Limited Warranty Policy

Limited Warranty information for kiosks and other components.

 

All the kiosks and goods that Alveni LLC and Alveni, SA de CV delivers, have been carefully designed and manufactured under the most strict quality control policies ensuring that they will properly function during their lifespan.  
 
 The standard 1 year Standard Depot Limited Warranty included in all our kiosks  and individual components ensures the safety, reliability and service our products are meant to deliver. Limited warranties can be extended for up to 5 years and they start from the original date of purchase. The warranty period for each client/project is clearly indicated in the project’s proposal and in the corresponding invoice(s). 


Alveni warrants its products against deficiencies in materials and workmanship.  This limited warranty does not cover products that are improperly used, abused, altered or repaired by third parties.  It does not cover any components or equipment that is not supplied directly by Alveni.  It does not cover any damages result of shipment / freight.


Alveni will repair or replace at its discretion, without charge, any defects due to faulty materials or workmanship for the years included in the warranty, from the date of purchase. The replacement product or part may be new or refurbished to the Alveni standard of quality, and, at Alveni's option, may be another model of like kind and quality.


The Depot Limited Warranty includes parts and labor necessary to diagnose the faulty component and repair it if possible.  The client will pay the shipping fees of the inbound shipment of the faulty component, from client's location to Alveni's service center. This limited warranty covers the outbound shipment of the repaired/replacement component.  Alveni will use standard UPS/Fedex ground service for all shipments. And specialized LTL freight services for kiosks and other large components/devices.  If a faster /different shipment method is requested by the customer, additional charges may apply. 


Returns / Refunds.
For more information about Returns / refunds, click here.


Out of coverage.

On site visits, on site express swap of components with emergency stock units, priority response, installation / re-configuration of any software or disk image when a cpu / hard drive has been repaired or replaced, batteries (internal cpu batteries, UPS batteries & any other battery inside kiosks or electronic components), printer consumables (printhead, cutter and platen rollers), other Consumables. Should the product fail to be properly maintained or fail to function properly as a result of misuse, vandalism, abuse, improper installation, neglect, improper shipping, damage caused by disasters such as fire, flood, and lightning, improper electrical current, software problems, interaction with non-Alveni products, or service other than by an Alveni certified technician. If a claimed defect cannot be identified or reproduced, you will be held responsible for the costs incurred.

To obtain warranty service, tech support or repairs, every customer must create a new support ticket at Alveni's Customer Support Portal https://portal.alveni.com. For warranty service, you must provide proof of the date of original purchase and serial number of the kiosk and/or component. In order to send a kiosk and/or component to service, the customer must have received a RMA number. We will not accept any component sent to us that has not been issued a RMA number.

For detailed information on How to Request Service for kiosks and components sold by Alveni, click here.

If you require Onsite support, Advanced Express Components Replacement (AECR), Kiosk Monitoring or other services, Alveni offers Extended Warranty & Service through our Annual Uptime Programs to fits your company's needs. For a custom quote, please contact your Alveni sales representative. 
Alveni Uptime Programs Data Sheet  (pdf). 


Shipping & freight services.
All shipping & freight services are done by third party specialized companies like UPS, FedEx, DHL, etc.  Issues like damages, theft or loss of packages related to shipping / freight services are not covered by Alveni's Limited Warranty.  The shipping/freight services do not include any additional services like: Life gate, delivery inside location, special appointment, etc.  and do not include any type of insurance besides the standard liability coverage provided by the shipping / freight company.

If shipment was offered by Alveni as part of the project, after each delivery, the client has full responsibility to check the package(s), open the boxes if needed and confirm that package(s) were received as expected.  If not, the client has 3 days to report any issues with the package(s) received that could have been related to the shipment/freight services.  This includes, mishandling of packages, broken boxes, etc. The client must raise a support ticket and send a written report of the issue(s) and photos / video evidence . By doing this, Alveni could help the client to raise a claim with the shipping company looking to address the issue(s) in favor of the client.  If additional insurance was paid by the client, this claim will look for corresponding compensation.  If no insurance was requested/paid by the client on the shipment, standard  liability coverage by the shipping company or no coverage may apply.

Meanwhile, issue(s) must be evaluated by Alveni to define course of action.  If damage occurred and repairs/replacement need to be done, Alveni will inform the client a quote for the corresponding services.  

If the client does not raise a report ticket within 3 days of receiving the package(s), it will mean that items were received in good condition as expected.  

 

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For further detail of warranty coverage and warranty repair information,  call +1 (888) 293-5812 or +1 (512) 777-2623. This warranty does not apply to accessories or damage caused where repairs have been made or attempted by others. It does not cover any cosmetic issues that do not interfere with the normal performance of the equipment. Repairs have a 90 day warranty. If the unit/component sent in is still under its original warranty, then the new warranty is 90 days or to the end of the original warranty, depending upon which is longer. 
 
THE WARRANTIES AND REMEDIES CONTAINED HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY LIABILITY ARISING UNDER ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, STATUTORY OR OTHERWISE. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, WHICH MAY VARY FROM STATE TO STATE.
 
IN NO EVENT SHALL ALVENI BE LIABLE FOR ANY INCIDENTAL, SPECIAL, INDIRECT, OR CONSEQUENTIAL DAMAGES, WHETHER RESULTING FROM THE USE, MISUSE, OR INABILITY TO USE THIS PRODUCT OR FROM DEFECTS IN THE PRODUCT. SOME STATES DO NOT ALLOW THE EXCLUSION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
 
Alveni retains the exclusive right to repair or replace (with a new or newly-overhauled replacement product) the kiosk or component or offer a partial / full refund of the purchase price at its sole discretion. SUCH REMEDY SHALL BE YOUR SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF WARRANTY.