s service life, as defined by U-Reach.

4.1.5 Products with missing, damaged, altered, or inconsistent serial number (S/N) labels are not eligible for warranty service.

4.1.6 This warranty does not cover damages or malfunctions resulting from, but not limited to, the following causes:

• Exposure to shock, heat, or humidity beyond the product’s specified limits

• Improper installation, use, or unauthorized modification

• Malfunctions caused by external or third-party equipment

• Failure to follow the user manual instructions

• Mishandling, accidents, or environmental factors (e.g., water, fire, natural disasters)

• Power surges, unstable voltage, or improper power sources

• Unauthorized repair attempts, disassembly, or tampering

• Products returned disassembled or with any labels or components removed, damaged, or altered

4.1.7 This warranty does not apply to software or second-hand (used) products.

4.2 DOA Service Policy

4.2.1 To initiate a DOA request, the customer must first verify the issue with a U-Reach sales representative and provide the product’s serial number along with a detailed description of the problem.

4.2.2 DOA requests must be submitted within 30 calendar days of product receipt, and the product must be returned within 45 calendar days.

4.2.3 DOA products must be returned in their original packaging with all included accessories (e.g., cables, manuals, CDs). Incomplete returns may be processed as standard RMAs.

4.2.4 If the product is confirmed to be DOA, U-Reach will cover the shipping cost for the replacement unit.

4.2.5 If the returned product is found to be fully functional, it will not be replaced. The customer will be responsible for all related costs, including a standard inspection fee and return shipping charges (based on actual circumstances).

4.2.6 Products damaged due to inadequate packaging during return shipping will not be eligible for warranty replacement. Customers are strongly advised to use the original shipping box and sufficient protective materials.

4.3 RMA Service Policy

4.3.1 To initiate an RMA request, the customer must first verify the issue with a U-Reach sales representative and provide the product’s serial number along with a detailed description of the problem.

4.3.2 The customer is responsible for properly packaging the product before shipment. Damage incurred during transit due to insufficient packaging may void the warranty.

4.3.3 In-warranty RMA repairs are provided free of charge, including the standard inspection fee, verification, and replacement component costs.

4.3.4 If the issue is determined to result from causes not covered under warranty (e.g., misuse, modification), applicable charges for the standard inspection fee, verification, and replacement component costs will apply.

4.3.5 The customer is responsible for both the shipping method and the cost of sending the product to U-Reach.

4.3.6 U-Reach will cover the shipping cost when returning repaired in-warranty products to the customer.

4.3.7 For out-of-warranty products, all shipping costs—including return shipping—are the responsibility of the customer.

4.3.8 U-Reach reserves the right to decline repair service for out-of-warranty products. If repairs are accepted, charges will apply for the standard inspection, verification, replacement component costs and shipping.

4.3.9 If the product is found to be fully functional or if the customer declines to proceed with repairs after receiving a quotation, a standard inspection fee will apply.

4.3.10 U-Reach reserves the right to charge the standard inspection fee and return shipping charges for products deemed non-defective.

5. POLICY REVISIONS

5.1 U-Reach reserves the right to amend or update this Warranty & RMA Policy at any time without prior notice.

5.2 The most current version will be published on the official U-Reach website and will take effect immediately upon publication.