Aiphone warrants its products to be free from defects in material and workmanship under normal use and service for a period of one, two, or three years (depending on the product) after installation to the ultimate user. Proof-of-purchase is required to verify warranty period, otherwise warranty will be based on product lot code.
Products with Extended Warranties
From the date of installation to the ultimate user, video intercom products are warranted for a period of two years. NHX Series products and the MarketCom Series (MC-60/4A intercom stations, excluding coil cords) are warranted for a period of three years. Audio-only systems are warranted for a period of one year.
Aiphone Wire Warranty
Aiphone’s limited warranty is extended by one year when product is installed using Aiphone wire, or properly specified CAT-5e/CAT-6 wire (AX, IS, IX, and JP Series).
Repairs Under Warranty
At our discretion, Aiphone will repair free of charge, or replace at no charge, Aiphone product that, upon examination by an Aiphone Repair Technician, is proven to be defective and under warranty. Aiphone reserves the right to make the final decision whether there is a defect in materials and/or workmanship, and whether or not the product is within the warranty.
This warranty shall not apply to any failure caused by improper installation or use in violation of the instructions, abuse, negligence, electrical surge including damage from lightning, water, or any other physical damage, or damage caused from batteries. This warranty covers bench repairs by the Aiphone Repair Department only, and does not extend to units that have been repaired or altered outside of the factory. Aiphone is not responsible for any costs incurred involving on-site service calls.
Product Repair Policy
Aiphone Technical Support provides troubleshooting assistance which may eliminate the need to send a unit in for repair. If Technical Support has determined your unit requires service, please download an RO request form. Fill out the form and fax or email it to Customer Service, and you will receive your repair order number by return fax or email. When sending in your product, reference Aiphone’s RO number and include a copy of the invoice to verify warranty. We will repair or replace out-of-box defective product at no charge (see complete warranty for specific details).
Send product to:
Attn: Repair Department
6670 185th Ave NE
Redmond, WA 98052
Product Return Policy
Products listed in the current price list may be returned on a quarterly basis as a stock adjustment. They must be in new condition, in original undamaged cartons, and returned within one month of receiving the Return Authorization (RA) number. Product over two years old will not be accepted for return. Product custom modified by Aiphone or by customer is categorized as non-returnable. We are also not able to accept returns of the TW Series tower items or wire. All tower and wire sales are final.
These returns will be assessed the following restocking fees:
0% — with equal or greater value replacement order
10% — with no replacement order
20% — unauthorized return (including refused C.O.D.)
Requesting a Return
Contact the Customer Service Department for a Return Authorization (RA) request form. Fax your completed form to (800) 525-3372. Please allow up to three business days for processing before you receive your verbal RA number. Product must be shipped prepaid with the RA number visible on the shipping box. Final credit will be subject to examination of the returned product.
Any returned product requiring re-boxing will be assessed a repack fee of $10.00 per box. If returned product was purchased on a freight prepaid invoice, Aiphone may deduct the original freight cost from the product credit.