Zenopix provides a limited manufacturer’s warranty for its hardware products as of July 1, 2022. In this context, our company covers issues arising from manufacturing and assembly defects, material defects, or improper assembly. In addition, we offer Zenopix Warranty Terms with warranty periods of two years and five years, depending on the product group. Furthermore, these rights are provided as voluntary services in addition to the rights granted under applicable local consumer protection laws.

1.1. Products Covered by Warranty and Technical Support

Among ZENOPIX hardware products, ELEA, AER, and SOLUS products are covered by a 5-year warranty. In addition, FELIX, CUBICLE, CONSTANT CURRENT/VOLTAGE DECODER, ADDRESSER, and REPEATER products are covered by a 2-year warranty period.

However, upon the customer’s request and provided that it is stated on the invoice, the 5-year warranty period may be reduced to 2 years. In such cases, the warranty fee determined for each reduced year is deducted from the commercial invoice. Our company provides this warranty to the individual or legal entity that purchases the products from an authorized dealer or directly from the manufacturer. In addition, you may review the applicable data protection and consumer regulations for information regarding your legal rights.

1.2. Manufacturer Information and Contact Details

This warranty is provided by Zenopix Elektronik Limited Şirketi. For technical support and communication, you may contact us through our Koç Towers office in Ankara, Türkiye. You may also reach us via telephone at +90 312 911 70 17 or by e-mail at info@zenopix.com. Our company reserves the right to make changes to the technical information published on its website without prior notice.

1.3. Warranty Limitations and Conditions That Void the Warranty

This warranty becomes void in cases of improper use, misuse, or operation under excessive voltage conditions. For example, modification of the product or damage caused for any reason will terminate the warranty coverage. In addition, the Technical Manual provided with the product lists all technical specifications. Therefore, users are expected to comply with the safety instructions contained in this manual.

Furthermore, if service or repair work performed by persons other than the manufacturer causes damage to the product, warranty rights will be forfeited. The warranty shall also not apply in cases of lightning damage, improper power supply, or tampering with the product’s serial number. Consequently, in such cases, Zenopix assumes responsibility for repair or replacement solely at its own discretion.

2. Return Material Authorization (RMA) Terms and Conditions

2.1. RMA Number and Technical Support Request

Customers must obtain an RMA (Return Material Authorization) number via info@zenopix.com before returning any product. By doing so, the technical support process is formally initiated. In particular, an original purchase invoice must be submitted for warranty claims. If this document cannot be provided, the warranty period will be calculated based on the date the product left our warehouse. In summary, e-mail correspondence is considered sufficient for all written communications.

2.2. Return Procedure and Shipping Terms

Before issuing an RMA number, the manufacturer will work with the customer to resolve the issue. If it is determined that the product must be returned, a digital RMA Form will be provided. However, products returned without a valid RMA number may be rejected and returned at the sender’s expense.

In addition, customers are required to return products in packaging suitable for transportation. Shipping costs and insurance risks are entirely the responsibility of the customer. However, Zenopix covers the return shipping costs for repairs performed under warranty. For repaired products, the original warranty period will continue, provided that at least 30 calendar days of warranty coverage remain.

2.3. Charges and Approval Procedures

If we determine that the fault is not covered by warranty, we will charge an evaluation fee of EUR 35.00. This fee also applies in cases where the cause of the problem cannot be identified. If repair remains possible, we will provide the customer with a written quotation including the estimated total repair cost.

In particular, labor charges are calculated at USD 50.00 per hour plus the cost of replacement parts. However, we will not begin any repair work until the customer has approved the quotation. Consequently, if the quotation is rejected, the product will either be returned at the customer’s expense or disposed of within 30 days.