Warranty conditions
Returns of goods can have various reasons and also complaints can never be completely ruled out, although CBO always strives to supply all customers with goods that work perfectly. In order to ensure a smooth processing, we ask you to observe the following instructions.
In order to ensure a fast processing of your RMA (Return Material Authorization) case, we need information about the planned return of goods in advance. Your RMA will then be processed under a unique number and any communication with CBO regarding your RMA should refer to this RMA number.
Please use this RMA form for this purpose.
All returned components must be properly packed. For more information on CBO packaging guidelines, please click here. If you have received your item in ESD packaging, please ensure that it is returned in ESD packaging.
What includes the CBO warranty?
The warranty covers only CBO products with all CBO parts. Within the scope of this warranty, CBO warrants that the product is free from manufacturing and material defects which impair or eliminate the functionality of the device, provided that the information in the operating manual has been observed and the maximum load of the product is not exceeded. The warranty does not apply to consumable parts and their replacement. The warranty covers the repair of all damage or defects of the product that occur within the warranty period and are covered by the warranty by replacement with an equivalent device or repair. The replaced device or replaced parts become the property of CBO. The costs of materials and labour will be borne by CBO in the event of a warranty claim. This warranty is valid worldwide.
What are the reasons for the warranty and leads to the exclusion of the CBO warranty?
For each product, CBO determines the warranty periods based on the materials, workmanship, rate of use and availability of replacement parts during which we will provide a refund, replacement or repair service on a case-by-case basis. For items that are available for refund or exchange, the request must be submitted within the return/exchange window. Items marked as consumables are not under warranty and the repair service is not available.
The CBO warranty covers only defects that occur during normal use and does not include malfunctions or failures caused by misuse, abuse, negligence, modifications to the product, mishandling, misapplication, accidents, neglect, electrical causes such as power surges or electrical stability problems, improper installation, incorrect hardware adjustment, improper maintenance, Modifications, use not in accordance with product instructions, natural phenomena, failure to perform required preventive maintenance, problems arising from the use of parts and components not supplied by CBO or caused by improper installation or improper operation or repairs not performed by CBO or a service provider authorized by CBO.
Such repair or replacement will not extend the warranty period for the products. At the customer's request and at CBO's sole discretion, a replacement product may be shipped by CBO prior to receipt of an allegedly non-compliant product. In the event that a defect or incompatibility is not detected by CBO after reasonable investigation, the Customer may be charged a restocking fee of 15% of the purchase price, which includes handling costs, labour costs, missing parts and other related costs. Return shipping costs will also be charged additionally.
Any indication that the serial numbers have been altered or tampered with will void the CBO warranty.
Warranty claims will only be considered if an invoice is presented with the device, which contains all necessary information about the date of sale, the device, the seller and the serial number of the device. CBO may require the original to be presented.
What is the limitation of liability of CBO?
There is no express warranty, except as stated in this Limited Warranty Information. Under no circumstances can CBO be held liable for monetary and/or non-monetary damages resulting from normal or abnormal use of our products. The use, distribution and/or similar application of our products constitutes tacit acceptance of these and the following CBO Limited Liability Guidelines.
CBO shall not be liable for any damages or reimbursement for lost time, lost revenue, costs incurred by anyone removing or reinstalling any installed equipment, if applicable, or for travel to and from the Service Providers. All express and implied warranties, including the limited warranty of merchantability, are limited to the duration of the limited warranty, unless CBO states otherwise in writing.
What is the DOA criteria (DOA = Dead on Arrival) at CBO?
DOA is defined as a product that fails at first power-up. The DOA process is separate from any warranty program. DOA cases must be filed with CBO within 90 days of shipment and before the last shipping date. Products must have been purchased directly from CBO. The customer must provide the serial number and the order number or sales order number for the purchase. A credit note will only be issued if the product is physically returned to the location in Germany specified by CBO and has been tested by us. Lead time to receive a replacement product depends on the defective product and whether it is in stock or out of stock.
To request an RMA number, please fill out our RMA request form.
Which period of warranty coverage offer CBO?
CBO will, at its option, either repair your product with new or refurbished parts or replace it with a new or refurbished product for a period of up to five years from the date of original purchase (invoice date). All warranty claims made directly to CBO within the warranty period will be considered.
What is the return policy of CBO?
In the event that the problem is not clearly on CBO's side, the customer will pay the freight for shipping the goods to CBO's location in Germany. After repair or replacement, CBO will ship the products with UPS and pay for the return shipment of the products to the customer. A replacement part can be reconditioned or replaced by similar products at CBO's discretion. CBO cannot guarantee that new replacement products will be shipped against RMAs.
