Warranty Policy


Vitel Product Warranty Terms and Conditions

1. Warranty Terms

1.1 Subject to the terms and conditions set out below, Vitel agrees to repair or replace the Product within the United Kingdom at its own cost, and any Vitel accessory supplied with it, purchased by You from Vitel, in circumstances where the Product does not perform in accordance with Vitel ‘s specifications during:

(a) the Standard Warranty period of 12 months, commencing on the date of delivery (or deemed delivery) of the Product; or

(b) the applicable Extended Warranty period specified, commencing on the date of delivery of the Product (if purchased in accordance with clause 3 below).

1.2 This contractual product warranty does not operate to limit rights under the statutory warranties referred to in clause 4.1 below.

2. Warranty Conditions

2.1 Proof of purchase (invoice or paid Order confirmation) must be provided when requesting service under the Standard or Extended Warranties.

2.2 Vitel requires any customer requesting service under the Standard or Extended Warranties to comply with directions from Vitel staff in relation to troubleshooting any issue and facilitating any repair or replacement under these Warranty Terms and Conditions.

2.3 The Customer is responsible to inspect all goods received from Vitel upon arrival. In instances where goods have been damaged in transit, the Customer must report this to Vitel within 3 days of receipt of the product. Failure to report physical damage on arrival within 3 days of receipt may result in denial of warranty for physical damage.

2.4 Vitel reserves the right to replace the Product or relevant part with the same or equivalent Product or part, rather than repair it. Where a replacement is provided, Vitel will determine, in its discretion, the closest Product within the then current range of Products offered by Vitel with which to replace the faulty or damaged Product. The replacement Product may differ with the replaced Product in size and specifications, at the reasonable election of Vitel. Vitel may replace parts with refurbished parts. Replacement of the Product or a part under the Standard Warranty or Extended warranty does not extend or restart the Standard Warranty or Extended Warranty period.

2.5 If Vitel is unable to repair or replace the Product, the customer will be provided with credit for Vitel ’s webstore or may be refunded the price of the Product (at Vitel ’s election). This credit or refund will be for the amount of the purchase price of the Product excluding the associated Delivery Cost.

2.6 In the event that a replacement, refund, or store credit is provided as per section 6, the faulty item will become the property of Vitel.

2.7 Where Vitel authorises warranty service of a Product, Vitel will organise to email a free post returns label for shipping to the appropriate authorised repair centre, provided that the Product is safely and securely packaged for safe transport. In this situation Vitel will cover the cost of transport of the serviced Product to and from the Customer.

2.8 Vitel reserves the right to determine which authorised repair centre within the United Kingdom is the appropriate service location in any particular circumstance.

2.9 The Product will be at the Customer’s risk while in transit to and from the Vitel Authorised Repair Centre.

2.10 Vitel may seek reimbursement of any costs incurred by Us where the Product is found to be in good working order.

2.11 Vitel reserves reasonable discretion to determine whether any Product is or is not performing in accordance with Vitel specifications, subject to applicable law.

3. Extended Warranty

3.1 Extended Warranties are available for purchase for some Products, as listed on the Website. These Extended Warranties may be purchased up to 14 days after delivery of Your Products.

3.2 Where an Extended Warranty is purchased, it will replace the 12-month Standard Warranty period with the extended warranty period (for example, either 1, 2 or 3 years).

3.3 Vitel is entitled to terminate the Extended Warranty by e-mail notice to the Customer, in the event that, in Vitel’s opinion, the Product is used contrary to its specifications, in which case Vitel will pay a pro-rata refund for the unexpired period of the Extended Warranty less administration expenses.

4. General

4.1 Legislation may imply warranties or conditions or imposes obligations on Vitel, which cannot be excluded, restricted or modified in relation to consumer goods.

4.2 To the full extent permitted by law, but subject always to clause 4.1, the Standard Warranty and Extended Warranty will not apply in respect of a Product:

(a) If the Product has not been installed, operated, maintained or used in accordance with the manufacturer’s instructions or specifications provided with the Product;

(b) If the factory-applied serial number has been altered or removed from the Product;

(c) To damage, malfunction or failure resulting from alterations, accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, force majeure, voltage supply problems, tampering or unauthorised repairs by any persons, use of defective or incompatible accessories, the operation of a computer virus of any kind, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the Product;

(d) To damage arising during transportation, installation or while moving the Product, or to any transportation costs of the Product or any parts thereof to and from the Customer, unless otherwise specified in these Warranty Terms and Conditions;

(e) To any third-party software or hardware not contained in the Product as originally configured by the manufacturer;

(f) To any failure, to the extent that the failure is not a failure of the Product to perform in accordance with its specifications;

(g) To replacement or repair of any consumables (including cables,splitter etc), or lost parts or accessories;

(h) To service and support of any software operating system or application installed on any Vitel Product, except to assist in restoring the Product to its factory default settings; or

(i) To service of any product whilst it is outside the United Kingdom.

4.3 To the full extent permitted by law, but subject always to clause 4.1:

(a) Vitel will not be liable for any loss, damage or alterations to third party hardware, software, programs, data and/or information stored on any media or any part of the Product, no matter how occurring; or for any loss or damage arising from loss of use, loss of profits or revenue, or for any resulting indirect or consequential loss or damage.

(b) Vitel’s aggregate liability in respect of all claims under the Standard Warranty and Extended Warranty shall not exceed the original purchase price of the Product or, at Vitel’s option, the replacement of the Product with a like or similar Product.

(c) Vitel excludes all other warranties, conditions, terms, representations and undertakings whether express or implied.

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