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How do I Request an Advance Replacement?

  • Updated

Applies to Models: All network recorders* and IP cameras*

Summary:

The Advance Replacement Program is open to all STEP Partner levels above Authorized.

Note: More information on our STEP Partner program can be found here

Advanced Replacement Eligibility Information:

Diamond Partners: One (1) year. Three (3) years on the product purchased on or after: January 1, 2021
Platinum Partners: One (1) year. Two (2) years on the product purchased on or after: January 1, 2021
Gold Partners: One (1) year. Two (2) years on the product purchased on or after: January 1, 2021
Silver Partners: Six (6) months. One (1) year on the product purchased on or after: January 1, 2021
Authorized Partners: Not eligible. 
NOTE: The eligibility period starts from the date of purchase from a
Hanwha Strategic Distributor.

Advanced Replacement Request Requirements:

1. The product must be a Hanwha manufactured network recorder or IP camera to qualify for the Advanced Replacement Program.

NOTE: Analog products, AHD models, lenses, accessories, built to 
order products, encoders, decoders, Partner Products, etc. are not eligible for Advance
Replacement

2. A credit card is required to secure the advance replacement unit request.

NOTE: If the defective unit is not received by Hanwha Vision America
within fifteen days of the replacement products ship date or the returned
product is physically damaged; the credit card on file is automatically
charged for the cost of product at 60% off of MSRP

4. The replacement unit is shipped via UPS Next Day Air at Hanwha’s expense. A prepaid UPS Ground return label is included with the replacement unit

NOTE: Network recorders are shipped without hard drives.
In the event that a Hanwha installed HDD is found to be defective 
during the warranty period, the HDD may be sent for repair or 
exchange, at Hanwha’s sole discretion

5. You must provide your STEP Partner ID number to initiate an Advanced Replacement Request

NOTE: In the event that the request cannot be validated a valid 
proof-of-purchase can be uploaded to the request form

How to Request an Advanced Replacement:

If the product you wish to replace meets the above requirements, you can begin your Advanced Replacement Request by clicking here (link will open in a new window).

 

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