a) Returns:
Return Period:
You have a 30-calendar-day window to initiate a return from the date of receiving your item.
Return Criteria:
To be eligible for a return, your item must remain in its original packaging. It’s important to note that once the product packaging has been opened, returns will not be accepted.
Restocking Fee and Shipping Costs:
In the event of a return, a restocking fee of 25% along with shipping costs will be deducted from the refund. Customer is responsible for covering the costs of shipping goods back to our warehouse.
b) Order Processing and Shipping:
Payment Confirmation:
Upon receiving your payment, we will begin processing your order.
Order Fulfillment Time:
Please allow approximately up to 4 business days for us to prepare your order for shipment.
Freight Scheduling:
Once your order is ready, we will schedule freight pick-up. We use LTL freight services. While we aim for same-day pick-up, please understand that occasionally, due to their workload, it may take an extra day or two for the freight carrier to collect your shipment.
Estimated Shipping Time for LED screens:
Following the shipment, your screen is expected to arrive within an estimated 4-7 business days. It’s important to keep in mind that freight times are not guaranteed and may slightly vary. If you required a guaranteed delivery date, please inform us through email so we can provided a time critical shipping service.
Please note that SV Solutions cannot be held responsible for any customs or taxes applied to your order. All fees incurred during or after shipping, including tariffs and taxes, are the responsibility of the customer.
Shipping Liability & Support:
SV Solutions does not assume liability for products that sustain damage or become lost during shipping. However, in the rare event that an issue arises during transit, we will support our customers while they file a claim and provide any necessary documentation or information to assist with the process. All equipment is shipped with insurance, and the carrier is ultimately responsible.
If your order arrives damaged, please contact the shipping carrier to initiate a claim. It is essential to document the condition of the shipment thoroughly. We strongly recommend taking pictures and videos of the damaged items, the packaging, the delivery vehicle, the driver’s information, and the license plate of the delivery vehicle. Retain all packaging materials and damaged items, as they will be required for the claims process. Proper documentation will help ensure a smoother resolution with the carrier.
Deposit and Payment: When a customer provides a deposit, it is non-refundable. If a customer commits to the full payment of an invoice or estimate, they have a period (agreed upon in writing days) to complete the invoice or estimate they committed to.
Equipment Reservation and Usage: We reserve the equipment for the customer during the agreed upon period. If the customer fails to make the full payment within the specified timeframe, we reserve the right to utilize the equipment at our discretion and sell it to another party. In such cases, the customer will forfeit the deposit and relinquish any rights to claim reimbursement.
Order Modification: A customer who has provided a deposit cannot reduce the number of items on the committed invoice for a smaller order. Any changes to the order can only increase its size, subject to our sole discretion and product availability. In regards to the batch: we produce LED panels in limited batches, and once a batch is sold out, we cannot guarantee availability for future expansions. It is the customer’s responsibility to inform us in advance if they plan to expand their screen, as we do not hold stock beyond each batch. To ensure consistency and availability, we strongly recommend selecting the correct screen size from the start, as we make no guarantees on future panel availability.
Return Policy and Restocking Fee:
Dead Pixel Policy for LED Screens by Sound & Video Solutions
At Sound & Video Solutions, we prioritize secure packaging to prevent damage during the shipping of LED screens. However, due to the nature of freight transportation, instances of damaged pixels may occur. This policy outlines the process for addressing dead pixels and ensuring customer satisfaction.
1. Dead Pixel Reporting
a. Customers are requested to report dead or missing pixels upon receiving the LED screen.
2. Eligibility and Options
a. Dead pixels reported within the 2-year warranty period are eligible for repair.
b. Customers with an “extended warranty package” may use the replacement modules, if available, to replace the affected ones.
3. Repair and Replacement Process
a. Upon receiving the report, Sound & Video Solutions will provide instructions for returning the affected LED modules for repair.
4. Shipping and Handling Costs
a. Customers are responsible for the shipping and handling costs associated with returning the affected LED modules for repair.
b. Sound & Video Solutions will cover the shipping and handling costs for sending the repaired or replacement modules back to the customer.
