Thank you for choosing TRASSIR products!

We strive to ensure the highest quality of our products and customer satisfaction. This RMA (Return Merchandise Authorization) Policy describes the procedure for the return of products by the Buyer. We reserve the right to amend this RMA Policy without prior notice. All changes will be published on our website.

This Policy shall apply in the version effective as of the date of submission of the relevant RMA request, unless otherwise expressly agreed in the applicable agreement.

1. Terms and Definitions

• TRASSIR / TRASSIR Company - the legal entity that sold the Products to the Buyer and/or is authorized to review the relevant RMA request in accordance with this Policy. This definition does not apply to distributors or other commercial partners.
• Product / Products - equipment and other items bearing the TRASSIR trademark, purchased by the Buyer from the TRASSIR Company and identifiable by serial number.
• RMA (Return Merchandise Authorization) - the process of returning defective or faulty Products to the manufacturer/TRASSIR Company for repair or replacement.
• RMA Request - submission by the Buyer of an RMA application through the form available on the TRASSIR website at http://trassir.com.
• Buyer - a legal entity that purchased the Products directly from the TRASSIR Company.
• Customer - a legal entity or an individual who purchased a Product not directly from the TRASSIR Company, but from the Buyer or other participants in the distribution chain, unless otherwise expressly provided in this Policy.

2. Introduction

• This Policy applies globally and covers all regions where Products are sold, regardless of whether TRASSIR has a local representative office. TRASSIR may issue local appendices to this Policy where necessary. In the event of any discrepancy between this Policy and any local appendix issued by TRASSIR for a specific region, such local appendix shall prevail to the extent of such discrepancy.
• This Policy governs business-to-business relationships and regulates the manufacturer’s/TRASSIR Company’s warranty obligations toward the Buyer. The provisions of this Policy do not constitute a consumer warranty and are not intended to provide mandatory warranty protection to individuals. Customers are advised to first contact their direct seller (retailer, distributor, or other supplier) from whom the Products were purchased.
• Return of Products under the RMA procedure is permitted only after confirmation of a defect by TRASSIR specialists, including remote diagnostics.
• Only the Buyer is entitled to submit an RMA request, which must be filed through the RMA website at http://trassir.com. The Buyer shall ensure that the Product complies with the requirements of this Policy prior to submitting an RMA request.
• In exceptional cases, at TRASSIR’s sole discretion, an RMA request may be accepted from a Customer provided that documentary evidence of purchase of the Products from the Buyer or other participants in the distribution chain is submitted, including in cases where the relevant partner has ceased operations.

3. RMA Request Procedure

• To initiate the return or replacement of defective Products under the RMA procedure, an RMA request must be submitted through the form available on our website at http://trassir.com.
• The RMA request shall include the order number, product details, contact information, and the reason for return for repair (a sample form is provided at the end of this Policy).
• Upon receipt of the RMA request, TRASSIR Company will conduct an assessment and contact the Buyer to approve or reject the request.
• If the RMA request is approved, the Buyer will be provided with an RMA number and the address of the TRASSIR service center to initiate the return procedure (where such a service center is available in the relevant region).
• An RMA request is valid for thirty (30) calendar days from the date of issuance by TRASSIR Company. The Buyer must ship the Product to the specified address within such thirty (30) days; after this period expires, a new RMA request must be submitted.

4. Service Standards

TRASSIR Company provides the Buyer with standard after-sales service. The scope of such services is set out below:

Service Category	Service Type	Service Level *	Service Description
		Standard service
Remote Technical Support	Support request via website / technical support portal: 24/7	√	Services are provided on business days in the relevant local region, response time is up to four (4) business hours.
	Support request via email: 24/7	√
Warranty Service for Products	RMA service support via website: 24/7	√	Service repair support, receipt and processing of RMA requests. Services are provided on business days in the relevant local region; response time is up to four (4) business hours.
	Return and repair of equipment within thirty (30) calendar days	√	Repaired Products will be delivered to the applicant within thirty (30) calendar days after physical receipt of the equipment for repair, on any business day in the relevant local region.
* Important Notice: Service timeframes define service levels only and do not constitute a guarantee. The proposed service timeframes depend on the specific equipment purchased by the Buyer and the applicable region. TRASSIR Company does not guarantee compliance with any specific repair timeframes or that such timeframes will meet the requirements of the Buyer or its customers .

