Limited Warranty Policy

Last Updated: 25 June 2019

Definitions

Defective - Does not perform to our design specifications. This does not include any mechanical or electrical damage caused by the end-user.

Incompatible - Performs as intended but appears to not work due to the display or other equipment not accepting 240/288p signals over YPbPr. This category also includes all processing artifacts and inconsistencies that result as a consequence of some display devices misinterpreting progressive content as interlaced.

Warranty Policy

Support for products purchased from authorized distributors is provided directly through them (please see their warranty terms). For those purchasing directly through us (including our Amazon store) and having trouble with our products, please contact support with your order number(s) so that we can help resolve the issue. For a period of 90 days after delivery, we will work to determine whether the unit is either defective or incompatible with your equipment. The customer may be required to provide HD Retrovision support with some additional information, including the model of the customer's television or other equipment.  In no scenario will a newer generation or revision of a product be provided as replacement for a defective product.

30-Day Warranty (Support contacted within 30 days after delivery)

After HD Retrovision determines the product to be either defective or incompatible, they will inform the customer, at which point the customer can choose to ship the unit back to HD Retrovision at the customer’s expense. Upon receipt, HD Retrovision will test the unit to verify whether it is a compatibility issue or a defective unit. If the unit is verified to be working properly but incompatible with the customer's equipment, no refund will be offered and the customer can pay the shipping cost to have it shipped back to them or choose to forfeit the unit.

If the unit is found to be defective, the customer will be offered a choice between a replacement shipped to the customer free of charge, or a refund for the price of the unit (not including original shipping cost). HD Retrovision will also reimburse the customer for their return shipping expense, as long as the cheapest shipping option (USPS for domestic, local post office for international) is used and a clear photograph/scan of the receipt showing shipping charges is provided. Replacement items do not start a new warranty period, but instead continue the warranty coverage based on the delivery date of the original purchase.

90-Day Warranty (Support contacted within 90 days after delivery)

After HD Retrovision determines the product to be either defective or incompatible, they will inform the customer, at which point the customer can choose to ship the unit back to HD Retrovision at the customer’s expense. Upon receipt, HD Retrovision will test the unit to verify whether it is a compatibility issue or a defective unit. If the unit is verified to be working properly but incompatible with the customer's equipment, no refund will be offered and the customer can pay the shipping cost to have it shipped back to them or choose to forfeit the unit. 

If the unit is found to be defective, and if a replacement is available, it will be shipped to the customer free of charge. If a replacement unit is not available, the customer will be offered a choice between a refund for the price of the unit (not including original shipping cost), or a return of the defective unit back to the customer. Replacement items do not start a new warranty period, but instead continue the warranty coverage based on the delivery date of the original purchase.