Warranty Statement

Quail Digital (the Company) design, manufacture and distribute wireless headset systems suitable for professional applications. The Company employs the best quality design skills and assembly processes to safeguard the quality of the products it supplies to customers. This document outlines the terms & conditions of the Company’s product warranty.

1. Products manufactured by the Company since January 1^st 2019 carry 3 years manufacturer’s warranty the starting date for which runs from the scanned date of shipping the item from the distribution facility PLUS two months grace to account for the time the products may be further stocked and held by third parties prior to installation and deployment. Thus, the time in which a warranty claim can be valid will be 38 months from the scanned date of shipping from the distribution facility.
2. Manufacturer’s warranty runs with individual products and not with systems.  
3. Pro9 headset batteries carry a 12-month warranty to hold a minimum charge on standby mode of 4 hours. Pro10 & Pro 11 batteries carry a 6-month warranty to hold a minimum charge on standby mode of 6 hours.
4. Ancillary items manufactured by others but supplied by Quail Digital as a part of a package such as road loops, keypads, door entry systems, interfaces, switches, cables, junction boxes, connectors, fixings, and power supplies are excluded from this warranty statement and are subject to the warranty provisions of their respective manufacturers.
5. Note also that Quail Digital may supply consumable items as part of their systems such as hygiene wipes & ear cushions and these items fall outside the terms of this warranty statement.    
6. Warranty covers the cost of repair or replacement of any internal component, circuit board or sub-assembly or mechanical part which fails causing the product to become inoperable for the purpose for which it is intended during the warranty period stated in 1. Above.
7. Warranty covers the cost of updating the product firmware when a new release is issued should that be necessary to maintain the product in reliable working order for the period stated in 1. Above.  
8. The validity and duration of the original warranty runs with the product regardless of whether a subsequent warranty repair is undertaken.
9. Noting that those parts of the system which are subject to regular physical human interaction such as buttons, switches, battery charger contacts may require replacement as wear and tear and be chargeable.
10. And always assuming:
    1. The item(s) and system more generally has been installed and is being used in an environment appropriate to the product specifications particularly but not exclusively with reference to temperature, moisture levels, airborne contaminants, and the physical features and layout of the premises which may invalidate a warranty claim.
    2. That the equipment has not been damaged, re-installed, moved by untrained personnel or suffered any other physical occurrence, either intentional or accidental which may affect the mechanical or electronic integrity of the item which may invalidate a warranty claim.
    3. The item or the system more generally has not been subject to an ‘Act of God’ such as extreme weather, or damage or disruption to mechanical or electrical provision or facilities or other site activity which may invalidate a warranty claim.
11. Quail Digital bears the cost of return shipping to the customer items which have been repaired under warranty.
12. Customers may request extended warranty, which is available and subject to negotiations with the system supplier.

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Returns, product assessment and charging procedures

Procedure for escalating a possible warranty event:

1. If an item fails during the warranty period, the user should in the first instance contact the entity who sold the equipment to them. As a standard procedure the seller will step through a set of ‘troubleshooting’ questions to ascertain the nature of the fault being reported. To minimise disruption to the customers’ operations and to reduce the likelihood of misdiagnosis and possible ‘no fault found’ charges, co-operation with the troubleshooting process is required.
2. If the seller determines that an item should be returned to Quail Digital’s repair facility, they should email quaildigitalna@quaildigital.com to request an RMA number, providing product code, serial number and nature of fault reported.
3. The Service Desk will send back an acknowledgement by email which will include the address to return the item(s) to and the RMA number which should be clearly identified on or within the package. A copy of the current warranty statement and non-warranty repair rates is available on request through supportna@quaildigital.com
4. The cost of shipping returns to Quail Digital are paid by the sender or by alternative arrangement.
5. After receipt of the items Quail Digital will carry out inspection and test. The fault diagnosis will be recorded. Qualifying warranty repairs will be completed, and the cost of return shipping the item will be paid by Quail Digital.
6. Should the repair be categorised as ‘wear and tear’ the repair will be charged at the rates set out in the Repair Pricing guide which is available on request from supportna@quaildigital.com
7. Before the chargeable repair is undertaken a purchase order for the cost of the work will need to be issued from the customer to Quail Digital, and payment may be requested before the item is repaired or returned. The cost of returning items is paid by the sender.
8. Items that are returned to Quail Digital and on inspection are ‘no fault found’, will attract a ‘no fault found inspection fee’ the cost of which is set out in the current Repair Pricing schedule. The cost of returning items is paid by the sender. Payment for inspection fee may be required before the item is returned.
9. Products retain their original warranty dates even if replacement components or firmware are added during the warranty period.    
10. Quail Digital accepts no liability for losses arising from equipment failing in service or from the disruption or inconvenience caused by items being out of service and subject to repair whether warranty or by charge.
11. These Terms & Conditions do not affect your statutory rights.