Support

DVS Returns Policy

To proceed with requesting an RMA number for goods you are returning. You must agree to the terms below;

1. All DVS products come with a 12 Month return-to-base warranty.
2. Attempted repair or alteration of DVS goods by another party immediately invalidates the warranty offered, unless previously approved by a member of DVS staff.
3. A minimum £150 Investigation/Diagnosis will be applied to all out of warranty returned items before any repairs are commenced.  By accepting the terms detailed here, you agree to accept this Investigation/Diagnosis charge, which will be payable no matter of the diagnosis found.  This will also be applied to all products in warranty if no fault is found.  This will cover the 0-3 hours of investigation/diagnosis.  Subsequent investigation/diagnosis passed 3 hours will be charged at £75 per hour, which will be detailed to the contact in the RMA before this additional time is started. This is an investigation/diagnosis fee and does not cover parts/labour.
4. Faults incurred by abuse of the product; deleting essential system files, Windows BCD Errors, Windows corruptions and the Blade reboot-loop are not covered by the warranty.  An additional £150 will be charged if the operating system requires reloading. This covers the reload of Windows/Linux and all relevant hardware drivers and operating system updates.
5. Warranty is void on goods with physical damage (E.g. severe scratches, dents, and product defacement such as removing DVS name brands, serial numbers, screen printing & unauthorised opening (breaking warranty seal).  Please contact DVS with system serial number to obtain authorisation to break the warranty seal to investigate system if required.
6. All goods must be returned with their originally shipped items, including PSU's, Software, Driver discs, Manuals, packaging etc.  Failure to do so can incur additional engineer charges.
7. A valid DVS serial number must be provided. If an incorrect serial number is provided that does not relate to the returned product, an administration charge will be applied or the RMA request will be refused. BrightSign players must have the manufacturers serial number also supplied.
8. A no fault found fee may be charged (£150) for any warranty product returned as faulty, which is subsequently tested by DVS as no fault found.  Faults relate to hardware only and do not include operating system errors and faults not caused by hardware.
9. DVS are not responsible for the content on hard drives. The Operating System is setup and is supported out of the box. Any adjustments or additional software changed/loaded will void O.S. support. We recommend that a backup of data is made for goods being returned.  This also includes all BIOS and Windows settings.  DVS take no responsibility for changed settings on returned product.
10. All DVS supplied hardware (warranty or non-warranty covered) are to be organised and paid for return by the purchasing party. Hardware returned in warranty will be repaired and returned to the purchasing party at the cost of DVS.  Any out of warranty or non-warranty items (items returned faulty but not covered by warranty) will be subject to returning delivery charges via DVS preferred courier.
11. Warranty does not cover the labour costs on goods returned to DVS for repair or upgrade.
12. Replacement/Repaired components on out of warranty items are only covered by a further warranty.  This does not extend the warranty for an item as a whole. E.G. an out of warranty system that has a GPU replacement, only the GPU will be covered by further warranty, not the system as a whole.  Said system will still be classed as out of warranty.
13. All Pixera hardware RMA's are subject to Pixera defined tariffs and processed by DVS for Pixera & AV Stumpfl.
14. All quotations for repairs fall under the Terms and Conditions of sale.  Any information contained in a repair quotation is subject to change due to fluctuation of pricing or quotation error at the discretion of DVS.  DVS do not take responsibility for any information passed forward from supplied quotations.  In addition, DVS cannot guarantee further hardware failures after initial repair.  If further failures are found, additional costs will be detailed and DVS take no responsibility for these costs.
15. All RMA's aim to be complete within 50 working days, but this is only an estimate and DVS cannot give an accurate time frame to when it will be complete.
16. Ensure that all contact details provided are valid. This is to ensure all correspondence from the DVS RMA automated system are received. Incomplete information will result in the RMA being refused.  Preferred RMA contact will be somebody that has dealt with the returned system so that DVS staff can liaise any questions raised in regards to the returned item.
17. Ensure the faulty item is well protected for transit to ensure that no further damage is sustained during it's return to DVS.  Additional damage found due to inadequate packaging can lead to further charges for damaged items and new packaging when dispatched from DVS. DVS do not take any responsibility for RMA items damaged in transit.  DVS have the right to refuse repair on any returned items that are further damaged by unsecured hardware or badly protected packaged product.