Support

Info for Hospitality Professionals

Service Polcy

FOREWORD

All Poindus warranty services are limited to repair or replacement of the product at the sole discretion of Poindus. This warranty policy statement is only valid for products sold and shipped by Poindus America only.

GENERAL WARRANTY

1.1 Warranty period

Poindus warrants that POS products and mobility products purchased from Poindus will be free from defects in material and/or workmanship for the respective warranty period below. All warranty periods start from the date of purchase from Poindus.

  • All-in-One products and peripherals attached or sold with: 36 months
  • Mobility products and peripherals attached or sold with: 13 months
  • Integrated receipt printer: 24 months
  • Solid state drives, spare parts, peripherals sold alone: 12 months
  • Battery for mobility products: 6 months

1.2 Disclaimer and warranty coverage

This warranty plan applies to products purchased as new from Poindus. This does not extend to any products which, in the sole judgement of Poindus, has been subjected to abuse,misuse, neglect, improper hardware of software installation or configuration, improper handling or storage, damage caused by manmade or natural disasters.

The warranty service will be rendered by Poindus Service Team through tele-support via emails and phone calls. Poindus may, to its sole discretion, ask customer to return product to render service if customer’s claim cannot be resolved through tele-support. RMA (Return Merchandise Authorization) process as set forth in Section 2.

Poindus may in its sole discretion repair or replace the defective product (or any part thereof) with any reconditioned product that Poindus reasonably determines is substantially (or superior) in all material respects to the defective product. Repaired or replacement product will be warranted for the remainder of the original warranty period from the date of original purchase.

Poindus is NOT responsible for software programs and/or data that reside on returned product. It is customer’s responsibility to back up or remove all information prior to returning product to Poindus. Poindus will only install a Microsoft OS on a repaired or replaced massive storage device provided the original Microsoft Certificate of Authentication purchased from Poindus.

1.3 Freight

Customer must return the product to Poindus with freight prepaid. Poindus is only responsible for freight of the product shipped back to customer after service is rendered except Out of Warranty claim. Poindus will pay freights for both journeys if the warranty claim is determined a Out of Box Failure set forth in Section 2.1.

RMA (RETURN MERCHANDISE AUTHORIZATION)

2.1 Apply RMA number

An RMA number must be obtained prior to product return. Any product and/or part delivered to Poindus without a valid RMA number is NOT acceptable and will be immediately returned back to original sender at sender’s expense. RMA number can requested through Poindus Portal. Customer has 14 business days to authorize or decline the RMA number assigned to the product, if no return or decision has been made after 14 days, the RMA number will be void.

2.2 Warranty terms, actions and penalties

This warranty plan applies to products purchased as new from Poindus. This does not extend to any products which, in the sole judgement of Poindus, has been subjected to abuse,misuse, neglect, improper hardware of software installation or configuration, improper handling or storage, damage caused by manmade or natural disasters.

A. In Warranty: after the date of purchase and prior to the end of warranty period.
  • Request RMA number online.
  • Return defective product with freight prepaid with 14 business days from the date RMA number is obtained, shipment tracking number must be provided to Poindus.
  • $35 inspection fee per product plus return freight will be charged and invoiced to customer if product returned to Poindus that actually has no defects determined by Poindus. Inspection fee must be paid before the release of the product, if the inspection fee is not paid within 14 business days the product will be deemed abandoned and will be disposed of.

B. Out of Warranty: after warranty period.

  • Request RMA number online.
  • $125 service & inspection fee per product will be charged plus the cost of replacement parts.
  • If requestor declines repair, the requestor will be responsible for all associated freights for return of the product, Poindus will return original, un-repaired product and charge $35 inspection fee plus freight per Out-of-Warranty claim.
  • All Out-of-Warranty repairs have a warranty period of 90 days after the repair is rendered. Out-of-Warranty repairs are repair-oriented, meaning the 90 days warranty period applies only to the parts that Poindus repaired and charged a fee for.

C. Out of Box Failure: within 30 days from the date of purchase.

  • Request RMA number on line
  • Poindus will ship replacement product and return label for the defective product.
  • The requestor is responsible for ensuring the return of the defective product within 15 business days for receipt of the replacement product.
  • Original purchase price will be charged for the replacement product if the defective product is not returned to Poindus.
  • $225 penalty per product will be charged and invoiced if product returned to Poindus that actually has no defects determined by Poindus.

UPGRADE WARRANTIES

In addition to general warranties set forth in Section 1, Poindus product can be applied for upgrade warranties for advanced services or longer warranty period. Upgrade warranties must be applied and purchased at the time the product is purchased.

3.1 Express exchange warranty: prices, actions and penalties

Express exchange warranty is applicable for US customers only. 1st year express exchange ($99) / 1st & 2nd year express exchange ($149).

  • Request RMA number online.
  • Poindus will ship replacement product (2-day delivery) and return label for the defective product.
  • The requestor is responsible for ensuring the return of the defective product within 15 business days for receipt of the replacement product.
  • Original purchase price will be charged for the replacement product if the defective product is not returned to Poindus.
  • $225 penalty per product will be charged and invoiced if product returned to Poindus that actually has no defects determined by Poindus.

3.2 Extended warranty: prices, action and penalties

Extended warranty is applicable for All-in-one products only4th year extended warranty ($250) / 4th & 5th year extended warranty ($325).

  • Request RMA number online.
  • Return defective product with freight prepaid with 14 business days from the date RMA number is obtained, shipment tracking number must be provided to Poindus.
  • $35 inspection fee per product plus return freight will be charged and invoiced to customer if product returned to Poindus that actually has no defects determined by Poindus. Inspection fee must be paid before the release of the product, if the inspection fee is not paid within 14 business days the product will be deemed abandoned and will be disposed of.