Views: 0 Author: Site Editor Publish Time: 2026-11-06 Origin: Site
Thank you for choosing ORIVISION. ORIVISION is a professional manufacturer of hardware for IP-based video transmission, with a product range covering video encoders, decoders, converters, extenders and capture devices.
Every ORIVISION product is backed by an experienced after-sales service team. This policy sets out the warranty coverage and after-sales service you are entitled to as the original purchaser. Please read it together with the user manual of your product.
Coverage at a glance
Item | Coverage |
Standard hardware warranty | 2 years (24 months) from the date of shipment |
Accessories (power adapter, cables, antennas, mounting kits) | 2 years (24 months) from the date of shipment |
Return and replacement window | 30 days from the date of delivery |
Firmware / software upgrades | Free, for as long as the model remains in production |
Technical consultation & remote support | Free, for as long as the model remains in production |
Support response time | Within 24 hours (business days) |
2.1 ORIVISION warrants that its hardware products are free from defects in materials and workmanship under normal use for a period of two (2) years (24 months) from the date of shipment.
2.2 The warranty period starts from the date of shipment, which can be verified against the barcode label on the device. Where the purchaser provides proof of purchase (sales contract, formal sales receipt, invoice or delivery note), the earliest date shown on those documents shall be taken as the start date.
2.3 Accessories supplied with the product, including power adapters, breakout cables, adapters and antennas, carry the same two (2) year warranty as the main unit, counted from the date of shipment. Packaging materials and consumables are not covered.
2.4 This warranty applies to the original purchaser only and is not transferable. Products purchased from unauthorized channels, or resold as second-hand goods, are not covered.
2.5 A repair or replacement does not restart the warranty. A repaired or replaced unit remains covered for the longer of: (a) the remaining warranty period of the original product, or (b) 90 days from the date the repaired or replacement unit is shipped back to you. This extension applies to the repaired or replaced part only.
3.1 Failures caused by defects in materials or workmanship that occur under normal use, where the product has been installed, operated and maintained in accordance with the user manual and within its published environmental specifications.
3.2 Failures confirmed by ORIVISION technical support as non-artificial (not caused by human action) after remote diagnosis.
3.3 Where a failure cannot be resolved remotely, ORIVISION will, at its sole option, repair the product free of charge (using new or serviceable replacement parts of equivalent function), or replace it with a unit of the same model and specification, or, if the model is no longer available, with a product of equivalent or better function.
This warranty does not apply to any of the following:
4.1 Damage caused by misuse, abuse, negligence, improper installation, improper site preparation, or failure to follow the instructions in the user manual.
4.2 Damage caused by operation outside the product's published environmental specifications (power supply, temperature, humidity, ventilation, altitude, etc.), including damage from power surges, lightning strikes, or the use of a non-ORIVISION power adapter.
4.3 Damage caused by unauthorized disassembly, modification, or repair by anyone other than ORIVISION or an ORIVISION-authorized service provider.
4.4 Damage caused by incompatibility with, or defects in, third-party hardware, software, cables or systems with which the product is used.
4.5 Damage sustained during transportation or handling arranged by the customer or a third party (transport damage is claimed under Section 5 instead).
4.6 Normal wear and tear, aging, and cosmetic damage (scratches, dents, discoloration, oxidation) that does not affect function.
4.7 Products whose serial number label has been removed, altered, or is illegible.
4.8 Defects or damage resulting from force majeure events (fire, flood, earthquake, lightning, war, government action, etc.), or from theft or loss.
4.9 Software or firmware issues arising from unsupported operating systems, third-party software, or configurations not recommended by ORIVISION. Firmware updates themselves remain free of charge under Section 7.
5.1 Within 30 days of your receipt of an ORIVISION product, you may return it for a full refund of the purchase price, or receive a replacement of the same model and specification, in any of the following situations:
• The product received is not as described on the order or in the official specification;
• The product received has a non-artificial fault (including dead-on-arrival / DOA);
• You can provide logistics evidence that the product was damaged during transportation.
5.2 For the purposes of this policy, DOA (dead on arrival) means a product that fails to power on, initialize or operate as intended at first use out of the box, where the failure is non-artificial and is reported within 30 days of receipt. A product that works normally at first use and fails later is an in-warranty failure, not DOA.
5.3 For DOA and transport damage claims, please keep the original packaging and take photos of the outer carton and the product before contacting us.
