1.1 Warranty Period
• All products are covered by a 3-year warranty from the date of purchase, exceeding the EU’s minimum requirement of 2 years.
• Coverage includes repair, replacement, or refund for defects or non-conformities present at the time of delivery.
1.2 Digital Content and Updates
• Products with embedded digital content (e.g., Smart TVs) are guaranteed continued functionality for a reasonable period.
• Essential updates (including security patches) will be provided for a minimum of 5 years from the product’s launch.
1.3 Exclusions
The warranty does not apply to defects or damages caused by:
• User negligence, misuse, or failure to follow operational instructions.
• Failure to install software updates provided to fix known issues.
• Improper transportation or insufficient packaging during returns.
• Electrical issues (e.g., power surges) or external events (e.g., fire, flooding).
• Unauthorized repairs, modifications, or installations.
1.4 Right to Redress
• Consumers may request repair or replacement within a reasonable timeframe.
• If repair/replacement is impossible or delayed beyond a reasonable time, customers are entitled to a price reduction or full refund, including all associated costs (e.g., shipping).
2. CLAIM SUBMISSION PROCESS
2.1 Required Documentation
• Proof of purchase (invoice or receipt in .pdf format).
• Photos of packaging showing the product’s serial number. (all the 6 sides of the box in .jpg format)
• Photos of nameplate (removal without authorization voids the warranty).
• A detailed description of the issue and visual evidence (e.g., images of the defect).
2.2 Submission
• Claims must be submitted via our RMA portal available on www.repairtv.eu.
• WhiteL will acknowledge receipt within 2 working days and validate claims within 5 working days.
3. SOFTWARE UPDATES
3.1 Importance of Updates
• Software updates improve performance, fix bugs, and maintain compliance with evolving standards.
3.2 Update Process
• Connected Devices: Enable automatic updates where available.
• Non-Connected Devices: Updates are downloadable from www.repairtv.eu/software, with detailed installation instructions provided.
3.3 Failure to Update
• Issues that could be resolved by applying an update may not qualify for full warranty coverage.
4. RETURN PROCEDURE
4.1 Authorization
• All returns must be pre-approved via www.repairtv.eu. Unauthorized shipments will be refused.
4.2 Shipping Costs
• For valid warranty claims, all shipping costs (including outbound shipping for inspection) will be covered by WhiteL.
• For non-warranty claims, customers are responsible for shipping costs.
4.3 Packaging Requirements
• Products must be securely packaged to avoid transit damage. Original packaging is recommended but not mandatory.
4.4 Handling of Missing or Discrepant Items
• Missing items (e.g., accessories) listed in the product manual and reported within 14 days of purchase will be replaced at no cost within 7 working days of claim validation.
4.5 Deductions for Incomplete/Damaged Returns
• Deductions will apply only for essential missing items or significant damage:
• Missing accessories: 10% deduction.
• Damaged product: Up to 50% deduction depending on severity.
5. PROCESSING AND COMMUNICATION
5.1 Validation Timeline
• Claims will be validated within 5 working days of submission.
5.2 Resolution Timeframe
• Repairs or replacements will be completed within 15 working days of validation.
• Customers will be informed of delays and offered remedies (e.g., temporary replacement, partial refund).
5.3 Proactive Communication
• Whitel will provide updates at each stage of the process, ensuring transparency and timely resolution.
6. ENVIRONMENTAL SUSTAINABILITY
6.1 Repair Over Replacement
• Wherever feasible, products will be repaired instead of replaced to reduce waste.
6.2 Encouraging Complete Returns
• Consumers are encouraged to return all packaging and accessories but will not face deductions for minor omissions (e.g., manuals).