5. Shipping Instructions

• Prior to shipping any Product, the Buyer must obtain authorization from TRASSIR in the form of a Return Merchandise Authorization (“RMA”) issued by TRASSIR. TRASSIR may refuse to repair or replace any Product shipped by the Buyer without such return authorization and may return the Product to the Buyer.
• TRASSIR reserves the right to refuse to engage further with the relevant Buyer and to return the Product to the Buyer at the Buyer’s expense if, upon receipt of the Product, TRASSIR determines that the conditions for return were not met and/or that the returned Product does not correspond to the Product specified in the RMA request. TRASSIR also reserves the right to charge the Buyer a handling fee for processing such returns.
• All returned Products must be properly packaged to prevent damage during transportation and to ensure adequate protection against electrostatic discharge and mechanical damage. If the Buyer ships multiple RMA requests, each must be packaged separately and accompanied by its own RMA documentation. The following requirements are mandatory:
  • ESD protection;
  • Individual packaging;
  • Products covered by different RMA requests must not be shipped in the same package without TRASSIR’s prior approval;
  • Mandatory labeling with the assigned RMA number.
• The Buyer shall bear the cost of shipping the returned Product to the TRASSIR RMA center, and TRASSIR shall bear the cost of shipping the repaired or replaced Product back to the Buyer, unless otherwise required by mandatory provisions of applicable law.
• The serial numbers and the type of the Product returned under the RMA must correspond to the information provided in the relevant RMA request.

6. Geography and Service Scenarios

6.1. General Provisions

• Service support for TRASSIR Products shall be provided taking into account the geographic location of the equipment, the availability of a TRASSIR service center in the relevant country, and the requirements of applicable law.
• The procedures for acceptance, diagnostics, repair, and replacement of equipment may vary depending on the region and the availability of TRASSIR’s service infrastructure.
• Logistics, repair, and replacement terms may differ depending on the region and the requirements of applicable law.
• The applicability of warranty obligations shall be determined by TRASSIR Company based on the results of diagnostics of the Products, carried out remotely and/or after physical receipt of the Products by TRASSIR Company, including verification of serial numbers and supporting documentation. Where the Products are determined not to be covered by warranty, TRASSIR Company may perform repairs on a chargeable basis in accordance with this Policy. In such cases, the Buyer shall bear all costs associated with the return of the Products, including the cost of repair or replacement.

6.2. Where a TRASSIR Service Center Is Available in the Country Where the Products Are Located:

• a) The Buyer shall submit an RMA request in accordance with this Policy and obtain return authorization from TRASSIR Company;
• b) The Buyer shall deliver or ship the Products directly to the TRASSIR service center;
• c) Diagnostics, repair, or replacement of defective Products shall be carried out by the TRASSIR service center in accordance with the terms of this Policy.

6.3. Where No TRASSIR Service Center Is Available in the Country Where the Products Are Located:

6.3.1. The standard service scheme set out in Clause 6.2 shall apply, with shipment to the nearest TRASSIR service center in another region or country.

6.3.2. Where the standard service scheme cannot be applied, TRASSIR Company may, at its sole discretion, propose an individual solution for the relevant RMA request, including:

• provision of a replacement Product without return, subject to certain conditions, including disposal of the defective Product; or
• provision to the Buyer of the necessary spare parts and instructions for self-repair, taking into account the Buyer’s technical capabilities; or
• making another individual commercial offer to the Buyer.

Any additional commercial terms shall apply only if expressly agreed in writing in the relevant agreement, invoice, or commercial appendix and shall not be deemed part of TRASSIR’s standard warranty obligations.