5.4 This policy is valid only within 30 days of receipt of the order. Claims raised after this period are handled as in-warranty service under Section 6.
Step 1 - Contact support. Email support@orivision.cn (or your ORIVISION sales representative) with: product model and serial number (from the label on the device); proof of purchase (invoice, sales contract, receipt or delivery note); a description of the fault, with photos or a short video where possible.
Step 2 - Remote diagnosis. Our engineers will first attempt to resolve the issue remotely. Many faults can be cleared by firmware, configuration or cabling changes, which avoids downtime for return shipping.
Step 3 - RMA issuance. If the fault cannot be resolved remotely, ORIVISION will issue an RMA (Return Merchandise Authorization) number and return instructions. Please write the RMA number on the outside of the package; returns without an RMA number cannot be processed.
Step 4 - Repair or replacement. Once the faulty unit is received, a repaired or replacement unit is shipped within 7 working days. Validated DOA claims are replaced with a new unit; in-warranty claims after the DOA period may be fulfilled with a new or refurbished unit of equivalent function.
Step 5 - Shipping costs. Faults reported within 30 days of receipt (DOA / transport damage): ORIVISION bears the round-trip shipping cost. In-warranty service after 30 days: the customer bears the cost of shipping to ORIVISION, and ORIVISION bears the cost of returning the unit to the customer. Duties, taxes and insurance, where applicable, are borne by the customer.
Note: customers should pack returned products in an anti-static bag with adequate cushioning. Damage caused by improper packing during return transit is not covered by the warranty.
7.1 As long as the model continues to be produced, ORIVISION provides firmware upgrades free of charge, including the latest regular upgrade packages and firmware issued to repair a fault.
7.2 ORIVISION reserves the right to discontinue firmware updates for a model that has been discontinued due to force majeure, end-of-life components, or other factors beyond our control.
8.1 Pre-sales and after-sales technical consultation, configuration guidance and remote troubleshooting are provided free of charge for as long as the model remains in production.
8.2 Technical inquiries sent to support@orivision.cn or to your ORIVISION sales representative are answered within 24 hours on business days.
9.1 Dealers and agents may collect faulty units and return them in a consolidated batch. Please agree the batch return schedule with your ORIVISION sales representative in advance.
9.2 Spare-part ratios, advance replacement, on-site support and other commercial arrangements for large-volume orders are agreed separately in writing between ORIVISION and the dealer, and are not part of this warranty policy.
10.1 Products out of warranty remain eligible for paid repair. The customer returns the faulty equipment and bears all transportation and repair costs (parts, labor and shipping both ways).
10.2 ORIVISION will quote the repair cost for approval before any work is carried out. If the customer declines the repair, the product is returned as-is at the customer's cost, or scrapped at the customer's request.
Customers who wish to extend coverage beyond the standard 2 years may contact their ORIVISION sales representative to negotiate extended warranty terms. Extended warranty is provided under a separate written agreement.
12.1 The remedies described in this policy are the customer's sole and exclusive remedies for a defect in an ORIVISION product.
12.2 To the extent permitted by applicable law, ORIVISION's total liability arising out of or relating to a product shall not exceed the purchase price actually paid for that product. ORIVISION shall not be liable for any indirect, incidental, special or consequential damages, or for loss of data, footage, work product, profit or business, whether or not ORIVISION has been advised of the possibility of such damages.
12.3 ORIVISION does not warrant that operation of the product will be uninterrupted or error-free, or that the product will meet every requirement of the customer's specific application.
12.4 This policy gives you specific legal rights. You may also have other rights under the consumer protection laws of your country, state or region, which vary from jurisdiction to jurisdiction. Nothing in this policy limits any non-waivable statutory right you have as a consumer.
13.1 This policy applies worldwide, in every country and region where ORIVISION products are sold by ORIVISION or its authorized resellers, dealers and distributors.
13.2 ORIVISION reserves the right to amend this policy. This policy takes effect on the date of issue shown on the copy supplied with your order or published on the official ORIVISION website, and applies to orders shipped on or after that date. Orders shipped earlier remain governed by the version in force at the time of shipment.
13.3 In the event of any conflict between translated versions of this policy, the English version prevails.
After-sales / technical support: support@orivision.cn
Sales and extended warranty inquiries: please contact your ORIVISION sales representative
Response time: within 24 hours on business days
