EPW India Limited Product Warranty

1. General Warranty Provision

EPW India Limited ("Seller") warrants that all refurbished products sold are free from manufacturing defects in workmanship and materials under normal use conditions. The standard warranty period is One (1) Year from the date of invoice, unless specified otherwise for specific accessory categories.

This policy details the specific coverage, exclusions, and cosmetic acceptance standards for Laptops, Desktops, Monitors, and Peripherals.

2. Category-Specific Hardware Coverage

2.1. Laptops & Notebooks

What is Covered:

  • Motherboard: Component failure, chip-level issues (shorts), and port malfunctions (USB, HDMI, RJ45, Audio).
  • Display (LCD/LED): Backlight failure, line defects (horizontal/vertical), and flickering.
  • Storage & Memory: SSD/HDD and RAM module failure.
  • Internal Mechanics: Hinge assembly, cooling fans, and keyboards (stuck keys, non-responsive keys).
  • Charging: Onboard charging circuit failure.

What is NOT Covered:

  • Battery: Batteries are consumable items with limited lifespans. The warranty covers "Dead on Arrival" only. Degraded capacity (e.g., holding less than 50% charge) is not considered a defect.
  • Physical Damage: Cracked screens (LCD/LED), broken plastic bezels, bent chassis, or damaged ports due to force.
  • Liquid Damage: Any corrosion or residue indicating contact with liquids.

2.2. Desktops & Towers (CPU)

What is Covered:

  • Internal Components: Motherboard, Processor (CPU), RAM, Hard Drive/SSD, Optical Drive, and SMPS (Power Supply Unit).
  • Connections: Front panel I/O ports (USB, Audio) if provided with the chassis.

What is NOT Covered:

  • Chassis/Cabinet: Cosmetic damage to the metal case (dents, scratches) does not affect performance and is not covered.
  • Missing Components: Any missing side panels, rear slot covers, or internal expansion slot brackets.
  • Peripherals: External keyboard, mouse, and speakers (unless specifically sold as part of a bundle).

2.3. Monitors

What is Covered:

  • Panel Performance: Backlight failure, dead pixels exceeding the threshold (see Section 3), color distortion, and flickering.
  • Electronics: Power board failure and OSD button functionality.

What is NOT Covered:

  • Screen Burn-in: Permanent image retention caused by prolonged static images.
  • Stand: Minor wobbling or cosmetic scratches on the stand base (unless the stand is non-adjustable or broken).
  • Dead Pixels: Up to 5 defective pixels are considered industry standard for refurbished panels and do not constitute a defect.

2.4. Accessories & Peripherals (Keyboards, Mice, Cables, Chargers)

What is Covered:

  • Functional failure (device does not power on or connect).

What is NOT Covered:

  • Cosmetic Wear: Shine/glossiness on keyboard keys, rubber feet peeling off mice, or cable fraying due to bending.
  • Compatibility: Issues arising from compatibility with non-standard operating systems.

3. Detailed Cosmetic Acceptance Standards (Defect Thresholds)

Since these are refurbished assets, signs of prior use are expected. Warranty claims for physical damage will be evaluated against the following tolerance metrics.

3.1. Laptop & Monitor Screens (Display)

Acceptable:

  • Scratches: Hairline surface scratches on the bezel (plastic border) measuring up to 1.5 inches in length.
  • Pixels: Up to 3 Bright Pixels or 5 Dark Pixels scattered across the display.

Unacceptable (Warranty Claim Valid):

  • Scratches: Any visible scratch on the actual LCD panel area (not bezel).
  • Pressure Marks: Visible white or dark spots (bruising) on the screen larger than 0.5 cm in diameter.
  • Lines: Any continuous horizontal or vertical lines visible on the screen.

3.2. Laptop Chassis, Lid, and Base

Acceptable:

  • Dents: Small dings on the top lid or base, not exceeding 3mm in depth and not sharp to the touch.
  • Scratches: Light cosmetic abrasions up to 2 inches in length.
  • Paint Loss: Wear and tear on paint/finish around ports and hinges (up to 1 sq cm area).

Unacceptable (Warranty Claim Valid):

  • Cracks: Any structural cracks in the plastic or metal chassis (any size).
  • Missing Parts: Missing rubber feet, screw covers, or port doors.
  • Hinges: Hinges that are loose (wobble) or prevent the lid from staying open at a 90-degree angle.

3.3. Desktop Towers (CPU Case)

Acceptable:

  • Dents: Dents on the side panels up to 1 cm in diameter.
  • Bends: Slight bending of the metal frame that does not prevent the side panel from closing.

Unacceptable (Warranty Claim Valid):

  • Structural Integrity: Any damage preventing the motherboard from mounting correctly or fans from spinning.

3.4. Keyboard & Mouse

Acceptable:

  • Key Shine: Smooth/shiny appearance on high-use keys (WASD, Spacebar).
  • Lettering: Faded letters on keys (if the key functions correctly).

Unacceptable (Warranty Claim Valid):

  • Functionality: Any key that requires excessive force to register or does not register at all.
  • Broken Parts: Missing keycaps or damaged scroll wheels/clickers.

4. Dead Pixel Policy (ISO 13406-2 Standard Reference)

For monitors and laptop screens, we adhere to a strict quality control process. However, to maintain affordability, we allow a tolerance for pixel defects:

  • Type 1 (Bright Pixels): Up to 3 pixels constantly lit white/red/green/blue.
  • Type 2 (Dark Pixels): Up to 5 pixels constantly black.
  • Cluster Policy: No more than 2 defective pixels may be adjacent to each other within a 5mm x 5mm square area.

5. Warranty Claim Procedure & RMA

5.1. Pre-Claim Validation

Before initiating a claim, ensure the issue is not software-related. Reinstallation of the Operating System (OS) may be requested to rule out software conflicts.

5.2. Claim Submission

Contact us via:

  • Email: info@epwindia.co.in
  • Phone: +91 4066146550
  • Address: Plot No 131, 132, Ground Floor, C-Block, Chenoy Trade Center, Parklane, Secunderabad, Telangana - 500003

Provide the Invoice Number, Serial Number, and a detailed description of the defect.

5.3. Evidence Requirement

  • Video: A 30-second video showing the device booting up and demonstrating the defect (e.g., wobbly screen, flickering display, non-working port).
  • Images: High-resolution photos of physical damage or cosmetic defect being claimed.

5.4. Shipping and Repair Logistics

  • Reverse Pickup: EPW India will arrange for reverse logistics (pickup) within 2-3 business days for valid claims.
  • Diagnosis: 1-2 Business Days upon receipt.
  • Repair: 3-5 Business Days (subject to part availability).
  • Dispatch: 1-2 Business Days post-repair.
  • Replacement: Units deemed "Beyond Economical Repair" (BER) will be replaced with an equivalent or higher-spec unit.

6. Data and Privacy Disclaimer

It is the buyer's responsibility to back up all personal and corporate data before shipping the product for warranty service. EPW India Limited shall not be liable for any data loss during service. All storage devices returned are subject to data wiping as per security protocols.

By purchasing from EPW India Limited, you acknowledge reading, understanding, and agreeing to this warranty policy.