5. Customer Responsibilities
a. Customers must ensure the affected modules are securely packed for transit.
b. Customers should provide accurate and complete information regarding the dead pixel issue.
6. Conclusion
Sound & Video Solutions is dedicated to delivering high-quality products and exceptional service. This policy aims to address dead pixel issues efficiently, ensuring customer satisfaction and adherence to warranty terms.
Adherence to this policy allows us to uphold transparency and resolve dead pixel concerns in a prompt and effective manner.
Factory defects related to pixel issues are typically identified when pixels remain physically attached to the panel but exhibit malfunctioning behavior, such as failing to light up, displaying incorrect color, or becoming stuck on a single color. In contrast, pixels that are physically detached or missing from the panel are generally attributed to customer mishandling, unless such damage is reported to the company prior to the first installation. Proper documentation and notification before installation are necessary for such cases to be considered under warranty evaluation.
Certifications:
By engaging in the purchase or use of our LED panels, you acknowledge and agree that it is your responsibility to verify and adhere to all relevant local regulations and certifications pertaining to the installation and operation of LED panels within your business premises or any other applicable setting. We do not guarantee that our LED panels will possess all certifications required for compliance with your specific business or city regulations. It is imperative that you conduct thorough research and consult with relevant authorities to ensure compliance before purchasing or implementing our products. Any failure to comply with local regulations and certifications shall be the sole responsibility of the customer, and we disclaim any liability arising from such non-compliance.
- Arranging for an electrician to install power outlets according to our specifications before screen installation, at their own expense.
- Providing necessary equipment such as Scissor Lifts, Ladders, and/or scaffolds.
- Running Cat6 cables from the control room to the screens based on our specifications.
- While we strive to discreetly run cables through walls and ceilings, if proper installation requires a hole or canal, the client will decide whether to proceed in that manner. The client is responsible for repairing and repainting walls where necessary.
2YR WARRANTY AGREEMENT
SV Solutions affirms its warranty to the original purchaser/owner (“Customer”), guaranteeing SV Solutions products to be devoid of manufacturing defects in material and workmanship for the defined warranty periods outlined in the terms and conditions established from the original purchase date as recorded on the Invoice or Sales Order.
It is important to note that this warranty is non-transferable and may or may not extend to products sold and/or forwarded outside the United States. SV Solutions will only be obligated to uphold this warranty upon the receipt of full payment for the equipment. The acquisition of SV Solutions product signifies the Customer’s acknowledgment and acceptance of all warranty terms and conditions as delineated in this limited warranty statement.
During this period, SV Solutions will, at its sole discretion, undertake the repair or replacement of the unit with a new or rebuilt one of equal model and product classification, subject to enhancements in product lifecycle. SV Solutions will cover material and off-site labor for repairs conducted by its authorized personnel, with certain exclusions applicable. This Warranty explicitly excludes on-site labor charges for component removal and/or installation or on-site repair services. However, SV Solutions may, at its sole and absolute discretion, opt to offer on-site warranty service under specific conditions. Any unit that has been repaired or replaced will be covered for the remaining duration of the original limited warranty unless a written warranty extension is provided. It’s crucial to note that this warranty does not constitute a maintenance contract.
The warranty specifically excludes:
Damage or failure resulting from abuse, misuse, mishandling, neglect, accidents, improper storage, or incorrect installation.
Damage or failure due to improper power conditions, over/under-voltages, incorrect wiring, or electrical surges.
Damage or failure resulting from exposure to extreme environmental or atmospheric conditions, including but not limited to severe weather, natural disasters, salinity, corrosive elements, excessive pressure, or conditions exceeding the product’s specified ingress protection rating.
Products used or installed in conditions or environments that surpass the specified application type or technical specifications.
Third-party supplied hardware, structures, or rigging.
Normal wear and tear or natural aging of parts and components.
Pixels on modules with GOB technology. (see description below)*
Units that have been serviced or tampered with by the user or unauthorized personnel.
