Legal

QNAP Advanced Replacement Service Terms and Conditions

Revised on April 10, 2024

QNAP Systems, Inc., its affiliates, and its authorized distributors (together as “QNAP”) offer QNAP Advanced Replacement Service (“QARS” or “Service”) to designated QNAP products. When a purchased QNAP product is thought to be defective, QARS provides a replacement unit per the following terms and conditions (“Terms”):

Section 1 Service Description

1. QARS shall be purchased directly from QNAP Systems, Inc., its affiliates, or its authorized distributors within two (2) months from the purchase date of the QNAP product. The start date of QARS will be the initial product purchase date. Advanced replacement is available only to the original purchaser.
2. The replacement unit will be an identical unit or an upgraded unit with similar features if an identical unit is not available. The replacement unit could be a brand-new unit or a reconditioned unit according to availability.
3. QARS only covers those defects already covered by the QNAP manufacturer warranty. Peripherals such as cables, rail kits, and accessories, etc., are not covered unless a replacement unit cannot function without such peripherals.
4. If there is only a component failure such as a power unit failure or fan module failure, QNAP will ship only the component(s) for replacement.

Section 2 Shipping and Delivery

1. QNAP will prepay shipping costs for the delivery of the replacement unit to the customer and for the return of the defective unit to QNAP. The customer must use the shipping label provided by QNAP. QNAP is not responsible for any shipping costs incurred by the customer using other means of shipping. P.O. Box addresses are NOT accepted for advanced replacement delivery. The customer must provide QNAP with a physical address.
2. The replacement unit will be shipped within the specified timeframe as informed by QNAP.
3. If the replacement unit is damaged or lost by the courier, QNAP will be responsible for making a compensation claim to the courier and shipping another replacement unit to the customer. If the returned unit is damaged or lost by the courier, the customer will be responsible for making a compensation claim to the courier, and the full price of the unit will be charged to the customer’s account or credit card.

Section 3 Customer Responsibilities

1. The customer must provide the necessary information and assistance to QNAP support personnel to determine whether the unit is defective. To minimize processing time, the customer must provide full details in the QARS return merchandise authorization (RMA) request, including the defective unit’s model name and serial number, shipping address, contact person, phone number, email address, problem description, and other necessary relevant details.
2. The customer is responsible for backing up all data stored in any storage device before returning a product to QNAP for RMA service. QNAP will not be liable for any data loss during the RMA process.

Section 4 Credit Card Authorization

1. The customer must complete and submit to QNAP a valid credit card authorization form to guarantee that the defective unit with all components and accessories are returned.
2. QNAP reserves the right to charge the customer's credit card, including but not limited to the following circumstances:
   1. The customer fails to return the defective unit within five (5) business days.
   2. The customer does not return the defective unit in its entirety, with missing parts or accessories.
   3. The defective unit returned by the customer is considered to be Customer Induced Damage (CID).
3. In the event that QNAP agrees to a refund, including but not limited to circumstances where the customer returns the unit in its entirety after the specified deadline, any difference arising from exchange rates, handling fees, etc., must be borne by the customer.

Section 5 Return of Defective Product

1. The customer must return the defective unit within five (5) business days following receipt of the replacement unit. The number of business days is calculated starting from the replacement unit’s receipt date at the customer site and ending on the return shipment’s courier pickup date. If the defective unit isn't returned within five (5) business days, QNAP is entitled to charge the full guaranteed amount from the customer’s credit card.
2. The customer must return to QNAP all components and accessories that were included with the original purchase of the defective unit. If the customer fails to return the complete unit to QNAP, the customer will be requested to ship the missing parts to QNAP at the customer's expense within five (5) business days. Failure to do so will permit QNAP to charge the cost of the missing part(s) to the customer's account or credit card. This charge is not refundable for delayed returns. If the defective part is a replaceable component or accessory, the customer can return the defective part alone after confirmation with QNAP.
3. The customer must return the defective unit to QNAP in the same packaging that was provided for the replacement unit. If the original packaging has been damaged during shipping of the replacement unit, the customer must provide their own proper packaging to ensure safe return of the defective unit to QNAP. It is the customer’s responsibility to remove all old shipping waybills, air shipping labels, etc., from the original packaging and affix a new shipping label and waybill provided by QNAP on the outside of the box. Failure to do so may incur extra shipping costs or lost units, which will be charged to the customer’s credit card or account.

Section 6 Customer Induced Damage (CID) Units

1. If any defect in the product or its parts is deemed to be caused by misuse, neglect, accident, abuse, improper repair, alteration, or modification by the customer, or by any act in violation of the original selling conditions of the product by manufacturer, the product is considered to be a Customer Induced Damage (CID) unit.
2. The warranty for a CID unit is considered to be voided by the customer, and therefore QARS cannot be applied. The shipped replacement unit will be considered a new purchase instead of a replacement, and the customer’s account or credit card will be charged the MSRP value of the newly purchased unit. The  newly purchased unit will inherit the warranty, QARS condition, and remaining warranty period of the CID unit.

Section 7 Miscellaneous

1. Disclaimer of Damages: QNAP’s sole liability, and the exclusive remedy, for any acknowledged defect(s) shall be the repair or replacement of the product in question. QNAP does not offer refunds, credits, or upgrades. QNAP shall NOT be liable under ANY circumstances for any indirect, incidental, or consequential damages or lost data.
2. Limitation of Liability for Compensation: If QNAP unavoidably needs to assume compensation liability, THE MAXIMUM LIABILITY LIMIT of QNAP and its authorized distributors and retailers is the price paid by the customer  when purchasing the Service.
3. Severability and Entire Agreement: If any provision of the Terms is determined to be invalid, illegal, or unenforceable by a competent court of jurisdiction, the remaining provisions shall remain in full force and effect. The Terms constitute the entire agreement and replace all prior contracts signed between QNAP and the customer with regards to the Service. Any modification or waiver of any provision of the Terms is invalid unless it is recorded in a written document signed by the bound parties.
4. Right to Modify: QNAP reserves the right to change the Terms. In the event of any changes, please refer to the content posted on the QNAP official website.
5. This Service is governed by the laws of the Republic of China and shall be subject to the jurisdiction of the District Court of Taipei, Taiwan, R.O.C. Shall there be special requirements from the governing laws and regulations of the juridisction where the customer resides, QNAP agrees to follow the designated governing laws and regulations of said jurisdiction.