6.3.3. Customs Clearance and Supporting Documentation

In the event of international shipment of the Products under the RMA procedure:

• The Buyer shall bear full responsibility for proper customs clearance for both import and export of the Products, and for the preparation and submission of all required supporting and customs documents, including the contact details of the shipper and the recipient.
• All customs duties, taxes, fees, brokerage charges, and other costs associated with the international shipment of the equipment (including import into and export from the country where the product is located) shall be borne by the Buyer, unless otherwise expressly agreed by the Parties in writing.
• TRASSIR shall not be liable for any delays, additional costs, or refusals of customs clearance resulting from improper documentation or from the actions or omissions of customs authorities.
• Prior to shipping the equipment, the Buyer shall contact a TRASSIR Company representative and coordinate the set of documents required for import into the country where the service center is located and for the return shipment of the Product.

7. Limitation of TRASSIR’s Liability

• The Buyer shall back up all existing data and delete such data from the Products prior to requesting warranty service. TRASSIR shall not be responsible for the content of such data or for any loss, damage, or disclosure occurring during transportation, diagnostics, or repair.
• The Buyer further represents and warrants that the Products do not contain any unlawful files or data that may violate data protection laws or other applicable laws or regulations.
• TRASSIR shall not be liable for any costs, losses, or liabilities, including data recovery or data compromise, or for loss of use of the Products, arising from the provision of services.
• TRASSIR’s liability shall be limited to the repair or replacement of defective Products returned by the Buyer, provided that such Products remain within the applicable warranty period.

8. Warranty Coverage and Warranty Period

• The warranty period shall be calculated from the date of issuance of the Sales Invoice for the relevant Product, as identified by its serial number, unless otherwise provided in the applicable agreement or invoice.

Product Category	Warranty Period
TRASSIR Recorders	2 years
TRASSIR Eco Cameras	2 years
TRASSIR Cloud Cameras	2 years
TRASSIR Trend Cameras	5 years
TRASSIR Pro Cameras	5 years
TRASSIR Ultra Cameras	5 years
Switches	2 years

* Warranty coverage for Products supplied under special projects shall be provided in accordance with the terms of the relevant agreement.

* Warranty coverage for Products not listed above shall be provided in accordance with the terms of the relevant agreement and/or other applicable TRASSIR Company policies and documents.

9. Cases Where the TRASSIR Warranty Does Not Apply to the Products:

• The warranty period has expired.
• The original Sales Invoice or other proof of purchase is not available.
• The serial number label has been damaged or removed, the serial number is missing, or the model or product number cannot be identified.
• Defects or damage caused by improper use, configuration, maintenance, or storage, or by installation, repair, modification, or disassembly performed by persons or entities not authorized by TRASSIR, as well as damage resulting from accidents or other force majeure circumstances.

Technical Returns of Products Not Covered by Warranty

• An RMA request may be submitted at any time; however, TRASSIR Company is not obligated to provide support or repair services for Products returned after the expiration of the warranty period.

Out-of-Warranty After-Sales Service Options:

Where warranty service for specific Products does not apply for the reasons stated above, TRASSIR Company may, subject to agreement with the Buyer, perform chargeable repairs, provided that:

• The Buyer shall bear all transportation costs for delivery of the Products to the service center and for their return shipment;
• Diagnostics shall be performed free of charge;
• The cost of repair shall be determined following diagnostics and shall be subject to the Buyer’s prior approval (estimation of charges);
• Repairs shall be performed only after the Buyer’s written consent;
• If the Buyer fails to provide written consent for the repair and/or fails to make payment within thirty (30) calendar days from the date TRASSIR Company issues the repair cost estimate, TRASSIR Company shall contact the Buyer using the email address provided in the RMA request to agree on further actions with respect to the Products, including: (i) return of the Products to the Buyer at the Buyer’s expense or (ii) disposal of the Products.
  If the Buyer fails to provide any instructions within the additional period specified in TRASSIR Company’s notice, TRASSIR Company shall be entitled to return the Products to the Buyer at the Buyer’s expense or dispose of them at its discretion without further notice. In such case, the Buyer shall have no claims against TRASSIR Company and shall not be entitled to seek compensation for any losses.
• If, following diagnostics, the Products are determined to be beyond repair, TRASSIR Company shall notify the Buyer and provide the Buyer with the option to choose between: (i) return of the Products at the Buyer’s expense or (ii) disposal of the Products.