Labor for the removal and/or replacement of LED modules and/or other field-replaceable component assemblies.
Compatibility issues or incorporation with accessories, attachments, software, including but not limited to front-end video control systems, audio systems, external video processors and players, or other devices not provided by SV Solutions.
Security or functionality issues related to the user’s network, cellular connectivity, or other integration systems.
Variations in color and/or brightness that do not compromise the basic product functionality.
Equipment rental or ancillary costs associated with modifications, removal of structural/decorative elements for service access, removal, or installation of the product.
- Power LED panel rows or columns from both ends at the same time as this will cause irreversible damage.
SV Solutions’ warranty obligation is strictly limited to repairing or replacing the particular product or part(s) determined by SV Solutions to have failed due to a covered cause within the warranty period. SV Solutions shall not be liable for replacing, repairing, or extending the warranty for any products or portions of a system that SV Solutions determines have not failed due to a covered cause within the warranty period, even if such other products or portions of a system are used in conjunction with products being repaired or replaced by SV Solutions under this warranty, and the repaired product exhibits differences in brightness, colors, or any other attribute post-repair. No agent, employee, dealer, distributor, or representative of SV Solutions has the authority to bind SV Solutions to any terms or conditions beyond the scope of this limited warranty. Provisions contained in the purchaser’s purchase order or any other purchase document that conflict with the terms and conditions of this limited warranty or are not expressly set forth in this limited warranty shall be deemed null and void.
Due to the nature of GOB (Glue on board) technology, individual pixels on LED modules cannot be repaired when damaged. While components like IC drivers, power supplies, receiving cards or hub boards can still be service or replace, the pixels themselves are not repairable. For this reason, we strongly recommend purchasing extra modules to ensure coverage in case of future issues.
SV Solutions shall not be liable for incidental or consequential damages arising from the use of their product or its software, including, but not limited to, damages resulting from loss of business profits, downtime costs, business interruption, loss of business information, or other pecuniary losses. SV Solutions is not responsible for any shipping delays, parts shortages, Force Majeure events, or any other events beyond its immediate control, nor shall SV Solutions have any liability whatsoever to the Purchaser for such occurrences.
All warranty claims must be reported within the applicable warranty period. Claims reported after the warranty expiration date will not be considered, regardless of the occurrence date.
The purchaser is responsible for all shipping costs and applicable insurance to SV Solutions’ service facility. SV Solutions shall not be obliged to replace any products or components under this warranty in the event of loss and/or damage by the shipping carrier. SV Solutions will cover the return shipping costs for repaired and/or replacement components by the best available method at its discretion, while the purchaser is responsible for any expedited shipping costs. SV Solutions is not liable for any additional fees, duties, or taxes related to shipping and receiving the product.
Non-Warranty Service:
If it is determined that the product does not meet the terms of our warranty, you will be billed for labor, materials, as well as applicable shipping and insurance costs. If no issue is found with the product, a minimum bench service fee of $125 and appropriate shipping charges will be applied. Payment in advance of repair and/or return of the product is required via credit card. SV Solutions will contact you to inform you of the repair cost before any work is commenced.
Any equipment provided by SV Solutions that is not an LED screen, such as media players, sound equipment, or other accessories—is covered exclusively by the original manufacturer’s warranty. SV Solutions does not provide a separate or extended warranty for these items.
In the event that service or repair is required, the customer is responsible for covering all costs related to shipping and professional packing of the item back to the manufacturer. While SV Solutions may assist in facilitating communication with the manufacturer—such as providing contact details—it is the customer’s sole responsibility to package, ship, and manage the return process and communication directly with the manufacturer.
We recommend keeping original packaging when possible, as some manufacturers may require it for warranty service.
We reserve the right to update, modify, or change these terms and conditions at our sole discretion. It is the responsibility of the customer to review this page regularly for any updates. Changes may be made without prior notice, and continued use of our services after modifications constitutes acceptance of the updated terms. We encourage you to stay informed about our policies to ensure a clear understanding of your rights and responsibilities.
