1.0 General Provisions

1.1 Scope: This policy shall applicable to Pantum products purchased in overseas regular sales channels of Pantum.

1.2 Commitment: In accordance with consumer protection laws and regulations pertaining to product sales within the consumer’s country or region, relevant personalised adjustments may be made to provide high-quality after-sales service.

Note: This applies solely to the relaxation of service scope adjustments. 

2.0 Definitions

2.1 Date of manufacture: Refers to the date when the product is shipped from the Pantum factory, not the purchase date of the product. The date of manufacture shall be subject to the query result by entering the serial number on the Pantum official website/Pantum service official account.

2.2 Date of production: Refers to the date when the product completes all processes on the factory production line, passes inspection, and is packaged into a finished product that can be sold on the market. The date of production of Pantum products is usually marked on the labels of the product’s outer packaging, casing, and frame.

2.3 Warranty period: Refers to the time period during which Pantum promises to provide free repair and maintenance for product malfunctions caused by quality issues. In accordance with relevant laws and regulations, it is calculated from the date of the first purchase of the product. The warranty periods for different products shall be implemented in accordance with Article 3.3 of this document.

2.4 Service Completion Period:

2.4.1 The completion period for repair-in service refers to the period from the date when the customer delivers the product to the service provider to the date when the service provider notifies the customer that the repair is completed. Legal holidays and public rest days are not included in this period.

2.4.2 The service completion period for on-site service refers to the period from the date when the service provider confirms the fault on-site to the date when the repair is completed. Legal holidays and public rest days are not included in this period.

2.4.3 The service completion period for mail-in repair service refers to the period from the date when the service provider signs for the product and confirms the fault to the time when the customer signs for the repaired product. Legal holidays and public rest days are not included in this period, and the time delayed in signing due to the customer’s reasons is also not included in this period.

3.0 Warranty Policy

3.1 Determination of Warranty Period

3.1.1 The warranty period starts from the date of the first purchase of the product (hereinafter referred as to “the first purchase date”). If the first purchase date cannot be confirmed, it shall be subject to the date of issuance of a valid invoice.

3.1.2 If the customer cannot provide a valid invoice, the start date of the warranty period will be calculated as the Date of production plus 6 months, and in-warranty services will be provided accordingly.

3.1.3 Under no circumstances shall the start date of warranty period be later than 27 months from the Date of production. If there are other legal provisions in the relevant region/country or contractual agreements, such legal provisions or contractual agreements shall prevail.

3.1.4 During the warranty period, after the product or its components are repaired or replaced, they will continue to be covered by the warranty for the remaining warranty period. If the remaining warranty period is less than 12 months, it shall be calculated as 12 months.

3.1.5 After the expiration of the warranty period, if the customer has the product repaired at their own expense, the paid repaired components will be warranted for 30 days, starting from the date of completion of the repair, and the service provider shall issue a repair certificate.

3.2 Ownership of Faulty Spare Parts and Whole Products

During the warranty period, the ownership of the faulty components that have been replaced and the whole products replaced due to faults shall belong to Pantum, and Pantum shall have the right to recover such components and whole products free of charge.

3.3 Pantum Product Warranty Terms

3.3.1 A4 Laser Printer Warranty Terms

Warranty service with a certain warranty period or warranty pages is provided according to the component type and product model (whichever comes first). Consumables (except toner cartridges), casings, racks and accessories are not covered by free warranty service. Details are as follows:

a) Warranty period: Under the product-defined usage environment, A4 laser printers come with a standard 2-year warranty, and toner cartridges come with a standard 1-year warranty. If there are relevant legal provisions or contractual agreements, such legal provisions or contractual agreements shall prevail.

b) Warranty pages, remaining warranty toner quantity:

c) Non-consumable parts: Parts other than consumable parts, supplies, and accessories;

d) Consumable parts: Wear-and-tear mechanical parts such as paper pick-up rollers, feed rollers, friction pads, separation pads, separation gear assemblies, separation rollers, duplex units, paper discharge assemblies, transfer belts, transfer rollers, fuser units, document feeder pick-up rollers, document feeder separation pads, document feeder separation gear assemblies, gear sets, filters, scanning belts, and rollers;

e) Supplies (excluding toner cartridges): Drum units, developing parts, waste toner bins;

f) Accessories: Power cords, data cables, instruction manuals, warranty cards, optical discs, packaging, brackets, etc.

3.3.2. A3 Printer Warranty Terms

Warranty service with a certain warranty period or warranty pages is provided according to the component type and product model (whichever comes first). Consumables (except toner cartridges), casings, racks and accessories are not covered by free warranty service. Details are as follows:

a) Warranty period: Under the product-defined usage environment, A3 Printer come with a standard 1-year warranty, and toner cartridges come with a standard 1-year warranty. If there are relevant legal provisions or contractual agreements, such legal provisions or contractual agreements shall prevail.

b) Warranty pages, remaining warranty toner quantity:
 

c) Non-consumable parts: Parts other than consumable parts, supplies, and accessories;

d) Consumable parts: Wear-and-tear mechanical parts such as paper feed rollers, paper intake rollers, friction pads, separation pads, separation gear assemblies, separation rollers, duplex units, paper discharge assemblies, transfer belts, transfer rollers, fuser units, developing parts, document feeder paper feed rollers, document feeder separation pads, document feeder separation gear assemblies, gear sets, filters, scanning belts, and rollers;

e) Supplies (excluding toner cartridges): Drum units, waste toner boxes, and staples;

f) Accessories: Power cords, data cables, instruction manuals, warranty cards, optical discs, packaging, brackets, etc.

3.4. Scope of Non-Free Warranty

3.4.1 Products beyond the warranty period, components exceeding the warranty page or length limit, and toner cartridges exceeding the remaining warranty toner quantity.

3.4.2 Consumables are not provided when reporting a warranty claim for the whole product.

3.4.3 Damage caused by external forces, such as broken platen glass, damaged casing due to dropping, etc.

3.4.4 Malfunctions or damages caused by using non-Pantum original genuine consumables, refilled consumables, etc.

3.4.5 Product malfunctions caused by use beyond specifications, such as unsuitable temperature, humidity, voltage, overload, etc.

3.4.6 Malfunctions caused by modifying the product without Pantum’s permission.

3.4.7 Malfunctions or damages caused by self-disassembly and replacement of spare parts without the guidance of Pantum service personnel.

3.4.8 Product malfunctions caused by improper storage, such as malfunctions caused by foreign objects entering, etc.

3.4.9 Product damage caused by human factors or force majeure.

3.4.10 All other malfunctions unrelated to product quality.

4. The effect of the Warranty Policy

The Warranty Policy shall take effect from the date of its release.