Support | Services

Contact

SUPPORT

Warranty & RMA Service Policy

Warranty Coverage & Exclusions:

1. During the warranty period, natural failures are eligible for free repairs.

2. Products with removed, tampered, damaged, or altered serial number stickers are not covered.

3.Even within the warranty period, there may be cases where paid repairs are necessary based on the cause of the defect, like the damage caused by misuse, abuse, neglect, improper use of the physical or operating environment (such as exterior damage, exposure to extreme temperatures, high or low humidity, power overload, inadequatevent ilation or stacking, throwing, soaking, etc.), or modification.

4. Products purchased through dealers other than our designated official importers and parallel imports are not covered by our warranty.

5. Support services and warranty terms are only available within the country of purchase. Repair requests from overseas or for products purchased overseas are not covered by the warranty policy. Please contact the retailer in the country or region where you made your purchase.

6. To receive warranty service (free replacement), you must provide proof of purchase, such as a receipt, to the authorized dealer from which you purchased the product. We kindly ask that you keep records of your purchase invoices. For a secondhand product, please obtain the original purchase invoice to be the proof to validate if it is within warranty period.

RMA & DOA

RMA (Return Merchandise Authorization)

Products found to be defective after 30 days of the original invoice date and still within the warranty period are eligible for RMA returns. Products outside of the warranty period can still be serviced at the customer’s expense.

DOA (Dead on Arrival)

Products are considered DOA if they exhibit a complete failure to power on, initialize, or operate as intended within 30 days of the original invoice date.

Warranty Period

LIMITED WARRANTY:

The warranty periods listed in the following chart are only applicable to the products shipped after July 1st, 2023.

36 months

Audio

ARM

Capture (BU110, GC555, GC551 excluded)

Control Center

Video Bar

Webcam

Kit

Video Station GC515

24 months

Capture BU110, GC555, GC551

Audio GS series, GH510

6 months

Battery of Wireless Microphone

30 days DOA

Accessories:

Pop Filter BA310, Shock Mount, Microphone Charging Dock AW315C, cable, tripod, remote controller, adapter, light, etc.

Please be aware that certain product models, including GL310, C985, C875, GC510, GC550, AW310, AW313, TV tuner series, and models discontinue before January 1st., 2023, still retain their original warranty periods and are not covered by the warranty periods mentioned above.

EXTENTED WARRANTY

Register your product and automatically get 12 months of warranty extension for free. The extended warranty program is currently available only for the following list of products. Click here for product list

Please register your product within 90 days of purchase.

The warranty durations are calculated based on the date of invoices. Please provide your original proof of invoice and product registered information when requesting warranty services.

Requesting RMA Service

If a potential warranty claim arises, customers should follow these steps:

1. Request information from your local distributor (AVerMedia Distributor List) or contact AVerMedia's Technical Support within the warranty period.

2. Provide proof of purchase (invoice, receipt) and the product's serial number.

3. Describe the issue in detail, including any troubleshooting steps taken.

Warranty period may differ regionally, please kindly check with your point of purchase.

Warranty invalid if damage/dysfunction caused by improper handling/usage, destruction.

Warranty invalid if system has been disassembled by end-user or non-AVerMedia-authorized repair centers.

Warranty extension or special warranty package bought at point of purchase is not reflected in this chart.

Service Policy

For DOA: All DOA items will be replaced with new items, and both return and dispatch shipping expenses will be covered by AVerMedia.

For RMA (In Warranty): AVerMedia will provide a free-of-charge repair service. The shipping method and costs of returning RMA items to AVerMedia are the customer's responsibility. The shipping method and expenses of sending repaired items back to customers will be covered by AVerMedia.

For RMA (Out-of-Warranty): Customers will be charged a fee for product inspection and repair services. The shipping method and costs of returning RMA items to AVerMedia are the customer's responsibility. The shipping cost of sending repaired items back to the customer is also at the customer's expense.

RMA Evaluation Process

Upon receiving an RMA request, AVerMedia's Technical Support team will:

1. Evaluate the provided information to determine whether the product falls under warranty coverage.

2. Communicate with the customer to gather additional details or recommend troubleshooting steps if necessary.

3. Provide an RMA number if the product was purchased directly from AVerMedia and is eligible for RMA service. Should products be acquired through authorized distributors, please consult with the local distributor to obtain an RMA number request for the in-warranty replacement.

RMA Return Procedure

Customers are required to follow these steps when returning products for warranty service:

1. Obtain an RMA number from your local distributor, or AVerMedia's Technical Support team.

2. Package the product securely to prevent damage during transit.

3. Clearly label the package with the RMA number.

4. Include a copy of the RMA approval notification inside the package.

5. Ship the package to the designated address provided by your local distributor, or AVerMedia.

Note: Prior to sending the product for repair, customers are advised to take the necessary measures to safeguard their data. This includes creating backups of important files, documents, and settings. AVerMedia is not responsible for any loss of data that occurs because of repairs, replacements, or any actions taken during the repair process.

RMA Resolution

Upon receiving the returned product, AVerMedia will:

1. Inspect and test the product to verify the reported issue.

2. Repair or replace the product as deemed appropriate by AVerMedia's technical team. In cases of user-induced damage, repair costs will be borne by the customer, and AVerMedia will provide a repair quote.

3. Notify the customer of the resolution and provide an estimated return shipping date.

Customer Satisfaction

AVerMedia is committed to providing prompt and efficient service to ensure customer satisfaction. Feedback regarding the RMA process is welcomed to continually improve services.

LIMITED-OBLIGATION

AVerMedia does not provide services under circumstances other than those previously mentioned in the warranty policy, nor carry any other implicit, explicit, or subsidiary obligation in the warranty policy. Please refer to, and only to, the warranty policy for AVerMedia service obligation. The warranty policy supersedes any other promise in oral. The warranty policy does not cover any random, extraordinary, direct, or indirect damage that comes with the manufactured product, even when AVerMedia has been notified of the possibility of such damages. All actions of repair, or replacement by AVerMedia are in fulfillment of the promises indicated under the warranty policy.

End of Service Support Policy & Product

End of Service Support Policy:

"End of Service" (EOS) signifies the discontinuation of support for a particular product model or release. A product model enters EOS when there are no further developments, engineering efforts, or support engagements dedicated to that specific model. No additional fixes or technical support for issues will be offered for the said products.

End of Service Product:

Audio: AM510, AS510, AW310, AW313, GH310, GH313, GH315, GH330, GH510, GM310, GM510, GS313, GS315, GS330, GS333, GS335

Capture: BU110, BU111, C027, C039M, C127, C281, C283, C285, C287, C875, C985, C985D, C985E, C985Q, CV710, CV910, ER130, ER310, GC510, GC550, GC551, GL310, GH510

Converter: ET110, ET111, ET113, ET510

TV Tuner series: (A200P excluded)

Webcam: PW310O, PW310, PW510

Kit: BO310, BO311S, BO313, BO510