Warranty & after-sales
service.

1. Scope of this policy

This policy sets out the warranty Apollo Vision Tech provides on the products it supplies, and the after-sales service that sits behind that warranty. It applies to all authorised dealers and distributors, and to the end customers they supply, in every territory in which we operate.

Where a signed distribution agreement says something different, that agreement takes precedence for the partner it was signed with. Everything not addressed in that agreement is governed by this policy.

2. Warranty periods

Cover is by product category. The period below is the standard term supplied with every unit at no additional cost.

3. When cover starts and ends

The warranty period runs from the date the product is delivered to the end customer, not from the date it was shipped to the partner. This is why serial numbers must be registered against the end-customer invoice — without that record, cover is calculated from our despatch date instead.

A repair or a replacement does not restart the warranty term. The replacement unit or part carries the remainder of the original period, or ninety days from the date of the repair, whichever is longer.

4. What is covered

Within the applicable period, the warranty covers:

• Manufacturing defects in the panel, touch layer, main board and power supply.
• Dead or stuck pixels exceeding the published ISO threshold for that model.
• Backlight failure and abnormal brightness degradation within the warranty term.
• Firmware faults and software defects in the factory-supplied image.
• Failure of supplied cables, remotes and mounting hardware within their own term.
• Labour for diagnosis, and for board-level repair carried out by our service centre.

5. What is not covered

The warranty does not cover:

• Physical damage, cracked glass, impact marks and cosmetic wear.
• Liquid ingress, corrosion, and damage from dust or pest intrusion.
• Power surge or lightning damage where no surge protection was installed.
• Unauthorised repair, disassembly or modification of the unit.
• Image retention caused by displaying a static image beyond the rated duty cycle.
• Damage in transit after the goods were accepted by the partner or end customer.
• Consumables such as printer heads, batteries and filters.
• Software installed by the customer, and any data loss arising from it.

Where a fault is found to fall outside cover, we will say so in writing and quote for the repair before any chargeable work begins.

6. Service response targets

These are the targets our service desk works to on every warranty claim. Where a target is missed, the case is escalated to the regional manager automatically.

• One working day — every claim receives a reference number and a named owner.
• Three working days — remote diagnosis completed and a repair path confirmed.
• Three working days — critical spares for actively sold models despatched after approval.
• Seven working days — where repair is not viable, replacement is authorised.

The full severity matrix, update frequencies and escalation levels are published separately in our KPI & Support Policy.

7. How to make a claim

1. Raise the claim. Submit the serial number, invoice date, a description of the fault and supporting photographs or video, through the partner portal or by e-mail to the service desk.
2. Acknowledgement. We issue a claim reference within one working day and assign a service engineer to the case.
3. Remote diagnosis. Our engineer works with your technician to isolate the fault. Most issues are resolved at this stage through firmware, configuration or a simple part swap.
4. Resolution path. If hardware is at fault we ship the field-replaceable module to you. Only faults needing board-level work require an approved RMA return.
5. Local swap. Partners holding buffer stock are authorised to swap the unit immediately so the end customer is not left waiting. The defective unit is reconciled against your stock afterwards.
6. Closure. The claim is closed once the partner confirms the site is operational. Every closed claim feeds our reliability tracking for that model.

8. Repair, replacement and returns

We decide between repair and replacement on technical grounds, not on cost. Where a unit can be restored to specification with a field-replaceable module, that is the route we take, because it is faster for the end customer.

Units returned under an approved RMA must travel in their original packaging or equivalent protection. Transit damage to an inadequately packed return is not covered, and the RMA number must be visible on the outside of the carton or the return will be refused at goods-in.

9. Spare parts and buffer stock

We hold spare parts for every actively sold model, and for a minimum of five years after a model is withdrawn from sale. Partners selling in volume are expected to hold the recommended spares kit for those models so that common faults can be resolved on the same day.

10. Partner responsibilities

Fast after-sales support only works if both sides hold up their end. The following obligations are written into the partner agreement:

• Accurate records. Maintain serial numbers against end-customer invoices so entitlement can be verified instantly.
• Certified engineers. Keep at least one engineer certified through our onboarding and refresher programme.
• Buffer stock. Hold the recommended spares kit for the models you sell in volume.
• First-line support. Handle first-line customer contact and basic diagnosis before escalating to our service desk.
• Correct installation. Install to the published guidelines, including surge protection where the local grid demands it.

11. Extended warranty

Extended cover of up to five years may be purchased at the time of order. It must be bought with the original order; it cannot be added retrospectively once the standard term has begun. Extended cover carries the same inclusions and exclusions set out in clauses 4 and 5.

12. Limitations of liability

Our liability under this warranty is limited to the repair or replacement of the affected product. We are not liable for installation or removal costs, loss of business, loss of data, or any consequential loss arising from a product fault, except where such liability cannot be excluded by the applicable law of the territory.

13. Contact

Service desk: info@unique.com.bd
Partner enquiries: partner@apollovisiontech.com
Hotline: +1 (860) 780-7599 — business hours for general support, and around the clock for site-down escalation.

Drivers, firmware, datasheets and manuals are available at any time from the Download Center.