If examination of the product shows that it is not defective, the Customer shall pay the return shipping costs. As long as the return costs have not been paid, CBO will keep the goods for 30 days, after which they will be destroyed. The Customer may of course ask CBO to destroy the goods before this period expires.
All returned materials must have a valid RMA number from CBO. This number is necessary to ensure proper tracking and handling of the returned material at our factory. Do not return any hardware until an RMA number has been issued. CBO reserves the right to reject shipments that do not have an authorized RMA number. Rejected shipments will be returned with freight collect to the shipper. CBO's RMA return policy requires that customers return defective parts to CBO within 10 business days of receipt of the RMA number or the RMA case will be closed.
The products must arrive in the same condition in which they left our premises. Components from which the original labels or other stickers have been removed and/or provided with own labels or inscriptions cannot be processed. This also applies if articles that were delivered in antistatic packaging are not returned in the same way.
What support offers CBO?
The goal of CBO is your satisfaction. CBO's technical support team will gladly make every effort to solve your problem.
If your CBO product fails or does not work and the problem cannot be solved by proper troubleshooting, please contact CBO Technical Support to resolve the issue.
Required information when you contact CBO:
- - Product model number for the defective hardware
- - Product serial number for the defective hardware
- - Product number and vendor of the base unit
- - Description of the failure and troubleshooting to isolate the cause
- - Customer delivery address
- - Name of contact person
- - Contact phone and e-mail
Where do I find the CBO contact information?
To request an RMA number, please fill out our RMA request form.
By requesting the service, the eligible customer acknowledges the terms of the limited warranty, including the disclaimer and limitation of liability. CBO, WITHOUT LIMITATION, is not responsible for lost, damaged or otherwise destroyed data due to the service.
How do I return a product test sample?
If you would like to return a test sample, please contact your account manager directly for further processing.
What do I have to consider when applying for a refund request?
If you make a mistake in purchasing CBO products for any reason, you can return your order for a full refund. All returns must meet the following criteria:
- 1. You purchased the product directly from CBO or through an authorized CBO dealer (in this case please contact your dealer for a return)
- 2. You are the original purchaser of the product
- 3. You submit your refund request within 30 days of purchase
- 4. the product is in new condition, including all accessories in the unopened original packaging.
To request a refund, please fill out our RMA request form.
If your refund request is approved, you will receive an RMA number from CBO via email. In order for the refund to be accepted and processed, CBO must receive the hardware you are returning no later than 30 days from the date of issue of the RMA number.
As soon as we have received and inspected the equipment, we will process your return. If you purchased through a CBO reseller, your refund will be issued by that reseller. If you purchased directly from CBO, you will receive a refund, usually within 15 days of receipt of your return.
From time to time CBO offers special refund conditions. If special conditions apply to your return, please refer to these conditions in your RMA request.
Special cases which are not a reason for return
All products are tested by CBO before shipping to ensure that they function properly and work without restrictions. For each product, a function at the moment of delivery is given in hardware of the manufacturer for whose use the respective product is intended. If the manufacturer makes any changes in software, firmware or any other changes which result in a CBO product no longer functioning, CBO shall not be liable for such failure. In this case, no warranty claim shall exist. However, we may be able to make additional modifications to the product. Please contact your customer service representative.
If CBO does not have a current coding for a product, it is possible that products are provided with a workaround coding to ensure a function of the product. This is especially true for special solutions (e.g. special length of a cable not offered by the original manufacturer - 1.5 meter cable programmed with 2 meter code and displayed in the system as 2 meter cable). In rare cases it can happen that products are not displayed with the correct code in the system or diagnostic data cannot be retrieved, but the product generally works. In this case there is no warranty claim. However, we may be able to make further changes to the product. Please contact your customer consultant for this.
How about painting on / labeling of CBO products?
Because color has the potential to damage products, you will lose the CBO warranty by writing on it. Avoid letting ink get inside the device, especially when labeling optical transceivers. By default, white color reflects light, darker colors absorb more light and can cause the device to overheat. Never use paint containing metal splinters, lead, carbon, or any other conductive material, as this may affect the functionality of the device.
The sticking of labels on the product or packaging that cannot be completely removed without leaving residues may result in costs that CBO will charge you. This depends on the degree of reworking of the product or packaging.
CBO RESERVES THE RIGHT TO MAKE CHANGES TO THESE SERVICE CONDITIONS, WARRANTY TERMS, SERVICE PROGRAMS, SERVICE METHODS AND/OR SIMILAR GUIDELINES AT ANY TIME AND WITHOUT PRIOR OR FORMAL NOTICE TO ITS CUSTOMERS, VENDORS, RESELLERS, END USERS OR SIMILAR.
Thank you for your assistance.