All Hanwha manufactured devices except WAVE hardware are eligible for repair using the process described in this article. Before you begin a repair request, please review the Hanwha Warranty Statement.

NOTE: For any and all WAVE Hardware, submit a ticket to technical support.

All information regarding warranty and repairs can be accessed at Repairs. 

Verifying a Warranty

To check your warranty:

1. Navigate to Warranty Eligibility.
   
   
2. Enter the product's serial number to check the remaining warranty period.
   
   
   
   
3. Read and understand the Repair Instructions and Terms. 

• The customer is responsible for shipping the defective unit prepaid to the repair center, and Hanwha returns the device via prepaid UPS Ground Service.
  
  
• The online system performs an initial warranty determination. If our system cannot establish the product's warranty eligibility, the initial status defaults to out-of-warranty. If you believe that the unit is within the warranty period, you can upload a copy of your original purchase receipt for review by our Customer Service team.
  
  
• If warranty eligibility is confirmed, the system will send a Repair Confirmation email, which can be used as your repair authorization form. Shipping instructions and the shipping address are included in the confirmation email. Please include a copy of the email with your defective unit.
  
  
• If the initial warranty status defaults to out-of-warranty, the system will send an email acknowledging the repair request. DO NOT ship your unit for repair at this time. After our Customer Service team confirms the actual warranty status, you will receive a Repair Confirmation email, which can be used as your repair authorization form.
  
  
• A credit card is required to submit an out-of-warranty repair request. An initial HOLD for $199 is placed on the credit card during which time the Customer Service team will evaluate the proof-of-purchase documentation if provided.
  
  
• If the warranty eligibility is confirmed, the HOLD is canceled. Otherwise, the repair request is processed on an out-of-warranty basis, and the credit card is charged the $199 flat rate repair (this does not cover physically damaged units).
  
  
• Repairs are warranted for ninety (90) days from the date of repair for the same problem/same component failure.

Requesting a Repair 

In the event of a product issue, we offer prompt repair services to ensure minimal downtime. To proceed with your Repair Request:

1. Navigate to Repair Authorization. 
   
   
   
   
2. Enter the information, then click Submit. You will receive a confirmation email within minutes. 
   
   
3. Follow the process outlined in the email for next steps. 
   
   Once the device arrives at the service center, the repair typically is completed within three (3) business days.
   
   The repaired device is then returned to the user. If there are any exceptional circumstances, we will contact you directly via email.

Checking the Repair Status

After sending the unit for repair, you can check the status. To check the repair status:

1. Navigate to Tracking View. 
2. Enter the repair ticket number and model of the product. 
   
   

Requesting an Advance Replacement

This special service is available only to STEP partners. To request an advance equipment replacement:

NOTE: This service is a special benefit provided to STEP partners, 
with prepared SWAP inventory for select product lines.